Refund and Returns Policy

REFUNDS, RETURN AND EXCHANGE POLICY

Virgin City Hair pride ourselves on providing our customers with the best raw hair extensions and the best customer service. We exercise a very strict quality control process. All orders are meticulously inspected prior to shipping. Due to the nature of our products ALL SALES ARE DEEMED FINAL. Per federal law, the return of human hair products is prohibited, no refunds, exchanges only. When you shop on our website, you agree to the terms and conditions of the return policy.

LOST/UNDELIVERABLE/RETURN TO SENDER PACKAGES POLICY

All packages require a signature. If your package can’t be delivered and is returned to us due to address issues, such as incomplete or incorrect information, failed delivery attempts, or if the recipient has moved or refused delivery, we’ll restock the items.

You will be contacted and will receive a store credit for the amount of the purchase excluding the initial shipping fee minus a $25 restocking fee. You can use your store credit to repurchase the items with the correct address or contact us for assistance.

*** Please ensure the accuracy of your CUSTOMER information during your purchase. ***

EXCHANGES

We only replace items after thorough inspection if they are defective or damaged.

Initiating A Return for an “exchange only”:

To initiate a return for an exchange, please contact our dedicated customer support team via email at support@virgincityhair.com with the subject line “Member Extension Exchange”. Once contacted, we will guide you through the necessary steps to ensure a smooth return experience for your customer.

Please note: Any hair extensions that have been altered, colored, neglected, unraveled, washed or worn in any way cannot be returned or request an exchange.

Shipping returns address:

To return your product, you should mail your product to us at the below address:

Attn: PLH

Shipping Department

1440 Coral Ridge Drive

Suite 263

Coral Springs, FL 33073

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

SHIPPING POLICY

All items are shipped via USPS or UPS. Our processing time is 2-5 business days to prepare your order before shipping. After the processing time is complete, your order will be shipped. Shipping takes 1-4 business days once it departs our facility. Orders will be shipped once payment is confirmed and cleared. Once items are shipped, tracking numbers will be sent to you at the email address provided upon purchase. Orders received after 1PM (EST) will begin production the next business day.

Virgin City Hair is not responsible for your CUSTOMER package after it has been shipped. Please contact USPS if you have any problems, if any further questions be sure to contact us here.

Weekends and Holidays:

Please be aware that we do not process orders on weekends or holidays.

During Major Sales:

Please be aware that during a major sale or restock i.e. (valentine’s day, black friday, etc.) processing times can take 5-10 business days, and shipping time 1-4 business days.

Package Insurance:

All packages are insured by USPS/UPS. If your customer selected the package insurance through Route during the checkout process on your website, then your customer package is fully covered from loss, damage, or theft for the subtotal amount. You must advise the customer to submit their claim through Route.

Important: ***Please let your customer know that you are not liable for any lost or stolen packages once they are signed for. ALL shipments will require a signature for delivery***

Shipping Delays

We are not responsible for late shipments due to increment weather, holidays, natural disasters, or carrier delays. Please do keep in mind that holidays DO NOT count as a business day and should be highly considered when calculating shipping times. If your package is delayed, we are not liable for such delays caused by the carrier. Therefore, chargebacks or refunds will not be honored as a result of transit delays caused by these factors.

IMPORTANT NOTE: Incomplete or incorrect address information is the major cause of shipment delays. Please check the address information on your order at checkout. Make sure you have included all the information (address, apt #, suite # etc.) needed to deliver your package in a timely manner. Your order will be shipped to the address you provide at checkout.

Disputes and Chargebacks Policy

At Virgin City Hair LLC, we strive to provide the best quality raw hair products and excellent customer service. We understand that occasionally issues may arise that lead customers to initiate chargebacks. However, we kindly request our customers to adhere to the following guidelines before proceeding with a chargeback:

1. Communication First: We encourage customers to reach out to our support team at support@virgincityhair.com via email to address any concerns or issues regarding their orders. Our dedicated team is available to assist with order inquiries, product quality, shipping, and any other concerns promptly.
2. Resolution Attempts: We are committed to resolving any disputes or issues in an amicable and fair manner. Before initiating a chargeback, customers must allow us a reasonable opportunity to address and resolve their concerns.
3. Return Policy: If a customer is dissatisfied with their purchase, we offer a hassle-free exchange policy. Customers must adhere to our return/exchange policy guidelines, including initiating a return within 7 days of receiving the order and ensuring the products are in their original condition. If the return is in their original condition, you will receive a credit on your account for an exchange. We do not offer refunds, exchanges only.
4. Documentation Requirement: In the event a chargeback is initiated, customers must provide relevant documentation and evidence to support their claim. This may include order confirmation emails, shipping details, and any communication with our support team.
5. Fraudulent Chargeback Prevention: To protect our business from chargebacks and disputes, we employ stringent fraud prevention measures. Any fraudulent chargeback attempts will be thoroughly investigated, and appropriate action will be taken.
6. Membership Termination: Customers who repeatedly initiate chargebacks without adhering to our policies may have their membership privileges revoked.

If you have any questions or concerns regarding our chargebacks policy or need assistance with your order, please don’t hesitate to contact our support team at [support@virgincityhair.com].

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