All purchases made in the EU are eligible for withdrawal up to 14 days after you receive your purchase. All original shipping, taxes, & duties are included in your reimbursement for your withdrawal, however the cost of return shipping is your responsibility. Per the EU Consumer Rights Directive, certain exceptions are outlined in Article 16(e). Philocaly may reject a return or withdrawal request, or deduct a portion of reimbursement, if: any applicable hygienic or factory seals, or security ties are broken; if the product and its packaging are not in their original condition; and if the product shows signs of use beyond what is necessary to inspect it. All withdrawals are processed in our Returns, Exchanges, & Claims portal. 

Enter your order number and email address in our return portal and click start. Follow the instructions and select the items you want to return. You must submit photos of the merchandise to confirm its integrity before your return will be accepted. Once reviewed, you will receive a confirmation email with the shipping guidelines and address, to complete your return.

We will gladly accept your hair extensions back for a full exchange or refund, within 14 days of receiving, so long as they are unopened with the original hygiene seal in-tact. Once the package has been opened, the hair becomes final sale. Due to hygienic reasons, hair accessories and tools are final sale.

There are no charges for returns. Original shipping charges are non-refundable. You are responsible for the charges of the return shipping.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to the original payment method within 10 working days.

Philocaly Hair straight extensions are covered by a limited six (6) month warranty against manufacturing defects, effective from the original invoice date. Claims submitted beyond the six-month warranty period will not be accepted.

Philocaly Hair curly extensions are covered by a limited three (3) month warranty against manufacturing defects, effective from the original invoice date. Due to the double processing required to achieve and maintain curly textures, claims submitted beyond the three-month warranty period will not be accepted.

Any merchandise claimed as defective must be returned within thirty (30) days of submitting the claim. Clear photos of the alleged defective merchandise must be provided prior to warranty approval.

The determination of whether a product qualifies as a manufacturing defect will be made solely by our Quality Control department. Once the review is complete, the decision regarding the claim will be communicated to the distributor.

Within the first half of the applicable warranty period, Philocaly Hair will fully replace the hair extensions at no cost to the customer if the extensions meet the following criteria:

- Attachments at the top of the extensions are coming apart, including hand-tied wefts separating at the seams (where it is evident that this is not due to improper care), or adhesives deteriorating as a result of a manufacturing defect.

- Excessive breakage, defined as more than four (4) inches of hair breakage occurring within the first half of the applicable warranty period.

- Excessive matting and tangling determined to be the result of a manufacturing defect.

This limited warranty does not apply to non-manufacturing defects, which include but are not limited to:

- Defects resulting from physical damage to the product by the customer.

- Defects resulting from the improper use of the product (e.g., lifting, coloring, or treating the extensions, cutting the adhesive tabs, or hand-tied wefts).

- Improper application of Philocaly Hair products.

- Hair extensions can be subject to fading, and fading will not be considered a manufacturer defect for warranty purposes. Hair extensions are colored like natural hair and may fade over time depending on client care and shade chosen.

Except as expressly stated above, Philocaly Hair Inc. disclaims all other warranties of any kind, including but not limited to any express warranties, statutory warranties, and any implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Under no circumstances will Philocaly Hair Inc. be liable or responsible for any direct, indirect, incidental, consequential (including damages from loss of business, loss of profits, litigation, or the like), special, exemplary, punitive, or other damages, under any legal theory, arising out of or in any way relating to the product or the use of the product.

During the first half of the applicable warranty period, claims that fall within our warranty guidelines will result in a full replacement of the product if it is determined to be defective.

During the second half of the applicable warranty period, the warranty will be prorated, and a prorated credit or replacement value will be provided to the customer if the product is determined to be defective.

To begin the warranty process, please enter your information in our warranties form and follow the steps on screen. Photos of defective merchandise must be provided before a warranty will be accepted.

If you are not a stylist and did not purchase the hair directly through Philocaly, kindly have your stylist contact us with the necessary information.

At Philocaly Hair, we value your satisfaction and are committed to providing you with the highest quality hair extensions on the market. Thank you for choosing Philocaly!