Returns and refunds

Effective August 23, 2026

Solmé sells one thing: real human hair, traceable to the lot it came from. That traceability is also why our returns work the way they do — we know exactly what left here, so we can be straightforward about what can come back.

Three kinds of buyer read this page. Find yours:

• Shopping for yourself — you bought from solmehair.com with a card.
• Salons and licensed professionals — you buy at professional pricing and install on clients.
• Wholesale accounts — you buy in bulk to resell.

First, the rule that applies to everyone

Hair is a hygiene product. Once a bundle tie is cut, or the hair has been washed, heat-styled, coloured, cut, or worn, it cannot be returned by anyone, for any price. This is not a technicality we hide behind — it is why you can trust that the hair we ship you has never been on another person's head.

So: inspect the hair before you cut the tie. Check the length, the texture, the colour, and the count against your order. Hold it up to the light. That is the moment when everything is still returnable.

Every return needs authorisation first. Do not ship anything back before you ask us. Email support@solmehair.com with your order number and what is wrong, and we will send you a return authorisation and the address. Packages that arrive without authorisation may be refused or returned to sender.

Shopping for yourself

The window

You have 30 days from delivery to request a return. Ask within that window and we will honour it; the hair itself can arrive back to us a reasonable time afterwards.

What we can take back

Hair in the condition it left us in:

• bundle ties, bands and hygiene seals intact
• never washed, wet, heat-styled, coloured, bleached, cut, thinned, or installed
• no product, oil, spray or scent applied
• original packaging, labels and lot tag included

Closures, frontals and wigs must additionally have the lace untouched — not cut, not tinted, not plucked, not glued or taped. Lace work is irreversible; once it starts, the piece is yours.

What we cannot take back, ever

• Hair that has been installed or worn, even briefly
• Hair that has been coloured, bleached, toned, cut, or permanently styled
• Custom orders and made-to-order pieces
• Clearance and final-sale items, which say so on the product page
• Anything without its lot tag, because we can no longer prove it is ours

What you get back

We refund the price you actually paid for the goods you send back. Two specifics, so there are no surprises:

• If you used a discount code, your refund is reduced by the same proportion. Buy at 10% off, return one bundle, get 90% of that bundle's price back — you are made whole for what you spent, not more.
• Original shipping is not refunded. That trip happened; the carrier was paid for it.

Refunds go back to the card you paid with, always — we cannot send a refund anywhere else. We issue it within 5 business days of inspecting the return; your bank then takes its own few days to show it.

Who pays return postage

You do, unless the fault is ours. If we sent the wrong item, sent a damaged item, or the hair has a genuine manufacturing defect, we pay — and we refund the original shipping too.

If your order arrives wrong, short, or damaged

Tell us within 3 days of delivery at support@solmehair.com and include photos of the item and the packaging. That is a fast, no-argument fix: we replace it or refund it in full, and we cover the postage both ways. Report it later than that and we can usually still help, but transit damage gets very hard to prove once the box is gone.

Exchanges

We do not swap items in place. If you want a different length, texture or colour, return the original for a refund and place a new order — that way your new choice ships immediately instead of waiting for your parcel to reach us.

Salons and licensed professionals

Everything above applies to you too, with three additions that reflect how you actually work.

Check the delivery before you book the client

You have 5 business days from delivery to check the shipment against the packing slip and tell us about a shortage, a wrong item, or damage in transit. We ship lot-tracked, so a discrepancy is quick for us to verify and quick to fix.

Unopened professional stock

Unopened bundles in original packaging can come back within 30 days of delivery, authorised in advance, with no restocking fee. We would rather have the hair back on our shelf than sitting unused on yours.

Once it is on a client's head

We cannot take it back — you knew that already. But a genuine manufacturing defect is a different matter from a disappointing install. If hair sheds, tangles or mats in a way that is not consistent with normal wear, contact us within 30 days with:

1. the lot code from the bundle tag,
2. photographs of the hair, and
3. what was done to it — washing, colour, heat, the products used.

The lot code is the important one. It lets us pull every other bundle from that same lot, check whether anyone else reported the same thing, and take it up with the supplier. Confirmed defects are replaced or credited. We assess these case by case and we tell you the reasoning either way.

Wholesale accounts

You are buying to resell, usually on terms, usually in volume. Your section is stricter because your economics are different — you buy at a price that assumes the stock stays sold.

Inspection window

5 business days from delivery to report shortages, wrong items, count discrepancies against the packing slip, or transit damage. Every carton ships against a lot-tracked packing list, so counts are objective on both sides.

After that window, the shipment is accepted.

After the inspection window

The order is final, with one exception: a manufacturing defect, reported within 30 days of the invoice date, on goods that are unopened, unaltered, in original packaging, with lot labels intact. Send the lot code and photographs, as above.

We do not accept returns of:

• opened, altered, relabelled or repackaged goods
• closeout, clearance and promotional or free goods
• custom or made-to-order production
• goods bought more than 30 days ago

How credit works on an account

Approved wholesale returns are settled as a credit memo against your account, not as cash. The credit is applied to your oldest open invoice first. If your account is paid in full, the credit sits on the account and stays good for 12 months.

If you paid by card rather than on terms, the refund goes back to that card.

Freight, authorisation and paperwork

• Returns must carry the authorisation number on the outside of the carton.
• Freight on non-defective returns is at your cost. Freight-collect shipments are refused unless we agreed to them in writing.
• A disputed line does not suspend the rest of an invoice. Pay the undisputed balance on time; a credit for the disputed line follows once it is resolved.
• Overdue accounts can be placed on credit hold, which pauses new orders until the balance clears.

Your own customers

Your return policy to your customers is yours to write, and it does not bind us. Our obligations under this page run to you, the account holder — not to the people you sell to.

What happens to a return after it reaches us

Every returned unit is inspected, recorded with a reason, and booked back against the lot it originally came from, so the history stays honest.

Then one of two things happens:

• It passes inspection — sealed, untouched, exactly as described — and goes back into sellable stock.
• It fails — and it goes to quarantine, where it stays. Hair that fails inspection is never resold to anyone.

That second rule is the whole point of the first section of this page. We can promise you that the hair you receive has never been worn, because the system we run makes it impossible for us to quietly put it back.

Before you dispute a charge

If something has gone wrong, email support@solmehair.com first. We can fix a mistake in a day; a chargeback takes months, costs us both, and freezes any resolution while the bank deliberates. We have never refused to talk to someone who came to us honestly.

Questions

Retail and professional: support@solmehair.com Wholesale accounts: wholesale@solmehair.com

[YOUR LEGAL BUSINESS NAME] [YOUR MAILING ADDRESS]

Returns are received at: [YOUR RETURNS ADDRESS]

Nothing in this policy takes away any right you have under consumer law that cannot be waived — where the law gives you more than we do here, the law wins.