What is the Customer Returns Policy?

Here at hhmalls.com we don’t believe in ‘good enough.’ We want your buying experience to be exceptional, and that’s what we aim to deliver with every order.

We offer every customer a 14 day no risk money back guarantee on your order. We will arrange the collection and return shipment of any hair extension you purchase from us at no cost to you.

Please note the following is required for a returns request to be accepted:

· it has to be less than 14 days since you have received the hair extension

· the hair extension must be in its original packaging and the same condition as it arrived

· please note hair extension must be carefully readied for return shipment in their original packaging* in order to qualify for a refund

· it is important therefore that you take care when unpacking received hair extension

For hair extension that arrived damaged we ask for a photo of the damage to be provided so that we can learn more about what went wrong with their particular shipment.

*If the packaging was insufficient, please package to the best of your ability and be sure to take pictures for insurance purposes.

 

How can I request a refund or item replacement?

1. Log in to your hhmalls.com account

2. Visit the Your Orders page

3. Locate the order you would like to request a return for and click the Return or replace items button

4. Follow the instructions on the form

Note: The option to request a return or replacement will only be active for orders within its 14 day returns period. After the request submission, you will then have a further 14 days in which to fulfill the return.

 

What happens after I submit my request for a refund?

· Once we receive the request we'll process it within 2 working days

· We will confirm your designated pickup date of the return and provide all instructions and shipping labels via email 1 working day before the collection

· You will be refunded within 3 working days of confirmation of safe receipt of the returned hair extension

· Alternatively, if you have requested a replacement, the seller will ship you your new hair extension as soon as receipt of the original hair extension has been confirmed.

How do I request a return or a replacement?

To request a return or a replacement:

1. Log into your hhmalls.com account

2. Go to your 'Orders' page

3. Click the white 'Return or Replace items' button next to the order that you wish to return

4. Fill in and submit the resulting forms. If the artwork has been damaged, we would appreciate images of the damage sustained.

Note: you will only see this button if the order is still within its 14 day return period.

 

What happens after I submit my request for a refund?

· Once we receive your request we'll process it within 1 working day.

· We will confirm your designated pickup date of the return and provide all instructions and shipping labels via email 1 working day before the collection

· You will be refunded within 24-48 hours of the artwork being confirmed as is safely in the hands of our courier

· Alternatively, if you have requested a replacement, the seller will ship your new hair extension as soon as receipt of the original hair extension has been confirmed

 

 

My hair extension has arrived damaged - how can I get a refund?

If your hair extension has arrived damaged, we still need you to go through the returns procedure, just so our system is aware that a refund will be required and so that we’ll be formally notified:

· Log into your hhmalls.com account

· Go to your 'Orders' page

· Click the 'Return or Replace items' button next to the order that you wish to return. Note: you will only see this button if the order is still within its 14 day return period.

· Fill in and submit the resulting forms. If the hair extension has been damaged, we would appreciate images of the damage sustained.

However the following must apply:

· It is less than 14 days since you have received the hair extension

· You have retained all original packaging for the hair extension

· The hair extension has been prepared for return shipment in their original packaging*

In case of special hair extension ordered via HHMALLS, you can request a replacement (subject to availability). Please be sure to make this comment when you fill in the returns form. In this case the seller will ship your new hair extension to you as soon as receipt of the original hair extension has been confirmed.

*If the packaging was insufficient, please package to the best of your ability and be sure to take pictures for insurance purposes.

 

 

How can I cancel my order?

You are entitled to cancel your order at any point until the hair extension is shipped, then you will have to wait until you receive it and put through a return request.

If you have not yet received a shipment confirmation email:

· Go to your Order page

· Click on the white 'Cancel Items' button next to the item that you wish to cancel

· Select which hair extension you want to return, add a brief reason and click 'Confirm'

· Once sales has confirmed the cancellation, you will be immediately refunded to your original payment mechanism

If you have received a shipment confirmation email:

· You will need to wait until receipt of the hair extension, after which you can request a return under our 14 day no risk policy

o See here for instructions on how to request a return - How do I request a return or a replacement?

· You will be refunded as soon as receipt of the hair extension has been confirmed

 

 

 

I think my package has been lost - how do I claim a refund?

If you are experiencing a significant delay in the arrival of an hair extension, please contact with the carrier to check what happened, maybe it’s on the way or missed you when they made the delivery last time.

Also it is vital that you get in touch with us within 14 days of the estimated time of arrival displayed on your shipment confirmation email on support@hhmalls.com

We also recommend liaising directly with us via the hhmalls.com Messaging System:

· Go to your Order page

· Click on the 'claim for return' button to get in touch with the customer service team directly

Should your hair extension not have arrived within 30 days of the estimated time of arrival stated on your shipment confirmation email, send us an email at support@hhmalls.com and we will be happy to process a full refund.