Refund Policy
PLEASE READ IN ITS ENTIRETY!!!
REFUND/EXCHANGE
All sales are FINAL and there are no refunds allowed on any grounds.
Order processing begins once payment is pulled. This means your order will not process until we have pulled the funds from our payment processor. Due to high levels of fraud within the hair industry, orders will not start to process until 24-48 hours AFTER your payment is made. This is to protect our business as well as you from fraudulent credit card transactions.
As a result, order modifications are not permitted after an order is submitted. This includes changes to products, refunds, shipment methods, addresses, cancellations, etc.
Customers are advised to complete all request for a Store Credit within 3 days of receipt of their delivered order. Any exchange request not received within the specific time frame will be disqualified. The product must be sent back in the original packaging condition (resalable condition) as it was when shipped from us, meaning it cannot be combed, washed, brushed, cut, worn, colored or altered in any way (original ties must remain intact as it was received by the customer).
You MUST contact our Customer Satisfaction Team prior to shipping your items to us for a store credit. You can reach Customer Satisfaction via email at hello@straightfromthescalp.com. A representative will provide you with a RMA number and you will include this number on the OUTSIDE of your package. Send your item(s) including your first name, last name, phone number, the reason for the return, and original receipt.
For your protection, we suggest that all returns are sent back to us through a traceable postal carrier with a signature required. We are not responsible for lost items in transit.
All Sales are Final on clearance and sale items. No returns/exchanges will be accepted for sales, clearance items or custom units.
The customer is responsible for all return freights in a product return transaction. Once received and determined to be in resalable form, a store credit will be issued. If the item was purchased during a promotion that has ended, your new order will not qualify for the promotion in question. Once a store credit or Gift Card is issued, it may not be redeemed as cash on any grounds.
Replacements
We take great pride in our product and it is 100% guaranteed. Since natural hair is reactive to a simple wash and deep conditioning, product issues or concerns can often easily be remedied by implementing a simple care regimen. However, if you feel you've received a product that is unusual we want to hear from you. Notify a Customer Satisfaction Specialist via email (hello@straightfromthescalp.com) within 3 calendar days from the date you received your package.
Note: using non -recommended products, perming, coloring, lifting, rinsing, cutting, removing the hair from the weft or otherwise processing the hair VOIDS the opportunity for a replacement, if it applies. If Straight From The Scalp verifies and agrees that the product is defective in any way, Straight From The Scalp will then exchange or replace the item.
If Straight From The Scalp does not validate the product defect issue, we will return the item in question to the customer at our expense (via priority mail) without a replacement of the product.
EXCHANGE TERMS
1. All items must be unworn, unaltered and company tag intact.
2. Exchange requests must be communicated within 3 calendar days. It is the customer's responsibility to inspect and try on the unit upon receipt.
3. Contact our Customer Success Team via email: hello@straightfromthescalp.com or call us at 844-772-9242 during office hours. Should the 3rd calendar day fall on a Sunday or a holiday, it is still the customer's responsibility to reach out via email or leave a voicemail regarding their request for an exchange.
4. Item can be exchanged for item(s) of equal or lessor value with no money back.
Limitation of Liability
Straight From The Scalp, does not accept liability beyond the remedies set forth herein, including any liability for products not being available after purchase.
Straight From The Scalp will not be liable for consequential, special, indirect or punitive damages even if advised of the possibility of such damages, or for any claim by any third party except as expressly provided herein. This limitation of liability applies both to products and services. Customer agrees that for any liability related to the purchase of products, Straight From The Scalp is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of products under this agreement. Customer agrees that for any liability related to the purchase of services not bundled with products under this agreement,Straight From The Scalp, LLC is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of services under this agreement.