Raw Vietnamese Natural Straight HD Closure

RETURNS POLICY
Our Commitment to Quality
At Martina Luxury Hair, we stand behind the exceptional quality of our raw, unprocessed hair extensions. We carefully source from trusted suppliers in Southeast Asia and conduct rigorous quality inspections before shipment.
Due to the intimate, hygiene-sensitive nature of hair extensions, and in accordance with health and safety regulations, we have implemented the following returns policy to protect all of our valued clients.
NO CASH REFUNDS — ALL SALES ARE FINAL
Due to the hygiene nature and high demand for our luxury products, all sales are FINAL. We do not offer cash refunds under any circumstances, including but not limited to:
Change of mind or buyer's remorse
Color, texture, or length preference
Installation difficulties or styling challenges
Hair appointment scheduling conflicts or cancellations
Delayed delivery or shipping timeframes
Personal circumstances or financial hardship

Store Credit Policy for Eligible Returns

While cash refunds are not available, we do offer store credit for qualifying returns under very specific conditions outlined below.

Eligibility Requirements for Store Credit

Time Window:
Return requests must be submitted within 7 calendar days of confirmed delivery date
Requests submitted after 7 days will NOT be accepted under any circumstances

Product Condition (ALL requirements must be met):
Product must be UNOPENED with factory seal completely intact
Original packaging, including protective wrapping, must be undamaged
Product ties, bands, and labels must remain attached as received
No signs of use, including: combing, brushing, washing, cutting, styling, wearing, or any alteration
Product must be in 100% resalable condition
Automatic Exclusions (NEVER Eligible for Return or Store Credit):
Lace products: Full lace wigs, lace closures, lace frontals, and any lace-integrated items
Clearance items, sale items, and promotional products
Custom orders or special requests
International orders (all international sales are final)
Items purchased with store credit or gift cards
Bundle deals and promotional packages
Products with broken seals or opened packaging
Product Categories That Void All Return Eligibility:
Once ANY of the following actions have been taken, the product is PERMANENTLY ineligible for return or store credit:
Seal broken or packaging opened
Product removed from original packaging
Hair combed, brushed, or manipulated
Hair washed, conditioned, or treated with any products
Hair cut, trimmed, or shaped
Hair colored, bleached, tinted, or chemically processed
Hair heat-styled or curled
Wefts separated or cut
Lace cut, customized, plucked, or bleached
Product installed, worn, or tried on
Any alteration or modification whatsoever
Return Request Process
If you believe your order qualifies for store credit, follow these steps:
Email our Customer Care Team at [support@martinaluxuryhair.com] within 7 days of delivery
Include in your email:
Order number
Reason for return request
Clear photos showing unopened product with intact factory seal
Clear photos of all product packaging (front, back, sides)
Wait for approval email before shipping anything back
If approved, you will receive a return authorization number and instructions
Customer is responsible for all return shipping costs
Package must be shipped with tracking and insurance (recommended)
Upon receipt and inspection, a $35 restocking fee will be deducted
Store credit will be issued within 5–7 business days of approval
Store Credit Terms:
Valid for 12 months from issue date
Non-transferable and has 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 redemption)
Rejected Returns:
If we receive a return that does not meet our eligibility requirements, the item will be returned to you at our expense (USPS Priority Mail), and NO store credit will be issued. Common rejection reasons include:
Product seal broken or packaging opened
Product shows signs of use or alteration
Return submitted beyond 7-day window
Excluded product category (lace items, sale items, etc.)
Missing original packaging or components
DEFECTIVE PRODUCT CLAIMS
Product Quality Guarantee
We take immense pride in our product quality. All hair extensions undergo thorough inspection before shipment. However, if you believe you have received a defective product, we want to make it right.
What Qualifies as a Defect?
Legitimate product defects include:
Excessive shedding (more than 15 strands during shake test of UNOPENED bundle)
Severe matting or tangling in factory-sealed, unopened packaging
Evidence of chemical processing or burning on unopened product
Incorrect item shipped (wrong texture, length, or product type)
Missing items from order
What is NOT Considered a Defect:
The following are normal characteristics of raw human hair and do NOT qualify as defects:
Minimal shedding (up to 15 strands is normal for raw hair)
Color variation from website photos (monitors display colors differently)
Natural color inconsistency within bundles (raw hair varies)
Texture variation or wave pattern differences
Length measurement variance (±0.5 inches is within normal range)
Hair requiring washing and conditioning to achieve optimal appearance
Frizz, dryness, or tangling after installation, washing, or styling
Inability to achieve desired style
Installation challenges or compatibility issues
How to File a Defect Claim
Contact us within 7 calendar days of delivery at [support@martinaluxuryhair.com]
Do NOT open, wash, install, or alter the product before reporting
Provide the following:
Order number and date of purchase
Detailed description of the defect
Clear photos or video of the UNOPENED product showing the defect
Photos of all packaging (box, wrapping, labels, seals)
Our Quality Control team will review within 3–5 business days
If validated, we will provide a return label and instructions
Defect Claim Resolution
If your claim is validated as a legitimate product defect:
You may choose: Replacement product OR store credit for the full purchase amount
We will provide a prepaid return label (no return shipping cost to you)
No restocking fee will be applied for validated defects
Replacement products ship within 3–5 business days of receiving your return
If your claim is NOT validated as a defect:
The product will be returned to you at our expense
No replacement or store credit will be issued
We will provide a detailed explanation of our findings
Photos/video evidence will be shared with you
Important: Many hair concerns can be resolved through proper washing, deep conditioning, and appropriate care. Raw human hair is reactive to washing and conditioning—this is normal and expected. We strongly encourage you to follow our recommended hair care regimen before concluding that a product is defective.
PRODUCT CARE & MAINTENANCE
Understanding Raw Human Hair
Our luxury extensions are 100% raw, unprocessed human hair sourced from Southeast Asia. Unlike synthetic or heavily processed hair, raw hair:
Requires proper care and maintenance
May have natural color variation
Benefits from washing and conditioning to achieve optimal appearance
Can be colored, bleached, straightened, and curled
Should be treated like your own natural hair
Many customer concerns are easily resolved by:
Co-washing (conditioning wash) upon receipt
Deep conditioning treatment
Proper detangling techniques (starting from ends, working upward)
Using sulfate-free, alcohol-free hair products
Air drying or low-heat styling
Sleeping with hair in a protective style
We provide detailed care instructions with every order and offer comprehensive video tutorials on our website.
Actions That Permanently Void Return Eligibility
The following actions immediately and permanently void any possibility of return, exchange, or store credit:
Opening the factory seal or product packaging
Installing or wearing the hair
Cutting wefts or trimming hair
Bleaching, coloring, tinting, or chemically processing
Heat styling with flat irons, curling irons, or blow dryers
Washing or conditioning (even once)
Combing or brushing
Removing from original packaging
Any alteration or modification
LIMITATION OF LIABILITY
Appointments & Scheduling:
Hair appointment cancellations or rescheduling fees
Stylist fees or salon charges
Event attendance or missed occasions
Travel expenses related to appointments
Installation & Styling:
Professional installation costs
Installation errors or improper application
Removal or reinstallation fees
Styling services or consultations
Products purchased for installation (glue, tape, thread, etc.)
Product Compatibility & Results:
Inability to match existing hair color or texture
Styling difficulties or learning curve
Preference for different texture or length
Hair not blending with natural hair
Allergic reactions or sensitivities (extremely rare with raw hair)
Damage After Receipt:
Heat damage from styling tools
Chemical damage from coloring or processing
Tangling or matting due to improper care
Normal wear and tear over time
Damage from salt water, chlorine, or harsh products
Shipping & Delivery:
Carrier delays or service interruptions
Customs processing delays
Weather-related delays
Failed delivery attempts due to recipient unavailability
Lost packages after confirmed delivery
Maximum Liability
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.
FRAUD PREVENTION & ACCOUNT PROTECTION
Protecting Our Community
To maintain the integrity of our luxury brand and protect our valued customers, we have implemented the following fraud prevention measures:
Order Verification:
All orders are subject to verification and fraud screening
We reserve the right to request additional verification for high-value orders
Suspicious orders may be delayed, canceled, or require additional documentation
Account Limitations:
One return for store credit per customer per 12-month period
Customers with excessive return requests may have accounts restricted
Addresses associated with chargebacks may be permanently blocked
Chargeback Policy:
Customers who initiate chargebacks or payment disputes for legitimately delivered items will:
Have orders permanently banned from our system
Be reported to fraud prevention agencies and networks
Forfeit any existing store credit or loyalty rewards
Be pursued for recovery of costs and fees
We take payment fraud very seriously and will pursue all available legal remedies.
IMPORTANT RECOMMENDATIONS
Before Placing Your Order:
Review product descriptions, photos, and specifications carefully
Understand that raw hair varies naturally in color and texture
Ensure your shipping address is 100% correct and complete
Consider purchasing shipping insurance for high-value orders
Review our hair care tutorials and maintenance requirements
Read this entire Shipping & Returns Policy
Contact us with any questions BEFORE ordering
Upon Receiving Your Order:
Inspect package for shipping damage before signing
Record video while opening package (highly recommended)
Take photos of all products while still sealed in packaging
Verify order contents against your receipt
Report any discrepancies within 24 hours
Do NOT open products until you are certain you want to keep them
Follow recommended care instructions for best results
Before Installing or Using Products:
Understand that opening packaging voids return eligibility
Perform a wash and deep conditioning treatment
Test hair compatibility with your styling products
Review installation tutorials if installing yourself
Ensure you have selected the correct texture and length
Confirm you are satisfied with your purchase
POLICY UPDATES & MODIFICATIONS
Your continued use of our website and placement of orders after policy changes constitutes acceptance of the modified terms.
We encourage you to review this policy periodically to stay informed of any updates.
AGREEMENT & ACKNOWLEDGMENT
By placing an order with Martina Luxury Hair LLC, you explicitly acknowledge and agree that you have:
Read this entire Shipping & Returns Policy in its entirety
Understand that all sales are final with NO cash refunds
Understand that returns for store credit are very limited and subject to strict conditions
Understand that opening product packaging voids all return eligibility
Understand that lace products and sale items are never eligible for return
Accept full responsibility for ensuring address accuracy
Accept responsibility for customs fees on international orders
Agree to all terms, conditions, and limitations outlined herein
Understand that this policy is legally binding
Your purchase represents your complete agreement to these terms.
CONTACT US
Questions about shipping, returns, or product care? We're here to help.
📧 Email: support@martinaluxuryhair.com
📞 Phone: +1 508-304-9420
🏢 Address: Martinaluxuryhair
P.O. Box 2009
Worcester, MA 01602
🌐 Website: www.martinaluxuryhair.com
Customer Care Hours:
Monday – Friday: 9:00 AM – 6:00 PM EST
Saturday: 10:00 AM – 4:00 PM EST
Sunday: Closed
Please allow up to 24–48 hours for email responses during business days. We do not provide customer support on major holidays.
Thank you for choosing Martina Luxury Hair.
We are honored to be part of your beauty journey and committed to providing you with the finest luxury hair extensions available. We appreciate your business and your trust in our brand.
Invest in quality. Embrace luxury. Celebrate your beauty.
© 2025 Martina Luxury Hair LLC. All rights reserved.