Return & Exchange Policy

As a wholesale customer, we kindly ask that you carefully select your items before placing an order, as returns or exchanges for full wholesale orders are not accepted. Wholesale transactions are designed for professional use, and we trust your expertise as a stylist or salon owner to choose the best products for your clients.

That said, we understand that special circumstances may arise. For individual products or specific cases, please contact us directly. We are committed to working with you to find a solution and will do our best to address your concerns.

1. Return Period

Requests for return or exchange must be made within 60 days of delivery and meet eligibility criteria.

2. Product Eligibility

Eligible Products:

Hair extensions: top wire (gold or silver) intact and never removed; hair has never been dyed or washed; product is in original condition and packaging.
Hair toppers: white label on base clip intact and should remain attached; product is in original condition and packaging.

Ineligible Products:

Used, washed, dyed, cut, or without original packaging
Top wire detached causing hair to unravel
Beyond the 60-day return period
Products showing obvious signs of use (for example, perfume odor)

⚠️ Hygiene Notice: Human hair products are considered hygienic items. For safety reasons, used products cannot be returned, which is standard practice in the industry.

3. Customer Responsibilities & Notes

Accurate Address: Customers are responsible for providing a correct and complete delivery address. Any loss, misdelivery, or additional shipping costs resulting from an incorrect or incomplete address will be borne by the customer.
Timely Receipt: Customers should promptly accept delivery of the package. Any loss, damage, or additional costs resulting from delayed acceptance, refusal, or failure to pick up the package on time will be the customer’s responsibility.
Proper Care: Customers must keep the product and its original packaging in good condition prior to return. We recommend using trackable or insured shipping to prevent loss or damage. The customer bears any risk or cost associated with improper handling during return shipping.
Color Difference: Slight color variations caused by devices, lighting, or display settings do not constitute a product quality issue. Any shipping or return costs resulting from dissatisfaction due to color differences will be the customer’s responsibility.

4. Order Cancellation

Regular Orders: Customers may request to cancel their order by contacting us within 24 hours after placing the order. Once the order has entered production or has been shipped, cancellation is no longer possible.
Custom Products: Once ordered, these products enter production immediately and cannot be canceled, returned, or exchanged
How to Cancel: Email service@fullshine.net to request cancellation

5. Return & Exchange Process

(1) Check Eligibility

Verify that the product meets all eligibility requirements for return or exchange.

(2) Contact Customer Service

Within 60 days of delivery, email service@fullshine.net with your order number.

(3) Provide Required Materials

Return: Photos of the product and original packaging, along with your order number.
Exchange: Include the desired replacement product(s), specifying the type, length, color, and quantity. For color-related exchanges, a photo of the desired color under natural light can be provided for reference.

(4) Review & Response

Customer service will review the submitted materials within 24 hours and provide the designated return address.

(5) Return Shipping

Include a note with your order number inside the package, and return the product within 15 days if possible to keep it eligible for return or exchange. Returns after the 60-day period will not qualify for a refund or exchange.

(6) Provide Tracking Number

Send the tracking number to customer service to ensure efficient processing.

(7) Processing Time

With tracking: Processing will be completed within 1–10 business days after receiving the return.
Without tracking: Processing may take 5–15 business days.

⚠️ Unauthorized Returns: Returns without prior approval or communication may result in additional costs and will not be processed.

6. Exchange Methods

Recommended: Buy First, Return Later (Faster)

Order the new product first
Return the original product with tracking number
After we receive the return, we will refund the original order within 1–10 business days

Direct Exchange

Send the original product to the address provided by customer service
Provide tracking number
After receipt, we will ship the confirmed replacement product

Shipping Costs for Exchanges:

Standard shipping (15–20 business days): Free for the replacement product.
Expedited shipping (4–7 business days): $25, paid by the customer.
Return shipping cost is borne by the customer
If the replacement product has a different value, we will contact you to arrange payment for the difference before shipping the new product.

7. Fees

Return Shipping & Duties: Paid by the customer
Important: Unauthorized returns or refusals may incur extra fees borne by the customer

8. Refund Methods

Original Payment Method: Refund to the original account, typically within 1–7 business days (depending on the payment platform). Refunds may take additional time if the payment platform experiences delays.
Gift Card: Issued within 3 business days, redeemable for any product on our website
Customers may choose their preferred refund method

9. Special Cases

Package Shows Delivered but Not Received: If tracking shows your package as delivered but you have not received it, please first check with family members, neighbors, or the courier. Please note: Contact service@fullshine.net within 5 days of the delivery date if the package is confirmed lost. Packages reported after 5 days will not be eligible for tracking assistance or compensation.
Received Wrong Product: Provide your order number and supporting photos so that our customer service team can review the case. After reviewing, we will guide you on whether an exchange or refund is appropriate.
Defective Product: Contact us within 5 days of receipt with photos or videos showing the defect. Our customer service team will review and guide you through the return or exchange process.