Raw Vietnamese Natural Straight Sunkissed

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.