Refund policy

LUX CACHÉ — RETURN & EXCHANGE POLICY

Premium Professional Hair Extensions

At Lux Caché, we take pride in offering luxury-grade Remy hair extensions crafted for professional use. To maintain the highest standards of hygiene, quality, and safety, please review our official return policy below.

✨ All Sales Are Final (Hygiene & Safety)

Because hair extensions are a cosmetic product:

  • We do not accept returns

  • We do not offer refunds

  • We do not restock previously handled hair

Once the product has left our facility, the sale is considered final.

✨ Exchanges for Manufacturer Defects Only

We stand behind every bundle. If you believe there is a defect:

To qualify for an exchange:

  • Submit a claim within 7 days of delivery

  • Product must be unused, uninstalled, unbrushed, unaltered, and in original packaging

  • Provide photos/videos clearly showing the issue

  • Include your order number and a description

If approved, we will exchange the item for the same shade, length, and weight.

✨ What Is Not Considered a Defect

The following are not eligible for exchange:

  • Slight color variations (extensions are hand-processed)

  • Incorrect shade selection by stylist or purchaser

  • Damage caused by coloring, toning, cutting, or heat tools

  • Shedding due to improper installation

  • Tangling from product buildup or lack of maintenance

  • Hair that has been worn, installed, brushed, washed, curled, straightened, or altered

✨ Incorrect Order Received

If Lux Caché sent the wrong shade, length, or quantity:

  • Notify us within 48 hours

  • We will correct the order immediately at no cost to you

✨ Shipping Costs

  • Shipping fees are non-refundable

  • For approved exchanges, return shipping is the customer’s responsibility

  • Replacement shipping is covered by Lux Caché

✨ How to Submit a Claim

Email: luxcachesales@gmail.com
Subject Line: RETURN/EXCHANGE – Order #_____

Include:

  • Full name

  • Order number

  • Photos/videos

  • Description of the issue

  • Date received

Our team will respond within 2–3 business days.

✨ Professional Responsibility

By purchasing Lux Caché extensions, you acknowledge:

  • Products are intended for trained stylists/professional use

  • Shade selection is the responsibility of the purchaser

  • Opening the sealed bundle voids exchange eligibility

  • Proper installation + aftercare are required to maintain quality

✨ Our Promise

We are committed to delivering premium, ethically sourced Remy hair with exceptional softness, movement, and longevity. If a genuine manufacturing issue occurs, we will always make it right.