We will make every effort to match each order to your exact specifications. Because our hair is 100% virgin human hair and each individual piece comes from a separate donor we cannot guarantee hair color or texture. Our natural hair comes in straight, wavy and curly pattern, the color will range between a natural 1b and 2. Please understand, refunds and/or exchanges WILL NOT be issued for dissatisfaction with the texture or color. We are committed to our customer satisfaction so remember to place your order with care and ask all questions before hand and follow our recommended maintenance instructions after purchase.
We take great pride in our product and it is 100% guaranteed. If you have received any product that is incorrect or defective you must contact us within two (2) business days of receipt of the merchandise.
No refunds will be permitted. If an incorrect product was sent to you we will send you a return label for the merchandise you received. Once you have returned it and we have received it, we will send an immediate replacement.
Duchess Brands, from time to time, at its sole discretion, may exchange products or portions of a product.
Important: Due to nature of our product we cannot accept the return of used hair. We highly encourage that you thoroughly inspect and examine the hair without opening the bundles to make sure you are satisfied with the product. Show it to your stylist if you are unsure. You may not comb, brush, wash, dye, curl, braid, spray, wear, or treat the hair in any way for us to consider a return. We will not accept any merchandise that has been used or altered in anyway including but not limited to (brushed, combed, picked, cut, or washed) in any way. This includes removing the hair from the bundle and trying it on. If such an item is returned to us, the item will be held for 10 days pending the product inspection and payment of shipping charges to have it returned.
Requests for exchange must be made within three (3) business days of receipt of product(s). Any exchange request after three (3) business days will not be honored. Due to the nature of our products, there are No Refunds, only an Exchange Policy. Product must be exchanged for something of equal or greater value. No refunds are permitted. You will be required to pay return shipping charges. All return(s) and exchange(s) must be in new and original factory condition, and not worn or altered with original package.
In order to process an exchange the unwanted product would need to be sent back at your expense. We suggest sending it through a carrier that provides tracking information and delivery confirmation since we are not responsible for lost packages. Once your product has been received it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.
In the Rare Occurrence of a product defect, the policy will be as followed: There is a 15-day Product Defect Exchange Policy which commences on the date of purchase. Customers should contact a Duchess Brands Representative and notify them of their issue or concern. A Customer Service Representative will provide the customer with mailing instructions for the return of the product in question. Customers will be responsible for paying the costs associated with returning the item to Duchess Brands. If Duchess Brands verifies and agrees that the product is defective in any way, Duchess Brands will then exchange or replace the product. If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. Duchess Brands will cover the cost of shipping the exchanged/new item back to the customer. If Duchess Brands does not validate the product defect issue, we will return the item in question to the customer at our expense without an exchange of product.
Duchess Brands reserves the right at our discretion to make changes to prices, policies and procedures. Please check this page periodically for changes.