Returns And Guarantees
Right of Withdrawal, Returns And Guarantees
Custom Orders Regulation, Cancellation, and/or Parameter Modification :
The customer who, after careful review of our website and/or interview via WhatsApp or email with our call center collaborators, decides to purchase a custom-made hair prosthesis, must proceed with the payment of the agreed amount in a single solution to our PayPal account. Credentials will be provided by our staff at the time. If for personal reasons and/or other reasons the customer decides to cancel the order, they must communicate it to our call center via WhatsApp or email within 48 working hours from the date of payment credit. In this case, the order is blocked at our laboratory and the customer is entitled to a refund of the amount paid. The customer must confirm their PayPal account to the call center and can immediately obtain the refund of the amount paid always through the PayPal platform. Currently, no other payment methods are provided. The PayPal platform is the most widespread and secure online payment method in the world. After 48 working hours, the order can no longer be canceled, so the customer can decide whether to still collect the product upon delivery after about 2-3 months (non-peremptory term variable according to the parameters of the artifact) or definitively cancel the order, but in that case, they will not be entitled to a refund of the amount paid, which will be retained by our company for the damages suffered. The customer can modify the parameters of their order within a peremptory term of 48 working hours from the moment the agreed amount has been credited to our PayPal account and the order has been processed at our production laboratory. After this time, it is no longer possible to modify any of the parameters of their custom hair system, and it will be delivered compatible with the order sheet agreed upon at the time of consultation via WhatsApp or email with our collaborators.
Payment Terms and Shipping :
After the consultation via WhatsApp or email with our collaborators and careful reflection having gained extensive knowledge of the exclusive technology, products, and materials used, the different application systems as well as the possibilities of use, the customer accepts our proposal for a trichological thickening and must in this case pay the agreed amount in full in a single solution. The amount can currently only be sent through the PayPal platform, which is the most secure tracked payment method in the world for online purchases. The customer is also guaranteed by the platform's goods/services insurance and is therefore sure to never lose their money or have their credit cards cloned, as the company can only see the customer's email and nothing else. Furthermore, for the customer, it is a payment with maximum privacy and has no commission or tax costs. Our company offers a peremptory term of 30 days beyond which if the agreed amount is not credited to our PayPal account, the agreements made and the agreed estimate automatically expire. After about 2-3 months (non-peremptory term variable depending on the chosen parameters and the difficulty of the hair prosthesis to be produced), the company will notify the customer through their registered contacts that the artifact is ready and has passed quality control and all tests and the product is in shipping. The customer must confirm their address and the next day we will provide the customer with the package tracking. Our company exclusively uses the international courier FedEx for its shipments, the fastest and safest in the world. The package travels insured, the shipment has already been paid by the customer at the time of ordering the prosthesis. Usually, the FedEx courier delivers to the customer's home after 3-5 working days. We constantly follow all our shipments and if there are delays in the package not due to our company, such as strikes, flight delays, customs, adverse weather conditions, etc., the customer will be immediately notified. In any case, the delivery delay will be a few days more than expected.
Being international shipments, the package can be stopped by the customs of the importing country. In this case, you will be contacted by the FedEx courier who may ask you questions about the shipment. Usually, the procedure is resolved in a few hours. We remind you that upon delivery of the package, there may be customs duties to be paid, in relation to the value of the package, usually around €20 for an average declared value. This amount is established by the customs of the incoming country and cannot be known beforehand. You will have to pay this amount to the courier directly upon delivery of the package, and our company is not involved or responsible for this import tax that you will have to pay.
In the unfortunate event that the package is lost or arrives tampered with, we will open a dispute with our courier and try to resolve everything as quickly as possible, without economic damage to the customer who will always be protected, as the package is insured. We remind you that the customs of the incoming country can legally open packages for inspection, and this cannot be avoided by our company, but in this case, a red seal will still be affixed indicating that the package has been opened by customs authorities.
Finally, we remind you that FedEx is not required to call you or deliver by appointment, so we recommend providing a contact where there is always someone trustworthy to receive the package and pay the possible customs duty that may be due to the courier, exclusively in cash. (For modest amounts, the courier does not accept checks or other forms of payment and is not required by law to have a POS in their delivery van. Card payments are only available at the FedEx branch in your reference area).
Right of Withdrawal and Guarantees :
The User/Customer has 7 days from the receipt of the goods by our contracted courier to exercise the right of withdrawal. In any case, it is considered that the User/Customer is aware of the right of withdrawal from the moment they access the website, which requires reading and accepting these General Conditions, or in any case from the moment they place an order. Our hair prostheses are subject to rigorous quality controls and when they are shipped to customers, they have already been carefully verified that the artifact and its realization meet the parameters agreed upon at the time of order placement. Within 7 days of product delivery, the customer can contact our call center and, with justification for the errors found, the artifact can be returned to our factory for parameter correction. We remind you that for custom-made orders, returns can only be accepted if the parameters agreed upon at the time of order do not reflect the realization of the artifact. In this case, the prosthesis can be fixed or remade under warranty by the laboratory. For custom-made orders, returns due to errors not ours in the compilation of the order sheet by the customer or for personal subjective reasons of preference are not accepted. In this case, the customer will still have to keep the artifact and is not entitled to a remake under warranty or correction. We remind you that for personal orders, the amount paid will not be refunded in any case. This can only happen in the cases already listed of order cancellation within 48 hours or if for any reason the laboratory fails to deliver the artifact within the expected timeframes. In all other cases, the hair prosthesis can be fixed or remade, but a refund of the amount paid is not provided.
The prosthesis of personal custom orders has a 30-day industrial warranty on premature hair loss, after which no production defect can be attributed to our company. We remind you that the 30 days expire from the delivery of the package with the artifact and not from when the customer wears it, which can be many months after delivery.
Repairs follow the same rules as custom-made orders.
Finally, ready-to-stock prostheses sold in the "Stock" section of our website are not subject to any warranty once tampered with and cannot be returned. In many cases, they are artifacts called "disposable" and very delicate, sold at factory prices without intermediaries, so commercially they are not subject to duration or satisfaction guarantees. In this case, we adopt the "seen and accepted" policy. If the delivered stock prosthesis does not meet your expectations or is not to your liking, it must not be tampered with in any way, it cannot be washed (in this case, we remind you that almost all stock prostheses are delivered with a hair style like a warranty seal that can hardly be reproduced by the customer at home, so it will be clearly visible if it is washed or wet), it cannot be worn for hygienic reasons, nor can the base or hair be cut. In the above cases, even if returned, but our technicians see tampering, we will not be able to proceed with the refund of the amount paid and the prosthesis will be definitively returned to the customer. While if it is not tampered with by the customer, it can be returned and as it returns to our factory, the amount will be fully refunded to the customer always through the PayPal account.
We remind you that all shipments made by the customer are at their own expense and risk, so if for cost reasons the customer decides to ship the return prosthesis to our headquarters not through an international courier, but with postal services, delivery times will be very long, and the refund can only occur when the package has been delivered to us. If the package is lost, the refund cannot occur. For these reasons, we always recommend that the customer ships to our factory with international couriers like FedEx, UPS, DHL. The return prosthesis must be returned with the original packaging, bearing the barcode label necessary for our warehouse.
For personal custom orders, prostheses cannot be returned requesting the 30-day industrial warranty if they have been subjected to chemical treatments, such as aggressive colors, hair straightening, perms, or bleaching. For example, an order delivered with straight hair and dark blonde color, which is returned with permed curly hair and highlights, claiming that the hair fell prematurely, these situations are not accepted by our company and the warranty expires.