Each custom order is carefully customized according to the client’s specifications (shade, length, density, method). For reasons of customization and hygiene, all custom items are Final Sale — no refunds, returns, or exchanges.

1) Ordering & Payment Process (Important)

1. Custom Order Creation: We review your request and prepare a Custom Order detailing color, length, grams, method, price, and estimated production time.
2. Payment Link: You will receive a secure payment link for the full order amount (invoice included).
3. Production Start: Production begins only after full payment is received and the specifications are approved in writing.
4. Changes/cancellations are only possible before production starts.

Once production has begun, no changes or cancellations are allowed.

2) Production Timeline

• Standard production time: 4–5 business days after approval and full payment.
• Business days exclude weekends and public holidays. During peak periods, additional time may be required (we’ll notify you of any material delay).

3) Shipping & Transit

• Transit time depends on your city/country and the carrier/service chosen at checkout.
• Shipping time is additional to production time. Tracking will be provided upon dispatch.
• Carrier, weather, or customs delays are outside our control and not grounds for refund on custom items.
• International customers are responsible for any duties, taxes, or import fees.
• If a parcel is returned due to incorrect address, unclaimed/refused delivery, reshipment fees will apply.

4) Color Matching & Natural Variation

• We aim for precise matching; slight differences may occur due to screen settings and the natural characteristics of human hair.
• For best accuracy, consider swatches or a professional color match prior to purchase.

5) Quality Review / Defective or Incorrect Items

• If your item arrives defective or incorrect, please contact us within 7 days for assistance.
• To evaluate a claim, we may request photos/videos and the item must be unused and unaltered (not washed, cut, colored, or installed) with hygiene seals intact.
• Approved resolutions may include repair, replacement, or store credit at our discretion.

6) Care, Installation & Warranty

• Professional installation is recommended. Follow our Care Instructions to preserve quality.
• Damage caused by improper installation, chemical services (including bleaching), excessive heat, or lack of maintenance is not covered.
• Normal shedding/minor variation over time is expected and not considered a defect.

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By placing a custom order, you acknowledge and agree to this policy.
Questions? We’re here to help: support@eternaluxehair.com