Refund policy

At Tressova, we are committed to providing premium-quality hair extensions and ensuring every customer has a positive shopping experience. As our products are made from high-quality human hair, slight natural variations in colour and texture may occur.

By placing an order with Tressova, you agree to the following Refund & Return Policy.

Returns

We do not offer refunds for change of mind, including if you:

  • Ordered the wrong item
  • Selected the wrong colour or length
  • No longer require the product
  • Changed your preference after purchase

Refunds will only be provided where required under applicable consumer protection laws if a product is faulty, defective, or significantly different from its description.

Natural variations in colour, texture, or thickness are not considered manufacturing defects.

Order Cancellation

Orders begin processing shortly after they are placed.

For this reason, we cannot guarantee cancellations once an order has been submitted.

If a cancellation is approved before processing begins, a 5% processing fee may be deducted to cover payment transaction costs.

Custom orders, pre-orders, and personalized products cannot be cancelled or refunded.

Faulty or Incorrect Items

If you receive:

  • A defective product
  • A damaged product
  • An incorrect item

Please contact us within 7 days of receiving your order.

Include:

  • Your order number
  • A description of the issue
  • Clear photos or videos showing the problem

Email: support@tressova.com

If the product is confirmed to be faulty, we will offer one of the following:

  • Replacement
  • Store Credit
  • Refund (where appropriate)

Warranty

Our products include a 30-day warranty covering manufacturing defects only.

The warranty does not cover:

  • Normal wear and tear
  • Improper installation
  • Incorrect maintenance
  • Heat damage
  • Chemical damage
  • Product misuse
  • Accidental damage

Exchanges

We understand that selecting the correct colour online can sometimes be difficult.

We gladly offer exchanges if:

  • The request is made within 7 days of delivery.
  • The product has not been worn.
  • The security seal remains intact.
  • Original packaging is included.

For hygiene reasons, we cannot exchange products that have been opened, worn, or altered.

Customers are responsible for all exchange shipping costs.

Products Not Eligible for Return or Exchange

Returns or exchanges cannot be accepted if:

  • Security seals have been removed.
  • Hair has been worn.
  • Hair has been washed.
  • Hair has been dyed or toned.
  • Hair has been cut or trimmed.
  • Hair has been chemically treated.
  • Hair has been heat damaged.
  • The product has been altered in any way.
  • More than 7 days have passed for exchange requests.
  • More than 30 days have passed for warranty claims.

Lost or Damaged Shipments

Once your order has been handed to the courier, delivery is managed by the shipping carrier.

If your parcel is lost or damaged during transit, we will gladly assist you in filing a claim with the courier.

However, Tressova is not responsible for delays, loss, or damage caused by shipping providers.

Incorrect Shipping Address

Customers are responsible for providing the correct shipping address.

Orders shipped to an incorrect address provided by the customer cannot be refunded or replaced.

Unclaimed Packages

If an order is returned to us because it was unclaimed or refused by the recipient:

  • Shipping charges are non-refundable.
  • Additional shipping fees will apply if the package needs to be resent.

Allergies & Hair Extension Disclaimer

Individual reactions to hair extension products may vary.

Tressova is not responsible for:

  • Hair loss
  • Scalp irritation
  • Redness
  • Soreness
  • Allergic reactions
  • Improper installation
  • Incorrect removal
  • Damage caused by misuse

Customers are encouraged to perform a patch test and follow all care and application instructions carefully.

International Orders

International customers are responsible for any:

  • Import duties
  • Customs fees
  • Taxes
  • Brokerage charges

These charges are determined by your local customs authority and are not included in our product prices or shipping fees.

Refund Processing

If your refund is approved, it will be processed using your original payment method.

Please allow 5–10 business days for the funds to appear in your account, depending on your payment provider.

Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact our support team.

Email: support@tressova.com

We're always happy to help and will do our best to resolve your concerns quickly and fairly.