Refund policy

GENERAL PROVISIONS

This returns and refunds policy is drafted in accordance with Italian Legislative Decree 206/2005 (Consumer Code).

By making a purchase on the website, the customer fully accepts the following terms.

RIGHT OF WITHDRAWAL

Pursuant to Articles 52 et seq. of the Consumer Code, the customer has the right to withdraw from the purchase within 14 days of delivery, except in the cases provided for by Article 59.

EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL

Pursuant to Article 59 of the Consumer Code, the right of withdrawal is excluded in the following cases:

  • Hair extensions, as sealed goods which, for hygiene reasons, are not suitable for return once opened

  • Cosmetic products, for the same hygiene and health reasons

  • Personalised or made-to-measure products, including any alterations made to hair extensions (e.g. toning, colour adjustment, specific processing requested by the customer)

Once opened, used or personalised, these products cannot be returned or refunded.

PRODUCTS ELIGIBLE FOR RETURN

Returns are permitted exclusively for:

  • Non-cosmetic equipment and accessories

Provided that they:

  • Have not been used

  • Are intact and in perfect condition

  • Are returned in their original packaging

RETURN PERIOD

The customer must communicate their intention to exercise the right of withdrawal within 14 days of receiving the order.

RETURN PROCEDURE

To request a return:

  1. Send a message to: info@velvethair.it

  2. Include:

    • Order number

    • Product concerned

    • Reason for the request

The customer will receive return instructions.

RETURN SHIPPING COSTS

Return shipping costs are borne by the customer, unless otherwise stated.

Original shipping costs are non-refundable.

REFUNDS

Once the product has been received and inspected:

  • The refund will be issued within 14 days, as provided for by Article 56 of the Consumer Code

  • The refund will be made using the same payment method used for the purchase

DAMAGED OR INCORRECT PRODUCTS

If a product is damaged or not compliant, the customer must contact customer service within 48 hours of delivery, attaching photographic evidence.

In such cases, subject to acceptance of the request, a replacement or refund may be offered at no additional cost.

CONTACT

For assistance:
info@velvethair.it