RETURN & EXCHANGE
At Nay's Hair Company LLC, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!
EXCHANGES
Exchanges can be complicated and time consuming. So, instead we will help you process a return for a refund.
RETURNS
If you purchased a product and change your mind at the time you receive it, you may return it for a refund (or exchange it if purchase in-store) within 30 days. Purchases may only be returned or exchanged at the original location of purchase.
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Refunds are only given for products that are still in unopened and unused condition. Products must not be opened, worn or tampered with due to hygienic reasons and the safety of our customers.
*The below products are Ineligible for returns/exchanges.
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Wigs
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Hairpieces, Bangs, and Ponytails
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Skinny Clip-in Singles
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Discontinued and/or sale items
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Haircare
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All tools & Accessories
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Refunds will only be issued if products are returned within 30 days of purchase date.
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Refunds are issued in the original form of payment once the returned products are received by Nay's Hair Company LLC.
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Original shipping costs are non-refundable and return shipping is not provided by Nay's Hair Company LLC.
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Free shipping specials are subject to minimum order amounts; hence a refund will be issued less the actual shipping cost.
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Refunds may take 3-4 business days to process once Nay's Hair Company LLC. Has received the returned product.
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Please keep the tracking number of returned product(s) for delivery verification.
How do I initiate a return?
To start a return, please contact Customer Service. This is required in order to process a refund. Attach a copy of your original invoice along with the returning products.
Or call us during business hours:
Toll Free: 855-642-9111
PST Hours: MONDAY - FRIDAY 9:00am - 5:00pm | Sat - Sun: Closed
*Please note: Appropriate sized shipping boxes must be used in order to prevent packages from being damaged upon arrival. We will not accept any items that does not arrive in its ORIGINAL CONDITION - no exceptions.
HAVE A QUESTION? NEED ASSISTANCE? PROBLEM WITH AN ORDER?
We try hard to respond to any questions or customer service issues within one (1) business day.
Please email us regarding your question or concern at Return@nayshaircompany.com
If this is an urgent matter, please contact us at the number below.
Toll Free: 855-642-9111
PST Hours: MONDAY - FRIDAY 9:00am - 7:00pm | Sat & Sun: Closed
NAY'S HAIR COMPANY QUALITY STANDARDS
The nature of 100% human hair extensions is that there is variability in the raw, organic materials. Nay's Hair Company maintains the upmost standards in quality and production control to minimize variability. However, in rare instances, this variability can sometimes result in an experience below our standards. If you experience this within one week of wear, please contact us right away. We provide up to 30 days of product purchase for you to contact us so we can help resolve the issue.
SHIPPING POLICY
FLAT RATE SHIPPING WITH SIGNATURE CONFIRMATION: currently ships orders using USPS. Standard shipping requires 3-5 business days for delivery after it ships, in addition to a signature upon delivery. Shipping confirmation and tracking is available via email as soon as your order departs our facilities. Please note that once packages are received by USPS, we are no longer responsible for the delivery of the item. This responsibility is passed on to the United States Postal Service (800-275-8777).
EXPRESS SHIPPING POLICY: offers 2 day shipping for $45.00. This shipping method automatically includes insurance and signature confirmation at no extra charge.
INTERNATIONAL SHIPMENTS: ships international orders via USPS priority International. International shipments cost $35.00 for any destination worldwide and are normally received within 10 business days. Nay’s Hair Company LLC is not responsible for any fees (custom fees or taxes) associated with your shipment upon delivery. We do not refund shipping charges for orders returned.
TERMS & CONDITIONS
We will make every effort to match your order exactly, meaning color, length and texture. All of our hair is 100% virgin human hair and each piece comes from separate donors which means our material hair color can range from 1b to 2. Special colors can be purchased upon request; these are called custom orders which will take 10-15 business days to ship if they are not in stock. If you are not satisfied with the color or texture we will exchange your hair or give you a refund within 15 days after purchasing, only if the virgin human hair is unused, not washed and in its original packaging.
Bulk orders return or exchange will be made within 30 calendar days.
Payment terms are always 100% upfront. We accept all major credit cards and/or you may use your Paypal account to make payments as well. Your credit card will be charged as soon as your purchase is made.
Product availability
If your product is out of stock or unavailable we will contact you the same day to see if you would like to purchase a similar product. If not we will fully refund your money immediately.
Exchange or replacement
If you receive a product that is defective you may contact us within 7 calendar days from the date of purchases so that we may address the issue promptly. You must return the hair to us and at that time we will determine if the hair is indeed defective. If so we will exchange the hair or refund your money. Notice no hair will be exchanged or refunded if it is damaged by chemicals or use of bad products. Hair must be unused and in its original packaging.
Privacy
We don’t allow or permit any entities to contact or retrieve your personal information from our site visitors or customers. Nay’s Hair Company will only use your personal information strictly for the purpose of executing your order. We do not share information with outsiders. If you have any questions feel free to contact me.