Refund policy
Return and Refund Policy
Our policy allows returns or exchanges within 60 days of receiving your purchase. If 60 days have passed, we regret that we are unable to offer a refund or exchange.
To qualify for a return:
- The item must be unused, unwashed, and in its original packaging.
- Returns must be requested within the 60-day time frame.
For Hair Extensions:
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The gold or silver thread at the top of the weft must not be removed.
For Toppers:
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The white label on the base of the topper must not be removed.
Special Note:
- Products with titles containing [US Only], [Pre Order], or [Sale] are considered clearance items and are not eligible for returns or exchanges.
We are committed to resolving any issues fairly and efficiently. Below are the details of our policy and common scenarios:
Delivery Issues
1. Parcel Seized by Customs
It is the buyer’s responsibility to clear customs. Please contact your customs office to retrieve your parcel. If you need supporting documents (e.g., invoices), email us for assistance.
2. Shipment Delayed or Stagnant
If your parcel’s status hasn’t updated for an extended period, please contact your local DHL office to investigate. Meanwhile, we will also work with our shipping agent to resolve the issue. Stay in touch with us for updates until delivery is successful.
Unsuccessful Delivery
1. Incorrect Address Provided
We are not responsible for loss caused by an incorrect address submitted by the buyer.
2. Lost or Misdelivered by the Shipping Company
If the shipping company loses your parcel or delivers it to the wrong address, we can resend the parcel or offer a refund.
Item Not as Described
Inspect your item upon delivery. If it does not match the description, please contact us within 7 days with supporting photos to initiate a resolution.
Return/Refund Without a Specific Reason
Exchange Requests
- Returns for exchange are allowed within 60 days of receiving the product.
- Contact us via email at service@fullshine.net with your order number.
- You are responsible for the return shipping costs and any price differences for the exchange.
Refund Requests
- Returns for a refund are allowed within 60 days of receiving the product.
- Contact us via email at service@fullshine.net with your order number for return instructions.
- You are responsible for the return shipping costs.
Return/Refund for Quality Issues
If your item has a quality issue (e.g., wrong color, size, or style):
- Email us at service@fullshine.net with your order number.
- Attach photos of:
- The packaging with shipping details.
- The item you received.
We will review your claim and provide a resolution promptly.
Refund Process
Once your return is received and inspected:
- We will notify you of the approval or rejection of your refund.
- If approved, the refund will be processed to your original payment method within a few days.
If You Haven’t Received Your Refund:
- Check your bank account.
- Contact your credit card company (processing times may vary).
- Contact your bank for additional details.
- If unresolved, email us at service@fullshine.net.
Order Cancellation Policy
- Orders can be canceled before shipment with no cancellation fee.
- Once the order has been shipped, it cannot be canceled.
- For pre-order items, orders cannot be canceled after 2 days from the order date, as production begins.
Important Notes for Returns
- Only items that are unused, unwashed, and in their original packaging are eligible for return.
- Contact us before returning any items. Unauthorized returns will not be processed.
- Include your order number and any additional information we provide in the return package.
Contact Us
For any questions or assistance, please email us at service@fullshine.net.
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