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Returns and Exchange


At Plushlocks, your satisfaction is our priority. If for any reason you're not satisfied with your purchase, we’re here to help. However, due to the hygienic nature of hair extensions, our policy has strict guidelines. 

ELIGIBILITY CRITERIA
Returns or exchanges must be requested within 14 days of receiving your order.
Hair must not be used, worn, altered, washed, or tampered with in any way.
The security tie holding the hair bundles together must be intact.
Products must be returned attached to the original packaging card and in the original, undamaged packaging.
Used products or those that do not meet the above conditions will not be accepted for return or exchange.

Important: Items returned in unsellable condition will be refused and returned at the customer’s expense.

PROCESS
Contact us at hello@plushlocks.com to initiate your return/exchange request.
You will be required to post the item(s) back to Plushlocks HQ at your own cost.
We recommend using tracked or registered post; we are not responsible for lost return shipments.

Once received and inspected, we aim to process your exchange or credit within 7 business days, but it may take up to 30 working days in some cases.

 

COLOUR MATCH GUARANTEE

If you are unsure which shade to order, we recommend emailing a photo of your natural hair taken in natural lighting to hello@plushlocks.com before purchase.

If the shade you receive is not right, contact us within 14 days of receipt. We will gladly exchange your product or issue a refund provided all return conditions are met. The product MUST be in the original, saleable condition.

FAULTY PRODUCTS

All products are quality-checked before shipping. However, in the rare event you believe your item is faulty:

Steps to Report a Fault:
Contact our team at hello@plushlocks.com within 7 days of receiving your order.
Complete and submit the Faulty Product Questionnaire (link provided upon contact).
If applicable, remove the hair extensions and return them within 14 days of our request for inspection.

Once we receive the item:
Our quality control team will test the product to determine whether the fault is due to a manufacturing defect or consumer misuse.
You will be notified of the outcome and any resolutions available.

INSPECTION AND OUTCOME Please note:

The determination of fault is made at our sole discretion.
In cases where our investigation concludes the issue was caused by environmental factors or improper use, Plushlocks will not be liable for the return, replacement, or refund of the product.
Time frames must be strictly followed. We do not take these matters lightly, and adhering to the outlined process ensures a thorough and fair outcome.
You will be notified of the outcome and any available resolutions.

 

Please find our Plushlocks Warranty by clicking this LINK