Shipping & Returns

Shipping Policy

Payment is required in full when you place your order. Depending on the specifications you select dispatch of your custom-made extensions will only take around 7-15 days at non-peak times of the year. At this time your chosen virgin human hair will be made into hair extensions based on your order requirements.

Please allow the following dispatch times for Pre-order items:

Dark colors: 7 - 10 days
Light colors & Blondes: 7 - 12 days
Ombre & Balayage: 15 days
Closures and Frontals: - 15-20 days
Wigs: 20 days

* Don’t forget that in-stock items can be dispatched in 1 business day.

Return & Exchange Policy

You can exchange your order if there is a fault with your hair extensions and if the hair color you have selected is 1 color; virgin (V,1b) dark brown (2,3,6D), or light blonde (613, 22, and 60). All other colors are considered uncommon colors and are not eligible for exchange.

We do not accept returns for balayage, highlighted hair, 2 tones, reds/red tones, purples, or special colors.

We do not accept returns for hairpieces, hair closures, hair frontals, or wigs.

We do not accept returns of  Wholesale orders.

We are predominantly a custom made and made to order service, your real human hair extensions are custom made to match your hair color or hair color of your choice.

If you are unhappy with your order;

Please follow the steps below;

1. After receiving your item(s), open the box and visually examine the product to verify if you have received the color and texture you have ordered. You can gently take the hair out and feel it. At this stage, you should be able to determine if the product you have received is damaged, defective, or materially different than what you have ordered. If so, do not detach the hair from the weft, or discard the packaging, which has important information that is needed to process a return or exchange.

 

2. Call Us or Send us an email with pictures - within 24 hours of procurement of your item(s).

The hair extensions you receive must not be worn or installed if you would like to exchange or return them.
 

3. Explain the problem in as much detail as possible.

  1. We will look into your request and get back to you within 24 - 48 hours with a quick and hassle-free exchange option in the first instance.

Investing in real human hair extensions will save you time and money in the long run - to avoid disappointment, please contact us via live chat to ask any questions before placing your order.

We use professional hair colors only, resulting in beautiful, intense long-lasting lustrous colors.

  • Before placing your order, please make sure you have chosen the right color. If you choose to send in a picture for us to copy or match, we will match it as closely as possible.

Different hair types react differently with color, therefore the final result will be a close match, not an exact match.​

  • Please order carefully and double-check your order before submitting it. We can be contacted at any time before you submit your order to help you make an informed decision on your purchase. Once you submit your order then it can not be canceled.

•   Goods must be delivered back to us within 20 days unless agreed otherwise.

  • *SMD Hair is not bound by law to accept exchanges or returns on our custom-made human hair extensions. However, we do facilitate some exchanges based on the terms we have listed above and on our exchange and return guide.

Bleached & Colored Hair Disclaimer:

Of all coloring methods, bleach is potentially the most damaging,

Bleaching raises the hair's outer cuticle, allowing the bleaching agent to fully penetrate each strand.

Damage from bleach can include dry, brittle, inelastic hair, and hair that is more prone to breakage and split ends. Colored and Bleached hair is also porous and swollen and therefore more vulnerable to other chemical and non-chemical processes - Including sulfates, curling tongs, blow-dryers, and straightening irons. Our virgin hair can be used to achieve light blonde colors and dyed again to achieve special colors (such as Ombre) in our Premium range undergoes an intense and professional coloring process. We understand the damage coloring, especially bleach can do to hair however, colors including blondes are popular and in demand which is why we have given our blonde colored hair a sensible life cycle. We supply some of the very best colored hair extensions in the world. We regret that because of the processes and resources used to supply colored and blonde hair extensions, we cannot accept any refunds or exchanges if you find your colored/bleached hair extensions difficult to manage after application as there is a known risk to bleaching/coloring natural hair. We will not accept returns or exchanges for bleached or any special colors such as Red, Purple, Yellow Green Etc as these are again customized for you. We advise that you have your hair regularly maintained by your hairstylist approx 4 weeks after your fitting for professional hair care. There are many hair care products available to help maintain colored hair and we continue to test these products.

  • We try to be flexible with our hair extensions and so that you can buy your real human hair extensions to suit your needs. Our flexibility applies to styles, weights, and colors.

  • You will be responsible for the shipping costs both ways unless we are at fault for shipping a wrong or defective item. Exchanges will not be accepted after 20 days of the shipment receipt date.

  • Color is either lighter or darker than what you expected. Since our hair is natural and unprocessed there may be variations in color between different bundles of hair. We try our best to sort the hair into a similar group of colors (Natural Black, Natural Dark Brown), but we cannot guarantee an exact match

  • The texture is too wavy/curly or less wavy/curly than what you expected. Since our hair is natural there may be variations in texture between different bundles of hair. We try our best to sort the hair into a similar group of textures (Natural Straight, Wavy, and Curly), but we cannot guarantee an exact match.

  • The texture is too straight or less straight than what you expected. Our straight hair texture is really straight and sometimes it can be silky straight. Since our hair is natural and unprocessed there may be variations in texture between different bundles of hair. We try our best to sort the hair into a similar group of textures (Natural Straight, Wavy, and Curly), but we cannot guarantee an exact match.

​ Time Limit and Right of Refusal: Refunds and exchanges will not be accepted after 20 days of the shipment receipt date. SMD Hair has the right to refuse the return/exchange of any hair good based on the following reasons:

  • The merchandise must be returned/ exchanged in its original state. We cannot accept hairpieces that have been used or worn, have loosened curls, have visible tangles, have visible hair products, have been bleached, or colored, or chemically processed, or emits odors, or the wefts have been cut into pieces, or the hair length or volume is trimmed by cutting.

  • The merchandise is damaged.

  • Pieces of the products are missing

  • It is past the acceptable return time of 20 days

  • Original tags and packaging are missing or damaged.

  • Proper Return Procedure as mentioned in this section is not followed by the customer.

  • NO RETURN OR EXCHANGE ON CUSTOM TEXTURED OR COLORED HAIR OR WIGS/FRONTALS/CLOSURES 

Please note that after your custom order has been placed and sent for production we cannot issue a refund for delay in shipment. We use third-party shippers such as DHL, FedEx, and USPS and cannot control ship timing with standard postage.

  • Any goods returned outside the original condition will be reviewed by us to determine whether it is eligible for a partial refund, full refund or exchange as outlined in this section. A refund or exchange will not be provided for non-faulty products returned in a used condition or that have been tampered with.

  • Used condition and tampering includes but is not limited to: hair extensions that have

       1. been cut

       2. been colored, dyed, or permed

       3. had heat applied for straightening or curling

       4. that have any damage inflicted due to tampering, including traces of scents such as cigarette smoke or perfume.

       5. extensions that have been removed from the original packaging. While we appreciate any assurance they have not been used, these are hygienic goods and cannot be accepted back under such conditions. Under the rules of distance selling, hair extensions are considered "for the supply of goods made to the consumer’s

specifications or personalized or which because of their nature cannot be returned or are liable to deteriorate or expire rapidly;". We fully support and enforce this legislation when it comes to items removed from their packaging.

  • Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions.

  • If goods have been damaged in transit that can not be exchanged.

  • The buyer is responsible for all postage costs when returning items to us for refund or exchange of non-faulty items. All items are dispatched from and must be returned to the address on the back of your package. Once the goods are returned to our premises you will receive either the refund or exchange as we have agreed and reimbursement of the type of postage costs to our business.

We will not accept liability for products delayed, lost, or damaged during transit returned by you. We advise ensuring all items are returned to us and sending returns via recorded delivery. This service provides a tracking number should any delivery dispute arise. If a tracking number shows delivery of an item but our offices haven't received it, we reserve the right to contact DHL (or other couriers) to confirm the exact delivery address used. If the address is different from the one directed by SMD Hair, no refund or exchange shall be given.

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  • Any item returned that is determined to have been tampered with or used will be offered to be returned to the customer. This return is at the customer's expense.

  • All returns must be received within 20 days after the delivered date of shipment and notify us you would like an exchange. It is up to the discretion of the directors to allow returns outside of this time.

SMD Hair reserves the right to deduct postage costs from any refund amount for goods returned outside the time frames required by distance selling rules.