You have the right to cancel or exchange your order up to 14 days after receipt without giving any reason. 

You will then receive a full refund of the order amount including shipping costs. Only the costs for returning the product from your home to the webshop are at your own expense.

If you exercise your right of withdrawal, the product must be returned to Capilli Extensions with all supplied accessories and - if reasonably possible - in the original condition and packaging.
 
To exercise this right, we ask you to send us the relevant return form (PDF) which you can find at the bottom of the page.

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Refund

We will then refund the owed order amount within 14 days after your return notification, provided the product has been received back in good condition.

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 Conditions for returns

1. Hygiene conditions 

• The golden hygiene seal and/or zip ties must not be cut, removed, or missing.
• If the seal or zip ties are broken, the product cannot be accepted for return.
• You may take the extensions out of the plastic packaging to check the color and texture. Note: if you break the seal or zip ties, you agree to your purchase.

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2. Condition of the product 

• The product must not be used. This means:
  • The product must not have been tested, used, cut, styled, wetted, sprayed with hairspray, or blow-dried.
  • No other products (such as styling products) may have been applied to the extensions.
• Extensions that have been altered or used in any way will not be accepted.

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3. Packaging requirements 

• The packaging must remain in its original condition:
  • No descriptions, tape, or damage.
  • Packages must not be torn open or cut open.
  • Carefully open the package at theA0bottomA0and release the clip to prevent damage.

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4. SALE and custom-made 

• Items from theA0SALE corner with 50% discountA0cannot be returned.
• Custom productsA0(customized) made specifically to your specifications are excluded from returns.

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5. Curl products

• If you ordered a product with a curl,A0do not remove the curl. The product must be returned in exactly the same condition as you received it.

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6. Return process and deadline ⏳

• Return shipments must be received by us withinA014 daysA0after receipt.
• Returns that arrive late cannot be accepted and will be sent back at your expense.
• You are responsible for the return shipment and associated costs.
• We kindly advise you to send the package insured or registered to avoid risks.

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Summary: Checklist for returning

• The product is unused and in its original condition.
• The golden hygiene seal and/or zip ties are not broken.
• The packaging is undamaged (not written on, stuck on, or cut).
• The product is not custom-made or a SALE item.
• The return request was submitted within 14 days.

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EXCHANGING THE PRODUCT

If you choose to exercise your right to exchange the product, you can report this via the return form. 

If you wish to exchange your purchase, for example because you want to change the color, then you as the customer are responsible for the shipping costs related to the goods you want to exchange. 

We will ensure that all new shipping costs will be covered by us regarding the exchange of the product to your home address.

When you return a product to Capilli Extensions, the burden of proof and shipping risk lies with the customer.

We therefore advise you to always send your return shipment by registered mail with Track & Trace. This way you have proof of shipment yourself and are insured in case of loss or damage during transport.

You may only unpack and examine the product to the extent necessary to assess whether you want to keep it — just as you would be allowed to do in a physical store.

Once the golden hygiene seal is broken, unfortunately we can no longer accept returns of the extensions. By opening the seal, you indicate that you accept the purchase.

Compare it to opening a plaster package or using care products in a store, which is also not allowed if you want to exchange or return later.

If the product is used more than necessary for assessment, or is visibly opened/used, we cannot accept the return and will send the product back. In some cases, costs may be charged for this.

💡 Note: We always want to offer our products hygienically and undamaged to other customers. Thank you for your understanding!