Refund policy
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Returns & Refund Policy
At The Urban Edit, we take pride in providing high-quality hair extensions. Due to the hygienic nature of our products, we have specific return conditions to ensure all customers receive safe, unused items.
Change of Mind Returns
We accept returns for change of mind under the following conditions:
- The item must be unused, unopened, and in original packaging
- Security ties, tags, and seals must remain intact
- Return must be requested within 7 days of delivery
Once approved, you may choose:
- Store credit
- Exchange for another product
Please note: Return shipping costs are the responsibility of the customer.
Hygiene Policy (Important)
For hygiene reasons, we cannot accept returns if:
- The extensions have been opened, worn, brushed, or altered
- Packaging or security seals have been removed
- The product shows any signs of use
This is to protect all customers and maintain product integrity.
Faulty or Incorrect Items
If your order arrives:
- Faulty
- Damaged
- Incorrect
Please contact us within 48 hours of receiving your order with:
- Your order number
- Clear photos of the issue
Once assessed, we will offer:
- Replacement
- Store credit
- Refund (if applicable)
Refunds
Refunds are only issued for:
- Faulty or defective products
- Incorrect items sent
Approved refunds will be processed back to your original payment method within 5–10 business days.
Wholesale Orders
For wholesale purchases:
- All sales are final unless items are faulty
- No returns or exchanges for change of mind
How to Request a Return
To start a return, please email us at:
[your email address]
Include:
- Full name
- Order number
- Reason for return
- Photos (if applicable)
Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account
- Contact your payment provider
- If still unresolved, contact us at [your email]
Contact Us
For any questions, please contact:
The Urbam Edit Hair Extensions
Email: urbanrawmaitland@gmail.com
Location: Australia