Return And Guarantee Policy
MACSARA is always to explain all customers’ inquiries.
I. RETURN POLICY
We are willing to provide you returns and exchanges without shipping costs within 7 days on all sets that have not been installed, worn, or tampered with in any situation. One thing you should remember is that all our products are made of 100% natural human hair. Besides, each bundle comes from individual people, thus, we cannot guarantee hair color or texture. We will, however, try our best to find out the best matches to meet your requirements. Good news is that you can check out your order and determine if the color is a good match through photos or video call.
Here are some of FAQ related to our return policy:
We will provide a refund on hair extensions within 7 days of the date that you receive your hair extensions.
Return and exchange requests are only accepted by following our requirement as follows:
• Hair must NOT have been installed, colored, cut, or altered in any situations;
• Hair MUST be in its original bundle and NOT be untied at the top;
• Hair MUST be kept in its original packaging;
• Returned packages MUST include a copy of the original invoice.
We will not accept your returns or exchanges which do not follow those requirements.
Yes. All customers are responsible for their own return shipping costs. We recommend that you send your return by shipping provider with a signature confirmation service, or buying insurance to protect your package as we cannot take responsibility for lost returns.
You must contact us prior to sending your return, in case the return address may be different from the address your order was originally shipped from. Moreover, we will check your returned product and solve your refund.
Please note that refunds for merchandise returned without contacting us cannot be guaranteed.
You can contact our customer service within 7 days of purchase or you can directly contact the staff that is responsible for your order.
You must to send your return back to our correct company’s address.
Floor 6, No. 24 Nguyen Co Thach street, Cau Dien Ward, Nam Tu Liem Dist, Hanoi Vietnam.
We are not responsible for lost returns or items send to the incorrect address.
II. GUARANTEE POLICY
Moreover, MACSARA also provide 7 Days Product Guarantee:
If any hair bundle you received have problems related to manufacturing problems, you will be protected by this guarantee:
• Within 7 days of receiving your order, contact us with a photo or video showing the issue ask for solutions
• We will review you claims and give the solutions. Since most problems can be solved by maintenance method, we may give you recommended product(s) that will deal with those problems. If the problem cannot be solved, the hair must be sent back to us. Then, we will handle this issue.
• In order for us to determine your purchase can be replaced, your order must be sent back to our office. All costs for removing your items and shipping are the customer’s responsibility.
• We do not offer returns or exchanges for customized hair products.