Refund policy

Exchange & Return Policy

Damages and Issues
Please inspect your order upon arrival and contact us immediately if the item is damaged or if you received the wrong item. We will assess the situation and work to resolve it with you. While we take great care in packaging, we are not responsible for damage that occurs during shipping. Please remember that tail extensions are handmade with natural hair. Slight variations in weight and natural differences may occur, but these do not affect the appearance or quality of the extension.

Exchanges
The fastest way to ensure you get what you want is to return the item you have ASAP, and once the return is accepted, the exchange will be sent to you. Shipping and handling will be at the buyer’s expense.

Returns
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused. 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’ll be automatically refunded on your original payment method. Please remember it can take some time (10+ days) for your bank or credit card company to process and post the refund too.

The return/exchange policy is null and void for any items purchased at a horse show.

Tail & Forelock Extensions: 14-day return/exchange policy (unless otherwise agreed upon prior to purchase). If you submitted pictures for matching purposes: We are happy to exchange/return extensions for Common Color and Non-Common Color extensions if requested within the 14-day period. Shipping and handling will be at the buyer’s expense. If you DID NOT submit pictures for matching purposes: Exchanges are only allowed for Common Color extensions if we are notified within the 14 day period. Shipping and handling will be at the buyer’s expense. Return items must be insured for their full value, as we are not liable for any lost or damaged products during shipping. The return/exchange policy is null and void for Non-Common Color extensions.

Designer Show Clothing: 3-day return/exchange policy after receiving the item. We must be notified of return/exchange request within the 3-day period. Shipping and handling will be at the buyer’s expense. Return items must be insured for their full value, as we are not liable for any lost or damaged products during shipping. A 5% restocking fee applies to all return/exchanges.  

Final Sale Show Clothing: The return/exchange policy is null and void for Final Sale items. This designation is noted in the description of all Final Sale items.

To start a return, email us at kelley@headtotailboutique.com. If approved, we’ll provide a return label upon request or you can use your own. Instructions on shipping will be provided. Returns sent without prior approval will not be reimbursed.

You can always contact us for any return/exchanges questions at kelley@headtotailboutique.com.