100 Days Easy Return Policy
Friendly Reminder:
We would like to communicate an important change to you. We have adjusted our return policy to provide more flexible and customer-friendly return services. Starting from now, for all orders placed after March 8th, the return period will be extended to 100 days, and no longer will there be a 15% restocking fee. This will give you more time and freedom to decide whether you need to return the product.
However, for customers who placed orders before this date, we will continue to follow the previous policy, which includes a 15% restocking fee, and the return period remaining at 50 days. We deeply understand that this change may cause inconvenience for some customers, but we hope you understand the necessity of how we handle orders from different periods.
We greatly appreciate your continued support for our store. If you have any questions or need further explanation, please feel free to contact us. We are more than willing to help address any concerns you might have.
At Ugeat, we prioritize the quality of our hair extensions and your satisfaction with them. Our commitment is to always treat our customers fairly and reasonably. We stand behind our products, and we'll do our utmost to take care of you and ensure your contentment.
Return/Exchange Eligibility:
We accept product returns. You have the right to request a return within 100 days from the date of your order.（For orders placed after March 8th）
If both parties agree to the return after negotiation, please send the parcel back to our warehouse within 14 days using the return address we provide. After this period, we won't be able to process your return request.
Furthermore, if the return process extends beyond the total service period of 100 days but remains within the 14-day negotiated return period, the refund will not be processed.
Please ensure that the return address we provide matches the one on the shipping label before sending the item back. If the parcel is sent to the wrong address, any resulting losses will be the customer's responsibility.
※About Custom Products: Items labeled with [pre-sale] in the title are considered Custom products. The handling time is clearly stated on the product description page. If you wish to cancel your order after placing it, please reach out to us at service@ugeat.com within 48 hours to initiate the cancellation process. After 48 hours, we won't be able to cancel the order if the factory has already begun production. Once the product has been shipped, [pre-sale] products cannot be returned or exchanged. (If we have not shipped the product within the handling time, you can contact us to assist with canceling your order.) To ensure the right color choice before purchasing a custom length, we recommend ordering Swatches to see the colors in person.
※ Product images are taken using the real product, but please be aware that slight color differences may occur due to batch variations, lighting, and display settings. To confirm the color before making a purchase, feel free to contact us. Please note that we do not cover the return shipping fee for color differences.
※ For [Clearance Product] (BUY ONE GET ONE FREE PRODUCT) and [Promotion Product], returns cannot be accepted. We appreciate your understanding.
※ For [US Only] Product, it is a one-time purchase item, we cannot accept returns or exchanges. Please understanding.
※ If the order includes a product purchased with a free discount code, the remaining amount will be refunded after deducting the original price of the product.
※ Please note that if a product is returned without prior consent, we will not be able to resend the package to the customer. Any resulting losses incurred in this process will be the customer's responsibility.
Do I have to Pay for the Shipping of My Return/Exchange?
Why are Ugeat Hair Products not Exchangeable/Returnable if Opened?
Please understand that human hair products fall under the category of hygienic items. As a brand, we prioritize matters of hygiene and public safety, and for these reasons, we do not accept returns of items with the inner packaging opened and the gold thread removed. This policy aligns with industry standards, and other hair extensions suppliers also refrain from accepting returns of opened items for safety concerns. No exceptions can be made to this policy. If you have any doubts about the integrity of your security seal, feel free to reach out to our customer service at service@ugeat.com.
Can I Return or Exchange Hair if it has been Colored or Dyed?
We don't recommend double dyeing, as an unprofessional dyeing process can significantly shorten the hair's lifespan. Typically, the hair can be dyed into a darker color. However, we advise you to test a small strand of hair first to ensure a good match with your hair before dyeing the entire piece. Please be aware that we do not accept returns for hair that has been colored or dyed.
Can I Exchange My Hair Extensions for a Different Length?
Certainly! We do accept exchanges for different lengths and colors for eligible hair extensions. In such cases, you will receive STORE CREDIT, which you can use to repurchase your desired length and shade. Please note that we do not issue refunds for any price difference in length, so it's important to make a well-informed choice when selecting the length. If you need help in choosing the right length before making your purchase, feel free to reach out to us at service@ugeat.com.
What if my order is defective?
If you encounter a defective product, please send a photo of the defect along with a description to our customer service at service@ugeat.com. We are more than happy to assist you in resolving the issue promptly and to your satisfaction.
How do I Return My Item?
To return your Ugeat Hair Extensions, please ensure they are shipped back unopened in the original packaging. It's important not to open, tear, or damage the inner packaging in any way or remove the gold thread, as this would render the return ineligible. Kindly include a copy of your invoice with your return/exchange to facilitate tracking of your product and expedite your refund.
Before sending the item back, please ensure that the return address we provide matches the one on the shipping label before sending the item back. If the parcel is sent to the wrong address, any resulting losses will be the customer's responsibility.
Please return the parcel to our warehouse within 14 days of receiving the return address we provide. After 14 days, we will be unable to process your return request.
Why 15% Restocking Fees for Returns that are not Hair Quality Issues?
We apply restocking fees to cover the costs associated with processing an order and handling a return. When you buy an item and then return it, there are various expenses involved in managing the return process.
1. We prioritize safety and health. As a result, all returned packages need to be sterilized and repackaged. New packaging materials are often required, as they are typically designed for single-use (initial shipment and possible return). The time and materials required for inspecting, repackaging, and restocking are substantial. We appreciate your understanding.
2. High-cost Expedited shipping. For orders with free expedited shipping, the actual shipping cost is deducted from our profit margin once you reserve the item. If the item is later returned, there is no profit, and the customer is responsible for paying the actual shipping charges. After all, FedEx, DHL, and USPS do not offer their services for free.
Rest assured that restocking fees are only applied in cases where an item is returned for reasons unrelated to quality issues.
Notice:
We have warehouses in China, the United States, and Germany. To ensure the smooth processing of goods, please refrain from sending products back privately. We will arrange the nearest warehouse according to your location for your convenience.
Given the unique nature of hair extensions, we kindly request that you contact us to confirm whether your return meets our conditions. All returns must be approved and processed through our official channels, and we appreciate your cooperation in following the proper return procedures. Should you encounter any concerns or issues with the product, please don't hesitate to reach out to our customer service team. We are here to assist you and find a satisfactory solution.
For products returned privately, we must charge 50% of the order amount. We hope for your understanding and support in this matter.
Can I Rejecting the Package?
NO!!! If you receive the product and need to return it, please contact us at service@ugeat.com. We will actively assist you. However, please do not reject the package. When a package is rejected, it will be returned to the sender's address, incurring high shipping and customs fees. The costs resulting from the rejection will be fully borne by the customer who initiated the rejection.
When Will I Receive my Refund or Store Credit?
Returns will be processed within 5 business days after we receive your return. Refunds will be issued to the original form of payment. Please allow an additional 3-5 business days after your return is received at our Returns Center for processing.
Out of Stock Policy:
Please be aware that our inventory can change throughout the day, and an item marked as "in stock" when you place your order may actually be out of stock. In such cases, we will promptly contact you by email to notify you about the backorder status. The email will also include information on how to cancel the order if you prefer not to wait for the item to be restocked. Most out-of-stock items are back in stock within 1 week, and sometimes even sooner. For *Domestic orders, backorders will automatically be upgraded to 2-4 day shipping to deliver your items to you even sooner. Please note that custom lengths are not kept in inventory but can be specially ordered for you, and they typically ship within three to four 3-4 weeks.
About High-risk Orders Policy:
Our system automatically detects high-risk orders. If your order is identified as high-risk, we will reach out to you by email within 24 hours. Please promptly respond to the email and provide the requested information. Once we verify that the provided information is correct, we will promptly ship your order to you. However, if we do not receive the necessary information within 7 days, we will automatically cancel the order for you. Your cooperation is greatly appreciated in ensuring a smooth and secure order process.
About Lost Package Policy:
Once the package is delivered to the correct address, we will send you an email notification. Please ensure to sign for your parcel as soon as possible after receiving the email. If you do not locate your parcel despite receiving the email notification, please contact us within 7 days. We will promptly reach out to the courier company on your behalf to help locate your parcel. However, if you exceed this time frame, the courier company may not be able to assist further, and any loss incurred will be the responsibility of the individual customer. Your prompt action is crucial in ensuring timely resolution in case of any lost packages.
Ugeat Hair reserves the right to make the final interpretation of the policy.