Refund policy

EXCHANGE & REFUND

Return and Exchange Information

We are happy to accomodate exchanges & returns within 180 days of placing your order. We will only exchange or refund extensions that have not be opened, worn or tampered with. To request an exchange or refund, simply fill out a returns form here.

https://superiorhairnz.returnscenter.com/

Some refunds are applicable to a 10% restocking fee. This restocking fee is applicable for all orders paid via Pay Later method eg Afterpay, Laybuy, Klarna, Humm

All clearance stock is final sale & unable to be returned or exchanged.

Tester Pieces

We understand the struggles of colour matching online. This is why we have decided to include tester pieces on the top or bottom compartment of your Clip in, Halo & Ponytail extension packages.  You can use this tester piece to determine if your extensions are a good match to your own hair, without having to open the extension set. Please note that the tester piece is part of the full set, and will need to be shipped back with your extensions for a refund or exchange. 

Please do not tamper with your tester pieces. This includes cutting, dyeing, straightening, curling, washing or toning. We cannot accept extensions that have been tampered with.  

Exchanges, Refunds or Store Credit

Once we have received your extensions back, and have confirmed that they are in acceptable condition, you can choose to exchange them, and receive a refund (minus shipping costs incurred by Superiorhair)

After you submit your request, we will process it as soon as we can. If we have any issues or questions, we will contact you. Otherwise, we will go ahead and process your request. If you have any questions please send an email to purchase@superiorhair.co.nz

Return shipping fee forFaulty/Broken/ wrong /Damaged Products

If the products received are believed to be faulty/broken/Wrong/damaged, please send them back to SuperiorHair for inspection. Upon inspection, if the products are indeed not of acceptable quality, SuperiorHair will reimburse for the return shipping fee, along with the exchange shipping fee (if applicable). If the customer chooses a refund, the refund amount will be processed in 3-5 business days. 

However, if products are not broken, wrong, damaged or faulty, the return shipping fee cannot be reimbursed by SuperiorHair and refunds/exchanges will not be processed until the cost of shipping products back to customers are paid. SuperiorHair cannot refund/exchange opened products that are in good condition due to hygiene reasons. Please see "return and exchange information" for more details. 

Do I need to pay for my own shipping fee for refunds/exchanges/purchased the wrong product?

Customers wishing to return their set will be responsible for all shipping costs. We will deduct the shipping cost incurred by Superior Hair off your refund. 

Any fees or costs of returning your purchases cannot be covered by SuperiorHair Extensions. We highly recommend you to add a tracking number when sending your package back to us, as we are not responsible for lost packages. 

If you are a order wrong products or want to refund or exchange then you will be required to pay standard shipping fee of $8 NZD to cover this Shipping cost

I’ve requested a refund. When will I receive it?

Once we have received the package and have confirmed that they are in acceptable condition, it may take 3-5 days for you to receive your refund. Please note that we process refunds as soon as possible, and refunds may take longer to show up for you depending on your financial institutions.  

Can I cancel/change my order?

Absolutely. Provided that we have not dispatched your order yet, send an email to purchase@superiorhair.co.nz to cancel or change your order, and we will do so if possible. 

Include your phone number, order number, and what you would like to change it to. We will get into contact with you if required. 

Please note that we cannot guarantee cancellations or changes, but we are happy to accomodate exchanges/refunds once you have received your products.  

I’ve requested an exchange. When will I receive it?

Once we have received the hair and have confirmed that they are in acceptable condition, it will take us 1-2 business days to process and ship out your new order. An email will be sent to you once your new order has been shipped.  

Can I get Colour Matched?

100%! Our Colour Match page has all the information you need to find the perfect set for you. 

Will my shipping costs be refunded?

Return costs will be refunded if the product is found to be faulty, broken or damaged. 

How do I find my order number?

When you purchase your order, there will be an order number allocated. This will be sent to your email that you have provided us. 

Why can I not exchange/refund an opened set?

All of our extensions are human hair. This means that by law, we are considered a hygiene product. SuperiorHair follows hygiene guidelines very strictly, and therefore if we receive any extensions that are opened, or have been worn or tampered with, we will not process your exchange/refund.

Opened sets of extensions will not be resold. You can be assured that when you receive your extensions, they are clean and have not been used by others. 

My extensions are faulty. What do I do?

In the rare case that you are unsatisfied with your extensions and believe that they are faulty, fill out this Quality Control form. We will review it, and get into contact with you ASAP.