Refund & Cancellation Policy – TooLuxeHair LLC

At TooLuxeHair LLC, we value transparency. Please review our policy carefully before purchasing. By placing an order, you acknowledge and agree to the terms below.

ALL SALES ARE FINAL AFTER 2 HOURS

Order Cancellations & Change of Heart

We offer a limited cancellation window to accommodate a change of heart:

• Within 1 hour of placing your order: You may request cancellation for a refund minus a 10% restocking fee. This fee covers non-refundable Shopify processing, Route, and payment gateway fees we are charged upon checkout.

          Example: $275 order = $27.50 fee, and you receive $247.50 back.

• Between 1–2 hours of placing your order: You may request cancellation for store credit only. No cash refund will be issued. Store credit is valid for 90 days and can be used toward any product on tooluxehair.com.
• After 2 hours: All orders are final and cannot be canceled, modified, or refunded for any reason, including change of heart. Your order is submitted to our warehouse for production and fulfillment.

To request a cancellation within the applicable window, email tooluxehairsupport@gmail.com with your order number. The timestamp of your email determines which cancellation window applies.

Once an order is in production, it cannot be modified, changed, or canceled.

Please ensure your shipping address, product selection, and contact information are correct before completing checkout. TooLuxeHair LLC is not responsible for incorrect information entered by the customer at checkout.

Refunds

TooLuxeHair LLC does not issue refunds after the 2-hour cancellation window.

The only exception for a refund after 2 hours is through an approved package protection claim.

If you purchased package protection and your package is lost, stolen, or damaged, you must file a claim with Route. Once the claim is approved, the applicable refund will be issued by the insurance provider.

TooLuxeHair LLC does not issue refunds directly for lost, stolen, or damaged packages covered by package protection.

To file a claim:

File a Route Claim

Package Protection – Route

Package protection is available to customers at checkout.

If you decline package protection, TooLuxeHair LLC is not responsible for lost, stolen, or damaged packages once the order has been shipped and handed to the carrier.

If you purchase package protection and have an eligible approved claim, you may choose:

1. A refund issued by the insurance provider, or
2. A replacement order.

Claims must be submitted within 7 days of the delivery date or expected delivery date.

Returned Packages & Reshipment

If a package is returned to TooLuxeHair LLC by the shipping carrier due to circumstances including:

• An incorrect or incomplete shipping address provided by the customer
• Multiple unsuccessful delivery attempts
• The recipient being unavailable to accept delivery
• Failure to pick up the package from the carrier or designated pickup location
• Refused delivery
• Another customer-related issue that results in the package being returned

The order is not automatically eligible for a refund because it was returned to sender.

Once the returned package has been physically received by TooLuxeHair LLC, the customer may request to have the order reshipped.

A $15 reshipment fee must be paid before the returned order can be shipped again.

The $15 reshipment fee includes signature confirmation, and a signature will be required upon delivery of the reshipped package.

Customers are responsible for monitoring their tracking information, delivery attempts, carrier notifications, and pickup notices.

Returned packages will not be reshipped until:

1. The package has been physically returned to and received by TooLuxeHair LLC, and
2. The applicable $15 reshipment fee has been paid.

For complete shipping, delivery, and returned-package terms, please review our Shipping & Processing Policy:

TooLuxeHair Shipping & Processing Policy

Order Errors / Wrong Item

If you received the wrong item due to an error by TooLuxeHair LLC, please contact us within 24 hours of delivery at tooluxehairsupport@gmail.com.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item received

We will review the information and provide an appropriate resolution.

All other sales are final and are not eligible for return, exchange, or refund.

We do not accept returns or provide refunds for texture preference, curl pattern preference, or change of mind. Please review product descriptions and our hair care information carefully before purchasing.

Important Notes

• All sales are final after the 2-hour cancellation window.
• Shipping fees are non-refundable.
• Returned-to-sender packages are not automatically eligible for a refund.
• A $15 reshipment fee, including signature confirmation, applies when an eligible returned package is reshipped.
• Reshipment will not occur until the returned package has been received by TooLuxeHair LLC and the applicable reshipment fee has been paid.
• Customers are responsible for providing accurate shipping and contact information at checkout.
• Customers are responsible for monitoring tracking updates and carrier delivery/pickup notices.
• Refund processing times depend on your financial institution and may take 5–10 business days.
• Store credits are non-transferable, valid for the stated period, and cannot be converted to cash.