Return & Exchange Policy

Hair Extensions

Due to hygiene and health regulations, Moore Hair Extensions cannot accept returns or exchanges on hair extensions that have been opened, worn, or altered in any way.

This includes, but is not limited to:

  • Breaking the seal on wefts or removing protective ties
  • Removing tape, bonds, or keratin
  • Washing, wearing, brushing, or styling the hair
  • Bleaching, colouring, toning, or applying any chemical treatments

All hair extensions must remain in original, unopened packaging to be eligible for return or exchange.

Faulty Products & Replacements

We stand by the quality of our hair.

If you believe you have received a faulty product, please contact us as soon as possible with your order number and clear photos. All faulty items must be returned for inspection before a replacement or refund can be approved.

If a replacement is unavailable, a refund will be issued.

Clients may repurchase hair prior to returning the faulty item. If the hair is confirmed to have a manufacturing fault, a full refund will be provided.

What Is Considered a Fault

Manufacturing faults may include:

  • Excessive shedding
  • Matting
  • Breakage

The following are not considered faults:

  • Colour fading
  • General wear and tear
  • Incorrect application or maintenance
  • Use of unsuitable products

Care & Exclusions

Moore Hair Extensions are a professional product and require correct care. Faults, replacements, or refunds will not be approved if the hair has been:

  • Treated with keratin or protein-based products
  • Dyed, bleached, or chemically altered
  • Exposed to excessive heat styling
  • Improperly maintained

Correct home care is essential to maintain the integrity and longevity of the hair.

Exchanges

Not the right shade or length? We’re happy to help.

Exchanges are accepted within 10 days of receiving your order, provided the product remains unopened and in original packaging.

A $20 shipping and handling fee applies to all exchanges.

Store Credit

  • Orders returned after 14 days from delivery are eligible for store credit only, provided the product meets return conditions
  • Store credit does not expire and may be used on any future purchase

Important Information

  • All return or exchange requests must be approved prior to sending items back
  • Shipping costs are non-refundable
  • Moore Hair reserves the right to refuse returns that do not meet the above conditions

These policies are in place to protect the hygiene, quality, and consistency of our products and to ensure every client receives hair in perfect condition.