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Return and Exchange Information
We are happy to accomodate exchanges & returns within 180 days of placing your order. We will only exchange or refund extensions that have not be opened, worn or tampered with. To request an exchange or refund, simply fill out a returns form here.
Please note: All clearance stock is final sale & unable to be returned or exchanged.
Tester Pieces
We understand the struggles of color matching online. This is why we have decided to include tester pieces on the top or bottom compartment of your Clip in, Halo & Ponytail extension packages. You can use this tester piece to determine if your extensions are a good match to your own hair, without having to open the extension set. Please note that the tester piece is part of the full set, and will need to be shipped back with your extensions for a refund or exchange.
Please do not tamper with your tester pieces. This includes cutting, dyeing, straightening, curling, washing or toning. We cannot accept extensions that have been tampered with.
Exchanges, Refunds or Store Credit
Once we have received your extensions back, and have confirmed that they are in acceptable condition, you can choose to exchange them or receive a refund (minus shipping costs)
After you submit your request, we will process it as soon as we can. If we have any issues or questions, we will contact you. Otherwise, we will go ahead and process your request. If you have any questions please send an email to purchase@superiorhair.co.nz
For orders made using Afterpay, will incur a 5% Restocking fee. Any payments will be refunded and any scheduled payments will be cancelled. Usually these financial institutions take around 3-5 Business days to process, however, it may take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us.
Shipping Costs
Customers wishing to return their set will be responsible for all shipping costs. We will deduct the shipping cost incurred by SuperiorHair off your refund.
If you are exchanging your order, you will be required to pay standard shipping fee of $8 NZD to cover the shipping costs.
Faulty/Broken/Damaged Products
If the products received are believed to be faulty/broken/damaged, please send them back to SuperiorHair for inspection. Upon inspection, if the products are indeed not of acceptable quality, SuperiorHair will reimburse for the return shipping fee, along with the exchange shipping fee (if applicable). If the customer chooses a refund, the refund amount will be processed in 3-5 business days.
However, if products are not broken, damaged or faulty, the return shipping fee cannot be reimbursed by SuperiorHair and refunds/exchanges will not be processed until the cost of shipping products back to customers are paid. SuperiorHair cannot refund/exchange opened products that are in good condition due to hygiene reasons. Please see "return and exchange information" for more details.
You can email us at purchas@superiorhair.co.nz. We guarantee a response within 24 hours.
If a product is unopened we can exchange or refund, however, any product tampered with will not be accepted as it goes against our hygiene policies.
Clearance stock are our products that have been discontinued. We strive to give the highest quality hair and sometimes decide not to continue certain ranges. For example, our curly extensions are discontinued because the quality was not up to our high standards due to having to undergo perming chemicals to achieve the curl they have. If you have any questions before purchasing, let us know so we can check accurately on stock and colour matches.
Clearance stock is discounted and is often the last of its stock. We do not accept any clearance stock back for refunds.
Once we receive your order, we usually reach out in 48-72 hours to get the issue sorted.
We recommend when sending a product back for an exchange/return to opt for tracked delivery so you can keep track of where your item is. If anything happens to your item on its way to us, the courier company is liable for this and we unfortunately will not be able to honour the exchange/return.
Sometimes you purchase an item that isn’t quite right, so we’ve made sure it’s easy to make an exchange. Ship back your current set of extensions and let us know what you'd like an exchange via e-mail or over the phone. We’ll get you set up with a new order docket. Please note that courier costs for returns are covered by the customer.
We are so sorry to hear that you have received the wrong order. Please contact customer services at purchase@superiorhair.co.nz and provide your order number and we will assist you further. We are happy to cover return costs to us so we can get your correct order on way.
