We want you to be completely satisfied with your purchase of our hair extensions, and we understand that sometimes issues arise. If you receive your extensions and experience any of the following problems within 30 days of receiving them, please don't hesitate to contact us to request a replacement: have not been opened, worn, or tampered. 

DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN/EXCHANGE?

If you are returning your order for a refund, you will be responsible for your own return shipping costs. The shipping label amount will be deducted from your total refund. If you are using your own shipping label, we recommend that you send your package with tracking included as we cannot take responsibility for lost returns.

If you're not satisfied with your product for any other reason, we offer full refunds in the following circumstances:

• The item you received is not the one you ordered
• The product you received is heavily damaged (we may require proof of the damage before processing your refund)

If you're missing any items, such as velcro clips and straps, please contact us within 30 days of receiving your item for a partial refund.

CAN I GET HELP FINDING A BETTER MATCH?

We're happy to help you find a better match. Please email our team at support@tresselle.com with the following photos:

• A photo of your hair in natural lighting where we can see it fully
• A photo of your hair in comparison to the tester weft (natural lighting)

WHEN WILL I RECEIVE MY REFUND?

A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned hair extensions were not opened. Once your extensions have been delivered back to our warehouse, this can take up to 3-5 business days to finalize.

Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.

WHEN WILL I RECEIVE MY EXCHANGE?

Your new order will be released for processing as soon as our warehouse has received and inspected your return. Kindly allow 3-5 business days for this once your set has arrived back at our warehouse. All new orders will take an additional 1-2 business days to process and ship from our warehouse, regardless of the shipping method. 

Note: If you are exchanging for a lower value item, we will issue a partial refund back to your original method of payment. Please allow up to 7 business days for this credit to appear on your bank statement. If you are exchanging for a higher value item, we will email you a custom invoice to pay for difference in price. As soon as this has been paid, your new order will be released for processing.

WILL I BE REFUNDED MY EXPRESS SHIPPING COST?

No. Express shipping costs are non-refundable.

If you need to cancel your order, you may do so within 12 hours of placing your order. After that time, we can no longer cancel your order and issue a refund unless the product meets the conditions for a refund when delivered.

If you have any questions or concerns about our return policy, please don't hesitate to contact us at support@tresselle.com. We're here to help!