Thank you for choosing Sunny Hair! Our utmost priority is to ensure your complete satisfaction with every purchase from Sunny Hair. Should you find yourself dissatisfied with any products you've acquired from us, you can easily return them in their original condition within 60 days
of receiving your order.
As hair extensions are a hygiene product, we kindly request you to reach out to us first to ensure that your return meets the necessary requirements. We gladly accept refunds and exchanges within 60 days of order receipt, provided the products remain unopened and in their original condition. When initiating a return, please ensure that the hair is in its pristine state and the return request is made within the 60-day window. Once we receive the returned item, a refund will be issued, with the original shipping cost deducted.
In instances where the return is unrelated to any fault of ours, a 15% re-stocking fee will be applied, and you will be responsible for the shipping expenses.
Due to the unique nature of hair extensions, we encourage you to contact us via email (firstname.lastname@example.org) to determine if you meet our return criteria. We have warehouses in China, the United States, and Germany, and after a careful review, we'll provide you with the most suitable solution.
To streamline the return process, please refrain from sending products back independently, as we'll arrange for the nearest warehouse based on your location. Returning items privately may hinder the normal return procedure, and we appreciate your understanding and cooperation.
In cases of faulty items, they should be returned to us within 60 days of receipt. To request a refund or exchange, kindly inform us within 60 days through postal mail, email (email@example.com), or by submitting the provided exchange/returns form along with your order. If you've informed us via post or email within 60 days, the returned items should be received by Sunny Hair no later than 15 days after communication.
For your convenience and security, we recommend using a traceable delivery service or one that insures the value of the goods when returning products to us. For hygiene reasons, hair extensions must be in good condition and have the gold (silver) threads on the hair extensions intact (cannot be removed or cut) before returning or exchanging the product. If the extension has been used or damaged or the gold (silver) threads has been removed or cut, we may decline a refund or exchange. All products must remain intact, including the packaging, for any return or exchange.
Please be aware that the special promotional items in the Promotion Collection are for one-time sale only. Once sold, they are non-refundable and non-exchangeable. Please carefully consider your purchase before placing an order.
To ensure a swift and convenient exchange process, we suggest two options:
1. Place a new order for the product you desire: You can go ahead and purchase the item you want, and then return the original order to the address provided. Upon receiving the returned product, we will promptly process your refund.
2. Return the product directly for replacement: If you prefer a replacement, you can send the product back to the address we've provided. Once we receive the returned item, we will initiate the replacement process with the product you desire.
Feel free to send the hair back to us initially. Upon receipt of your return, we'll proceed to re-dispatch it to you using USPS. In case of urgent requirement, we offer the option to expedite the process for a $15 fee, ensuring swift delivery via FedEx or DHL. It is the sender’s responsibility to cover the postage cost for returning an item.
Both options are available to accommodate your needs, and we will work diligently to ensure your satisfaction. For any further assistance or inquiries regarding the return process, please feel free to contact our dedicated customer support team. We appreciate your understanding and look forward to resolving any concerns you may have.
In the event of a return due to an error by Sunny or if the item is found to be faulty, we will reimburse the postage cost associated with returning the item.
To initiate a return or exchange, kindly fill out the back of the invoice provided with your order, and send back the item(s) to the address mentioned above. Including this information is crucial for expediting the refund or exchange process. If you no longer have the invoice, please enclose a note detailing the reason for the return or exchange, along with your name, address, and order number, and if seeking an exchange, specify the desired replacement product.
Please also include a small piece of paper within the return package with your order number (SN#*****
) written on it. Ensuring that you send the package to the correct address is essential.
Your cooperation will greatly facilitate the smooth processing of your refund or exchange.
Please be aware that custom orders cannot be returned or exchanged; please take note of this policy.
Parcel Delivery Notification without Receipt:
If you've received a parcel delivery notice but haven't actually received the package, please reach out to us promptly via email (firstname.lastname@example.org).
For orders that have been marked as delivered for more than 7 days, we regret that we cannot offer a package inquiry service due to its intricate nature. We appreciate your patience and understanding in this regard.
Incorrect Item Received:
Should you receive an item different from what you originally ordered, kindly get in touch with us. Provide your order number, name, address, product details, and the reason for the return. Additionally, let us know whether you're seeking a refund or a replacement. We will guide you on the necessary steps to proceed with the return.
If the item you received is faulty, please contact us with your order number, name, address, product details, reason for return, and your preference for a refund or a replacement. We will offer guidance on how to proceed with the return.
In the case of hair extensions showing signs of quality-related faults, it's crucial to report the issue to us within 30 days of receiving the item, given that human hair is considered a consumable item during use. To address this, any faulty hair must be returned to us in its entirety for testing and examination. It should reach us within 7 days of the reported issue to prevent further damage. If no fault is found or if the hair has been damaged by the customer, the goods will be returned without refund or replacement. Following our care instructions and using recommended hair products is advised for proper maintenance; refunds will not be granted if our products haven't been cared for adequately. Any refunds or exchanges will be of equivalent value to the received hair products.
Your satisfaction is important to us, and we appreciate your cooperation in following these procedures.
Will I need to cover the return postage cost?
If you're returning an item to us for a refund or exchange, the responsibility for the return postage cost lies with you, unless the items are found to be faulty. It's important to note that the item remains under your care until it's received by us. To safeguard your interests, we strongly recommend using a delivery service that provides insurance coverage for the value of the goods.
In the unfortunate event that the item you received is faulty, please get in touch with us. Provide your order number, name, address, product details, and reason for return, and specify if you're seeking a refund or replacement. We'll then guide you on the necessary steps to proceed with the return. You have a 30-day window from the date of receiving the faulty item to initiate the return.
If the item you received isn't what you originally ordered, please contact us with your order number, name, address, product details, reason for return, and whether you require a refund or a replacement. We will provide you with instructions on how to proceed with the return process.
Why haven't we reimbursed the delivery fee?
Delivery fees (the amount you initially paid to have your order delivered to you) cannot be refunded unless you have received an incorrect or defective item from us and have requested a refund.
For all returns that are not a result of our error, a 15% restocking fee will be deducted, and you will be responsible for the shipping costs.
What if you decide to cancel your order?
You have a 24-hour window to cancel your order from the time it's placed. After this period, the order will be considered confirmed, and production will commence. At that point, cancellation rights will no longer be applicable.
For items that are already in stock ("pre-stocked" or "in-stock"), you can initiate a return within 30 days of receiving the item. This return will be eligible for a refund or exchange, subject to the conditions outlined in our Terms & Conditions (you can find the details in the provided link).
Before placing your order, please ensure you've selected the correct color(s) from our website's comprehensive color palette, which provides detailed information about all available colors and highlights. If you opt to provide a picture for us to match or replicate, we'll make every effort to closely match it. You can also take advantage of our detailed and complimentary online color-matching service. Simply send us a clear photo of your hair taken in natural daylight.
We kindly ask that you take care when ordering and carefully review your choices before finalizing your purchase. Feel free to reach out to us at any time before submitting your order, and we'll be happy to assist you in making an informed decision about your purchase.
Upon receiving your hair extensions, we recommend refraining from coloring, toning, or wetting them for at least 1 week. This precaution ensures that the newly applied bonds remain secure both before and after fitting.
Please be aware that any customs or import duties are imposed once the package reaches its designated country. Any additional charges related to customs clearance are the responsibility of the recipient. These charges are beyond our control, and it's difficult to predict their exact nature. Customs regulations vary widely from one country to another. If you need further information, you may consider contacting your local customs office.
To obtain the return address, kindly reach out to our Customer Service team at email@example.com. They will be able to provide you with the necessary information.
About the refund
Once we receive a return parcel that shows no signs of damage or usage, we will proceed with the refund process. Please note that the bank will need to verify and process the refund, which may take between 3 to 15 business days.
Please be aware that any customs or import duties are imposed by the destination country upon the arrival of the package. Any extra charges related to customs clearance must be covered by the recipient. It's important to note that we do not have control over these charges and cannot anticipate their exact amount. Customs regulations differ significantly from country to country, so it might be a good idea to get in touch with your local customs office for more details.