Return Policy

We have a 30-day return policy, which means you have 30 days after the order date to request a return. You will receive a store credit for the total minus any shipping charges. Shipping charges are the responsibility of the Customer.

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, contact us at If your return is accepted, we’ll send you a return shipping label (additional cost), 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 also send back your package with your own shipping label, however we highly recommend tracking as we are not liable for missing packages returned to us.


You can always contact us for any return questions at


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. 

If you receive an item, yet do not inspect it until your appointment time, we will not be responsible for additional shipping costs to expedite associated with correcting your order. The original shipping method paid for will be used to make any exchanges.


Exceptions / non-returnable items 

Unfortunately, we cannot accept returns on sale items or gift cards.



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.


Store Credit 

We will notify you once we’ve received and inspected your return, and let you know if the Store Credit was approved or not. If approved, you’ll receive a store credit to apply to future orders in your account. The store credit will be issued in the form of a “gift card” sent via email to your account email. The Store Credit gift card can be applied to any order, and any remainders will be stored with the same Store Credit gift card to be used in the future. Store Credits do not expire.

Defective Products/Inspection Process

In the case that you or your customer believes there to be a defect, please read below.

Our hair inspection process does not cover any hair extensions that have been exposed to the following conditions:

  • Chemical Treatments
  • Ocean or Chlorine Exposure
  • Cutting the Hand Tied Weft System
  • Product alterations made by using non-Aqua Hair Extensions Remover or non-Aqua Hair Extensions Re Tape Tabs
  • Cutting of Hand Tied Wefts
  • Not using Aqua Hair Extensions Shampoo & Conditioner 


Any application of hair color, toners, purple shampoos, or chemical treatments on Aqua Hair Extensions will nullify any option for inspection and exchange of an item. 

Any other product alteration or using a non-Aqua Hair Extensions product or accessory (e.g., not using Aqua Hair Extensions Express Remover, Re-Tape Tabs, Aqua Shampoo or Aqua Conditioner) will nullify any option for inspection and exchange of an item. 

For any complaint, you must return at least 50% of the hair for inspection. The hair will be inspected and evaluated to determine if it was a factory defect or misuse of the product by the user.

To be eligible for our hair concern claims, you must have purchased our products directly from or with an AQUA distributor.

IMPORTANT: Active claims that have no actions taken by the person who filed it within 30 days will be considered abandoned and will be closed. The date of last contact will determine the close date. Claims cannot be reopened.  

Have a concern with your hair purchase? Please follow the instructions below:

Hair Concern Claims Procedure:

1) Stylist fills out hair concerns claim form

*Please have a distributor invoice (if applicable), supporting images, and your order number available before you begin the product claim form. 

2) After we review the form, we will authorize you to return at least 50% of the defective hair for inspection, if necessary. 

3) We evaluate hair sample and contact the stylist for next steps.