Return Policy & Hair Care Guide | Polished Luxe Hair

Polished Luxe Hair — Return Policy & Hair Care Guide

Return & Exchange Policy

All Sales Are Final

For health and hygiene reasons, all hair extension sales are final. We do not accept returns or offer refunds on any hair product once it has been purchased, shipped, or picked up. Hair is a personal-care item, and to protect the safety and cleanliness of every client, products cannot be resold or restocked. This policy applies to all retail purchases, including online orders, local delivery, local pickup, trade shows, and events.

Chemically Treated Hair

Any hair that has been colored, bleached, lightened, toned, permed, relaxed, or otherwise chemically treated is not eligible for a refund, exchange, or store credit of any kind. This applies whether the service was done by you, a stylist, or a salon. Chemical processing permanently changes the hair, and once it has been treated, we can no longer evaluate it for quality or performance.

Quality Concerns & Store Credit

We stand behind the quality of our hair. If you believe your hair is defective or not performing as expected, you may request a review for store credit toward new hair. All credits are issued at the sole discretion of Polished, on a case-by-case basis.

To be considered:

Contact us within 7 days of receiving your order.
Email info@polishedbymelissa.com with your order number, a description of the issue, and clear photos and/or video.
The hair must not have been chemically treated or cut.
We may ask you to send the hair back for inspection before a decision is made.

Closures, Frontals & Wigs

Once lace has been cut, plucked, or bleached, or a unit has been sewn, glued, or installed, it is not eligible for store credit.

Custom Orders & Preorders

All custom orders are final sale, including hair customized into clip-ins, K-tips, feather crochet, or tape-ins. Custom-colored, special-order, and preorder hair is final sale and not eligible for store credit. Estimated wait times for preorders and backorders will be provided at purchase and may vary.

Order Cancellations

Orders may be canceled before they ship or are picked up by contacting us at info@polishedbymelissa.com. Once an order has shipped or been picked up, it cannot be canceled.

What Is Not Covered

Change of mind, color or texture preference, or ordering the wrong item
Damage from chemical processing, excessive heat, improper installation, or improper care
Normal wear, minimal shedding, or tangling caused by lack of maintenance
Hair that has been worn beyond the 7-day review window

Damaged, Incorrect, or Missing Orders

If your package arrives damaged or contains the wrong item, notify us within 48 hours of delivery with photos of the package and contents. Polished is not responsible for packages lost or stolen after carrier confirmation of delivery.

Store Credit Terms

Store credit has no cash value, is non-transferable, and must be used within 6 months of issue. Shipping and delivery fees are non-refundable.

Product Information

Natural Variation

Polished Luxe Hair is 100% human hair. Color, texture, and curl pattern may vary slightly from bundle to bundle and from photos, which can also appear differently depending on your screen. These natural variations are not considered defects.

Length

Hair is measured stretched straight. Natural Wavy and curly textures will appear shorter when worn.

Lifespan

The lifespan of your hair depends on how it is cared for, styled, and processed. Following our care guide will help your hair last as long as possible.

Caring for Your Polished Luxe Hair

Treat your extensions just as you would your own natural hair. Proper care keeps them soft, full, and beautiful for longer.

Cleansing

Shampoo and condition regularly.
We recommend Matrix Food For Soft Shampoo: it’s deeply hydrating and smells amazing. Depending on what you’re removing, one to two shampoos is ideal. Rinse thoroughly.
If you notice buildup, use a clarifying or purifying shampoo as needed.
Avoid heavy oils and heavy conditioners, which weigh hair down and cause buildup.

Conditioning & Styling

Follow every wash with a lightweight hydrating leave-in. Our favorite is Matrix Miracle Creator.
Detangle gently with a wide-tooth comb or extension brush, starting at the ends and working up.
Always apply a heat protectant and use moderate heat settings.
Never sleep on wet hair. Let it air dry or use a cool dryer setting.

Overnight & Everyday Care

Sleep in a silk or satin bonnet or pillowcase, with hair loosely braided or wrapped.
Rinse hair after swimming. Chlorine and salt water dry out extensions.

Color & Lightening

Indian and Cambodian hair are our recommended textures for bleaching because of their softness.
We do not recommend coloring curly Indian hair. Because of the softness of the curl, the curl pattern may be compromised. Medium to dark hues work best on Indian hair.
Vietnamese hair can be colored, but due to its natural darkness it does not lift favorably to a 613 blonde.
For highlights or lighter looks, we recommend purchasing bundles in a lighter shade, level 4 or above.
Always have color done by a licensed professional, and perform a strand test first.

Important: Coloring or chemically treating your hair is done at your own risk. Once hair has been chemically treated in any way, it is not eligible for any refund, exchange, or store credit. Please choose your texture and shade carefully, consult a licensed professional, and always perform a strand test before processing the full bundle.

Additional Terms

Wholesale & Salon Accounts

This policy applies to retail customers. Salon and wholesale accounts are governed by separate terms provided at account setup.

Policy Updates

Polished may update this policy at any time. The version posted at the time of your purchase applies to your order.

Agreement

By completing a purchase, you acknowledge that you have read and agree to this policy.

Questions? Contact us at info@polishedbymelissa.com.