Terms and Conditions
Please note, that because of the natural nature of our Virgin Indian Remy hair, there will be variations of texture and color between bundles. Each bundle of hair comes from an individual person and is completely natural from end to end, therefore we can make no guarantees on color and texture. We will, however, make every effort to match your order to meet your desired requirements. The color of our natural Virgin Indian Remy Hair will range from #1b (natural off-black / dark brown) to a #2 (Dark Brown). If you have a specific request for virgin hair in a lighter color, please note this in the comments box on the order page and we will do our best to accommodate your request, specific color selection requests are not guaranteed.
Our products are 100% guaranteed. Due to the pure nature of our natural human hair products, most product concerns can be resolved with a simple care and maintenance routine. Even a simple wash and condition can often remedy tangling problems that may occur from general use. All of our products are human hair and must be properly cared for. Please remember, our hair is very different from beauty supply store hair… Keeping the hair healthy and moisturized is of key importance.
14 Day Return Policy
CoolRemyHair.com takes pride in on our customer service and high rate of customer satisfaction. We offer a unique and flexible return policy with no restocking fee within 14 days of purchase on all products. We thoroughly inspect all hair before shipment before leaving the factory in India, and double checked before sent to you in order to ensure consistency and quality. If for some reason you are not satisfied with your order or purchase, we do offer the flexibility of a full refund, not including applicable shipping costs.
Very Important: Before using your new hair extensions, please inspect the product thoroughly to ensure the correct length, color, texture, and quality are as desired. We encourage you thoroughly inspect and examine the hair without cutting the zip ties or opening the bundles to ensure satisfaction with the product. Treating the hair with quality products is essential prior to and after installation. Get a second opinion from your stylist if you are unsure or have doubts. Once the hair is used we are limited on what we can do to help you if a problem arises.
If you would like to return your product, you must request return within 14 days of receipt of merchandise, email email@example.com
Our return policy for a full refund must meet the criteria below:
- Requests must be made within 14 days of receipt of your order.
- We only accept returns on hair products that have not been installed, colored, cut, or altered in any way.
Please note: Federal law states you cannot return human hair products that have been used. We adhere to strict policies in regards to federal 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.
- The hair must remain in the bundle and not be untied at the 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. Please allow 72 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.
Please do not send unauthorized returns. Merchandise sent to us without contacting us cannot be tracked and may be lost. We assume no responsibility for lost items, unauthorized returns, or items sent to the incorrect address.
We do offer exchanges if the returned product meets our requirements:
- Exchange requests must be made within 14 days of receipt of your order.
- 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 offer one exchange per original order.
Refunds and Exchanges must be created within 14 days of the original order. Refunds or Exchanges will not be permitted after 14 days. Please allow 6 business days for your return to be processed.
90 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:
- within 30 days of receiving your order.
- You must contact a customer care representative at firstname.lastname@example.org.
- Depending on the situation, we will ask you to send 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 corporate offices in Oregon. All costs for hair removal and mailing the product back to CoolRemyHair.com will be covered at the expense of the customer. CoolRemyHair.com will thoroughly inspect the product, upon verification of the problem we will bear the cost to send out a product replacement. If no problem with the product is evident, we send the item(s) in question back to the customer without an exchange of product.
Terms of payment
Our terms of payment require complete payment in advance, before your order is shipped out. There are no exceptions. For USA clients we accept all major credit cards and Paypal payments. Your credit card is charged as soon as you place an order online. If you made a Paypal payment, then your funds will be debited immediately.
Any type of credit card fraud will be prosecuted to the fullest extent of the law. If you have a request to ship to any address other than your billing address, supporting documentation is required. Please contact us at email@example.com for more information. Your billing address must be entered correctly for your order to go through. Do not put your shipping address as the billing address, doing so will only decline the charge, hold your funds, and delay your order. No sale is final unless approved by Cool Remy Hair Company. We reserve the right to withhold approval on any sale.
For international customers and kilo orders, Paypal, Skrill, Perfect Money, Bitcoin, Payeer.com. bank wire transfers, Express Union, Money Gram and Western Union Payments are accepted. Please contact us for more information.
CoolRemyHair.com is open Monday through Saturday from 24/7 support. All orders placed are shipped out the same day
We will ship all available items by 3PM Pacific (6PM Eastern) Time on the same day of authorization of your payment. Our system emails your order receipt as soon as your online order is complete. You may also login to your website account to view your order details. If you have not received an email please contact us immediately. Custom Orders, and other items may not be available for immediate shipment. We will notify you of product delays or back-ordered products and hold your order until all products are available. You would have the option to cancel your order for a full refund if you desire.
We will give you a delivery estimate when you place your order based on the information we receive from our warehouse on behalf of DHL or EMS Express Post. We are not responsible for late shipments due to increment weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust DHL and EMS Express Post to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact us.
If the product you ordered is not available, CoolRemyHair.com will contact you immediately by phone, email, or both to see if you are interested in a product substitution. If a substitution is not a viable option for you and you wish to cancel your order completely, we will issue your payment as a refund.
Undeliverable packages, Incorrect Addresses, and Refused Deliveries Your order will normally be shipped via DHL or EMS Express Post to the address you provide. Tracking numbers are sent to your email address as soon as as soon as a shipping label is created. If you do not receive a tracking number, please let us know. Use your DHL or EMS Express Post tracking number to track your package in transit.
Incomplete or incorrect address information are the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package. DHL or EMS Express Post charges a service fee for address corrections. You will be charged for any additional fees caused by bad address information.
Due to problems with missing shipments and fraud attempts, we ship all packages over 350.00USD SIGNATURE CONFIRMATION… meaning someone must be there to sign for the package. DHL or EMS Express Post will attempt to obtain a signature at the time of delivery. We are sorry, but we do not have any way to give special delivery instructions to the DHL or EMS Express Post delivery person and any such instructions will be ignored. DHL or EMS Express Post will usually make several attempts to deliver your package. They may also leave a notice of their attempts to deliver at the delivery address and give you a telephone number to call for pick-up or to arrange an alternate delivery. It is the customers responsibility to arrange for package pick-up if necessary. No refunds will be issued for refused or abandoned shipments.
If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please contact us by phone or email immediately. We will contact shipper right away and initiate a trace for your package and have them start an investigation. This investigation can take up to 8-10 business days. If it is determined that your shipment has been lost a replacement will be sent pending shipper investigation of the situation. If the product comes returned to us as undeliverable, we will contact you and re-ship the item at our expense depending on the situation.
We ship globally, literally thousands of packages a day from our hub in India. However, we only accept Paypal, skrill, perfect money, okpay, payeer.com, Western Union/Money Gram, Express Union, Mobile Money and bank wire transfers from International customers. To place a bank transfer order with us, please email us. These shipping options are made available to you when you register an account, and when you select the shipping destination for your order during the checkout process.
International Shipments must clear customs. The rules and requirements for customs clearance vary by country. It is the customers responsibility to pay any additional taxes, fees or duties or to arrange for any permits or special paperwork that may be required. Invoices are sent with all shipments. This is the only document that will be sent with your shipment. Please read the information we have provided concerning customs clearance. This information may be found on the ASK US page of our website. We can assist you on lowering a countries import tariff costs, we will discuss after you order.
Incorrect Orders / Products
In the rare occurrence of a mistake or delay from our end, we will make every effort to correct it. If we shipped the wrong item or something is missing, we will re-ship it at our expense using the same method of shipping as on your order. You must notify us of any incorrect or missing items within 7 days after receipt of your shipment.
Limitation of Liability
CoolRemyHair.com trademarks and trade dress may not be used in connection with any product or service that is not Cool Remy Hair, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits Cool Remy Hair Company. All other trademarks not owned by CoolRemyHair.com or its subsidiaries that appear on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by CoolRemyHair.com or its subsidiaries.
Submissions and Content
Visitors may post reviews, comments, and other content; and submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of “spam.” You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of a card or other content. CoolRemyHair.com reserves the right (but not the obligation) to remove or edit such content, but does not regularly review posted content. We have the right to refuse negative reviews that may harm or otherwise impact our marketing and/or brand name. If you do post content or submit material, and unless we indicate otherwise, you grant CoolRemyHair.com and its associates a nonexclusive, royalty-free, perpetual, irrevocable, and fully sub licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media. You grant CoolRemyHair.com and its associates and sublicensees the right to use the name that you submit in connection with such content, if they choose. You represent and warrant that you own or otherwise control all of the rights to the content that you post, that the content is accurate, that use of the content you supply does not violate this policy and will not cause injury to any person or entity, and that you will indemnify CoolRemyHair.com or its associates for all claims resulting from content you supply. CoolRemyHair.com has the right but not the obligation to monitor and edit or remove any activity or content. CoolRemyHair.com takes no responsibility and assumes no liability for any content posted by you or any third party. Customer photos become the rights of CoolRemyHair.com and may be used outside of our site on the internet, only to promote CoolRemyHair.com . Photos will not be altered or enhanced in any way. Photos will not appear on any other sites which are not related to CoolRemyHair.com marketing or CoolRemyHair.com .
Prices, specifications, and the availability of products are subject to change without notice. Any error, whether photographic or typographical is subject to correction. CoolRemyHair.com , reserves the right at our discretion to make changes to prices, policies and procedures. Please check this page periodically for changes.
What is collected:
We may collect the following information: Your name contact information including email address demographic information such as postcode, preferences and interests other information relevant to customer surveys and/or offers For the exhaustive list of cookies we collect see the List of cookies we collect section.
What we do with the information we gather:
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons: Internal record keeping. We may use the information to improve our products and services. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided. From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customize the website according to your interests.
We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
How cookies are used:
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us analyze data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links we may have to other websites:
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information:
You may choose to restrict the collection or use of your personal information in the following ways: whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at firstname.lastname@example.org We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen. You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write email us.
If you would not like to receive targeted emails, surveys or promotional offers, please send us an email opting of these communications to email@example.com. Please note that we may contact you for administrative purposes even if you have opted out of these communications.