Refund & Cancellation Policy – TooLuxeHair LLC

At TooLuxeHair LLC, we value transparency and want our customers to understand our policies 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 helps cover non-refundable processing, payment gateway, and other transaction-related costs incurred when an order is placed.

  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 products on tooluxehair.com.
• After 2 hours: All orders are final and cannot be canceled, modified, or refunded due to change of heart. Your order may already have entered our production and fulfillment process.

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. Customers are responsible for the accuracy of information submitted at checkout.

Refunds

TooLuxeHair LLC does not issue refunds for change of heart after the 2-hour cancellation window.

Exceptions may apply when an eligible lost, stolen, or damaged shipment is covered by package protection or third-party shipping insurance and the applicable claim has been approved.

Any refund, replacement, reimbursement, or other resolution involving an insured shipment is subject to the applicable protection or insurance provider's eligibility requirements, terms, exclusions, and claim determination.

Submitting a carrier or insurance claim does not guarantee approval, a refund, or a replacement.

When a carrier investigation or insurance claim is required, the investigation and claim process may need to be completed before the appropriate resolution can be determined.

Hair Extensions Return & Refund Eligibility

For hygiene, quality control, and product integrity reasons, all hair extensions must remain in their original, unused, and unaltered condition to be considered for an eligible return.

Hair extensions are not eligible for discretionary returns or refunds if:

• The original brown securing ties have been removed, cut, or altered.

• The hair has been brushed, combed, washed, installed, colored, chemically treated, or otherwise altered.

• The original packaging, tags, or product seals have been removed or damaged.

• The hair shows signs of use or handling beyond what is reasonably necessary to inspect the product.

Customers are strongly encouraged to inspect their bundles before removing the original securing ties or altering the hair in any way.

Product Quality Concerns & Reporting Deadline

If you believe you received a defective, damaged, or incorrectly described product, you must contact TooLuxeHair LLC within 48 hours of the confirmed delivery date at tooluxehairsupport@gmail.com.

Please provide the following:

• Your order number.

• A detailed description of the issue.

• Clear photographs or videos showing the condition of the hair.

• Photographs of the original packaging, tags, and securing ties, if available.

All reported product concerns will be reviewed individually based on the information and supporting documentation provided.

Removing the original securing ties, brushing, washing, installing, or otherwise altering the hair may affect return eligibility and our ability to verify its original condition.

Requests submitted after the 48-hour reporting window may be subject to additional review and may not qualify for a discretionary return or refund.

TooLuxeHair LLC reserves the right to review and determine eligibility for discretionary returns, refunds, replacements, or store credit in accordance with our established policies.

Nothing in this policy limits or overrides any rights or remedies available to customers under applicable consumer protection laws.

Package Protection – Route

Package protection may be available to customers during checkout through Route.

If Route protection is purchased and a package is lost, stolen, or damaged, the customer should submit an eligible claim through Route.

If the claim is approved, the available resolution will be determined according to Route's applicable terms and claim decision.

To file a Route claim:

File a Route Claim

Customers should review Route's applicable terms for claim deadlines, eligibility, exclusions, and available resolutions.

Optional Secondary Shipping Insurance

Customers who did not purchase package protection at checkout may, when available, request optional secondary shipping insurance for an existing order before the shipping label is purchased.

The cost of secondary shipping insurance is based on the shipment and/or insured value and must be paid before coverage can be added.

Payment for secondary shipping insurance does not by itself activate coverage. Coverage becomes effective only after payment has been received and TooLuxeHair LLC has successfully purchased the applicable insurance coverage for the shipment.

Secondary shipping insurance cannot be added after the shipping label has been purchased or after the package has shipped.

Coverage, eligibility, exclusions, claim requirements, reimbursements, and claim decisions are governed by the applicable third-party insurance provider's terms.

Customers interested in adding secondary shipping insurance to an eligible existing order should contact tooluxehairsupport@gmail.com as soon as possible and before the order ships.

Orders Without Package Protection or Shipping Insurance

If a customer declines package protection at checkout and does not purchase any available secondary shipping insurance before shipment, the package will not have the additional third-party protection described above.

Once an order has been shipped and transferred to the carrier, delivery issues may require a carrier investigation before TooLuxeHair LLC can determine what assistance or resolution may be available.

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

Lost, Missing, Stolen or Damaged Packages

If tracking indicates that a package may be lost, missing, stolen, or damaged, please contact tooluxehairsupport@gmail.com as soon as possible.

Depending on the circumstances, TooLuxeHair LLC may initiate or assist with a carrier investigation, package protection claim, or shipping insurance claim.

Customers may be required to allow the carrier or insurance provider reasonable time to investigate the shipment and issue its determination before a refund, replacement, reimbursement, store credit, or other resolution can be determined.

An approved carrier or insurance claim does not necessarily mean that payment has already been received or that a refund or replacement has automatically been issued. TooLuxeHair LLC will communicate the applicable next steps once the claim process and any required documentation have been completed.

Orders Still Within the Processing Timeframe

TooLuxeHair LLC's standard processing timeframe is 7–10 business days. For processing purposes, our business days are Monday through Thursday only. Fridays, weekends, and holidays are not included.

Processing time occurs before shipping/transit time begins.

An order that has not yet shipped is not considered lost or missing solely because it remains within the stated processing timeframe.

Customers with questions or concerns about an order that is still processing are encouraged to contact tooluxehairsupport@gmail.com so our team can review the order status and assist.

Payment Disputes Related to Processing or Delivery

We encourage customers to contact TooLuxeHair LLC directly regarding processing, shipping, delivery, or package concerns so we have an opportunity to review and assist.

Filing a payment dispute does not automatically cancel an order, establish eligibility for a refund, or replace an applicable carrier investigation, package protection claim, or shipping insurance claim process.

If a payment dispute is filed, TooLuxeHair LLC may provide the payment processor, card network, issuing financial institution, or other relevant party with applicable records related to the transaction, including order information, accepted policies, processing information, tracking and delivery records, carrier documentation, and relevant customer communications.

Nothing in this policy is intended to limit any rights a customer may have under applicable law or their card issuer's rules.

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.

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:

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.

We do not accept returns or provide refunds solely 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, subject to any applicable exceptions stated in this policy.
• Processing time is 7–10 business days, Monday through Thursday only, excluding Fridays, weekends, and holidays.
• Processing time and carrier transit time are separate.
• Shipping fees are non-refundable, except where otherwise required by applicable law or an approved claim specifically provides otherwise.
• Package protection or shipping insurance claims are subject to the applicable provider's terms and final determination.
• Secondary shipping insurance must be requested, paid for, and successfully added before the shipping label is purchased.
• 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.
• Customers are responsible for providing accurate shipping and contact information at checkout.
• Customers are responsible for monitoring tracking updates and carrier delivery or pickup notices.
• Refund processing times may vary by financial institution and may take 5–10 business days after a refund is issued.
• Store credits are non-transferable, valid for the stated period, and cannot be converted to cash.