Raw Vietnamese Luxe Straight HD Lace Closure

MARTINA LUXURY HAIR

Returns & Product Quality Policy

Effective 2026  |  www.martinaluxuryhair.com

At
Martina Luxury Hair, every bundle is sourced, inspected, and shipped
with care. We stand behind the quality of our raw hair extensions — and
we want you to feel confident in every purchase. Thousands of customers
trust Martina Luxury Hair for authentic raw hair sourced from Southeast
Asia. Our commitment to quality, transparency, and customer satisfaction
is at the heart of everything we do.

Because hair extensions are
intimate, hygiene-sensitive products, our return options are limited by
nature. We've designed this policy to be straightforward and fair — so
you always know exactly where you stand.

1. Sales Policy & Store Credit

All sales are final. We do not offer cash refunds on completed orders.

For
unopened, factory-sealed products, we offer store credit under the
conditions below. This is not an exchange program — it is a courtesy
extended to customers who have not yet opened their order.

1.1  What Qualifies for Store Credit

To be considered for store credit, all of the following must be true:

•     Your request is submitted within 7 calendar days of confirmed delivery

•     The product is completely unopened with the factory seal intact

•     All original packaging, ties, bands, and labels are undamaged and in place

•     The product shows no signs of handling, use, or alteration of any kind

Tip:
If you have any doubt about a product before opening it — color,
length, texture — please contact us first. We're happy to help you
confirm it's the right match.

1.2  What Is Not Eligible for Store Credit

The following are not eligible under any circumstances:

•     Products that have been opened, worn, washed, styled, cut, colored, or altered in any way

•     Lace products: full lace wigs, lace closures, lace frontals

•     Clearance, sale, or promotional items

•     Custom or special-order products

•     International returns are reviewed on a case-by-case basis

•     Items purchased with store credit or gift cards

•     Bundle deals and promotional packages

1.3  How to Submit a Return Request

1.  Email our Customer Care team at support@martinaluxuryhair.com within 7 days of delivery

2. 
Include your order number, reason for the request, and clear photos of
the unopened product showing the factory seal and all packaging (front,
back, sides)

3.  Wait to receive written approval before shipping anything back

4.  Once approved, you'll receive a return authorization number and shipping instructions

5.  Ship the item with tracking at your cost — we recommend adding insurance on high-value bundles

6.  Upon receipt and inspection, a $35 restocking fee will be deducted from your store credit

7.  Store credit is issued within 5–7 business days of approval

1.4  Store Credit Terms

•     Valid for 12 months from the date of issuance

•     Non-transferable and carries no cash value

•     Cannot be combined with certain promotional offers

•     Subject to product availability at time of redemption

•     No price protection — items may be priced differently at the time of redemption

1.5  Returned Items That Do Not Pass Inspection

If
we receive a return that does not meet the eligibility requirements
above, the item will be returned to you at our cost via USPS Priority
Mail, and no store credit will be issued. We'll provide a clear
explanation of the reason.

2. Defective Product Claims

We
take quality seriously. Every order is inspected before shipment. In
the rare event that you receive a product with a legitimate defect, we
will make it right.

2.1  What Qualifies as a Defect

•     Excessive shedding (more than 15 strands during a shake test of an unopened bundle)

•     Severe matting or tangling in factory-sealed, unopened packaging

•     Evidence of chemical processing or burning present in an unopened product

•     Wrong item shipped — incorrect texture, length, or product type

•     Missing items from your order

2.2  What Is Not Considered a Defect

The following are normal characteristics of raw, unprocessed human hair and do not constitute defects:

•     Minimal shedding (up to 15 strands is normal for raw hair)

•     Color variation from website photos — monitors render color differently

•     Natural color inconsistency within bundles — raw hair is not chemically standardized

•     Texture or wave pattern variation

•     Length variance of up to ±0.5 inches

•     Hair that requires washing and conditioning to achieve optimal appearance

•     Frizz, dryness, or tangling after installation, washing, or styling

•     Styling or installation challenges

•
    Certain quality concerns that cannot reasonably be identified until
after careful inspection, co-washing, or handling may be reviewed at
Martina Luxury Hair's sole discretion. Approval of such claims is not
guaranteed and will be evaluated based on the specific circumstances,
supporting documentation, and product condition.

Many
concerns can be resolved with a proper co-wash and deep conditioning
treatment. Raw hair is reactive — this is normal and expected. We
recommend following our care guide before reaching a conclusion about
product quality.

2.3  How to File a Defect Claim

8.  Contact us within 7 calendar days of delivery at support@martinaluxuryhair.com 

9.  Do not open, wash, install, or alter the product before reporting a defect

10. 
  Provide: your order number and purchase date, a detailed description
of the issue, clear photos or video of the unopened product showing the
defect, and photos of all packaging

11.    Our Quality Control team will review your claim within 3–5 business days

12.    If validated, we will provide a prepaid return label and next steps

2.4  Defect Claim Resolution

If your claim is validated as a legitimate product defect:

•     You may choose: a replacement product or store credit for the full purchase amount

•     We provide a prepaid return label — no shipping cost to you

•     No restocking fee applies

•     Replacement orders ship within 3–5 business days of receiving your return

If your claim is not validated:

•     Your product will be returned to you at our cost

•     We will provide a detailed written explanation of our findings

•     Photo and video evidence will be shared with you

3. Hair Care & Maintenance

Our
extensions are 100% raw, unprocessed human hair sourced from Southeast
Asia. Unlike synthetic or processed alternatives, raw hair responds to
care. Treat it like your own.

3.1  Getting the Best Results

•     Co-wash (conditioning wash) upon receipt

•     Deep condition before installation

•     Detangle starting from the ends and working upward

•     Use sulfate-free, alcohol-free products

•     Air dry or use low heat settings

•     Protect hair at night with a silk or satin covering

Detailed care instructions are included with every order and available on our website.

4. Limitation of Liability

Martina Luxury Hair is not responsible for costs or losses that occur outside of the product itself, including:

•     Salon or stylist fees, installation costs, or removal fees

•     Appointment cancellations or rescheduling fees

•     Travel expenses related to hair appointments

•     Inability to match existing hair color, texture, or styling outcome

•     Damage resulting from heat styling, chemical processing, or improper care after receipt

•     Normal wear and tear over time

•     Carrier delays, customs processing, or weather-related shipping disruptions

•     Lost packages after confirmed delivery

Our
maximum liability for any claim shall not exceed the purchase price of
the product(s) in question. We are not liable for consequential,
incidental, special, or punitive damages of any kind.

5. Order Verification & Fraud Prevention

To
protect all of our customers and maintain the integrity of our brand,
we reserve the right to verify orders, request additional documentation
on high-value purchases, and restrict accounts with patterns of abuse.

Customers
who initiate payment disputes for orders that were legitimately
delivered and consistent with this policy may have future order
privileges suspended while the dispute is reviewed. We take payment
integrity seriously and will work cooperatively with our payment
processor to resolve any concerns.

6. Before You Order — Our Recommendations

We want every purchase to be a great one. Before placing your order:

•     Review product photos, descriptions, and specifications carefully

•     Understand that raw hair varies naturally in color and texture — this is part of its beauty

•     Confirm your shipping address is accurate and complete

•     Reach out to us with questions before purchasing — we're genuinely happy to help

When your order arrives:

•     Record a short video while opening your package — this protects you if any issue arises

•     Inspect sealed packaging for any shipping damage before opening

•     Report any discrepancies within 24 hours of delivery

•     Do not open any bundle you are uncertain about — contact us first

7. Policy Updates

This
policy may be updated periodically. Continued use of our website and
placement of orders constitutes acceptance of the current policy. We
encourage you to review it before purchasing.

8. Agreement

By
placing an order with Martina Luxury Hair LLC, you confirm that you
have read and understood this policy, including that all sales are
final, returns for store credit are limited to unopened products within 7
days of delivery, and that opening your order voids return eligibility.

Contact Us

We’re here Monday–Friday 9:00 AM–6:00 PM EST and Saturday 10:00 AM–4:00 PM EST.

•     Email: support@martinaluxuryhair.com 

•     Phone: +1 508-304-9420

•     Website: www.martinaluxuryhair.com 

•     Mailing Address: P.O. Box 2009, Worcester, MA 01602

Please allow 24–48 hours for email responses on business days. We do not provide support on major holidays.