REMY & VIRGIN™ RETURN POLICY

At REMY & VIRGIN™, we are committed to providing high-quality products and ensuring customer satisfaction. This Return Policy outlines the terms and conditions under which returns and exchanges can be processed. 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.you may refer the Haircare Guide and follow the preinstallation checks.

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 any hair appointments or install the hair before receiving the product and being fully satisfied with its quality. This ensures that any issues 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 manufacturing defects and do not qualify for refund or exchange approval.If altered or installed, original condition cannot be verified and defect claims will be denied.

2. 7-DAY RETURN & EXCHANGE POLICY

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

  • Unused and Unaltered: Products must be unused & unaltered 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, coloring, bleaching, or any alterations.
  • Late Requests: Requests made after the 7-day period will not be accepted.
  • Mandatory Return Requirement for Refunds: Under no circumstances will a refund be issued unless the product is physically returned to REMY & VIRGIN™ and successfully inspected. Customers are not entitled to keep 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 induced by modifications from 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 color to any specific shade or level.

  • Chemical results vary based on external factors including chemical brand, developer strength, processing time, technique, and heat usage.
  • 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:

  • No co-washing or washing at any time.

  • Hair must remain secured in original rubber bands/thread until installation.

  • Do not pull out, separate, or invert strands.

  • 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 issued.

5. SHIPPING CHARGES & TRANSACTION FEES

5.1 Non-Refundable Fees:

  • Shipping charges and transaction fees charged by payment processors (e.g., 5% for all direct credit cards & 10% for all pay-later processors) are non-refundable. payment processing fees and original shipping charges are non-refundable, as these costs are charged to us by third parties and are not returned when a refund is processed.
  • Refunds will only cover the product amount, minus applicable shipping and transaction fees.
  • The original shipping charge is non-refundable.
  • If a product returned was originally shipped with free shipping, the cost of the shipping will be deducted from the refund amount.

5.2 Return Shipping Costs:

  • Customers are responsible for all return shipping costs, including exchanges and any additional fees incurred for failed deliveries due to 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 color and texture. These variations are not considered defects and are non-refundable:

  • Hair color may be lighter or darker than expected due to natural variations. We strive to group hair by color (Natural Black, Natural Dark Brown) but cannot guarantee an exact match.
  • Hair texture may be wavier or straighter than expected. We categorize hair into textures (Natural Straight, Wavy, Curly), but variations may occur. We cannot guarantee an exact match.
  • 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:

7.1 Contact Us: Email us at contact@remyandvirgin.com to request a return authorization. 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.

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

7.3 Refunds & Exchanges: After receiving and inspecting the returned product, refunds will be processed within 5–7 business days, minus any 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 fulfillment. 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 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 is not marked delivered but appears lost:

  • A carrier trace investigation must be completed (up to fourteen (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 created to protect both REMY & VIRGIN™ and our customers and to provide a clear understanding of return processes. For any questions regarding this policy, please contact us at contact@remyandvirgin.com.

Order Processing & Cut-Off Time

Our order cut-off time is 12 PM EST. Orders are not processed on weekends and holidays:

  • Note: Pre-orders will take 30-45 days to deliver.
  • Orders placed before 12 PM EST (Monday to Friday) will be shipped out the same day.
  • Orders placed after 12 PM EST will be dispatched the next business day.
  • No shipping or deliveries on weekends and Holidays.
  • Overnight shipments that depart from our facility on a Friday will arrive the following Monday (not Saturday).
  • During periods of high volume, processing may take longer. We ask for your understanding and patience.
  • Order modifications are not permitted once an order is submitted. This includes changes to products, shipping methods, addresses, and cancellations.
  • Packages shipped to a PO BOX will be shipped via USPS only. Overnight option to a PO BOX takes up to 2 business days for delivery.  

Signature on Delivery

Signature upon delivery may be required depending on the shipping method selected and higher-value orders.If you're not going to be available to sign, you can request to hold the package for pickup at a convenient location near you.

Shipping Carriers & Delays

  • We use the United States Postal Service and FedEx for our shipping services.
  • Shipping delays including overnight shipping are beyond our control, which we cannot be responsible for and no refunds will be issued for such delays.
  • Direct all inquiries regarding delays to the respective shippers and raise a case before contacting us. If assistance is needed, email contact@remyandvirgin.com.
  • We are not responsible for any hair appointment cancellations or delays.

Refund and Responsibility

  • Once a package is marked as delivered by the carrier—including signature confirmation where applicable—Remy Virgin Hair is not responsible for lost, stolen, or missing packages, and such cases are not eligible for refunds or chargebacks
  • All returns and 'return to shipper' shipment costs are non-refundable.

Tracking Your Order

  • A tracking number will be emailed once your order has been shipped.
  • REMY & VIRGIN does not provide refunds or replacements for lost, stolen, or damaged orders in transit. Contact us if you'd like to add insurance to your package.

Wrong Address Disclaimer

It is the buyer's responsibility to ensure the shipping address is correct. We cannot amend addresses post-purchase. If the order returns due to an incorrect address, you may request reshipment after paying the additional shipping fee. We cannot guarantee the same prices or stock availability for reorder.

International Shipping

  • International deliveries typically take 5-7 business days and are shipped via FedEx.
  • Customs duties and taxes are automatically calculated and included in your order total at checkout. We’ll provide tracking for peace of mind.
  • REMY & VIRGIN reserves the right to change the delivery method to a comparable one.
  • Shipping charges may vary from the carrier's actual rates.

If you have any questions or require further assistance, please don't hesitate to get in touch with us at contact@remyandvirgin.com.