Returns & exchanges

Hair extensions are hygiene-sensitive products. We accept eligible returns only when the hair remains completely unused and in its original condition.

Return eligibility

Request a return within 14 calendar days after delivery by emailing [email protected]with the order number and reason. Do not mail a return until customer care provides written authorization and instructions.

An eligible item must be:

unworn, unwashed, uncut, uncoloured, and unaltered;
free from styling products, odours, and signs of handling;
secured with all original ties, seals, labels, and packaging intact; and
returned using the approved instructions.

Non-returnable items

For health and hygiene reasons, hair that has been removed from its security ties or seal, installed, brushed beyond inspection, washed, cut, coloured, or otherwise altered cannot be returned. Final-sale, clearance, and personalized items are also non-returnable unless they arrive defective or incorrect.

Defective, damaged, or incorrect orders

Contact us within 7 calendar days of delivery and include clear photographs of the product, packaging, shipping label, and the issue. If we confirm a fulfillment error or defect, Esencia Niur will provide the appropriate replacement, refund, or return instructions and cover approved return-shipping costs.

Refunds and exchanges

Approved returns are inspected before a refund or exchange is issued. Refunds are sent to the original payment method, normally within 10 business days after inspection; the bank or card issuer may require additional processing time.

Original shipping charges and customer-paid return shipping are not refundable unless the item was defective, damaged in transit, or sent incorrectly. Exchange availability depends on current stock and any price difference.