Refund & Return Policy

Return policy

At Sapphire Virgin Hair we maintain a very high level of quality assurance. All our hair is prepared and professionally packaged at our office in Tampa, FL. Everything goes through a rigorous process to make sure you are receiving the best quality product possible. All hair orders are thoroughly inspected before shipping. It is our primary focus to make sure you are completely satisfied.

Due to the nature of our products, all sales are final, we accept returns, however. they are subject to our discretion.

Replacements

We take great pride in our product and it is 100% guaranteed. Since natural hair is reactive to a simple wash and deep conditioning product issues or concerns can often easily be remedied by implementing a simple care regimen. However, if you feel you've received a product that is truly defective and unusual we want to hear from you. If you have received any product that is defective you must contact us within 14 calendar days from the date of purchase. Although no refunds are permitted we will address the quality issue at once. A Customer Service Representative will provide the customer with instructions for the return of ALL of the product in question. Note that perming, coloring, lifting, rinsing, cutting, removing the hair from the weft or band, or otherwise processing the hair VOIDS the Product Defect Exchange Policy. If Sapphire verifies and agrees that the product is defective in any way, Sapphire will then exchange or replace the item.

If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. Sapphire will cover the cost of shipping the exchanged/new item back to the customer if ground shipping is selected. Otherwise, the customer will receive a $15 credit towards another shipping option. If Sapphire does not validate the product defect issue, we will return the item in question to the customer at our expense (via ground) without an exchange of product.

Exchanges

From time to time, Sapphire Virgin Hair, at its sole discretion, may exchange products or portions of a product under the following conditions:

            Requests must be made within 14 calendar days from the date of purchase. Any exchange request after 14 calendar days will not be honored.

            We will not accept any merchandise which has been used or altered (brushed, combed, picked, cut, removed from the weft or band, or processed) in any way. According to the Federal law, you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns, and federal law. Please return the item in the original and resalable condition as a necessary health precaution. Note that perming, coloring, lifting, rinsing, removing the hair from the weft or otherwise processing the hair voids ALL EXCHANGE AND REPLACEMENT guarantees.

            Product must be exchanged for something of equal or greater value. No refunds will be permitted.

            You must send the product back to us in order to process the exchange. In order to process an exchange, the unwanted product would need to be sent back using our address. Once your product has been received it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.

* In the Rare Occurrence of a product defect, the policy will be as follows:

There is a 14-day Product Defect Exchange Policy which commences on the date of purchase. Customers should contact a Sapphire Virgin Hair Representative at (813)-473-2584 and notify them of their issue or concern. The hair must be removed and the entire purchased amount must be returned for the quality assurance process to begin. Note that perming, coloring, lifting, rinsing, removing the hair from the weft or otherwise processing the hair VOIDS the Product Defect Exchange Policy. If Sapphire Virgin Hair verifies and agrees that the product is defective in any way, Sapphire Virgin Hair will then exchange or replace the product. If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. Sapphire Virgin Hair will cover the cost of shipping the exchanged/new item back to the customer if shipped ground. Otherwise, the customer will receive a $15 credit towards another shipping option. If Sapphire Virgin Hair does not validate the product defect issue, we will return the item in question to the customer (via ground) at our expense without an exchange of product.

We understand the costs of having to remove the extensions may be significant. As such, Sapphire Virgin Hair will gladly provide a credit of $75 to the customer towards a future Sapphire Virgin Hair Hair purchase if, and only if, the product is determined by Sapphire Virgin Hair to be defective. This policy is effective 2/20/2017. Any customer that has hair deemed defective that is replaced on or after this date will receive a $75 voucher that can be used with online orders only. The vouchers may not be redeemed online. Customers have one year to redeem the voucher.

Shipping Delays

For your convenience, it's always advisable not to wait until the last minute to place your order. If you have a deadline, hair appointment or other engagement it is always wise to order far enough in advance to allow for unanticipated delays. We will give you a delivery estimate when you place your order based on the information we receive from our shipping partner USPS. We are not responsible for late shipments due to increment weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust USPS to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact us. support@sapphirevirginhair.com

Failed Deliveries / Refused Shipments / Incorrect Shipping Address

Incomplete or incorrect address information is the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package. Your order will be shipped via USPS to the address you provide. It is extremely important that you give us the most accurate and complete information possible. If an address correction needs to be made after your shipment has been sent you will be assessed the $10 fee USPS charges us to make the correction. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.

If a shipment is returned to us due to a bad address you will be responsible for additional shipping charges. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.

Lost Shipments

If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please call us immediately at 1-914-656-4446. We will contact USPS right away and initiate a trace for your package and have them start an investigation. If it is determined that your shipment has been lost a replacement will be sent.

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