We hope that you are pleased with your order when you receive it. Even so, we understand that there may be times when orders need to be returned or exchanged. (See the Special Restrictions section for details on return exclusions.)

Therefore, we have streamlined our return process to make refunds and/or exchanges more efficient. Refunds and exchanges will be handled according to the guidelines below.

The Return process:

Step 1:

Within 7 days after receiving your order, email our customer service to explain the reason for the return/exchange and to request a Return Authorization (RA) number.

Only those returned packages that include an RA number will be accepted. We have every right to refuse to sign for the packages if you send them back without our authorization! Other than that, you will be responsible for all the losses arising.

Step 2:

Prepare the returned items in secure packaging and include the original order invoice with the returns section completed. We will send you the return address by email.

Step 3:

Please return products via an insured or traceable method of shipment to the return address that we will provide to you. Please send all tracking numbers to us when you ship out the items. Our team will look at the returned items further after receiving them, and your refund will be looked into. Any refunds due will automatically be applied via our payment processor, Paypal, within seven to ten business days.


Change of mind, wrong size or colour: In the event that you have changed your mind about the purchase or have ordered the wrong size or colour we cannot offer refunds on this basis. In this case please refer to exchanges below.

Address or other customer error: In the event that a package is returned intact to Crystals Hair Extensions as a result of an address error (or any other error) on the customer’s part, the customer will be responsible for any shipping costs incurred. We will issue a refund for the merchandise.

Violation of laws: If we receive a package back from a country because it violated their laws, the customer is responsible for any fees (such as quarantine, warehousing or shipping) charged to us. A refund will be issued to the customer minus the freight charges.

Customer refusal: If a customer refuses a package for any reason, Crystals Hair Extensions will refund the customer for all shipping fees and taxes, minus freight and taxes (payment of freight) received upon return of the package. Any shipping fees will be the responsibility of the customer.

Customs seizure: Customers will not receive credit for orders when packages are seized by customs or abandoned by a shipping carrier. The customer will receive a refund, minus the freight and taxes, only after Crystals Hair Extensions receives the returned package intact.

Lost packages: Crystals Hair Extensions must be notified of lost packages within 20 days of the shipment confirmation date. In no case will Crystals Hair Extensions be liable for refunds or replacements longer than one calendar year. For any returned package: Crystals Hair Extensions will instruct the carrier to abandon orders that are returned to the company if the return shipping costs outweigh the cost of the goods ordered. A customer won’t be refunded in such a case, but will not have to pay for return shipping.

Destroyed or unreturned packages: We cannot refund a customer whose order has been destroyed by the customs or the carrier, or has otherwise not been returned to Crystals Hair Extensions.

It is the customer’s responsibility to pay any taxes or duties that may apply.

Replacement for damaged or defective items: In the event that an outgoing order arrives damaged or defective, all damaged items will be replaced or the merchandise will be refunded.

The following restrictions apply 

A 15% restocking fee is charged, and the shipping fee may also be charged to the customer. The shipping fee will be deducted from your refund. In the unlikely event of an error on our part, you will get your money back. Upon confirmation of your exchange or return request, you will be given a return address to send the items back to us.

In order to exchange or return a product, please email pictures of the item first. It may be possible to exchange an item for a different style by paying the difference in price and shipping costs.

Items that are not in their original condition will not be accepted. All items must be returned unaltered, unworn, undamaged, and with all tags and packaging attached.

Items that have been opened or used cannot be returned unless they are damaged or defective.

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