Return & Refund Policy

Voici la politique complète, prête à copier-coller :

ELLA-EXTENSION Return & Refund Policy Last updated: March 2025

At Ella-Extension, we are committed to providing you with the highest quality hair extensions and ensuring your complete satisfaction with every purchase. We understand that sometimes a product may not meet your expectations, and we have established this Return & Refund Policy to make the process as clear and straightforward as possible.

Please read this policy carefully before making a purchase. By completing an order on our website, you confirm that you have read, understood, and agreed to the terms set forth below.

1. Return Eligibility

1.1 Items Eligible for Return

To qualify for a return, the item must meet all of the following requirements:

The return request is submitted within 30 days of the delivery date.
The item is in its original, unused, and unworn condition.
All original packaging, tags, and accessories are included and intact.
The item has not been washed, styled, brushed, cut, or otherwise altered in any way.
The item was not purchased as part of a final sale or clearance promotion.
Proof of purchase (order confirmation or receipt) is provided.

1.2 Non-Returnable Items

The following items are strictly non-returnable and non-refundable, for hygiene and safety reasons:

Hair extensions that have been opened, worn, washed, or altered in any manner.
Items marked as "Final Sale", "Non-Returnable", or "As-Is" at the time of purchase.
Custom-made or personalized orders (including custom color matches or bespoke lengths).
Free gifts or promotional items included with an order.
Items purchased using third-party gift cards or promotional vouchers that explicitly exclude returns.

For hygiene reasons, we are unable to accept returns on any hair products that show signs of use. This policy is strictly enforced without exception.

2. How to Initiate a Return

To begin the return process, please follow the steps outlined below. Returns sent without prior authorization will not be accepted and may be returned to the sender at their expense.

Step 1 – Contact us: Send an email to serviceclient-ellaextension@gmx.fr with the subject line "Return Request – Order #[your order number]". Include your full name, order number, the item(s) you wish to return, and the reason for the return.
Step 2 – Await authorization: Our customer service team will review your request and respond within 3–5 business days. If your return is approved, you will receive a Return Merchandise Authorization (RMA) number along with detailed return instructions.
Step 3 – Ship the item: Securely pack the item(s) in their original packaging and write the RMA number clearly on the outside of the parcel. Ship the package to the address provided in the authorization email.
Step 4 – Confirmation: Once we receive and inspect the returned item, we will notify you by email regarding the status of your refund or exchange.

3. Return Shipping Costs

Unless the return is due to an error on our part (such as a defective product, wrong item shipped, or damaged goods upon delivery), the cost of return shipping is the responsibility of the customer.

We strongly recommend using a trackable shipping method and purchasing shipping insurance, as Ella-Extension cannot be held responsible for items lost or damaged during return transit. We will not issue refunds for items that do not arrive at our facility or that arrive in a condition inconsistent with their stated condition at the time of the return request.

Original shipping fees paid at the time of purchase are non-refundable, unless the return is a result of our error.

4. Refunds

4.1 Refund Processing

Once your return is received and inspected, we will send you an email to confirm receipt and notify you of the outcome of our inspection. If the return is approved, your refund will be processed within 7–10 business days.

Refunds are issued to the original payment method used at the time of purchase. Please note that processing times may vary depending on your payment provider or bank, and it may take an additional 3–5 business days for the funds to appear in your account.

4.2 Partial Refunds

We reserve the right to issue partial refunds in the following circumstances:

Items returned that show minor signs of handling but are otherwise unused (at our sole discretion).
Items returned missing original accessories, packaging components, or documentation.
Items that are returned after the 30-day return window but before 45 days, subject to a restocking fee.

4.3 Declined Refunds

Refunds will not be issued in the following cases:

The item has been used, worn, washed, or altered in any way.
The return request was submitted after the 30-day return window.
The item was returned without prior authorization (no RMA number).
The item was not returned in its original packaging.
The returned item does not match the item for which the return was approved.

5. Exchanges

We offer exchanges for items of equal or lesser value, subject to product availability. If you wish to exchange your item for a different color, length, or style, please indicate this in your initial return request email.

Exchanges are subject to the same eligibility criteria as returns. If the item you wish to exchange for is of greater value, you will be required to pay the difference prior to dispatch. If a direct exchange is not possible due to stock availability, a refund will be offered instead.

6. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged upon arrival, or different from what you ordered, please contact us immediately at serviceclient-ellaextension@gmx.fr within 7 days of delivery. We will require the following:

A clear description of the issue.
Photographs clearly showing the defect, damage, or incorrect item.
Your order number and full name.

Upon verification, Ella-Extension will cover the full cost of return shipping and will offer you, at your choice: a full refund, a replacement item, or store credit. We will work with you promptly to resolve the matter to your satisfaction.

7. Order Cancellations

You may cancel your order free of charge provided that it has not yet been dispatched. To request a cancellation, contact us as soon as possible at serviceclient-ellaextension@gmx.fr.

Once an order has been shipped, it can no longer be cancelled and must instead go through the standard return process described in this policy. If you refuse delivery of an order without prior authorization, return shipping costs and any applicable customs or handling fees will be deducted from your refund.

8. International Orders

For customers outside of France, please note that international return shipping costs are entirely the responsibility of the customer. Ella-Extension does not cover customs duties, import taxes, or any other fees associated with returning items from outside France.

We recommend clearly marking the return parcel as "Returned Goods – No Commercial Value" to help avoid customs delays. Ella-Extension is not responsible for returns held in customs or subject to additional import duties upon re-entry.

9. Contact Us

If you have any questions, concerns, or need assistance regarding a return or refund, our customer service team is here to help.

Company Name: Ella-Extension Customer Support Email: serviceclient-ellaextension@gmx.fr Response Time: 3–5 business days

Ella-Extension reserves the right to modify this Return & Refund Policy at any time without prior notice. Any changes will be effective immediately upon publication on our website. Continued use of our website or services following any such modification constitutes your acceptance of the revised policy.