At LumenFlow Hair, we are committed to product quality and want every stylist and customer to feel confident when ordering from us.
Because human hair extensions require a high standard of hygiene and product integrity, all returned products must remain unused and meet the conditions outlined below.
30-Day Returns & Exchanges
Eligible products may be returned or exchanged within 30 days of delivery.
To qualify for a standard return or exchange, hair extensions must:
- Be unused, unworn, and uninstalled
- Be unwashed
- Not have been cut or trimmed
- Not have been colored, toned, or bleached
- Not have undergone any chemical processing
- Not have been treated with products that significantly alter the condition of the hair
- Include all original components
- Be returned with the original packaging
- Remain in their original condition and be suitable for resale
Hair that has been installed, worn, washed, cut, colored, toned, bleached, or otherwise altered is not eligible for a standard return or exchange.
However, if you believe the product has a manufacturing or quality issue, you may still submit a claim under our 90-Day Product Quality Guarantee.
Color, Length & Product Exchanges
We understand that choosing the correct shade, length, and extension method is important.
Products that still meet our standard return conditions may be exchanged for another available shade, length, or eligible product within 30 days of delivery.
If you are unsure about your color match, we recommend contacting the LumenFlow team for assistance before installing or altering the hair, or using a LumenFlow Professional Color Ring to confirm the shade.
If a return or exchange is requested because the customer:
- Selected the wrong color
- Selected the wrong length
- Ordered the wrong product or specification
- Ordered the wrong quantity
- Changed their mind
- Or made another purchasing decision that was not caused by LumenFlow
the customer is responsible for the cost of returning the product.
Original shipping charges are generally non-refundable.
If an exchange requires a replacement product to be shipped, the customer may also be responsible for the cost of shipping the replacement order, depending on the circumstances.
90-Day Product Quality Guarantee
Our standard return policy applies to products that remain unused and meet the return conditions listed above.
If you believe your hair has a manufacturing or product-quality issue after opening, inspecting, or installing the product, please contact us within 90 days of delivery.
To review a quality claim, we may request:
- Your LumenFlow order number
- Clear photos or videos showing the issue
- The installation date and extension method used
- Details of haircare or styling products used on the extensions
- Information about coloring, toning, chemical processing, or heat styling
- Information about exposure to swimming pools, saltwater, hard water, or other relevant conditions
- The affected hair or remaining product to be returned for inspection when necessary
Each quality claim will be reviewed individually by the LumenFlow Quality Control team.
If a manufacturing defect or product issue caused by LumenFlow is confirmed, we may provide:
- A replacement
- Store credit
- A refund
- Or another appropriate resolution
If the issue is confirmed to be the responsibility of LumenFlow, LumenFlow will cover reasonable return shipping costs and any necessary replacement shipping costs.
Submitting a quality claim does not automatically guarantee a refund or replacement. All claims are subject to review.
What Is Not Considered a Manufacturing Defect
Product issues primarily caused by the following circumstances are generally not considered manufacturing defects:
- Improper installation or removal
- Improper care or maintenance
- Failure to follow recommended extension aftercare
- Excessive heat or heat damage
- Bleaching or excessive chemical processing
- Incorrect coloring or toning
- Chlorine, saltwater, hard-water buildup, or environmental exposure
- Use of products that are not suitable for human hair extensions
- Excessive product buildup
- Excessive pulling or tension
- Improper brushing
- Normal wear and tear
Human hair is a natural material, so slight variations in shade, texture, or individual strands may occur.
Coloring, toning, or chemically processing the hair does not automatically exclude every possible quality claim.
However, if a claim involves:
- Color changes
- Dryness
- Changes in texture
- Tangling
- Breakage
- Or another issue that may have been caused or affected by chemical processing
LumenFlow will evaluate whether the issue is related to the original product or the treatment performed after purchase.
Installed or Altered Hair
Hair that has been installed, worn, cut, washed, colored, toned, bleached, or otherwise altered is not eligible for a standard return or exchange.
If you believe the product has a manufacturing defect, please contact us as soon as possible and, whenever possible, before making any additional changes to the hair.
Made-to-Order & Customized Products
The following products are considered customized or specially produced items:
- Made-to-order products
- Custom lengths
- Custom colors
- Personalized products
- Specially produced specifications
Unless the item arrives damaged, incorrect, or is confirmed to have a manufacturing defect, these products are considered Final Sale and are not eligible for standard returns or exchanges.
Final Sale Items
Products specifically marked:
Final Sale
or
Clearance Final Sale
are not eligible for standard returns or exchanges.
Professional Pricing, Stylist Pricing, or standard promotional discounts do not automatically make a product Final Sale unless this is clearly stated at the time of purchase.
Incorrect Orders or Shipping Damage
Please inspect your order after delivery.
Contact us as soon as possible if:
- LumenFlow shipped the wrong product
- The wrong color was shipped
- The wrong length or specification was shipped
- The wrong quantity was shipped
- The product arrived visibly damaged during shipping
- Or another issue occurred that is confirmed to be the responsibility of LumenFlow
Please provide:
- Your order number
- Photos of the product
- Photos of the shipping packaging
- Any additional photos or videos that clearly show the issue
If the issue is confirmed to have been caused by LumenFlow, we will provide an appropriate resolution and LumenFlow will cover reasonable return shipping costs and any necessary replacement shipping costs.
Return & Exchange Shipping Responsibility
Shipping responsibility is determined by the cause of the return or exchange.
When LumenFlow Is Responsible
Examples include:
- The wrong product was shipped
- The wrong color, length, or specification was shipped
- The wrong quantity was shipped
- The product arrived visibly damaged
- A manufacturing or product-quality defect is confirmed
In these situations, LumenFlow will cover reasonable return shipping costs and any necessary replacement shipping costs.
When the Customer Is Responsible
Examples include:
- The customer selected the wrong color
- The customer selected the wrong length
- The customer ordered the wrong product or specification
- The customer ordered the wrong quantity
- The customer changed their mind
- Or the return or exchange is requested for another reason that was not caused by LumenFlow
In these situations, the customer is responsible for the cost of returning the product.
Original shipping charges, expedited shipping charges, customs duties, taxes, and other third-party charges are generally non-refundable unless otherwise required by applicable law.
We recommend using a trackable shipping service when returning a product.
LumenFlow is not responsible for return packages that are lost or damaged before they arrive at the return address provided by our team.
Please do not send a product back before receiving return authorization and the correct return address from LumenFlow.
Refund Processing
Once your return is received, our team will inspect the product to confirm that it meets the applicable return conditions.
Approved refunds are generally processed within 3–5 business days after inspection and will be issued to the original payment method.
Your bank, credit card company, or payment provider may require additional time for the refund to appear in your account.
Order Cancellations
If you need to cancel or modify an order, please contact LumenFlow as soon as possible.
If the order has not yet entered fulfillment, shipping, or production, we will make reasonable efforts to accommodate your request.
Once an order has shipped, or once a customized product has entered production, cancellation may no longer be possible.
How to Start a Return, Exchange, or Quality Claim
Please contact:
Include:
- Your order number
- The reason for your return, exchange, or quality claim
- Photos or videos if the request involves a product issue
Our team will review the information and provide the appropriate return or quality-claim instructions, including the correct return address when required.
Please do not return products without prior authorization from LumenFlow.
Your Legal Rights
Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.
Where local law provides rights that differ from this policy, applicable law will apply.