Refund policy
Domestic Returns & Exchanges
Return & Exchange Eligibility: We accept U.S. customer returns and exchanges within 30 days of delivery on eligible items. All items must be unopened, unused, unwashed, unbrushed, uninstalled, unaltered, untampered with, and in their original sealed packaging with tags or seals intact. Returns must be approved before being sent back.
Return Process: To start a return, log into your customer account at slrawvirginhair.com/account. Follow the self-serve prompts and upload photo proof of your items. Only eligible items will be visible in the return portal.
Refund Options: Once your return is inspected and approved, you may choose:
- Store Credit: Receive the full approved product value as an SL Raw Virgin Hair e-gift card. No restocking fee.
- Original Payment Refund: A 50% restocking fee will be deducted from the approved product value. Shipping fees are non-refundable.
Please allow up to 7 business days for your return to be inspected once received. If the item does not meet our eligibility criteria, it will not be approved, and the customer will be notified by email.
We will contact you to confirm your preferred refund method before processing.
Return Shipping: Customers are responsible for return shipping costs. We strongly recommend using a tracked service, as SL Raw Virgin Hair is not liable for lost or untraceable returns.
Final Sale Items: The following items are final sale for voluntary returns and exchanges: items marked final sale at the time of purchase, items purchased during semi-annual sales, holiday promotions, clearance events, bundle deals or sets, pre-orders, made-to-order items, sold-as-is items, and sanitary hair tools and accessories, including combs, brushes, bonnets, clips, and microbeads.
Damaged or Incorrect Items: Damaged, defective, or incorrect items must be reported within 2 days of delivery. Email sales@slrawvirginhair.com with your order number, description, and clear photos. The item must remain unused, unopened, uninstalled, and in its original packaging while the issue is reviewed. Depending on the issue, a replacement, store credit, or refund may be issued after inspection.
Unauthorized returns sent without approval may be refused. Any returned items that do not meet our eligibility requirements will not be approved for refund, exchange, or store credit. SL Raw Virgin Hair is not responsible for unauthorized returns sent without approval.
Lost or Unclaimed Packages: SL Raw Virgin Hair is not responsible for domestic or international packages that are marked as “Delivered” by the carrier. This includes packages that are lost, stolen, unclaimed, or discarded by the postal service after confirmed delivery to the shipping address provided at checkout. These situations do not qualify for a return, refund, or replacement.
Policy Enforcement: All returns and exchanges are reviewed according to our eligibility requirements. We reserve the right to refuse service to any customer showing signs of return abuse, hair switching, fraud, or excessive return activity. By purchasing, you agree to the conditions outlined in our Terms & Conditions.
International Orders
International returns and exchanges are not accepted for voluntary returns, change of mind, buyer’s remorse, or incorrect texture, color, or length selection, except where applicable consumer law provides a right to cancel or return.
Because hair extensions are hygiene-sensitive products, any eligible international return must remain unopened, unused, unwashed, unbrushed, uninstalled, unaltered, and in its original sealed packaging. Once the hygiene seal or original packaging has been opened, removed, or tampered with, the item is no longer eligible for return or exchange, except where applicable law requires otherwise.
International shipping fees, duties, taxes, tariffs, VAT, customs fees, and return shipping costs are non-refundable, except where applicable law requires otherwise.
International Exchanges: We do not offer international exchanges for different textures, colors, lengths, or products. To help ensure the right choice before purchasing, please use our Texture Matching Concierge and Color Matching Concierge when available.
Return to Sender Packages: If an international order is returned to our U.S. warehouse due to an incorrect address, unpaid customs fees, courier rejection, refusal of delivery, or failure to claim the package, you may be eligible for store credit only at our discretion, except where applicable law requires otherwise. Items must be returned in original, unused, unopened condition. A 50% restocking fee may apply. Original shipping fees, customs duties, taxes, tariffs, VAT, and return shipping costs are non-refundable.
Lost, Held, or Unclaimed Packages: SL Raw Virgin Hair is not responsible for international packages once marked as delivered by the carrier. We are also not responsible for packages delayed, held, rejected, abandoned, or discarded by customs or postal authorities due to unpaid duties, taxes, tariffs, VAT, customs fees, or import restrictions.
Custom & Made-to-Order Items: All custom items and made-to-order products are non-returnable and non-refundable internationally, except where applicable law requires otherwise or if the item is confirmed to be damaged, defective, or incorrect.
Language of Record: This policy is written in English. In the event of translation discrepancies, the English version will take precedence.