I forgot to enclose the tester in my return. What do I do?

Updated by Trish

As a kind reminder, the tester weft is a part of the full set and must be included for your return or exchange to be accepted. If you forgot to repackage it in its top compartment of the Luxy box before shipping it back to us, our Returns team may not be able to process your return and will send you an email requesting that you ship the tester to us at your earliest convenience.

Kindly note that we are unable to provide a shipping label in these cases, and kindly ask that you ship the tester with your preferred carrier using the following shipping address:

Luxy Hair Order (Your Order Number)

1250 N Flyer Way Suite 100 Dock 18

Salt Lake City, UT 84116

United States

(801) 206-4781

We recommend noting the tracking information from your carrier so you can follow the tester's progress back to us. Your returned set will be set aside until the tester is received. Kindly note that the tester must remain untampered with in order to be accepted (no product, heat styling, trimming, etc.). Once we receive the tester, outstanding refunds or exchanges will be processed within 5 business days.

If for some reason you are unable to return the tester to us (it is missing or has been tampered with), please reply to the email from our team to let us know. Your refund or exchange may not be issued in these cases.

Please note that if your set is not received in returnable condition per our return policy, your original method of payment may be charged for the cost of the set.

Questions about this process? Feel free to reach out to us at info@luxyhair.com.

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