RETURN & EXCHANGE
Because Mony Beauty hair extensions are hygienic, personal-use products and many items are sourced or handmade specifically for each customer, all sales are treated with care under the policy below. Please read the product details, choose carefully and contact us before ordering if you need help selecting your texture, length or amount of hair.
Custom-made, pre-order and clip-in sets
All custom-made, pre-order and handmade clip-in sets are final sale. This includes Classic Clip-Ins and Seamless Clip-Ins.
These items are non-returnable, non-exchangeable and non-refundable once an order has been placed, including where a shipment is delayed by customs, refused by the customer, returned to sender or where the customer changes their mind.
Weft hair exchanges
Unopened, unworn and untouched weft hair may be considered for an exchange only. An exchange is not guaranteed and requires written approval from Mony Beauty before anything is sent back.
To be eligible, the weft hair must meet all of the following conditions:
- You contact us within 3 calendar days of delivery.
- The hair is completely unopened, unworn, unwashed, unbrushed, unaltered and free from any odour or signs of handling.
- All original packaging, tags, seals and accessories are intact.
- The return has been approved by Mony Beauty before shipment.
For approved exchanges, the customer is responsible for the return shipping cost and a 5% handling fee. Shipping charges, customs duties, import taxes and clearance fees are non-refundable.
How to request an exchange
- Contact us within 3 calendar days of delivery with your order number and clear photos or video of the unopened product and its packaging.
- Wait for written approval and return instructions from Mony Beauty. Do not send any item back without approval.
- Once the approved item is received and inspected, we will confirm whether it meets the exchange conditions.
- If approved, we will arrange the exchange after any applicable price difference, handling fee and new shipping charge have been settled.
Items returned without prior approval, or items that do not meet the conditions above, will not be accepted for exchange and may be returned to the sender at the customer’s expense.
Refunds and product concerns
Hair extensions are not eligible for refunds due to change of mind, preference, colour perception, texture preference, incorrect length selection, installation issues or a refusal to pay customs charges.
A refund, exchange or replacement for a confirmed product issue is considered only after review by our team. Please report a concern immediately and include your order number, clear photos and videos. Do not alter, wash, colour, install or cut the hair before we have reviewed the concern, as this may affect eligibility for assessment.
- Raw hair varies naturally from donor to donor. Minor differences in tone, curl pattern and texture are part of its natural character and are not defects.
- Mony Beauty is not responsible for results caused by installation, cutting, colouring, chemical processing, improper care or damage after delivery.
- For hygiene and quality-control reasons, we cannot accept hair that has been opened, worn, installed, washed, brushed, styled, coloured, cut or otherwise handled.
Contact Kiki
For an exchange request or product concern, start with Kiki and include your order number. Our team will review your request and guide you through the next steps.
Ask Kiki
Your digital beauty guardian
