Return & Exchange
Hetto strive to provide the best service for customers! If you are unsatisfied for any reason, you may return your purchase within 30 days after receiving it. But 15% restocking fees will be charged under. We do not accept any return after 30 days from receipt date.
Refunds and exchanges are accepted within 30 days of receipt of the order, providing the product is in its original condition and unopened. When returning an item, please make sure the hair is in its original condition and within 30 days of receipt, a refund will be issued with the original delivery cost deducted. For all returns due to no fault of ours, a 15% re-stocking fee will apply and you will be responsible for the shipping cost.
Faulty items must be returned to us within 30 days of receipt. To request a refund or exchange, customers must inform us within 30 days of receipt by post, by email (email@example.com), or send us the exchange/returns form that is included with the order. If you have informed us within 30 days of receipt by post or email, the returned goods need to be received by Hetto Hair no later than 15 days of the communication.
We are not liable for any responsibility for products that are returned to us. For your own protection, we recommend that you use a delivery service that can be tracked or that insures you for the value of the goods. Due to hygiene reasons hair extensions must be unworn and not removed from the cardboard backing before returning or exchanging. If the hair extensions have been removed from the cardboard backing or have been worn then a refund will not be issued. Products must not have been opened and still be in their original condition. All packaging must be returned with any return or exchange. We may refuse a refund or exchange if the product has been used or damaged.
To return or exchange the item, complete the back of the invoice that is included with your order and return the item(s) to the address above. It may delay your refund /exchange process if you do not include this. If you no longer have your invoice, please include a note outlining the reason for the return/exchange, your name, address, order number and if requesting an exchange please include details of which product you would like.
PS: Please be sure to contact us if your have return needed. We have return warehouses in different countries. We will offer the best way for your return. And we don't accept return without any communication.
Items can be exchanged for a different size, colour or product. It is the sender’s responsibility to cover the postage cost for returning an item. If the return is due to an error by Hetto or the item is faulty, a refund of the postage cost to return the item will be issued.
All exchange requests must be sent in within 30 days of receiving the item(s). Requests can be sent to firstname.lastname@example.org. Any difference with your total will be charged or refunded after our specialists review the items. Please allow 3-5 business days for your bank to release the funds into your account.
When you return the package,please putting a small paper noting your order number (HN#*****) in the return package and make sure you will send to the right address.
Received wrong items
If the item you received is not what you originally ordered, please Contact Us quoting your order number, your name and address, details of the product(s) and the reason for the return, and whether you require a refund or a replacement. We will then advise on how to proceed the return.
If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and the reason for the return, and whether you require a refund or a replacement. We will then advise on how to proceed the return. You have 30 days the receipt date to return the item to us.
If hair extensions appear faulty due to quality issues, the fault must be reported to us within 30 days of the receipt date due to human hair being a consumable item during wear. We require any faulty hair back in full for testing and examination. Hair must be received by us within 7 days of the reported date before any further damage can occur. If no fault is present, or the hair has been damaged in any way by the customer, the goods will be returned to the customer and we will not refund or replace the goods.
Do I have to pay for return postage?
If you are returning an item, or items to us for a refund or an exchange then the cost of returning the item to us is your responsibility unless the items are faulty.
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and the reason for the return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.
If the item you received is not what you originally ordered, please contact us quoting your order number, your name and address, details of the product and the reason for the return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Why have you not refunded the delivery charge?
Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item from us and have requested a refund.
For all returns due to no fault of ours, a 15% re-stocking fee will apply and you will be responsible for the shipping cost.
What if you want to cancel your order?
You have 24 hours to cancel your order after placing it, otherwise, the order will be considered as confirmed, production will take place and all cancellation rights expire.
A ‘pre-stocked’ or ‘in-stock’ item may be returned within 30 days of receipt for a refund or exchange only if it meets the criteria stated in our Terms & Conditions.
Before placing your order make sure you have chosen the right colour(s) on the website from our colour palette which specifies in great detail all available colours and highlights. If you choose to send in a picture for us to copy or match to, we will match it as closely as possible.
Our detailed free online colour matching service can also help you choose. Just send us a clear picture of your hair taken in natural daylight.
Please order carefully and double-check your order before submitting it. We can be contacted at any time before you submit your order to help you make an informed decision on your purchase.
Once you have received your hair extensions, we advise that you do not colour, tone or wet them for at least 1 week, this will ensure that the newly made bonds stay firm before and after your fitting.
About the refund
When we receive return parcel without any damage and usage, we will refund it. Because the bank has to check the refund processing, it will take 3-15 business days.
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.