Return/ Exchange Policy

All sales made through the HairNua LLC Web site are subject to HairNua LLC return policy.

HairNua LLC is a reputable hair extension company. We take so much pride and pay attention to details of the product we ship to our customers. Everything package goes through a rigorous quality control process to make sure you are receiving the best quality product possible. All hair orders are thoroughly inspected before shipping. Our goal is to have satisfied returning customer hence have maintained over 95% positive feedback from our customers.

Due to the nature of our products and for hygienic reason, all sales are final. We do not offer REFUNDS on a successfully processed and shipped order; you will receive a STORE CREDIT. · We suggest that you request a sample where applicable before investing in the hair if you are not familiar with Our Hair. Also, note that return due to a slight color variation will not be authorized.

Please review our RETURN/EXCHANGE policy for a complete explanation of the return policy.

 

Return Fraud

We take ALL Return Fraud seriously. All incidents must be reported to authority to the fullest length of law.

Return frauds include but not limited to:

Returning a counterfeit product that is not the product ordered.

Purchasing merchandise for short-term use with the intent to return the item Purchasing higher priced merchandise with the intention of returning the item(s) claiming the lower priced item was received.

 

Product Defect/ Replacements

HairNua LLC take great pride in our product, each package is a product of 100% FULL CUTICLE human hair, hence certifies and guarantee that.

PLEASE NOTE: Thoroughly review your product including the weft before removing your label. You can also do a few strand tests on the weft to determine the integrity and quality of the hair prior to using it. Since this is natural hair, it will be is reactive of products used, how it’s installed, the environment and maintenance routine.

Due to hygienic reason, we will not accept any product without the label and packaging intact.

However, if you already installed the hair and feel you have received any product that is defective you must contact us within 14 calendar days from the date your item was received. We will also require you submitting corresponding details and evidence which includes images of the product in question, then we will require you to send us the product back, this means you will need to uninstall the extension.

Please note that waiting longer to install or uninstall the hair will make it void for any sort of review, we simply cannot accept the product at that time. Although no refunds are permitted we will address the quality issue at once.

If HairNua LLC verifies and agrees that the product is defective in any way, HairNua LLC will then exchange or replace the item.

Please NOTE that you will be responsible for paying costs associated with returning the HAIRNUA product(s) if we do not validate the product defect issue.

If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item.

Lost item/Insurance

In the rare event that your order never arrives, notification of lost items must be received within 14days from receipt of the shipping confirmation e-mail. Please be sure to purchase Insurance with your product to ensure coverage.

 

Dispute Resolution

Mindful of the high cost of litigation, not only in dollars but also in time and energy, both you and HAIRNUA LLC agree to the following dispute resolution procedure: In the event of any controversy, claim, action or dispute arising out of or related to any transaction conducted on the Sites, or the breach, enforcement, interpretation, or validity of this Agreement or any part of it (“Dispute”), the party asserting the Dispute shall first try in good faith to settle such dispute by providing written notice to the other party describing the facts and circumstances (including any relevant documentation) of the Dispute and allowing the receiving party 30 days in which to respond to or settle the Dispute. Both you and HAIRNUA LLC agree that this dispute resolution procedure is a condition precedent which must be satisfied prior to initiate any litigation or filing any claim against the other party.

 

 

Termination of Use

HairNua LLC may, in its sole discretion, terminate your account or your use of the HairNua LLC website at any time. HairNua LLC reserves the right to change, suspend or discontinue all or any aspects of the HairNua LLC Web site at any time without prior notice.

Please Contact Us for any Inquiry regarding further clarification about our Terms and Conditions or general questions.

 

Returns And Exchanges

We are very confident and guarantee the quality of our product! We want you to be satisfied with your order so we thoroughly check each order before shipment!

Our products come with a certificate of authenticity and instructions for a quality care regimen. However, if you feel you’ve received an item that is defective and abnormal and would like an exchange, we are happy to accommodate EXCHANGES. If you have received any product that is defective you must contact us immediately upon receiving the package. The exchange must be conducted within five (7) business days of receipt of the merchandise.

We do not offer REFUNDS; you will receive a STORE CREDIT. · We suggest that you thoroughly review your product of interest, ask us question if required before investing in the hair if you are not familiar with our Hair. · Also, note that return due to a slight color or texture variation will not be authorized.· Our Color and Texture Chart are used as guides, as the color and texture view may vary depending on your monitor’s resolution.

NOTE:

  • Please note that you can still return the hair for an exchange if the black label and gold security sticker around it were not tampered with! Our weft hair comes with our monogram gold sticker to maintain the integrity and quality of our hair, once this label is tampered with/ removed, it is 100% void for any exchange. Please do not tamper with the product if you have concerns or reservations, as we cannot restock a tampered item back. All exchange must be returned with an ”RMA” number. Unauthorized and ineligible exchanges will not be accepted and will incur a 50% unauthorized product return fee.

  • Exchange MUST be initiated within 5 days of product receipt.

  • You will be responsible for paying costs associated with returning the HAIRNUA product(s) if the correct item is received.

  • 15% Merchandise Restocking Fee applies if you received the correct item. This will only be waived if we sent you the incorrect item.

  • Shipping and Insurance fee is non-applicable for store credit.

  • ALL SALES ARE FINAL on “Custom Order” and “Clearance” items unless an incorrect item is received.

 

Eligible Products

You must exchange the item with a similar item/style. We can only warrant one exchange per order.

Eligible products must be in original and perfect factory condition (unaltered, unworn, undamaged, and with tags attached) and in original packaging.

Ineligible Products

Item not eligible for exchange is items received for more than 5 days of initial contact, Clearance items, Custom Orders, Hair Samples and Color Ring.

Products that have been altered, worn, damaged, or tags/packaging tampered with is ineligible and deemed authorization.

Exchange Request (RMA)

Requests for exchange must be made within 5 days of receipt of product(s). Exchanges must be pre-authorized by Hairnua.com with an RMA (Return Merchandise Authorization) Number. Without an RMA, the item is void for return. We will issue you the RMA after the pre-authorization. Once you receive your RMA with instructions on how to send it back, you can then send back the item. Credits are issued as store credit only. Store credit is valid for the purchase of any item on www.Hairnua.com and does not expire! When completing any return or exchange, please follow the steps below.

 

  • To Proceed with the request of an “RMA” number.

  • If you are making an exchange and the total cost of your exchange is more than the amount of your return, you will be required to pay the difference.

  • Make sure to follow all instructions provided.

  • Please note: Only products purchased on Hairnua.com may be returned for exchange on HairNua.com

 

Exchange Duration

Returns/Exchanges typically take 5-7 business days for a complete exchange. It is highly recommended that you plan in advance if you are going to be initiating an exchange.

Exchange Package Preparation

You must clearly mark the RMA number on the outside of the shipping box. Packages with no visible RMA will be refused. You must choose a shipping company with a tracking system so we can track your return.

You may find additional details of our policy by visiting our TERMS AND CONDITIONS

SHOPPING ONLINE INSTRUCTIONS

How To Shop Online

Welcome to Hairnua.com. Shopping is easy, convenient and secure.
Simply select the product you want to purchase and follow the instructions below:

Step One:

On individual product page click “Add to cart” to place the product(s) you have selected into your shopping cart.
NOTE: Ensure to read “Details” and “Care” provided if applicable.

Step Two:

When you’ve completed shopping, click the “Cart” icon on the header and then “Proceed to Checkout” button. Then, simply follow the instructions to checkout and complete your order. Please note that you may change the contents or edit the quantities of items in your shopping bag until you click “Confirm Order.” Thanks to our “one Page Checkout” After clicking “Confirm Order” your order will be processed. After your order has been submitted, a “Thank You” page will be displayed confirming that your order was received. You will also receive an email confirmation promptly following each order. If your email confirmation does not arrive within 24 hours after you have placed your order, please contact us at order@hairnua.com for assistance. If you have any questions or concerns when placing an order or if you wish to inquire about a previously placed order, please call Hairnua.com Customer Service at 305-209-5979 or click Contact Us for assistance. Please have your order number available in order for us to serve you most efficiently.

Shopping Cart

Click “Cart” located on the header to display the quantities of the items you have placed in your shopping bag and the total cost of your purchase. You may also remove or make changes to your purchase.

Removing Items From Your Bag

If you wish to remove an item in your Shopping Bag, simply go to “Shopping Cart” and select the “Remove” link near the product name. The item will be removed from your shopping cart.

Optimal Monitor Setting

This site is compatible with most browsers but best viewed with Chrome, Firefox or Safari browser. Please note that monitors display colors differently based upon their settings.

Security Online

At Hairnua.com, we understand how important security is to you. When you place an order at Hairnua.com, we encode your information using Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely.

You can shop at with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit cards payments safely and securely for our customers.

The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the credit card processing networks.

The company adheres to strict industry standards for payment processing, including:

128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.

Industry leading encryption hardware and software methods and security protocols to protect customer information.

Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy

Hairnua.com is registered with the Authorize.Net Verified Merchant Seal program.


Item Availability

TEMPORARILY OUT OF STOCK/BACK-ORDERED ITEMS

If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the back-ordered item. Back-ordered items are shipped as soon as they are available. If for any reason
you wish to cancel or exchange a back-ordered item, please click
 Contact Us
 for assistance and we will be happy to assist you.

Maximum Purchase Policy

We must limit orders to Six of any single item for retail customers. If you have any questions, please Contact Us and we will be happy to assist.


Sales Tax

We are required by law to collect state sales tax on orders being shipped to Maryland addresses. Sales tax will be assessed on the total purchase, including shipping and handling charges. If you have other questions regarding sales tax, please feel free to Contact Us Purchases paid for with Hairnua.com eGift Certificates are subject to applicable sales tax. No sales tax is charged when buying Hairnua.com eGift Certificates.


Payment Options

We have three payment options: Credit card, Western Union and Bank Wire Transfer. We will only ship to continental U.S. destinations for all Credit Card transactions. Orders outside of the USA should pay via Wire transfer OR Western Union.


We Take Credit Card Fraud Seriously!

Expect delay if billing and shipping address are different! If your order is shipping to an address that is different than your credit card billing address or unverified/ incomplete billing address, additional verification steps will be required and your order may be delayed or canceled. To process order going to a different address other than your billing address MUST require you to verify your credit card. This includes submitting the image of your credit card.

To avoid this, choose your billing address as your shipping address upon check out.


Credit Cards Accepted:

American Express
Discover
MasterCard
Visa

Important Information:

For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria. Western Union/ Bank Wire-Transfer Payment

Once your order is placed, detail information on how to finalize your payment will be provided.

Availability of the product is measured from the date of confirmed payment. We give a grace period of 48hrs to reserve your product. If payment is not received in a timely manner, we will cancel and put your item back in stock for other customers.

We’re Sorry, We Do Not Accept:

CODs
Layaway plan
Money Orders
Personal or Business Checks
Credit cards with billing addresses outside the U.S.

INSURANCE POLICY

We add insurance to all items! This ensures if your package is lost, damaged, or stolen a claim can be filed.  If your item is lost or damaged, CONTACT US IMMEDIATELY and we will file the insurance claim for you. We will help you investigate the problem and contact you if any further documents are required.

Important Notes:

  1. Replacements will ONLY be shipped pending a thorough investigation. This process can vary between fourteen (14) days or up to two (2) months depending on the shipping method of the original order. You will need to place another order. if you cannot wait that long. We will reship you the original transaction once we receive the reimbursement from the insurance company or receive the missing shipment back. 

  2. Claims for Damages can be submitted at any time. All claims must be submitted within 180 days after the shipment date. Claims for lost packages for the following merchants can be submitted as follows:
    UPS - 1 day after the shipment date, once the package has been confirmed as delivered.
    USPS - 30 days after the shipment date.
    DHL - within 30 days after the shipment date.

  3. We strongly advise you to keep Damaged items in the exact condition you received it. Damaged items should be held in the event they are requested during claims processing. FAILURE TO RETAIN DAMAGED PROPERTY COULD AFFECT FINAL SETTLEMENT OF THE CLAIM. 

  4. Warning: Any fraudulent claims will make the recipient liable for prosecution for mail fraud under the Federal Criminal Code.