PRODUCT POLICY / TERMS OF SALE

Russian Lux Hair Extensions 

At Russian Lux, we strive to ensure that every customer is 100% satisfied with their purchase. We offer a 14-day return or exchange on all hair extension products that are unworn, unused, and still in their original packaging and ties.

For quality assurance and corroboration, all orders are video recorded during packaging and dispatch. This includes verification of product quality, length, colour, and attachment method. This process is in place to ensure the accuracy of all orders.

Need to Change Colour, Length, Texture or Quantity?

We understand that choosing the correct texture,  colour, or length online can be difficult. For this reason, we are happy to offer exchanges within 14 days, provided the product remains unopened and unused, with the seals intact.

To request an exchange, email us at russianluxhairextensions@gmail.com.au with your order number, and our customer support team will assist you.  If a return/exchange is granted, we will provide you with a 30-day store credit for the purchase price, less shipping, on the condition that the product(s) are returned in their original condition, with seals and ties in place.

What Items Are Not Eligible for Return or Exchange?

Your order is not eligible for return or exchange if:

  • The product has had its security seal removed or tampered with, if any items have been removed from its original ties, tag, or packaging 

  • The product shows signs of being worn, installed, washed, coloured, toned, cut, or altered in any way.

  • More than 14 days have passed since the delivery date.

  • The product is custom-made 

 

Important Conditions

  • Returns/exchanges are only accepted for products in their original, unopened condition.

  • All returns must be pre-authorised via email. Unauthorised returns may be refused or returned to the sender at their own expense.

  • Returned items are inspected and verified through our internal quality control and packaging verification process, including video documentation taken during dispatch.

  • This process is in place to prevent false claims and to ensure our high-quality standards are met for every order.

Custom-Made Hair Extensions

Custom-made extensions are tailored specifically to your order specifications (e.g. length, colour, weight, attachment method) and are not eligible for refund or exchange under any circumstances.

Please understand:

  • Custom items are made from 100% real human Remy hair and may have natural variations in tone, texture, or pattern.

  • These natural variations are proof of authenticity and cannot be considered defects.

  • We do not use synthetic hair under any circumstances.

You do not need to remove the ties to check the colour, length, or texture. Doing so renders the product ineligible for return due to hygiene and authenticity concerns.

Please note: Once the hair is altered or worn, it is considered acceptable in terms of quality.

 

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Fraud Policy – RL Hair Extensions

At RL Hair Extensions, we have a zero-tolerance policy for fraudulent activity. All transactions are carefully monitored and verified. Any attempt to:

  • Place an order using stolen or unauthorised payment methods

  • Submit false claims or chargebacks on legitimate purchases

  • Provide misleading information during checkout

  • Abuse discount codes or refund policies

…will result in immediate investigation and action, including but not limited to:

  • Reporting to the appropriate payment processors (e.g. PayPal, Afterpay, Zippay, Klarna, Stripe,Shop Pay and major banks)

  • Submission of all order and delivery evidence to support dispute resolution

  • Permanent banning from purchasing from RL Hair Extensions

  • Legal action, if applicable  

We are committed to protecting our business and our valued customers. Fraud is taken seriously and will be pursued to the full extent of the law.