Refund policy

HOW TO INITIATE A RETURN / REQUEST ASSISTANCE: To request a store credit return, report a defect, or ask for order assistance, you must email our team at info@thefolliclebrand.com within 48 hours of your parcel’s tracked delivery date. Please include your order number, reason for request, and clear photos of the unopened product with tags/ties intact. Requests submitted past this window or without prior email approval will not be processed.

1. STORE CREDIT

  • Domestic & Non-EU/UK Orders: Due to federal health regulations and the hygienic nature of human hair products, The Follicle Brand DOES NOT issue cash, credit card, or original payment method refunds for returned orders shipped domestically or to non-EU/UK international locations. All eligible, approved returns for these regions will receive Store Credit only, minus any applicable restocking fees.

  • EU & UK Statutory Returns: In accordance with statutory consumer protection laws in the European Union and the United Kingdom, eligible returns originating from the EU or UK will be refunded to the original payment method.

2. RETURN & HYGIENE ELIGIBILITY
We do not offer refunds or store credit once product tags or bundle ties have been tampered with or removed, or if the product itself has been altered or handled. 

To be eligible and approved for Store Credit:
• Items must be in their 100% original, pristine condition—unopened, untied, unworn, uninstalled, unwashed, and uncombed.
• All original product tags, security ties, and packaging must remain securely attached and completely intact.
• The product must be free of any odors, perfumes, styling products, chemical processing, or heat damage.

HYGIENE NOTICE: Human hair extensions are considered a hygienic health product. Any item that shows signs of being unraveled, installed, washed, combed, or altered in ANY way will be immediately rejected and ineligible for store credit.

3. DEFECTIVE OR DAMAGED ITEMS
If you receive an item that you believe is incorrect or defective, you must contact our support team at info@thefolliclebrand.com within 48 hours of delivery. 
• You must include your order number, a detailed description, and clear photographs of the defect.
• Items must remain untouched, with all tags and bundle ties securely attached, for a defect claim to be evaluated.

4. CANCELLATION & MODIFICATION TIMELINES
• Orders can be modified or canceled for a full refund up until 8:00 PM Central Time (CT) on the business day they were placed.
• Once an order passes 8:00 PM CT, it enters our official procurement and fulfillment cycle.
• Orders canceled after processing has begun but prior to shipment are eligible for Store Credit only, minus a $25 restocking fee. Once an order has shipped, it cannot be canceled.

5. NON-REFUNDABLE FEES
Original shipping charges, reshipment fees, and restocking fees are strictly non-refundable and will be deducted from any store credit issued.

6. INTERNATIONAL ORDERS & RETURNS

Due to strict international customs regulations and hygiene standards regarding human hair products, all international orders shipped outside of the European Union (EU) and the United Kingdom (UK) are Final Sale once shipped. We do not accept international returns or exchanges for these destinations.

EU & UK Statutory Return Exceptions: Customers residing in the EU or UK have a statutory 14-day window from the date of tracked delivery to request a return.

  • REFUND METHOD: Approved EU/UK returns will be refunded to the original payment method. Original shipping charges and return shipping costs are non-refundable.

  • MANDATORY HYGIENE SEAL REQUIREMENT: Pursuant to statutory exemptions for hygiene and health protection goods, returns will ONLY be accepted if the hair remains in its original, unopened packaging with the tamper-evident security seal 100% intact and untampered with.

  • VOIDING OF RETURN RIGHT: If the security seal or tamper packaging is broken, unpeeled, cut, or tampered with in any way, the item is considered used. Under health protection laws, opened items are strictly ineligible for return, store credit, or refund.

 

Defective or Missing Items: If your package is missing items or arrives damaged out of the box, please contact customer support within 48 hours of delivery (info@thefolliclebrand.com) or file a claim directly through your Route Package Protection.