A refund or an exchange is available for up to 14 days from the date you received the order. After 14 days a request is possible at the company's discretion. Everything here is subject to the Israeli Consumer Protection Law, 1981, and the Consumer Protection (Cancellation of Transaction) Regulations, 2010.
A request for a refund, a change or a cancellation is sent through one of the company's contact channels. A refund is issued to the same payment method used for the order, and is confirmed only after you have received written notice from us.
Two entirely different cases
You changed your mind, or the product is faulty
If you changed your mind
This is a voluntary cancellation and does not depend on any fault. The conditions:
- The product returns to us at your expense, sealed in its original packaging.
- It has not been used in any way.
- It is returned with the invoice or other proof of purchase.
- The costs of returning it are yours.
- A cancellation fee applies: 5% of the product price or ILS 100 — whichever is lower.
If the product is faulty
Here collection or replacement is our responsibility. We may ask you to send the product by post — at our expense — and we arrange the repair or the replacement.
A product declared faulty is examined by us. If the examination finds it sound, no refund is issued, and you may ask us to send it back on payment of a further shipping fee.
What that means in practice, and what such an examination looks like, is on the warranty page.
Hair extensions are a product that opens once
An opened pack, and a weft that has been cut or fitted, is not a product that can be returned voluntarily — that is hygiene rather than policy. Which is why the match is closed before the pack is opened: against the physical shade board the agent brings, not against a screen. The shade guide explains how.
If what arrived is not what was ordered — another shade, another length, another quantity — that is not a change of mind but a mismatch, and the route is professional support.