Returns & Exchanges

1. Return & Exchange Window

You may request a return or exchange within 30 days of delivery.

After 30 days, all sales are considered final.

2. Eligibility Requirements

For health, safety, and product integrity, all returns must meet the following criteria:

·       Hair must be unopened, unworn, unaltered, and in original packaging.

·       All factory ties, hygiene seals, and labels must remain intact.

·       The batch number (located on the bottom of the carton) must be visible.

·       The product must be free from contamination — including oils, perfumes, smoke, styling residue, or moisture.

·       A valid Prolonged Hair order number or receipt must be provided.

Final Sale Conditions

Refunds or exchanges will not be accepted if:

·       The weft, keratin bond, tape, or any system has been cut, altered, or installed in any way.

·       The hair has undergone chemical processing (lightening, toning, dyeing, or re-bonding).

·       The product was sold as custom, sample, promotional, or final sale.

·       Bond integrity or adhesive performance issues of any kind (including keratin bond softening, slippage, tape lifting, or weft unraveling) are not eligible for return, refund, or exchange.

Once installation or alteration occurs, the product is deemed used, and all return or exchange rights are void — no exceptions.

Installation, cutting, or chemical processing constitutes acceptance of the product as delivered in full working and aesthetic condition.

3. Return Options (if eligible)

If your item qualifies for return:

·       Exchange for another shade, length, or type (one-time only).

·       Store credit for the merchandise value.

·       Refund to your original payment method, minus shipping and handling costs.

All shipping costs are the responsibility of the customer.

Customers must pay for return shipping to Prolonged Hair and for any replacement, exchange, or new item shipped back to them.

Prolonged Hair does not issue prepaid return labels or cover outbound shipping for exchanges.

Shipping fees and insurance are non-refundable.

4. Return Process

To initiate a return, email support@prolongedhair.com or visit our Returns Portal within 30 days of delivery.

Include:

·       Name and email

·       Order number

·       Ship-to ZIP code

·       Reason for return:

◦ Color not as expected

◦ Wrong length or shade ordered

◦ Over-purchase

◦ Potential manufacturing defect (see Section 5)

Once approved, you’ll receive a Return Merchandise Authorization (RMA) number with return instructions.

All returns must be shipped within 7 days of RMA issuance.

Any return received without prior authorization will be refused.

5. Manufacturing Defect Policy (Exchange Only)

Note: Installation, cutting, or chemical processing constitutes acceptance of the product as delivered in full working and aesthetic condition and voids any right to return, exchange, or refund.

Prolonged Hair guarantees each product against verifiable manufacturing defects prior to use or installation.

Claims must be submitted within 30 days of delivery and include:

·       High-resolution, time-stamped photos/videos clearly showing the claimed defect; and

·       The visible batch number on the bottom of the carton.

5.1 Qualifying Defects (Exchange-Eligible Only)

Defects must exist before installation and may include:

·       Incorrect color, length, or system shipped.

·       Manufacturing or packaging irregularities (e.g., damaged packaging, mislabeling, incomplete bundles).

·       Severe color variance or fading present before use, not caused by external heat, chemicals, or light exposure.

 5.2 Product, Adhesive & Treatment Incompatibility (Not Defects)

Bond integrity or adhesive performance is not a manufacturing defect and is not covered on any system (wefts, tape-ins, micro keratins, full-gram keratins).

This includes, without limitation:

·       Keratin bond softening, slippage, premature loss, or breakdown

·       Tape adhesive lifting, delamination, residue, or hold variation

·       Weft stitching loosening or unraveling after handling or installation

These outcomes arise from variables outside manufacturing control, including section size, tool temperature, compression angle, tension, product exposure, environmental conditions, and aftercare methods.

Incompatible exposures include, without limitation:

·       Oil-rich products at or near attachment points (oils, butters, heavy serums, oil-based cleansers or removers).

·       High-alcohol or solvent-based products (including some sprays and removers).

·       Extreme pH services near bonds (acidic or alkaline treatments, relaxers, Brazilian/keratin smoothing, perms, re-bonding).

·       Direct high heat on or near bonds, or tool temperatures outside manufacturer guidance.

·       Prolonged water saturation, chlorine, saltwater, steam/sauna without protection, or failure to fully dry attachments after washing.

Adhesive/Tape Systems: Behavior varies by prep, scalp condition, product load, heat, pressure, and aftercare. Adhesive performance is not a defect.

Keratin Systems: Bond results depend on sectioning, heat, compression, angle, and care. Performance post-installation is not a defect.

5.3 Final Sale Upon Installation

Once any system (weft, tape, micro keratin, full-gram keratin) is opened, cut, altered, or installed, the product is final saleand not eligible for return, refund, or exchange.

If a verifiable pre-installation manufacturing defect is confirmed through Prolonged Hair’s inspection, Prolonged Hair will issue an exchange or store credit for the merchandise value.

Refunds are not offered for defect claims.

Our total liability is strictly limited to the purchase price of the item(s).

6. Processing Timeline

·       Inspection: 3–5 business days after item receipt

·       Exchange/Credit Processing: 5–10 business days after approval

·       Items failing inspection will be returned at sender’s expense.

7. Return Shipping

Return shipments remain the sender’s responsibility until confirmed delivered by our facility.

Customers are fully responsible for all shipping costs, including:

·       Outbound return shipping to Prolonged Hair; and

·       Inbound shipping for any exchange, replacement, or new item sent back to the customer.

All shipments must be insured and trackable. Prolonged Hair is not responsible for lost or damaged return packages.

8. Fraud & Misuse Protection

Prolonged Hair reserves the right to deny returns or exchanges that:

·       Show signs of alteration or tampering

·       Lack proof of purchase or authorization

·       Reflect misuse or fraudulent activity= 

9. Support

For assistance or to initiate a return: hairtosupport@prolongedhair.com

 Final Legal Statement

All returns are subject to inspection and approval by Prolonged Hair LLC.

This policy is designed to protect product integrity, client safety, and our commitment to verified quality and ethical sourcing.

Legal Entity & Jurisdiction: This policy is issued by Prolonged Hair LLC, a Delaware limited liability company, with its principal executive office at 1221 Brickell Avenue, Suite 900, Miami, FL 33131. Registered Agent for service of process: CT Corporation System, 1209 Orange Street, Wilmington, DE 19801. All matters arising under this policy are governed by the laws of the State of Delaware, without regard to conflict-of-law rules.