Refund policy

By completing a purchase, the customer acknowledges and agrees to this policy in full.

1. Customer Responsibility

1.1 — Inspection Upon Receipt

Customers are required to inspect all products immediately upon receipt to ensure they meet expectations and are free from defects. Please refer to the Haircare Guide and follow the pre-installation checks before proceeding.

1.2 — Condition Requirements

Customers may co-wash, condition, and heat-style the hair while it remains secured with the security ties. Removal of security ties or any alteration or use of the product will void eligibility for return or exchange.

1.3 — Appointment Scheduling

Customers are advised not to schedule hair appointments or install the hair before receiving the product and being fully satisfied with its quality. This ensures that any concerns can be addressed prior to use.

1.4 — Defect Evaluation Standard

Only concerns reported while the product remains unused, uninstalled, unaltered, and with security ties intact will be evaluated as potential product defects. Concerns arising after alteration or installation are not considered manufacturing defects and do not qualify for refund or exchange approval. If a product has been altered or installed, its original condition cannot be verified and all defect claims will be denied.

2. 7-Day Return & Exchange Policy

2.1 — Return Eligibility

Customers must return the product to REMY & VIRGIN™ within 7 days of the delivery date to be eligible for a refund or exchange, provided all of the following conditions are met:

Unused and Unaltered: Products must be in their original condition with security ties intact. Removal of ties or any use will void return eligibility.
Original Packaging: Items must be returned in their original, resellable condition — without cutting, colouring, bleaching, or any other alterations.
Timely Request: Requests submitted after the 7-day window will not be accepted.
Mandatory Return for Refund: Under no circumstances will a refund be issued unless the product is physically returned and successfully inspected. Customers are not entitled to retain the product and receive a refund simultaneously. Failure to return the merchandise will automatically void refund eligibility.

3. Post-Installation Responsibility

3.1 — Altered Products

REMY & VIRGIN™ does not accept returns or exchanges for products that have been used, altered, or damaged. This includes but is not limited to:

Hair or merchandise that has been cut, dyed, or chemically altered.
Issues related to installation, alteration, or maintenance.
Damages resulting from modifications to the product's original condition or incorrect installation procedures.

3.2 — Defect Reporting

Only issues reported while the product is in its original, unused condition will be accepted as product defects. Issues reported after alteration, modification, or installation will not be considered defects.

3.3 — Bleaching & Chemical Processing

REMY & VIRGIN™ does not guarantee that the hair will lift, bleach, tone, or colour to any specific shade or level. Chemical results vary based on external factors including:

Chemical brand and developer strength
Processing time and technique
Heat usage and application method

Dissatisfaction with chemical processing results does not constitute a defect. Once chemically treated, the product is considered altered and permanently ineligible for return.

3.4 — Bulk / Braid Hair — Strict Handling Policy

Do not co-wash or wash at any time.
Do not pull out, separate, or invert strands.
Hair must remain secured in original rubber bands or thread until installation.
Product must remain in its original, unaltered condition to qualify for any return, refund, or exchange.

4. Merchandise Condition

4.1 — Non-Refundable Items

Any merchandise received without intact security ties, or not in its original condition, will be returned to the customer without a refund being issued.

5. Shipping Charges & Transaction Fees

5.1 — Non-Refundable Fees

The following fees are non-refundable, as these costs are charged to us by third parties and are not returned when a refund is processed:

Shipping charges (original and return)
Payment processing fees — 5% for direct credit card payments; 10% for pay-later processors
If a product returned was originally shipped with free shipping, the actual cost of that shipment will be deducted from the refund amount.

Refunds will cover the product amount only, minus applicable shipping and transaction fees.

5.2 — Return Shipping Costs

Customers are responsible for all return shipping costs, including those for exchanges and any additional fees incurred due to failed deliveries caused by incorrect shipping addresses. REMY & VIRGIN™ does not provide return shipping labels.

6. Product Variations Disclaimer

6.1 — Natural Variations

REMY & VIRGIN™ products are made from natural, unprocessed human hair, which may result in variations in colour and texture. These variations are not considered defects and are non-refundable:

Colour: Hair colour may be lighter or darker than expected due to natural variation. We strive to group hair by colour (Natural Black, Natural Dark Brown) but cannot guarantee an exact match.
Texture: Hair texture may be wavier or straighter than expected. We categorise hair into textures (Natural Straight, Wavy, Curly), but variations may occur and an exact match cannot be guaranteed.
Straight Hair: Straight hair may have a slight wave or differ in thickness. These are normal characteristics of natural hair and are not considered defects.

7. Return & Exchange Process

To initiate a return or exchange, please follow these steps:

Step 1 — Contact Us
Email contact@remyandvirgin.com to request a return authorisation. Await approval before proceeding. Photo and video evidence may be required to verify condition — documentation must clearly show security ties intact and no signs of installation or alteration. Failure to provide requested documentation will result in denial.

Step 2 — Return Shipping
Upon approval, ship the product at your own expense using a tracked shipping method and provide us with the tracking details.

Step 3 — Refund or Exchange
After receiving and inspecting the returned product, refunds will be processed within 5–7 business days, minus any applicable shipping and transaction fees.

8. Special Conditions

8.1 — Non-Returnable Items

Products purchased during promotions, sales, or at discounted prices are non-returnable and non-exchangeable. Custom-made products are also excluded from returns.

8.2 — Free Shipping

Free shipping applies only to U.S. domestic shipments.

8.3 — International Shipments

Customs fees collected for international orders are non-refundable.

9. Shipping, Delivery & Loss

Carrier tracking confirmation marked "Delivered" constitutes proof of fulfilment. REMY & VIRGIN™ is not responsible for packages lost, stolen, or not found after confirmed delivery. Customers must contact the carrier directly and file a police report if necessary. No refund or replacement will be issued for orders marked as delivered.

We are not responsible for carrier delays due to weather, operational disruptions, or customs processing. Shipping fees are non-refundable.

9.1 — Lost in Transit

If a package has not been marked as delivered but appears to be lost:

A carrier trace investigation must be completed (up to 14 business days).
No reshipment or refund will be issued until official confirmation of loss is provided.
If insured, customers must fully cooperate with the insurance claim process.

Once the carrier or insurer formally confirms loss and approves the claim, REMY & VIRGIN™ will reship the order. Refunds are not issued for lost-in-transit claims.

10. Modification of Policy

REMY & VIRGIN™ reserves the right to modify this Return Policy at any time without prior notice. This policy is designed to protect both REMY & VIRGIN™ and our customers, and to provide a clear understanding of return processes.

11. Right of Withdrawal for EU / EEA & UK Consumers

If you are a consumer residing in the European Union (EU), European Economic Area (EEA), or the United Kingdom (UK), you have a statutory right to withdraw from your purchase contract within 14 days from the day you (or a third party designated by you) receive physical possession of the goods.

11.1 — Hygiene & Health Protection Exclusion

Pursuant to Article 16(e) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery.

Strict Enforcement: Human hair products are considered hygiene-sensitive. Therefore, if the security ties are broken, removed, or altered, or if the hair has been co-washed, installed, or manipulated in any way, your right of withdrawal is permanently voided and no refund will be issued. The item must remain in its original, sealed condition.

11.2 — How to Exercise Your Right of Withdrawal

To exercise your right, you must inform us of your decision before the 14-day period expires. You can do this using our automated system:

Click the EU Withdrawal Button on our website.
Complete Step 1 (Details) by providing your Name, Email, and Order Number.
Complete Step 2 (Items) by selecting the items you wish to return.
Once submitted, you will receive a Withdrawal Received Confirmation screen with a reference number (e.g., WR-XXXXXX), and a copy will be emailed to you.

11.3 — Effects of Withdrawal & EU Refunds

If you validly withdraw from this contract within the 14-day window and your items pass our hygiene inspection (security ties completely intact):

Full Reimbursement: We will refund all payments received from you for the returned items, including the costs of standard delivery (except for supplementary costs resulting from your choice of a delivery type other than the least expensive standard delivery option offered by us).
Fee Exemptions: For statutory EU withdrawals, no payment processing fees or restocking fees will be deducted from your product refund.
Return Shipping: You will bear the direct cost of returning the goods to REMY & VIRGIN™. You must use a tracked shipping method, as refunds will only be processed once the physical merchandise is received and successfully inspected.

For any questions regarding this policy, please contact us at contact@remyandvirgin.com.