Refund, return & exchange policy

At Bella-Lu Hair Extensions, we are dedicated to ensuring your satisfaction while maintaining the highest quality standards. However, due to the hygienic nature of our items, specific conditions apply to refunds, returns, and exchanges. We are here to guide you through the process with care and transparency.

Refunds

We value your trust and strive to make refunds as straightforward as possible.

  • Eligibility for Refunds:
    • Refunds are available for unopened, unused items in their original packaging with all seals and tags intact.
    • Unfortunately, opened items, such as hair extensions, brushes, and silk pillowcases, are considered final sale due to hygiene and safety standards.
  • Restocking Fees:
    • A $20 restocking fee applies to refunded hair extensions.
    • A $10 restocking fee applies to unopened, eligible accessories.
    • Items purchased with a discount or promotional code are final sale and, therefore, not eligible for refunds or exchanges.
  • Refund Process:
    • Refund requests must be initiated within 14 days of receiving your order.
    • Upon receiving and inspecting the returned item, refunds are processed within 14 business days and issued to your original payment method.
    • Original shipping costs are excluded from refunds, as Bella-Lu covers these on your behalf.

Returns

We understand that sometimes returns are necessary, and we are committed to simplifying the process for you.

  • Eligibility for Returns:
    • Returns are only accepted for unopened, unused items in their original packaging with seals intact.
    • Items that are opened, worn, or tampered with cannot be returned, as they do not meet our hygiene standards.
  • Restocking Fees:
    • A $20 restocking fee applies to unopened hair extensions.
    • A $10 restocking fee applies to unopened, eligible accessories. Brushes and silk pillowcases are considered final sale and, therefore, not eligible for returns.
  • Return Process:
    • Contact us at info@bella-lu.com within 14 days of receiving your order to initiate a return.
    • Use a trackable shipping service to send your return, as Bella-Lu cannot process returns without tracking.
    • Ensure that international returns are labeled “RETURN, NO DUTIES” to avoid delays or additional fees.

Exchanges

We know selecting the perfect color online can sometimes be challenging. Therefore, we offer exchanges for unopened items to ensure you find the right match. (I underscored it because it needs to be hyperlinked to the page of “Find Your Match”)

  • Eligibility for Exchange:
    • Exchanges are only available for unopened, unused hair extensions in their original packaging with seals intact.
    • Opened items cannot be exchanged due to hygiene standards.
  • Exchange Period:
    • Exchange requests must be made within 14 days of receiving your order.
  • Exchange Process:
    • Contact us at info@bella-lu.com with your order number and your request to exchange for a different color or item within the same product range.
    • Return the unopened item using a trackable shipping service.
    • Upon inspection and approval, we will promptly ship your replacement product.
  • Restocking Fees:
    • A $20 restocking fee applies to exchanges for hair extensions.
    • A $10 restocking fee applies to exchanges for unopened, eligible accessories.

Important Notes

  • Final Sale Items:
    • Opened hair extensions, brushes, silk pillowcases, and discounted or promotional items are final sale and, therefore, not eligible for refunds, returns, or exchanges.
  • Shipping Costs:
    • Bella-Lu covers the shipping costs for your original order. However, customers are responsible for the return or exchange shipping costs.
  • Tracking Requirement:
    • All returns or exchanges must be sent using a trackable shipping service. Returns or exchanges sent without tracking will not be processed.

How to Contact Us

We are here to help and want to ensure your experience is seamless. For any questions or assistance with refunds, returns, or exchanges, please email us at info@bella-lu.com. Our team will respond promptly within 24 hours to provide support.

Thank you for choosing Bella-Lu Hair Extensions. We are committed to making every step of your journey with us exceptional.