Returns and exchanges are accepted within 7 days of receiving the products. Please carefully read our policies below.
At Ebonybs Real Hair we maintain a very high level of quality assurance. Everything goes through a rigorous process and are inspected before shipping to make sure you are receiving the best quality product possible. It is our primary focus to make sure you are completely satisfied. However, if you feel you have received a defective product that is truly defective you must notify us by email within 7 days.
A customer service representative will provide the client with instructions for the return of all the products in question. Customers will be responsible for paying the costs associated with returning the items. If Ebonyb's Real Hair verifies and accepts that the product is defective in some way, we will then change or replace the item(s) in question and we wil also refund a portion of the shipping cost for the return.
Please note that under no account will we offer a replacement on any merchandise without receiving the item(s) in question.
As part of the Consumer Protection Regulations Act 2000, certain goods by reason of their nature cannot be returned. Hair extensions are hygiene sensitive products; therefore once the seal has been opened/ tampered with or the extensions have been taken out of their packaging, they will be exempt from refund or exchange policy. Other restrictions apply.
At Ebonybs Real Hair, we will do our best to match each of your exact specifications. However, because our natural hair is 100% virgin human hair and each piece comes from a separate donor, we cannot guarantee the colour or texture of the hair. Our natural hair comes in straight, wavy and curly patterns. The colour will range between a natural 1b and 2. Please note that refunds will not be issued by the dissatisfaction of a texture or colour, issues with natural tapering or concerns that are typical with natural hair products. However, occasionally Ebonybs Real Hair at our sole discretion may, exchange products or portions of a product provided request is made within 7 days of receiving the purchase.
We can only accept an exchange if the items are in its original condition. Note that the return must be unopened, undamaged and unaltered- not brushed, combed or picked. All labels, tied ribbons and hygiene seals must be untouched. Also, perming, coloring, lifting, rinsing, cutting the hair weft, removing the hair from the weft, unravelling the bundle or otherwise processing the hair VOIDS the Product Exchange Policy. We follow strict policies regarding the return of hair due to hygiene concerns and as part of the Consumer Protection Regulations Act 2000.
To process an exchange, the desired product will be sent back at your expense, so we suggest using an affordable, secure and traceable delivery service as the goods will be your responsibility until Ebonyb’s Real Hair has received them. Upon receiving your product it will be examined and if it has been returned unused and in its original condition and resalable condition then we will process an exchange.
If the client selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item.
Once your product has been received, it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.
Please note, all purchases including accessories that are purchased with a discount or purchased in a SALE are final unless there is a fault with the products.
All purchases made with a discount or purchased in a sale are final unless there is a fault with the product.
Custom orders are non refundable or Exchangeable. Please ensure you are fully aware of what you are ordering before purchase to avoid any disappointment.
CANCELLATION AND AMENDMENTS OF CUSTOM WIGS
Amendents to your custom order
All wigs are processed within 24 - 72 hours of receipt of payment. Therefore any changes to a custom wig MUST BE received no later than 24 hours from the time the order is placed. Any custom wig order amendments after this time will be subject to a fee half the cost of the wig to cover the cost of wasted materials.
Cancellation to your custom order
Custom made wigs go in to production shortly after an order has been placed with us. If you wish to cancel or change anything in your custom wig order this must be done within 24 hours. As all Custom made wigs are made on request to your specific measurements and customisation it may be difficult to get another customer to purchase your custom made wig. Therefore all lace wig orders that are cancelled or changed after 24 hours will be charged a 50% cancellation fee. This cancellation fee will not be waived under any circumstances.