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

You will then receive a full refund of the order amount including shipping costs. Only the return shipping costs 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 its original condition and packaging.

To use this right, we kindly ask you to include 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 notification of your return, provided the product has been received back in good condition.

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Return Conditions

1. Hygiene Conditions

• The golden hygiene seal and/or cable ties must not be cut, removed, or missing.
• If the seal or cable 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 cable 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 be tested, worn, 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 writing, tape, or damage.
  • Packages must not be torn open or cut open.
  • Open the package carefully at the bottom and release the fastener to avoid damage.

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4. SALE and Custom Orders

• Items from the SALE corner with 50% discount cannot be returned.
• Custom-made products made specifically to your specifications are excluded from returns.

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5. Curly Products

• If you ordered a product with curls, do 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 ⏳

• Returns must be received by us within 14 days of receipt.
• Returns arriving late cannot be accepted and will be sent back to you at your expense.
• You are responsible for the return shipment and associated costs.
• We kindly advise you to send the package insured or by registered mail to avoid risks.

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EXCHANGING THE PRODUCT

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

If you wish to exchange your purchase, for example to change the color, 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 for sending the exchanged product to your home address will be covered by us.

Send the package to:

Capilli Extensions

Returns Department

Lindenlaan 21

6463GG Kerkrade

Netherlands

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 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 as far as necessary to decide if 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 this to opening a bandage package or using care products in a store; that is also not allowed if you want to exchange or return them later.

If the product is used more than necessary for inspection, or is visibly opened/used, we cannot accept the return and will send the product back. In some cases, fees may apply.

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