Etherealuxe Hair

Warranty and Return Policy

All items we ship have successfully passed our rigorous Quality Control inspections. We want you to love our products as much as we do. Our warranties ensure you have a fantastic shoppping experience while giving you total peace of mind. Most items sold by Etherealuxe Hair are covered by the following comprehensive product warranties. If, in an unlikely situation you are not covered, please check our Warranty Exemptions and Notes below.

7 Days DOA Product Guarantee
If one or more of the items arrive damaged, wrong item(s), or not working, you will be protected by this Guarantee. Please contact us for Return Material Authorization within 7 days of the order being received. After returning the product(s) to the address provided by our customer service team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund.
Enjoy 100% risk-free shopping at Etherealuxe!
Note: Our customer support team may require proof of the faulty product(s), pictures or videos may be requested, please send clear files that we can verify easily. Also make sure your item(s) must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

30 Days Unconditional Refund Guarantee for Unopened and Unused Item(s)
If for whatever reason you do not want your item within 30 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customer’s responsibility and is non-refundable. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.

Warranty Exemptions and Notes
1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties.
2. If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

The customer voids the warranty if they:
  – Open the body in an attempt to fix the hair
  – Modify, remove, customize, or swap parts of the hair
  – Use the hair in a way that it is not originally intended for
  – Continue to use the item once a fault occurs and causes more damage

3. All returns must first be authorized by Etherealuxe’s Support Team prior to return. For incomplete warranty requests, Etherealuxe reserves the right to refuse any compensation. If the customer has returned the package without prior authorization, sends it to the wrong address, returns an incorrect item, or submits an empty package, then again Etherealuxe reserves the right to refuse any compensation.

4. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Etherealuxe will offer an alternative solution.

Special Notes:
1. The shipping fee for returning the product back will be the customer’s responsibility and is non-refundable except for in 7 days DOA situations.
2. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases, we will deduct the customs fees from your authorized refund amount.
3. Etherealuxe will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
4. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.

Returns and Compensation Process
If you have any after-sales issues, please contact our Support Center directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it.

The following section describes the processing time required upon receiving your returned item.

For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back and depending on stock availability.

For refunds, the processing time to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method. Please see below for details:
  -Wallet refunds will take up to 24 hours to process and appear in your Etherealuxe account.
  -PayPal refunds may take up to 48 hours to process and appear in your account.
  -Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.

For repairs, it will take between 7-14 business days depending on the item and the manufacturer’s stock of spare parts.
Etherealuxe’s dedicated Customer Service agents will keep you updated on the repairing process.

Returnable Items
Items that can be returned/refunded or exchanged within 30 days of receiving must follow the criteria as below:
1. Faulty items damaged/broken or stained upon arrival.
2. Items received in the incorrect size/color.
3. Unwashed, unworn, and unused item(s) that have not met your expectations within 30 days of receiving.

Non-Returnable Items
We will not accept returns in the following conditions:
1. Items outside the 45 days warranty time frame.
2. Washed, worn, used, or misused items.
3. Items faulty led by incorrect use

How to request warranty (return, repair, and refund) and notes
If your item has an issue, please feel free to contact us
Please carefully follow our warranty process to minimize any delays:
1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number.
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging if applicable.
4. Send a clear photo or video showing the defect(s); these should be taken under good lighting circumstances.

FINAL NOTE:
You need to provide a clear photo or video showing the product problem/order number.
1. Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s).
2. If the product is returned more than one month after the receipt, or if the product is returned for customer reasons (including non-satisfaction, wrong size, change of mind), the customer is responsible for the shipping fee. For non-customer-related returns within one month, Etherealuxe is responsible for the shipping fee, and the customer must return it using the shipping method Etherealuxe prescribes. In all return situations, the customer must provide the tracking number.
3.Customers must contact us before returning an item. Returned items without Return Merchandise Authorization (RMA) will not be accepted. For incomplete warranty requests, Etherealuxe reserves the right to refuse any compensation. If the customer has returned the package without prior authorization, sends to the wrong address, returns an incorrect item, or submits an empty package, Etherealuxe reserves the right to refuse any compensation.
4. For No Reason Return, the customer should bear the return shipping fee. Besides, you need to ensure that the product package is intact and all accessories are complete and unused. Clothing and other items must be new, unwashed, and still have the labels attached. If you do not want to pay high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, or similar ones.
5. Customers must return the item by the shipping method specified by Etherealuxe, usually registered mail is required.
6.All returns will be checked by our technical team upon arrival. If the returned product cannot be repaired, Etherealuxe will provide an alternative solution.

With the protection of all the above Warranty Policy,
You can enjoy risk-free shopping at Etherealuxe!