RETURN POLICY

Merula virgin hair is always there with you！

We are pleased to accommodate returns and exchanges within 15 days on all sets that have not been worn, or tampered with.When you receive the order. If the hair quality&hair color&hair length is not right, please e-mail us at service@merulavirginhair.com to initiate your return and we will be more than happy to assist you further.

Under these conditions, return are accepted:

1.The items are not used, with its original status.

2.Within 15 days counted from the day package delivered.

3. Item is not on flash sale or limited sale.

Tips:

1.The buyer bears shipping back cost, except when wrong items are sent or there’s obvious quality problem when delivered.

2.The case that returning items without contacting the seller is not accepted.

3.USA client, please Ship it via USPS, and inform us the return tracking number by email: [email protected], return package without informing us the tracking number, or the item returned is not same as the one we sent, we aren't able to help you with the refund.  

If you're planing to go to the return address to return it, pls contact us in advance to get the opening hours of the warehouse.

4. Customer from other coutries,like UK,CA, ect, please contact customer service by email: [email protected] to start return process and get the return shipping address.

5. Please don't return the pacakge to the sender address listed on the package.

6. The refund would be made in 1-2 Business days the way it's paid after we get the return package and have the item checked, we will keep you updated by email of the refund process. The refund usually takes different time back to your account/card, payment made by Paypal balance would be back immediately, other payment methods, the time you get the refund differs, please contact the card/bank to check.

7. Flash sale or limited sale items are final sale, no return/exchange/refund accepted. 

Here are some FAQ in regards to our return policy:

1. How do i make a return?

Easy: e-mail us at service@merulavirginhair.com and let us know your order number. We will then provide you with instructions and a return address to ship your set back. All returned items will be inspected to see if you have the qualify for a refund.

Note: we highly recommend to ship your set via a trackable shipping option, as that can greatly expedite the process.

2. What is the return period?

We will provide a refund period on unused hair extensions within 15 days of the date that you receive your hair extensions.

3. Why are Merula hair extensions non-returnable if used?

Human hair extensions are considered a hygienic product. We take matters of hygiene and public safety seriously and do not allow used items to be returned for the safety of all our customers. We are not alone - other hair extensions suppliers do not allow returns of used items for the same reasons.

4. Do I have to pay for the shipping of my return?

The buyer bears shipping back cost, except when wrong items are sent or there’s obvious quality problem when delivered.

5. May I return my Merula hair without contacting you or getting an RMA(Return Merchandise Authorization)?

No. You must contact us prior to sending your return, as the return address may be different from the address your order was originally shipped from. Also, the RMA facilitates tracking of your returned product and expedites your refund. Please note that refunds for merchandise returned without contacting us cannot be guaranteed.

6. 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. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund. Some financial institutions can take up to 3 business days to process the refund. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.

7. How may i contact you?

Please contact us by e-mail at [email protected].

We always guarantee a response within 24 working hours and will be happy to help you!

Thank you,

Merula Virgin Hair

Email: service@merulavirginhair.com