Return Policy

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 purchasing our products, you agree to comply with this policy.

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.

2. 7-DAY RETURN & EXCHANGE POLICY

2.1 Return Eligibility: Customers may return or exchange any unused and unaltered hair extensions 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.

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.

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.
  • 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.

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: International customers are responsible for customs fees, taxes, and additional paperwork required for their orders. These charges are non-refundable.

9. 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.

Shipping Policy

Order Processing & Cut-Off Time

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

  • 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.
  • 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.

Signature on Delivery

Your package may require a signature upon delivery. If you're not available to sign, you can request to hold the package at a nearby location for pickup.

Click this link for instructions.

Shipping Delays & Policies

  • Shipping delays, including overnight shipping, are beyond our control 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

  • REMY & VIRGIN does not take responsibility for lost, misplaced, or incorrectly delivered shipments.
  • 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.
  • International shipping costs do not cover tariffs/Customs charges by your home country.
  • Customs clearance, additional taxes, fees or duties, and paperwork are the customer's responsibility.
  • 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.