Hair System Warranty Information
Real Hair Group offers a 30-day warranty for excessive shedding or rapid hair loss. If your hairpiece loses more than 15% of hair within this period, we'll repair it for free. However, v-looped based models like S4V-L, S4V-M, S6V-L, S6V-M, aren't covered. Once the unit is sent to our factory, expect a wait time of a few months and you'll need to provide your own unit during this period. We don't guarantee no future hair loss after repair.
This warranty doesn't cover units that are permed, colored, bleached, chemically treated, or mishandled by clients. Alterations like cut, color, thinning, or trimming make sales final.
Defective hair systems (apart from hair loss) must be reported within 15 days of delivery. To make a claim, contact Customer Service, provide evidence, and ship the unit within 10 days. We'll inspect it and offer solutions.
For returns, contact customer support first and mark the package appropriately to avoid customs issues. Keep in mind, while we strive for accuracy, colors on screens may differ from the actual hairpiece color.
Hair Loss Warranty/Defective Claim Process:
- Contact our Customer Service Department and state the issue with your unit. You may be asked to provide evidence through pictures or send the unit in for inspection.
- Our Customer Service Representative will create a Service Request and provide you with a Service Request Number for reference.
- You have 10 days to ship the unit back to us from the date of the request for inspection.
- Once inspection is completed, you will be contacted regarding any solutions we may offer.
**Please note: Any items received after the 10 days without prior notice will NOT be considered, and the request will be voided.
**Please contact our customer support first to get the address to ship back the unit. Mark on the package (Hairpiece for RETURN and do not claim higher than the value to avoid the custom duty and entry hassle).
**While we make every effort to ensure the accuracy of each color and grey percentage of our hair units, it's important to note that the color representation on electronic devices such as phones, tablets, and monitor screens may vary from the actual color of the hairpiece. This can happen due to factors such as lighting sources, digital photography, or personal color perception that affect how the colors appear to individuals. Therefore, we cannot guarantee that the color you see on your screen portrays the hairpiece’s accurate color.