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CAN I RETURN OR EXCHANGE A HAIR REPLACEMENT SYSTEM IF IT IS DEFECTIVE? 

We maintain strict standards for quality assurance. All of our orders are meticulously inspected prior to shipping.

However, if the item is defective please send a photo or photos (both close-up and full-shot with packaging) with a detailed email description to customercare@bixbywells.com. We will gladly help to resolve the issue. If the security loop and the attached security tag has been removed from the defective item(s), then we may offer one of the following remedies: exchange.

 

CAN I RETURN OR EXCHANGE MY HAIR REPLACEMENT SYSTEM?

Hair replacement systems that are NOT combed, finger combed, brushed, cut, cut to template, colored, installed, or physically and chemically altered in some way CAN be exchanged for an item or items of equal or greater value. Also, said item will be subject to a 15% restocking fee.

Please be advised that according to federal law, we cannot accept for return or exchange hair products that have been altered in the following ways: combed, finger combed, brushed, cut, cut to template, colored, installed, or physically and chemically altered in some way. We also do not return or exchange hair replacement systems in which the package has been opened, the security loop is not intact, and the security tag is removed. 

The item can only be exchanged for an item(s) of equal or greater value. Also, the exchanged item will be subject to a 15% restocking fee.

 

WHAT IF I CHOOSE TO IGNORE THE BIXBY WELLS BRAND RETURN POLICY AND SEND MY HAIR SYSTEM BACK WITHOUT CONTACTING YOU FIRST?

Your return package will be sent back to you. When you make a purchase from our website, you legally agree to the terms of the Return Policy prior to checking out. Also, Bixby Wells Brand will not be responsible for lost or stolen "return packages".

 

WHAT IS THE EXCHANGE PERIOD?

The exchange period for unopened hair replacement systems is five (5) days from the date that your order is delivered.

 

CAN I CHANGE MY ORDER ONCE I'VE PAID?

We do not perform order cancellations or refunds due to external, personal plan changes that may occur that are unknown and unrelated to Bixby Wells Brand once the order has been paid at checkout.

 

CAN I RETURN MY HAIR REPLACEMENT SYSTEM FOR A REFUND?

Refunds of hair replacement systems are not permitted. 

 

HOW DO I MAKE AN EXCHANGE?

To initiate an exchange, a request for an exchange that includes your order number (example: BW1001) must be made via our Contact Us page within 5 business days from the date your order is delivered. We will then provide you with detailed instructions and a return address to ship your item(s). We strongly recommend that you ship your item with tracking and a signature confirmation because Bixby Wells Brand is not responsible for lost or stolen packages.

Important note: An exchange will only be honored if the hair replacement system has not been removed from its original packaging and the security loop is intact with the security tag attached. 

 

IS THERE A RESTOCKING FEE?

The item or items for exchange can only be exchanged for an item or items of equal or greater value. And, the exchanged item will be subject to a 15% restocking fee.

Once the item for exchange is received by Bixby Wells Brand, we will send an invoice for the 15% re-stocking fee and the cost difference of the item you are exchanging, if applicable. This restocking fee must be paid within 3 business days to go forward with the exchange. If the invoice is not paid within 3 business days, the item will be returned to you, and all remedies (exchange or replacement) will be terminated and VOID. These terms are agreed to when you check out. 

 

DO I HAVE TO PAY FOR MY OWN RETURN?

As outlined above, you are responsible for all return shipping costs. We recommend that you send your return with tracking information because Bixby Wells Brand cannot be held responsible for lost or stolen return packages. International Customers: please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you. 

 

WHY CAN I NOT EXCHANGE MY HAIR REPLACEMENT SYSTEM IF OPENED OR WORN?

Human hair replacement systems and pieces are considered a hygienic product. We take matters of hygiene and public safety very seriously and do not allow opened or used items to be returned for the safety of all our customers. We are not alone - other sellers of human hair products do not allow returns of opened or used items for the same concern.

 

UNDER WHAT CIRCUMSTANCES CAN I NOT RETURN OR EXCHANGE MY HAIR REPLACEMENT SYSTEM?

Altering a hair replacement system in any of following ways will void the exchange process: combing, finger combing, brushing, cutting, cutting to template, coloring, installing, or physically and chemically altering in some way. 

Stock Systems cut to template and custom orders cannot be refunded, returned or exchanged for any reason.

 

 

*Stock hair systems:

• Can only be returned if unworn and unaltered, whether alterations are made by you or by us at your request.
• Stock Systems Cut to Template and Custom Orders cannot be refunded, returned or exchanged for any reason.
• Goods must be returned within 5 days after you receive them. Note: All Bixby Wells Brand hair replacement systems are shipped via USPS Priority Mail. Installations kits, grooming kits, and touch-up kits that contain items deemed "hazardous materials" by the USPS or any other delivery service are shipped using Ground shipping.
• We will only replace or refund after we have received your returned items. We take no responsibility for returns lost by any delivery services.

 

*Custom hair systems:

- If it is faulty, we will repair it. If it is irreparable we will make a replacement system.

- You must provide photos and/or videos that demonstrate fault.

- Can only be returned if unworn and unaltered by you.

- Goods must be returned within 30 days after you receive them.

- Refunds can be claimed if unworn and unaltered by you.

- Refund attracts 50% service fee.

- In order to cover labor and material costs, if you cancel a custom order before you recieve it, you will only recieve a 50% refund.

- If you order a wrong custom made hair system by mistake, the hair system cannot be returned for a refund. If you would like us to adjust it, extra cost will be charged accordingly.

 

 

*Accessories:

-Refund can only be given if packaging is unopened.