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PLUCHARM / PROFESSIONAL BUYING GUIDE
Return eligibility depends on the agreed order terms and the condition of the product. If a shipment is damaged or differs from the approved order, keep the hair and packaging, document the affected quantity and contact the supplier before using, altering or returning it.
| Report item | Include |
|---|---|
| Order identity | Order number and product or batch reference |
| Difference | Expected specification and received specification |
| Extent | Affected grams, packs or pieces |
| Evidence | Packaging, clear images and treatment history |
Compare method, grade, shade, length, finished weight, piece count and packaging with the quotation and packing list. Distinguish a missing parcel from a missing item inside a parcel. Clear order references and photographs make the assessment more useful than a general statement that the hair is wrong.
Keep packaging, labels and the affected product. Send dated photos or video, the affected quantity and a description of when the issue was found. Do not dispose of the hair or ship it back without instructions. Record any installation, washing, heat or chemical treatment already applied.
Custom colours, private-label packaging and hair that has been installed, cut, coloured or otherwise altered may require different assessment from unopened standard stock. Report a quality issue within 7 days of delivery, counted from the delivery date on the carrier’s tracking record rather than from the order or dispatch date. Confirm the conditions attached to the quotation, and read the full returns and refunds policy.
A review may result in instructions, further evidence requests or an agreed remedy. A replacement, exchange, refund or credit is not automatic and must be confirmed for the case. Return freight is arranged and paid by the customer. Once the returned goods have been received and checked against the claim, an accepted quality return is refunded at the goods value plus the original outbound freight charged on that line. Goods sent back for any reason other than a quality claim are not accepted for refund.
Keep an approved sample and written specification for comparison. If a particular test, warranty or inspection report is important, agree its scope and acceptance criteria in advance. A grade name or a general longevity claim is not a warranty contract.
Editorial update: 7 October 2026. Product guidance and PLUCHARM ordering information; confirm the specification and commercial terms for your exact order.
Freight, lead times and how orders are packed are part of the buying decision rather than an afterthought. Our shipping ladder and trade terms are on the wholesale hair extensions page.
