With over 8 years in the hair industry, your experience is our top most priority. We’re here to help you.
We’ve set our quality parameter high so you can have the best product and feel great. Our products are pre-washed thoroughly and triple quality inspect each and every item that leaves our factory in India and ware-house in New Jersey. We’re confident in our products, and we’re pleased to offer an industry-first return policy unlike any other company in the event you are not completely satisfied with your item purchase.
When you dislike the product or found the product defective you can immediately write to us about your displeasure and tell us the problem.
You will receive a reply within 24 hours. After clear communication and acceptance, all returns must be sent back within 10 days of delivery for a refund. The returned order will need to be unworn, unwashed, uncut, labels attached and in its original couriered and packaged condition. Any merchandise damaged due to purchaser’s negligence, or bundles that have been washed or styled or bleached or colored or tags removed cannot be accepted. Return postal charges to be borne by the buyer.
All returns should be sent via FedEx or DHL or USPS mentioning “Defective goods returned back” and value of the entire returned shipped to be declared as USD 5 (Whatever may be the cost of the returned goods). Upon verification that the goods are in their original condition, your Paypal or bank account will be credited for the full amount of your purchase deducting the courier charges.
All returns must meet the following conditions:
- Must not be removed from the security zip ties.
- Hair has not been installed, colored, cut, or altered.
- If an item has lace, the lace must remain intact and cannot be cut.
- Must be in the original packaging with tags attached.
Return Policy FAQ
Yes. In the rare occurrence of a problem with a product that cannot be resolved through routine maintenance, we want to take every effort to resolve your situation. Refunds are not permitted. However, we will take every effort to address any genuine quality issues with the steps below:
You must contact us within 10 days of receiving your order.
Depending on the situation, we may ask you to submit photos of your problem.
Since most problems can be resolved with a maintenance regimen, we may offer suggestions for the product(s) which may help resolve your problem.
If the problem cannot be resolved through maintenance, the hair must be sent back to us and received before we can take further action.
Upon receipt and inspection of the product, ECHELON will send out a product replacement if the returned product is defective. If no problem is evident, we will send the item(s) in question back to the customer without an exchange of product.
Yes. You must send the product back at your own expense. We recommend you use a shipping provider with tracking information. ECHELON will not be held responsible for lost packages.
No. Shipping and handling fees are non-refundable.
Merchandise must be physically received and inspected before a return can be granted. Please allow 72 hours upon receipt for your returned product to be inspected. Refunds will take anywhere between 7-10 business days to be processed. Please contact your bank, PayPal or credit card prior to contacting us.
Some customers need assistance finding their match. Our Customer Success Team is here to assist with personalized consultations. We can analyze your texture, color, length, and volume, to give you recommendations on which hair will help you achieve your desired look. We’ll even send you pictures of the exact hair we have in mind, so you can love the texture and color before we ship it out to you! We’re passionate about finding you the perfect match!
You may contact us at firstname.lastname@example.org or 1.212.372.3435 or through Live Chat during normal business ours. Our support team is available 24/7.
We will not honor refunds after 10 days.