RETURNS | The Firas Collection

Return Policy

At The Firas Collection, we strive to provide our customers with the highest quality human hair extensions while maintaining the highest standards of hygiene and sanitation.

To ensure the safety and satisfaction of all our customers, we have implemented the following policy regarding the eligibility for returns and exchanges of our human hair extension products:

After a period of 30 days from the delivery date of your order, we regret to inform you that it becomes ineligible for any form of return, exchange, or refund.

We highly encourage our valued customers to promptly review their orders upon delivery to ensure satisfaction and address any concerns within the specified timeframe.

Return Policy Disclaimer:

By proceeding with a purchase from The Firas Collection (www.thefirascollection.com), you acknowledge and agree to the following terms and conditions regarding order modifications, returns, and refunds:

1. Order Modifications: Order modifications are processed at the discretion of The Firas Collection based on our established business procedures and policies and are not granted solely based on goodwill. Any requests for modifications must meet our internal guidelines and may be subject to additional pricing and terms.
2. Returns and Exchanges: Returns and exchanges are only processed if the original items are physically received by The Firas Collection in accordance with our return policy. We cannot process returns or exchanges for items that have been opened, used, or removed from their original packaging. Once items are removed from their packaging, the order is considered a final sale, and we are unable to assist with returns or exchanges.
3. Refunds: Refund requests will be processed in strict compliance with our return policy. Partial refunds may be issued at the discretion of the business in exceptional circumstances. All refunds are contingent upon the return of products and the approval of our review process.

We strongly encourage you to fully review and assess your items before usage or removal from their original packaging. Once removed from packaging, we are unable to assist further, and the order will be deemed final.

Please note that all transactions with The Firas Collection are governed by these terms, which are legally binding. By completing your purchase, you confirm your understanding and acceptance of this policy.

IMPORTANT NOTICE ON CHARGEBACK CLAIMS:

Filing a chargeback claim without first contacting our customer support team to address concerns—such as product quality expectations (where a resolution has been offered), transit-related delays or damages, or instances where an order is ineligible for return or refund under our stated policies and purchase agreement—is considered a violation of our purchase agreement. Such actions bypass our established resolution process and may be classified as fraudulent activity.

We take instances of chargeback fraud very seriously. Should this occur, we reserve the right to pursue all available remedies, including:
• Reporting the matter to financial institutions and relevant authorities.
• Initiating legal action to recover costs and damages incurred.
• Enforcing our contractual rights as outlined in the purchase agreement.

We are committed to providing support and resolving concerns in a fair and timely manner. For any order-related issues, we encourage you to contact us directly at firashair@gmail.com so that we can address the matter in accordance with our policies.

Blue/Black Tag

Our human hair extension bundles are distinguished by a blue or black plastic tag or seal affixed to the product, serving as a vital indicator of its original and unused condition. Each bundle features a blue tag with a unique product code containing the product name and length.

It's important to note that any removal, tampering, or alteration of the blue tag renders the product ineligible for exchange or return. Requests for exchange, return, or refund in instances where the blue tag has been compromised will not be accommodated.

Original Condition

To be eligible for any form of exchange, return, or refund, the product(s) must remain in their original packaged condition. This entails that the product has not been worn, styled, colored, cut, or subjected to any form of modification from its original state.

It's important to note that this requirement extends to any alterations resulting from improper handling of the product, including but not limited to finger combing from the root or middle of the product leading to tangling or shedding. We advise all customers to comb, brush, or finger comb the product starting from the end of the hair strand and progressing upwards towards the weft to maintain its integrity

Hygienic and Sanitary Reasons

Our refund and exchange policy regarding products that no longer adhere to the aforementioned criteria is primarily based on hygiene and sanitation considerations. Hair extensions that have been utilized or modified may present potential health hazards to our customers, necessitating a focus on their well-being and safety.

It's important to understand that once a product deviates from its original condition, it cannot be reintegrated into inventory for resale and must be designated as defective.

Quality Assurance

We are dedicated to upholding the highest standards of quality with our human hair extensions. As part of this commitment, all returned or exchanged products undergo thorough inspection to ensure they meet our rigorous standards before any refunds or exchanges are processed. Typically, returns and exchanges are reviewed and processed within approximately 7-10 business days from the date of return delivery. For expedited processing, we encourage customers to provide our Customer Support team with a tracking number for the return parcel.

Customer satisfaction is paramount to us, and we are committed to addressing any concerns or inquiries you may have regarding our products. Should you require clarification on our return and exchange policy or assistance with a specific matter, please do not hesitate to contact our Customer Support team at firashair@gmail.com. We are here to assist you and provide clarity on our policies.

Please note that while our manufacturing and fulfillment team diligently inspects all products to meet The Firas Collection's quality standards, we recognize that each customer may have unique hair extension quality expectations. We strongly advise customers to inspect all received products before removing the product's blue tag, as this action makes the item ineligible for any form of exchange or return.

Our team is here to assist with any product concerns, including but not limited to weft quality, texture quality, strand test, density concerns, and more. Please contact our customer support at firashair@gmail.com immediately so that we can collaborate to find the best solution for you.

Your satisfaction is our priority, and we're dedicated to ensuring your hair extension experience is nothing short of exceptional.

At The Firas Collection, we are committed to your satisfaction. Please note, returns are only accepted if items are unused, unaltered, and have the blue tag attached. Once items are used or removed from packaging, they are final sale.

To initiate a return:

1. Email us at firashair@gmail.com with your order number, items to return, and reason (include photos/videos for quality-related returns).

2. Wait for approval: Our team will review your request. Returns/Refunds will only be processed after we receive and inspect returned items.

3. Return packaging: If approved, return items in original packaging with the packaging tags attached, along with the original packing slip or a note including your Name and Order number to:

The Firas Collection

PO Box 451155

Atlanta, GA 31145

4. Shipping costs: Customers are responsible for return shipping costs for customer-initiated returns. If your return is related to a quality claim, please email us, and if approved, we will provide a pre-paid return label to facilitate the return.

If the items are ineligible for return, they will be returned to you as final sale.

Refunds are processed only after the returned items are received and reviewed. Please follow our return policy to ensure a smooth process.

We are here to assist you throughout the return process and address any questions or concerns you may have. Your satisfaction is our priority, and we aim to make the return experience as smooth as possible.

If you have any inquiries or need assistance with your return request, please do not hesitate to contact our Customer Support team at firashair@gmail.com. We are here to help and ensure that your return is processed in accordance with our policies.

Would you prefer a different Length and/or Texture?

If you would like to exchange your current product for a different length and/or texture, we kindly request that you follow these steps:

Return Your Current Product: Initiate a return for your current human hair extension product following our standard return procedure. You can do this by contacting our Customer Support team at firashair@gmail.com. Please ensure that the product meets our return policy criteria, including being in its original packaging and having the blue tag intact.
Place a New Order: Visit our website and place an order for the preferred length and(or) texture of human hair extensions you desire. This allows you to select the exact product that meets your needs.
Refund Process: Once we receive and inspect the returned product, and it meets our return policy criteria, we will process the refund for the original purchase amount. Please note that the refund will be issued to the original payment method used for the initial order.

Interested in a Quality Exchange?

To initiate a quality exchange, please follow these steps:

Provide Photo/Video Documentation: We kindly request that you provide us with clear photo or video documentation of the quality issue you have encountered with the product. This documentation is essential for our team to assess the issue accurately and determine whether it meets the criteria for a quality exchange.
Review and Approval: Our quality assurance team will carefully review the documentation you provide. If your claim is approved for a quality exchange, we will notify you promptly.
Return Label and Instructions: If your quality exchange is approved, we will provide you with a pre-paid return shipping label and detailed instructions on how to securely package and send the product back to us.
Replacement Item: Once we receive the returned item and verify the quality issue, we will promptly ship out the replacement item to you. You will receive it via mail at the address provided during order placement..

Please note that the quality exchange process is designed to ensure that you receive a replacement product that meets our quality standards. We aim to make this process as smooth and efficient as possible for you.

Order Modifications can not be processed on Completed Orders.

If the blue tag is removed, tampered with, or altered in any way, the product is considered ineligible for any form of exchange or return.

At the discretion of the Business, a "Quality Exchange" may be approved.

If approved for a "Quality Exchange," please note that there is an approximate 3-7 Business Day Processing Time for Replacement fulfillment.

Need to Cancel?

To ensure efficient order processing and fulfillment, we ask that you submit a request for order cancellation to firashair@gmail.com within 2-3 hours of order submission.

Once the cancellation request has been approved, Customer Support will issue the appropriate refund for canceled items.

If your order has already shipped, please contact us for assistance with a Return.

Send us an email: firashair@gmail.com.

LUXURY HAIR EXTENSIONS

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