Returns
KYLISSTOF.COM Return Policy
How many days do I have to return my Silkys?
As per the industry standard, we provide each customer with thirty (30) days from receipt of their hair extensions to exercise their right to ask for a return and refund.
Changed your mind and no longer want to buy your Silkys?
If you decide that you don’t want to go through with the purchase, we ask that you immediately email us to initiate the return and refund process, as we will only do so if we receive that email within thirty (30) days of your receipt of your extensions set.
When you email us, please provide us with CLEAR images of the following:
- A photo of the front face of your box;
- A photo of the bar code seated on the top face of your box;
- A photo of the right-hand side of the box where the sticker sealing the larger compartment closed is located; and
- A photo of the back face of your box.
These photos will enable us to assess whether or not the security seal on the larger compartment of your box has been broken, in which case the warranty would be voided and you would no longer be entitled to a return and refund.
Provided we’re able to establish that you are entitled to a refund, we will then issue you an RMA# and provide you via email with further instructions as to how and where to return your set of hair extensions for a refund.
IF RETURNING YOUR SET OF HAIR EXTENSIONS FROM OUTSIDE OF THE UNITED STATES, PLEASE BE SURE TO WRITE ON YOUR PACKAGE “RETURN - NO DUTIES” OTHERWISE YOUR PACKAGE WILL BE RETURNED TO YOU.
Is there a re-stocking fee of any kind when extensions are returned?
Yes. Unfortunately shipping and handling costs money, and while we bear that cost for customers who keep their extensions, we simply cannot do that should someone choose to return their set. We provide a free color-matching service to all of our customers (email info@kylisstof.com) and we provide free first class shipping within the USA for all unreturned orders. Some USA based customers don't want to wait the week or so that it takes to receive their extensions via first-class mail, and for these customers we offer various accelerated shipping options for an extra fee. In any case where a customer chooses to return their extensions we will deduct from their refund an amount equal to the greater of $10 or whatever the cost was of the premium shipping option that such customer purchased at checkout.
So for example, if a customer lives in the USA and they choose first-class mail as their delivery option, then if they return their set to us in compliance with this Return Policy, we will deduct from their refund an amount equal to $10. If, on the other hand, a customer lives in the USA and purchased next day delivery for an additional $25, then if they return their set to us in compliance with this Return Policy, we will deduct from their refund an amount equal to $25.
Why can’t I return my hair extensions if the seal has been broken?
Human hair extensions are a hygienic product. We are always extremely vigilant when it comes to matters of hygiene and public safety, and for this reason CANNOT ALLOW opened items to be returned. This is standard across the hair extension industry, and you will not find a hair extension company that allows returns of opened items for exactly the same reasons. This is the reason that we provide you with a tester weft in a separate compartment. No exceptions can or will be made. If you are unsure about the integrity of your security seal, contact our customer service at info@kylisstof.com.
Can’t I just send my hair extensions back to you without an RMA#?
Not unless we tell you that it's ok to do so. As our RMA# provides us with the blueprint for properly and efficiently processing your return, under no circumstances should you return your hair extensions until we send you an RMA in connection with your return or until we pre-clear your return by an alternative method.
Do I need to pay to ship the extensions back to you?
Yes. We offer free first-class shipping costs in relation to getting you your initial set of Silkys. If for some reason you want to return them, we require you to ship the extensions back to us at your own cost.
What shipping method should I use?
This is entirely up to you, however we would strongly suggest making sure that you purchase a shipping option with tracking information.
Also, if you’re returning your set of hair extensions from outside of the US, please THINK TWICE BEFORE USING UPS, as they have been known for charging exorbitant customs brokerage fees which we will not be responsible for, and will need to deduct off of your refund.
Important info for non-USA returns
IF RETURNING YOUR SET OF HAIR EXTENSIONS FROM OUTSIDE OF THE UNITED STATES, PLEASE BE SURE TO WRITE ON YOUR PACKAGE “RETURN - NO DUTIES” OTHERWISE YOUR PACKAGE WILL BE RETURNED TO YOU.
Also, if you are returning your hair extension set from outside of the US, please AVOID USING UPS, as they have been known to charge exorbitant customs brokerage fees which we will not be responsible for, and will need to deduct off of your refund.
How long before I receive my refund?
Your refund will be credited to you once we have had the opportunity to properly inspect the returned goods and made the determination that this Return Policy has been properly complied with. After we have issued the credit, it may take your bank a few business days to process it before it shows up as a credit on your credit card statement.
As explained previously above, please note however that should you choose to return your extensions we will need to deduct from your refund an amount equal to the greater of $10 or whatever the cost was of the premium shipping option you purchased at checkout.
