Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@real-russian-hair.com. Please note that returns will need to be sent to the following address:

Swiss : 

SERENDAB GmbH – Real Russian Hair

Lettenstrasse 9

6343 Rotkreuz 

Suisse

Europe : 

Real Russian Hair

À l’att. de Caroline Fiucci

72A chemin des Roseaux

Veigy-Foncenex, 74140

France

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@real-russian-hair.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). For hygiene and health-protection reasons, hair extensions and hairpieces whose seal or protective packaging has been opened, or which have been tried on, worn, washed or altered after delivery, cannot be returned (Art. 16(e) of Directive 2011/83/EU). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Gift cards are non-refundable. Discounted or sale items are excluded from our voluntary 30-day return policy; however, for deliveries to the European Union, the statutory 14-day right of withdrawal described below remains fully applicable, including to discounted items.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. The right of withdrawal does not apply to sealed goods which are unsuitable for return for health-protection or hygiene reasons once unsealed after delivery (e.g. hair extensions whose protective seal has been opened). You bear the direct cost of returning the goods. We will reimburse all payments received from you, including standard delivery charges, no later than 14 days from the day we are informed of your decision to withdraw; we may withhold the reimbursement until we have received the goods back or you have supplied proof of having sent them. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method no later than 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@real-russian-hair.com.