Opheila is glad to inform about the high rate of customer satisfaction. We do take pride in our quality which is proved by a negligible number of returns. To show that we stand by our quality, we offer the best return policy through the simplest process. If at all you are thinking of returning the product you purchased, please read and understand the process given below. You can also contact us through our email or phone to get clarifications to your queries.
To return your product, you must submit a APR (Authorization for Product Return) request within 7 days of receipt of merchandise. Note that returns cannot be processed without the APR Number. You can use the form below to process a APR request.
We want you to look gorgeous and be our satisfied customer for life. Our products are passed through stringent quality checks before being shipped to you. For any reason, if for any reason, you are not satisfied with your purchase, please read below and we will do our best to put the smile back on your face. 🙂
We encourage you to thoroughly inspect and examine the hair without cutting the zip ties or opening the bundles to ensure satisfaction with the product. You may comb through the hair with a loop brush, as well as ask your stylist for a second opinion if necessary. Once the hair is used, the return / exchange offers are almost impossible.
What is your exchange policy?
We want you to be happy. We will gladly offer an exchange or store credit within 7 business days of your tracking number delivery date. The product must be returned in the same condition you received them in.
Human hair extensions, clip ins & wigs are considered a hygienic product. Opheila takes matters of hygiene and public safety very seriously. In order to be able to provide great product and customer support, we cannot accept returns or exchanges on wigs, closures, frontals and texture samples.
What does “returned in the same condition” mean?
This means the hair extensions have NOT been washed, conditioned, installed, colored or bleached. The ties have NOT been cut and the hang tag is attached. Basically, if we shipped you the hair in it’s current condition as a new customer, would you be happy with it? For that reason, we cannot do exchanges on hair that has been altered from it’s state when it was originally purchased.
How to request for Return or Exchange?
If you would like to return your product, you must submit a APR (Authorization for Product Return) request within 7 days of your tracking number delivery date. You can use the form on the top of this page to submit a request for APR.
Refunds & Store Credit
We offer store credit, or refund (minus shipping costs) if:
- Requests are made within 7 days of your tracking number delivery date.
- Hair has not been installed, colored, cut, or altered in any way.
Please note: Law states you cannot return human hair products that have been used. We adhere to strict policies in regards to the law, health regulations, and hygiene concerns. If the item is removed from the bundle and used in any visible manner, all refund and exchange policies are voided.
- Hair remains in the bundle and zip ties are intact up top.
- The hair must be in its original packaging and tagged.
- Returned packages must include a copy of the original invoice.
- Merchandise must be physically received before a return can be granted. Opheila will acknowledge through email / SMS upon receipt.
- The product must be sent back at your expense. We recommend you use shipping provider with a signature confirmation service, and/or insurance to protect your package.
* APR – Authorization for Product Return should accompany the package. Without the APR, Opheila will not take responsibility of the merchandise, as it cannot be tracked and may be lost.
Please do not send unauthorized returns. Merchandise sent to us without a tracking number cannot be tracked and may be lost. We assume no responsibility for lost items, unauthorized returns, or items sent to the incorrect address.
We offer exchanges if the returned product meets our requirements:
- Exchange requests must be made within 14 days of your tracking number delivery date.
- We will not accept exchanges of products that have been altered or used in any way. This includes hair that has been cut, processed, colored, or untied at the top of the bundle.
- Shipping and Handling costs will be at the customer’s expense. We recommend you use shipping provider with a signature confirmation service, and/or insurance to protect your package.
- We offer one exchange per original order (India only). Perfect Locks will pay the shipping costs to mail the exchanged product(s) as a one time courtesy.
Refunds and Exchanges must have an APR created within 7 days of your tracking number delivery date. Refunds or Exchanges will not be permitted after 7 days. Please allow 3 business days for your return to be processed.
30 Day Product Guarantee
In the rare occurrence of a problem with a product that cannot be resolved through routine maintenance, we want to take every effort to resolve your situation. Refunds are not permitted, but we will take every effort to address any quality issues. The steps to determine if there is a genuine problem, and how to resolve it, are as follows:
- You must contact us within 30 days of receiving your order or your tracking number delivery date.
- Depending on the situation, we may ask you to submit photos of your problem.
- Since most problems can be resolved with a maintenance regimen, we may offer suggestions as what product(s) may help resolve your problem.
- If the problem cannot be resolved through maintenance, the hair must be sent back to us and received before we can take further action. We handle each situation on a case by case basis, the end result of a verified product inspection is replacement.
In order for us to determine if your purchase warrants replacement, the entire purchased amount of hair must be completely removed and mailed back to our office in Miami, Florida, US. All costs for hair removal and mailing the product back to Opheila will be covered at the expense of the customer. Opheila will thoroughly inspect the product, upon verification of the problem Opheila will bear the cost to send out a product replacement as a courtesy. If no problem with the product is evident, Opheila will send the item(s) in question back to the customer without an exchange of product bearing the shipping cost.
If any product has been accepted for Return or Exchange, a restocking fee of 25% will be charged and the remaining amount less shipping cost will be taken as the final amount and will be credited to the customer account in our books.
In case of exchange, the credited amount will be adjusted against the price of the exchanged product and differences if any should be paid by the customer before the product can be shipped.
In case of return, the credited amount will be returned to the customer through bank transaction only.
Cash returns will not be done. There is no exception.