Refund policy
RETURNS & EXCHANGES POLICY – EROYA HAIR
Last updated: February 2025
At EROYA Hair, every order is prepared with the utmost care.
As our hair extensions are custom-made (length, color, weight, texture selected at the time of order), a specific returns and refunds policy applies.
Custom-Made Products – No Refunds for Change of Mind
As EROYA Hair extensions are personalized and made to order, no refunds or exchanges are accepted in the following cases :
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Change of mind
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Customer selection error (length, color, weight, texture)
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Personal dissatisfaction
Error on Our Part
In the event of a proven error on our part (incorrect length, incorrect color, or product not compliant with the order), the customer is fully protected, including for promotional items.
In this case, we will prioritize an exchange at no additional cost.
A new compliant item will be shipped free of charge after validation of the return.
Refund in Case of Refusal of Exchange
If, in the event of an error on our part, the customer refuses the proposed exchange, a refund may be issued only after receipt and inspection of the returned product.
The product must be:
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Unworn and unused
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With tags intact
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In its original packaging
No refund will be issued without prior return of the product.
Return Conditions
Any return or exchange request must be made within 14 days of receiving the order.
Returns sent without prior approval will not be accepted.
Non-Eligible Items (Except in Case of Our Error)
The following items are non-refundable and non-exchangeable, except in the case of an error on our part:
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Personalized products
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Promotional items
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Gift cards
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Worn, used, altered, washed, brushed, cut, or heat-exposed products
Color Disclaimer
Our extension colors are presented using detailed photos, shade charts, and, in some cases, videos, to help customers make an informed decision.
Slight color variations may occur depending on :
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Lighting conditions
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Screen settings
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Individual color perception
For this reason, dissatisfaction with the chosen color after delivery does not constitute grounds for a return, exchange, or refund.
Color selection is the sole responsibility of the customer at the time of ordering.
As extensions are custom-made according to the selected color, no return will be accepted for subjective color appreciation.
Request Deadline
Any refund request must be submitted within 14 days of receiving the order.
Requests submitted after this period will not be considered.
Contact
For any questions regarding returns or refunds, please contact us at:
Each request is carefully reviewed by our team.
Refund Procedure
After receipt and inspection of the returned product:
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If the return is approved, the refund will be processed within 3 to 7 business days
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You will be notified by email of the approval or rejection of the refund
Refund Method
Refunds are issued using the same payment method used for the original order.
Original shipping fees are refunded only if the error is due to our fault.
Delays and Holiday Periods
Processing and delivery times may be exceptionally extended during announced holiday periods or temporary closures.
Delays related to announced closure periods do not constitute grounds for a refund, provided the customer has been informed in advance via the website or email.