RETURNS + EXCHANGES

We want you to look and feel your best in your luxury True + Pure Texture hair. If something isn’t quite right, please review our policy below. We’re here to support you with exchanges or store credit where eligible.

Q: What is your refund, return, and exchange policy?

All sales are final, and we do not offer refunds.

If something isn’t quite right, we’re here to help. We offer exchanges or store credit within 7 days of confirmed delivery.

We strongly recommend inspecting your hair thoroughly before any installation or alteration to ensure it meets your expectations. If you have any questions or concerns, please contact us prior to use so we can support you.

To be eligible for an exchange or store credit, items must be returned in their original, unused condition with all packaging intact. Products that have been installed, worn, cut, colored, chemically processed, or otherwise altered in any way are not eligible for return or exchange.

Due to the nature of hair extensions, outcomes vary based on installation technique, customization, styling, coloring, and ongoing maintenance. These variables are outside of our control and directly affect the performance and longevity of the hair. Once the product has been manipulated, we are unable to verify its original condition, and it is no longer eligible for return or exchange.

Q: How do I initiate a return or exchange?

To initiate a return or exchange, please email us at Info@trueandpuretexture.com. Please include your full name, order number, and the reason for the return.

Q: What does “returned in their original, unused condition” mean?

This means the hair extensions have NOT been worn (used), washed, conditioned, installed, brushed, combed, curls separated/frizzed, colored, or bleached. The original ties have NOT been removed/cut.

We will not do returns/exchanges on hair that has been altered in any form. No exceptions.

Q: Do I have to contact you before returning my order?

Yes. Please contact us before sending your return or exchange. Returns with no prior contact will be denied because they must be noted in our systems to be accepted at our warehouse.

Q: Who pays for return shipping?

You are responsible for the shipping cost of your returns or exchanges. Please email info@trueandpuretexture.com with the order number and a photo of the unused item you wish to return.

We recommend using a level of shipping that includes tracking when sending back your return. True + Pure Texture is not responsible for lost returns or exchanges.

Q: Is there a restocking fee?

There can be a 10% restocking fee on a return, on a case-by-case basis. All returns must be sent within 7 days from the delivery date, unopened and unaltered in new condition.

Exchanges

If your item is in new condition, you may exchange your item for another. You will not be subject to a restocking fee in this case, but you still will have to pay return shipping and any difference in price.

Cancellations

If you would like to cancel your order, you can do so provided that the order has not yet been shipped. Orders cannot be canceled once it has been processed and shipped.

Thank you for reviewing our policy.