Our Policies

Our commitment is to provide your salon with the highest quality, ethically sourced hair, crafted with meticulous care. We stand by the integrity of our products, which undergo rigorous quality checks before shipment.

Due to the hygienic nature of our products and our custom-crafting process, we have established the following policy to ensure transparency and satisfaction.

A Note on Our Custom Process:

– As stated in our process, we keep our hair stock in “tails form.” For our Standard Swatches Colour Orders, we begin crafting your order specifically for you after it is received. This includes selecting tails, custom coloring, and blending shades.
– We urge you to review your order specifications carefully before purchasing. We are happy to answer any questions about texture, shade, and length to ensure your complete confidence.

Part 1: Pre-Installation Returns (Satisfaction Guarantee)

• Your complete satisfaction is our priority. We ask that you or your client thoroughly inspect all hair before installation.
• If you or your client are not 100% happy with the hair quality, color, texture, or any aspect of the extensions upon receipt, you may return them within 30 days of delivery for an exchange or a refund (minus merchant fees).
• Installation of the hair extensions signifies full acceptance of the product’s color, texture, and length. Once installed, the hair is no longer eligible for a return or exchange under this satisfaction policy.

1.Your Pre-Installation Checklist

Before installation, please verify:

• Does the hair meet your client’s expectations?

• Is it the correct color, texture, and hair type?

• Did the bundle wash and dry as desired?

You can (and should) Wash the Hair: 

• Our hair has natural textures that may flatten during shipping. We highly recommend wetting or washing the hair and letting it air-dry to see its true texture.

• Washing the hair to check its feel and appearance DOES NOT void your ability to return it, as long as it has not been installed or otherwise altered

2.Visible Manufacturing Defects (On Receipt)

If you believe you have received a product with a visible manufacturing defect (e.g., issues with the weft, incorrect construction) before use or installation, please follow these steps:

• Contact our quality team at “suppor@volumeandlength.com” within 7 days of delivery.

• Provide a detailed description of the issue and include clear photos or videos.

• Do not install, cut, color, or chemically treat the hair. Any alteration will void this claim.

If a manufacturing defect is confirmed, we will replace the item.

Part 2: Post-Installation Quality Guarantee (Hidden Defects)

We guarantee the quality of our hair against manufacturing errors. If a problem with the hair quality arises after installation that was not visible prior (such as a hidden processing issue), please contact us immediately.

• This post-installation guarantee covers hidden manufacturing errors for 30 days from the date of purchase

• Please complete the Hair Issues Support Form  with all details so we can research the issue.

• We will work directly with you, the stylist, to find the source of the problem. If a manufacturing error is confirmed, we will find a solution, which may include replacing or refunding the order.

Disclaimer: This guarantee covers manufacturing errors only. We do not replace or refund products for styling issues, improper installation, poor maintenance, or damage caused by chemical alterations (e.g., coloring, lifting) done after you received the hair.

Part 3: Return Processing & Refunds

To be eligible for any return, the items must meet the following conditions.

Eligibility for Return (Pre-Installation):

• Timeframe: Must be initiated within 30 days of delivery.

• Condition: Must be in its original, uninstalled condition.

• Unaltered: We cannot accept hair that has been installed, cut, heat-styled, or chemically altered (colored, lightened, etc.) by you or your client.

If all conditions have been met and it is before 30 days from the date of order delivery, please complete the Product Returns Form.

Inspection & Processing:

Upon receipt, all returned items will be inspected. Once approved, a refund or store credit will be generated within 24-48 hours:

• Refunds: Issued back to the original payment method, minus any applicable merchant fees.

• Store Credit: Issued for the full value of the return. There are no merchant fees deducted from store credits.

• Restocking Fee: Bundles returned tangled, dirty, wet, or otherwise requiring repair will incur a 10% restocking fee.

• Packaging: If you removed the original label or string, secure the top of the extensions with a rubber band and place them in a bag to prevent tangling

2.HAIR ISSUES AFTER INSTALLATION

All hair extensions orders are thoroughly inspected throughout the manufacturing process at our Production House. 
Every bundle of hair is hand washed, tangle tested and air dried as part of our quality control procedures. Our primary concern is to ensure you and your customers are completely satisfied with your purchase.

We encourage you and your client to inspect all orders immediately after receiving them.
Only install the hair if all parties are completely satisfied. Installing the hair extensions is considered acceptance of the order. Such products are no longer applicable for a return.

If you or your client are not 100% happy with the hair quality, color, texture, finish or any other aspect of the hair extensions upon receipt of your order, request a return of the order immediately.

If there is a problem with the hair quality after installation that was not visible prior to the installation, contact us immediately.
Please complete the Hair Issues Support Form with all details so we can research and respond as soon as possible.

We guarantee the quality of our hair, and we will work with the stylist to find the source of the problem or to find a different solution that will work for the client, even if that includes replacing or refunding the order. Please note this must be done within the first 30 days after your purchase.

If for any reason you are experiencing problems after the first 30 days (such as Your Salon Stocked hair from us as part of Bulk order, Client re-scheduled the Installation….) , please reach out to us as we have years of experience working with the hair and solving problems for our stylists.

We do not replace or refund for styling issues, only manufacturing errors.

3.SHIPPING POLICY

We offer shipping insurance for packages lost or damaged in transit. The cost is 1.5% of the total order value, before shipping fees. Insurance is optional, but please be aware that excluding insurance negates any coverage or possibility of a refund if your package is lost or damaged in transit by the carrier.

We do not insure the packages through UPS or USPS as their fees are costly and the insurance claim process difficult and lengthy.
Our insurance is through a private company and we handle all the claim submissions and resulting refunds.

Insurance claims can only be made when packages in transit are lost or damaged. Once the package is considered “delivered” you will not be able to file a claim. So please make certain you enter a full and complete address for shipping (including suite numbers and salon name if applicable) and keep track of your shipments to avoid stolen deliveries.

If your package is lost or damaged by UPS or USPS, these are the steps to be taken:

Establish lost/damaged packages: We begin by submitting a tracer investigation with the carriers in order to obtain the paperwork that verifies the package is not deliverable. Please note that this can take up to 2 weeks in the case of lost packages as both carriers will conduct a search.

Upon receipt of verification of loss/damage: We immediately send you a refund for the full order amount, including shipping fees.

That’s it! We take care of all the loose ends with the insurance company but make sure you get your money back as quickly as possible.

PLEASE NOTE: Shipping Insurance will only show up to add as a cart item if cart is over $200. All orders under $200 are already covered by the carrier.

4.VOLUMEANDLENGTH PAYMENT POLICY

At VolumeandLength, we are committed to providing you with a secure and efficient payment process for your wholesale hair extension purchases. Please review our payment policy below:

Accepted Payment Methods:

We exclusively accept payments via:

• Direct Debit
• Bank Transfer
• Wire Transfer

Upon confirmation of your order, you will receive an invoice detailing the total amount due, along with our bank account details and instructions for making your payment via your chosen method.

Payment Information Security:

For your utmost security and privacy, VolumeandLength does not store any payment card or banking information directly on our website or servers. All transactions are handled securely through direct bank transfers from your end, ensuring your sensitive financial data remains confidential and protected.

Order Processing:

• Orders will be processed and dispatched only after the full payment has been received and cleared in our bank account.
• We will notify you once your payment has been successfully confirmed and your order is being prepared for shipment.

Payment Deadline:

To avoid delays in processing your order, we kindly request that payments be completed within [e.g., 3 business days] of receiving your invoice. If you anticipate any delays in payment, please contact us as soon as possible.

Questions Regarding Payment:

If you have any questions about our payment policy, require assistance with your payment, or need our bank details re-sent, please do not hesitate to contact our customer service team at [Support@volumeandlength.com]. We are here to support you.

5.PRIVACY STATEMENT

Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used.

This notice applies to all information collected or submitted on the Hair & Compounds websites. On some pages you can order products, make requests, and register to receive materials.

The types of personal information collected at these pages are:

– Name

– Address

– Email address

– Phone number

We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order.

We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties.

You can register with our website if you would like to receive pricing information as well as updates on our new products and services. Information you submit on our website will not be used for this purpose unless you complete a sign up form.

Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.

Should you have other questions or concerns about these privacy policies, please send us [support@volumeandlength.com]

VolumeandLength Hair reserves the right at our discretion to make changes to prices, policies and procedures. Please check this page periodically for changes.

All price lists are subject to change.

We do not run any promotion on our hair extension lines as there is no minimum order and all prices are wholesale for the stylist and salon owners. We do not sell any of our products retail nor do we publish our prices for the public.

Payment must be made in advance before the order is picked up or shipped out.

Email the filled out form to: orders@volumeandlength.com