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REFUNDS/RETURNS/CANCELLATIONS

RETURN POLICY

We adhere strictly to Federal laws and health regulations and in turn operate a strict policy with regards to exchanging or returning of merchandise.

Hair wigs and clip ins cannot be resold after being handled or worn by the buyer and for this reason, ALL SALES ARE FINAL. 

If you have placed an order and would like to cancel your order, there will be a $25 flat rate fee deducted. Cancellations are only accepted within 48 hours of original purchase date.

All Hair must be in its natural state meaning no dye, no chemicals, Unravel, or no cutting of the lace. You are allowed to exchange unworn wigs if we are at fault this excludes “tried on” as we unable to offer an exchange or refund. Please note that you are responsible for all shipping fees unless we are at fault. You are allowed to exchange within 7 days from original purchase for a new unit NO REFUNDS can be issued out.

NOTE: DUE TO THE DELICATE NATURE OF LACE CLOSURES, WIGS CAN NOT BE EXCHANGED OR REFUNDED.

Wigs are FINAL SALE

*Please note: Federal law states you cannot return human hair products that have been used. We adhere to strict policies in regard to federal law, health regulations, and hygiene concerns. If the item is removed from its original packaging and is used in any visible manner, or tampered with the exchange policy will be voided

LOST/STOLEN PACKAGES

Kaylee Cruz Hair is not liable for any lost or stolen packages. You will not receive a refund for lost/stolen packages. Your order will not be replaced

All Packages come with a Tracking number. USPS updates their system periodically with information regarding the movement of your package. 

If you will not be home on the expecte-d arrival date/time, you can request to have you package held at your local USPS post office via WWW.USPS.COM

Please examine your package before signing for it.

Limitation of Liability 

Kaylee Cruz Hair does not accept liability beyond the remedies set forth herein, including any liability for products not being available for, or the provision of services and support. Kaylee Cruz Hair will not be liable for consequential, special, indirect or punitive damages even if advised of the possibility of such damages, or for any claim by any third party except as expressly provided herein. This limitation of liability applies both to products and services. Customer agrees that for any liability related to the purchase of products, Kaylee Cruz Hair is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of products under this agreement. Customer agrees that for any liability related to the purchase of services not bundled with products under this agreement, Kaylee T Cruz LLC is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of services under this agreement.

RETURN and EXCHANGE POLICY FOR GLAM EYELINER LASH GLUE, GLAM VOLUME MASCARA AND LUXE LASH GLUE

Integrity is everything to us we stand behind our beauty products and want you to be satisfied with them. We promise to always do our best to take care of you, and our goal is to help you achieve your beauty goals with ease

RETURNS and EXCHANGES
Please be informed that returns and exchanges are ONLY offered on the following products Glam eyeliner lash glue, Glam volume mascara and Luxe lash glue. To initiate a return or exchange, please send an email to luxurycare@kayleecruzhair.com to begin the return process. Kindly include your order number to enable us process this quicker, once we have received and processed your request, we will provide you with a pre-paid return label. Please be informed that returns are ONLY accepted if there is a defect on the product, a $5 return processing fee will be deducted from your return amount if returned on the original form of payment. If you need to make an exchange, please be informed that we only accept one exchange per product purchased. If you need to exchange more than once on a product, you will need to make a return and you will receive a refund. International orders, please email luxurycare@kayleecruzhair.com.

REFUNDS

If you ordered using a credit card, we will credit your account within 14 business days. This will depend on the issuing bank and/or billing cycle. If you have requested an exchange, your account will be charged for the new item and credited for the return. Unfortunately, we are unable to refund your original shipping charges.

PACK RETURNS

Please be informed that in order for us to process return/exchange for a product from a PACK, we must receive the entire pack before we are able to issue you a refund or initiate your exchange.

Frequently Asked Questions

What is your return policy?

Our aim is for you to love your purchase, and if for whatever reason you are not satisfied, email us within 21 days of purchase at luxurycare@kayleecruzhair.com and we will do our best to make you happy. We process returns on a case-by-case basis, and customer satisfaction is our ultimate goal.

Why do you have such a flexible return policy?

We would love to build trust with you and create a relationship for the long term. Standing behind our brand is a big part of that. It is satisfying to us knowing that customers choose to shop with us because they know if their purchase isn't right, we'll do our best to fix it.

Do I need a receipt from my purchase?

Having your receipt or order number helps us process your request quicker, if this is unavailable, we may ask for more information to better assist with your request.

Does this always apply?

Because integrity is essential to our brand, we do our best to accommodate most returns, but in some cases, we cannot accept a return.

Is there a time limit? Can I return after use?

Kindly email us within 21 days of purchase at luxurycare@kaytleecruzhair.com to initiate an exchange or return. We will do our best to take care of you and treat you fairly. In return we also ask that our customers treat us fairly, bearing in mind that from time to time, we may be unable to accept a return.

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