Return, Refund, & Exchange Policy

Return, Refund, & Exchange Policy

1) Return Eligibility

CUSTOM ORDERS
All Custom Orders are final sale and are not eligible for returns, refunds, or exchanges.
This includes all made-to-order units and any orders with custom enhancements, such as custom color or custom cutting. Please review all selections carefully before checkout, as each unit is handcrafted to your specifications.

NON-CUSTOM ORDERS
Non-Custom Orders may be eligible for return under the following conditions:

  • Return Window: Return requests must be submitted within 7 days of delivery. No exceptions.

  • Condition: Items must be unused, unworn, unaltered, and returned in their original packaging with all accessories included.

  • Restocking Fee: A 10% restocking fee applies to all approved returns and 20% for Non-approved returns or refused deliveries (See section 2 for more details)

  • Return Shipping: Customers are responsible for return shipping costs unless the return is due to a verified error on our part.

CLEARANCE & SALE ITEMS
All Clearance, Final Sale, and Promotional items are non-refundable and are not eligible for returns, exchanges, or cancellations.

2) Restocking Fees

IslandLuxe Extensions operates on a made-to-order model, meaning each unit is created specifically for you based on your chosen details. Shortly after your order is placed, we begin sourcing materials and coordinating production with our global partners.

Restocking fees help cover the costs already incurred during this process, including material allocation, production preparation, and quality inspections. Once an order moves into fulfillment, resources are dedicated solely to that unit—even if it has not yet shipped—making these costs unavoidable.

By implementing restocking fees, we are able to keep our pricing consistent, maintain fairness for all clients, and continue delivering the high-quality craftsmanship IslandLuxe Extensions is known for. Any applicable restocking fee will be automatically deducted from your refund once your return or cancellation has been approved.

3) Return Process

If your order qualifies under our return eligibility guidelines, please follow the steps below:

1. Submit a Return Request
Email our Customer Care team at Islandluxeextensions@gmail.com within 7 days of delivery. Include your order number and the reason for your return.

2. Receive Authorization
If approved, you will receive a Return Authorization along with detailed return instructions.

3. Ship Within the Required Timeframe
Approved returns must be shipped within 3 business days of authorization. Tracking information is required. Returns shipped outside of this timeframe will no longer be eligible for processing.

4. Package Securely
Items must be unused and returned in their original packaging, including all accessories and included materials.

5. Use Trackable & Insured Shipping
We strongly recommend using a trackable and insured shipping method. IslandLuxe Extensions is not responsible for returns lost or damaged in transit when shipped without tracking or insurance.

4) Return and Exchanges

REFUNDS
Once your return has been delivered to our designated return address, please allow 1–2 business days for retrieval from our P.O. Box and completion of an initial inspection.

If approved, refunds are typically processed within 2–7 business days, depending on your financial institution’s processing timeframe.

You will receive a Refund Confirmation Email once your refund has been successfully issued from our system.

All approved refunds are issued minus any applicable restocking fees and shipping charges. Original shipping fees are non-refundable.

Exchanges

Once your returned item has been received and verified, production of your replacement item will begin. Please allow 1–2 business days for our team to retrieve your package from our P.O. Box and complete the initial inspection.

If there is a price difference between your original item and your selected replacement, we will proceed in one of the following ways:

  • Issue a refund for the difference, or

  • Send an invoice for the remaining balance, which must be paid prior to fulfillment.

All exchange and replacement orders are subject to a new fulfillment window, as each unit is made-to-order and prepared specifically upon approval. This fulfillment window begins only after your return has been received, inspected, and verified.

Once your replacement order has shipped, you will receive a Shipping Confirmation Email with your updated tracking number and a direct link to monitor your shipment in real time.

5) Damaged or Defective Items

We proudly stand behind the quality and craftsmanship of every IslandLuxe Extensions piece. Each unit undergoes multiple quality control checks prior to shipment to ensure it meets our standards.

Please note that concerns based on personal preference—including style, curl pattern variation, density, or color tone—ARE NOT considered defects and do not qualify for refunds or replacements.

If you believe your item arrived damaged, defective, or incorrect, please notify us within 7 days of delivery by emailing Islandluxeextensions@gmail.com and include the following:

  1. Your order number

  2. Clear photos and/or videos clearly showing the issue prior to use or installation

ELIGIBILITY REQUIREMENTS
To qualify for review, the following conditions must be met:

  • The item must be unused and in the same condition as received

  • The issue must be verified as a manufacturing or transit-related defect, not caused by handling, wear, or installation

If your item is approved, you may choose one of the options below:

OPTION 1: REFUND

  • Refund processing begins once the returned item has been received and verified

  • Refunds are typically issued within 2–7 business days, depending on your financial institution’s processing time

OPTION 2: REPLACEMENT

  • The defective item must be returned before replacement production can begin

  • A new fulfillment window will apply, as all replacement units are made-to-order and prepared from scratch upon approval

  • While we do our best to expedite replacements, fulfillment timelines remain dependent on product type and production scheduling

  • Once shipped, you will receive a Shipping Confirmation Email with updated tracking details and a direct tracking link

RETURN SHIPPING DEADLINE
Approved defective items must be shipped back within 3 business days of approval. Returns shipped after this timeframe will no longer be eligible for review, replacement, or refund. All return shipping instructions will be provided to ensure a smooth process.

6) Order Cancellations

Within 48 Hours
Orders may be cancelled within 48 hours of purchase for a full refund. To request a cancellation, email Islandluxeextensions@gmail.com with your order number.

After 48 Hours
Orders cancelled after 48 hours are subject to a 10% restocking fee, which covers material sourcing, labor, and production costs that begin immediately after purchase.

Refund Processing
Refunds are returned to your original payment method within 2–7 business days, depending on your financial institution.

If you do not see your refund after this period:

  1. Check your bank or card statement

  2. Contact your card issuer or financial institution

  3. Email us for assistance if the issue persists

7) Important Notes

  • Refunds and replacements will only be issued to the original payment method.

  • Unauthorized returns or returns submitted outside the eligibility window will not be accepted.

  • Refunds are not issued for orders that are refused, unclaimed, or returned without prior approval.