The Luxy Hair Quality Guarantee
Updated
by
Mikayla Cabarcas
The Luxy Hair Quality Guarantee
Our Luxy Promise
Your hair is personal, and your peace of mind should be too.
The Luxy Quality Guarantee is designed to ensure you feel confident, supported, and excited every time you shop with Luxy Hair. If you experience a qualifying manufacturing or material defect with your Luxy Hair extensions, we're here to help.
Warranty Coverage
The Luxy Quality Guarantee provides coverage for eligible Luxy Hair extensions for 90 days (3 months) from the original purchase date.
What's Covered
During the warranty period, Luxy Hair guarantees that covered products will be free from defects in materials and workmanship, including:
- Manufacturing defects, such as defective clips or missing wefts
- Premature shedding caused by a construction defect*
- Premature unraveling
- Abnormal matting or tangling when used and maintained according to Luxy Hair care instructions**
- Color inconsistencies beyond normal production variation***
What's Not Covered
The Luxy Quality Guarantee does not cover:
- Damage resulting from improper installation, removal, or handling
- Chemical processing, including coloring, bleaching, toning, perming, or relaxing
- Heat damage caused by styling tools exceeding 120°C (250°F)
- Failure to follow Luxy Hair care and maintenance instructions
- Normal wear and tear over time, including gradual shedding or texture changes
- Final sale or clearance items
- Products purchased from unauthorized sellers or resellers
Who Is Eligible?
This warranty applies to the original purchaser of Luxy Hair extensions purchased directly from Luxy Hair or from an authorized Luxy Hair retailer.
The warranty is non-transferable and cannot be transferred to another owner.
Products Covered
The Luxy Quality Guarantee applies to eligible Luxy Hair human hair extensions, including:
- Clip-in extensions
- Halo extensions
- Ponytail extensions
- Other Luxy Hair human hair extension products purchased as new, non-final-sale items
Warranty Period
The Luxy Quality Guarantee is valid for 90 days from the original purchase date.
How to Submit a Warranty Claim
If you believe your product has a qualifying defect, please submit a warranty claim using our Quality Guarantee form here
To help us review your claim as quickly as possible, please be prepared to provide:
- Your order number
- Proof of purchase
- A description of the issue
- Photos and/or videos showing the concern
What Happens After I Submit a Claim?
Our Customer Support Team will review your submission and may request additional information if needed.
Warranty claims are typically reviewed within 1–3 business days after all required documentation has been received.
Only Luxy Hair and its authorized representatives may approve and fulfill warranty claims.
Resolution Options
If your claim is approved, Luxy Hair may, at its discretion:
- Replace the defective product, or
- Issue store credit equal to the original purchase price
Luxy Hair will cover the cost of the replacement product or store credit. Shipping costs may be the responsibility of the customer unless otherwise required by law.
Frequently Asked Questions
What qualifies as premature shedding?
Premature shedding refers to shedding caused by a construction defect, such as:
- A visible section or clump of hair detaching from the weft or base while remaining joined at the root
- Excessive fallout upon initial unboxing or first use that indicates a manufacturing defect
Normal shedding of individual strands during unpacking, brushing, or regular wear is not considered a defect.
What qualifies as abnormal matting or tangling?
Abnormal matting or tangling refers to tangling caused by a defect in the hair or construction that occurs despite proper care and maintenance.
The warranty does not cover matting or tangling caused by:
- Friction
- Product buildup
- Heat styling
- Environmental exposure
- Improper storage
- Chemical processing
- Normal wear and tear
What is considered a color inconsistency?
Color inconsistencies may qualify if the extensions:
- Are more than one shade lighter or darker than intended, or
- Display an incorrect undertone that is determined to be defective by our Customer Support Team
Minor variations that are consistent with natural hair characteristics and normal production tolerances are not considered defects.
Can I make a warranty claim if I colored or bleached my extensions?
No. Any chemical processing, including coloring, bleaching, toning, perming, or relaxing, voids warranty coverage.
Can I make a warranty claim on a final sale item?
No. Final sale and clearance items are not covered under the Luxy Quality Guarantee.
Can I submit a claim if I purchased before June 4, 2026?
No. The Luxy Quality Guarantee applies only to products purchased on or after June 4, 2026.
Additional Information
If you are dissatisfied with the outcome of a warranty claim, you may contact our Customer Support Team to request further review.
