Return & Exchange Policy

Effective Date: February 23, 2026

At Velouré Hair Extension, we take pride in offering luxury, raw human hair of the highest quality. To ensure your satisfaction, we have established the following Return & Exchange Policy. 

1. Eligibility for Returns

  • Due to the hygiene nature and high demand of our products, all sales are FINAL and there are no refunds allowed on any grounds. 
  • Returns are accepted only if the product is defective, damaged, or not as described.
  • Luxury hair products that have been used, washed, cut, or altered are not eligible for return or exchange. 
  • To initiate a return, contact our customer service team support@velourehairext.com within 2 business days of receiving your order. 

2. Return Process

Contact Support@Velourehair.com within 2 business days of receiving order to qualify for store credit.

Provide your order number, product details, and reason for the return.

Once approved, return instructions will be provided. Returns must be shipped in the original packaging with all included items.

Any return request not received within the specific time frame will be disqualified. The product must be sent back in the original packaging condition(resell-able condition) as it was when shipped from us, meaning it cannot be combed, washed, brushed, cut, worn, colored or altered in any way. Original ties must remain intact as it was received by the customer. Send your return item(s) including your first name, last name, phone number, order number, the reason for the return and original receipt to:

ADDRESS.

Return Shipping:

  • For your protection, we suggest that all returns be sent back to us through a traceable postal carrier with signature.
  • We are not responsible for lost items in transit. The customer is responsible for all return freights in a product return transaction.
  • Once received and determined to be in resalable form, a store credit would be issued. If the item was purchased during a promotion that has ended, your new order will not qualify for the promotion in question.
  • Once a store credit or Gift Card is issued, it may not be redeemed as cash under any circumstances.

All returns and refused/undeliverable shipments due to incorrect address or no signature will incur a flat restock fee of $35. Shipping cost and Route Insurance cost are non-refundable.

Please understand that products that have been used (wefts cut, lace plucked, lace cut, lace customized, lace bleached, hair dyed, etc.) will not be accepted.

FINAL SALES:

All Sales are Final on clearance and sale items. No returns will be accepted for sale or clearance items.

NOTE: DUE TO THE DELICATE NATURE OF LACE PRODUCTS (FULL LACE WIGS, LACE CLOSURES & LACE FRONTALS), THEY CAN NOT BE RETURNED. EXCHANGED OR REPLACED

3. Store credit

  • Store credit will be applied to sent via Email within 5 –7 business days after we receive the product.
  • Shipping and handling fees are non-refundable, except in cases where we shipped a defective or incorrect item. 

4. Exchanges

  • Exchanges for the same product (different length, texture, or color) may be arranged, subject to availability.
  • Contact our customer service team to request an exchange. Additional shipping charges may apply. 

5. Non-Returnable Items:

  • Lace closures
  • Hair products that have been cut, styled, or altered;
  • Bundles or closures that have been washed or installed;
  • Gift cards or promotional items. 

6. Damaged or Defective Items

  • Inspect your order immediately upon receipt.
  • If a product is damaged or defective, contact customer support within 48 hours of delivery with photos for verification.
  • Velouré will cover return shipping costs in these cases and provide a replacement or store credit. 

7. Contact Information

For all return or exchange inquiries: 

Velouré Hair Extension

Email: [support@velourehairext.com]