Welcome to our Returns and Refunds Policy

Last Updated in January 2019.

Thank you for the purchase you have made on our store. We hope you are happy with your purchase. We pride ourselves with the quality of our products, professionalism of our staff and great customer service. We strive to provide an excellent shopping experience and ensure that our customers are happy at all times. That is why we provide returns and refunds on product sold on our online store. However, If things don’t go quite right with your order from carmen-hair.com, for example, the product you get is missing parts, doesn’t work properly, damaged or defective in some other way, if you are not completely satisfied with your purchase for any reason, you may return the item (s) to us for a full refund or an exchange. Please see below more information on our return policy.

Returns

If the product is received and you find that it is not as described at the time of purchase or it damaged, please contact us to request a full refund and return the item, or keep the item and agree a partial refund. Refunds and Returns may be logged up to 15 days after the order has been completed. All returned items must be in new and unused condition, with all original tags and labels attached.

Returns Process

To return an item (s), please email customer service at returns-refunds@carmen-hair.com to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging, and mail your return to us. Please note that you can only open one dispute per order. You may also use the prepaid shipping label enclosed with your package. Return Shipping will be paid or reimbursed by us.

Refunds

After receiving your item and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) days from the receipt of your item to process your return or exchange. We will notify when your return has been processed.

Exceptions

For defective or damaged products, please contact us at the customer service email returns-refunds@carmen-hair.com. Please Note that Refunds and Returns do not apply in the following cases:
      • The product claimed to be not as described, however but we can prove that it is.
      • The product is as described, but you no longer want the product.
      • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
      • Your order did not arrive due to exceptional circumstances outside our control (i.e. not cleared by customs, delayed by a natural disaster)
      • Other exceptional circumstances outside the control of the Carmen-hair.com.

Questions

If you have any questions concerning our returns policy, please do not hesitate to contact us at returns-refunds@carmen-hair.com.
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