Return And Exchange
www.ebonhair.com is a home for affordable and outstanding virgin hair extension. We are the top supplier of online virgin hair extensions that meet the fashion and budgeting needs of everyone. We are committed to unmatched client service and delivering exceptional hair extensions.
We focus all our energy towards addressing all the needs of our clients and ensuring they are happy. In case of a dispute, our team of professionals will get to the bottom of the matter and devise an appropriate solution.
1. Out for delivery
Custom Issues: In some instances, the customs agents of your country may seize your package. As a buyer, you should always clear your purchases through customs. Liaise with your local customs office and diligently follow the set steps to retrieve your package. Feel free to contact us if you need an invoice and other relevant documents that can serve as a proof of purchase.
Delayed in Shipment: If you discover that your item’s delivery information hasn’t updated in a couple of days, you should contact your local DHL office to find out if the package arrived or is still in shipment. On our end, we will call our shipping suppliers and have your package tracked. We recommend staying in contact with us until you receive your package.
2. Failed Delivery
Invalid Address by Buyer: If a parcel can’t be delivered due to wrong or incomplete address issued at the time of buying, we are not liable for the loss. Kindly enter the accurate address at the time of checking out your item. If you need to rectify your delivery information prior to the shipment of a package, please call us within 24 hours of buying.
Delivered to incorrect address: If you gave out the correct shipping address and the parcel was sent to the wrong address, we will immediately resend your order or refund you fully.
Returns and refunds
1. Package not as described
If you want to return or exchange a product within 7 days of delivery, you are welcome to call our support team and provide your order number. We will give you a return shipping address. You will be liable for return shipping as well as any cost difference between swapped items. We always subject returned parcels to a 15 percent restocking fee. Ensure the item you intend to return is unused and in a perfect condition.
2. Quality issues
If you receive a substandard item or it does not meet your expectation (incorrect style, color, or size), kindly send an email containing the order number plus a high-resolution image of both the faulty product and delivery details on the side of your parcel. Upon receiving this information, our team will assess the damage and recommend a suitable solution. Mostly, you will get a full refund or item exchange if the items were damaged during the shipment process.
If you want to call off an order, please inform us within 24 hours after clearing your payment. We charge a transaction fee of 5 percent for orders canceled within 24 hours and 15 percent for those canceled after 24 hours.
For questions or more details about our return policy or hair extension products available in My Hair Bay, please contact our support team. We will get back to you with a valid response within 24 hours.