Refund policy



At Texture Theory Atelier, every bundle is handcrafted and carefully inspected before it reaches you. Because our products are made from 100% human hair and are considered personal hygiene items, we maintain strict return and refund guidelines to ensure the quality, safety, and integrity of every order.

By placing an order with Texture Theory Atelier, you acknowledge that you have read and agreed to the policy below.

Quality Guarantee

Every order undergoes a comprehensive quality inspection before shipment. Each bundle is examined for:

  • Texture consistency
  • Length accuracy
  • Density
  • Construction quality
  • Overall craftsmanship

Only after passing our quality control process is your order approved for shipment.

Because Every Bundle Is Unique

Our bundles are crafted specifically for your order and are not selected from pre-made inventory sitting on a shelf.

Because we work with 100% human hair, slight variations in:

  • Curl pattern
  • Density
  • Luster
  • Texture appearance
  • Natural movement

are completely normal and make every bundle unique. These natural variations are not considered manufacturing defects.

Additionally, curl definition may vary depending on washing methods, styling products, humidity, drying techniques, and daily maintenance.

For the best experience with your bundles, we strongly encourage every customer to visit our Learn page for texture-specific care guides before washing or styling their hair.

Returns

For hygiene and quality assurance reasons, all sales are considered final once the original packaging has been opened.

Returns will not be accepted if:

  • The package has been opened
  • The security seal or zip tie has been removed
  • Any bundle has been opened, even if others remain sealed
  • The hair has been installed
  • The hair has been washed
  • The wefts have been cut
  • The hair has been brushed excessively or altered
  • The hair has been chemically processed, including bleaching, coloring, perming, or relaxing
  • The hair has been exposed to excessive heat styling
  • The product has been damaged due to improper care

Eligible Return Requests

If your order remains completely unopened, unused, and in its original sealed packaging, you may request a return within 14 days of delivery.

Once a return is approved:

  • The item must be shipped back within 2 business days
  • Return shipping costs are the responsibility of the customer unless Texture Theory Atelier made an error with the order.

Approved refunds will be issued to the original payment method after the returned item passes inspection.

Store credit may also be offered when appropriate.

Texture Expectations

Because texture is a personal preference, dissatisfaction based solely on texture preference does not qualify for a refund.

Examples include:

  • "The curls are tighter than I expected."
  • "The curls loosened after washing."
  • "This wasn't the texture I imagined."
  • "It doesn't blend with my hair."

These situations are not considered product defects.

However, we are committed to helping you find your perfect match.

In these situations, our team may:

  • Provide a complimentary texture consultation
  • Refer you to our Texture Quiz
  • Offer a discount toward a future purchase when appropriate

Shedding & Tangling

Human hair naturally sheds over time.

A small amount of shedding during installation, washing, or brushing is considered normal and is not a manufacturing defect.

Tangling caused by:

  • Coloring
  • Bleaching
  • Chemical processing
  • Excessive heat
  • Improper maintenance
  • Failure to follow our care recommendations

does not qualify for a refund or replacement.

Improper care voids any eligibility for return or refund.

Manufacturing Errors

While every order is inspected before shipment, mistakes can occasionally happen.

If you believe you received:

  • The incorrect texture
  • The incorrect length
  • The incorrect quantity
  • A product with a significant construction issue before installation

please contact us within 48 hours of delivery.

To evaluate your claim, we require:

  • Clear photos
  • A clear video
  • The original Texture Theory tag attached to the bundle
  • The bundle must remain completely unused and uninstalled

Our quality team will carefully review your claim before determining eligibility for a replacement or refund.

If You Believe You Received the Wrong Texture

If you believe you received the wrong texture:

  • Do not install the hair.
  • Do not wash or alter the hair.
  • Keep the original tag attached.
  • Submit clear photos and a video showing the bundle.

Our texture specialists will evaluate your submission.

If the bundle is determined to match the texture ordered, the order will not qualify for a refund. However, we are happy to provide a complimentary texture consultation and may offer a discount toward a future purchase.

If we determine that Texture Theory Atelier shipped the incorrect texture, we will provide a prepaid return label and resolve the issue at no additional cost to you.

International Orders

At this time, we do not accept international returns.

Customers are responsible for any applicable:

  • Customs fees
  • Duties
  • Taxes
  • Import charges

These fees are non-refundable.

Hygiene Policy

Due to the intimate nature of human hair extensions, all Texture Theory Atelier products are considered personal hygiene items.

For the safety of every customer, we cannot accept returns or issue refunds once the original packaging has been opened or the security seal has been removed.

Contact Us

If you have any questions regarding your order or believe you have received an incorrect item, please contact us as soon as possible.

We are committed to providing exceptional customer service and will do our best to ensure every customer finds the Texture Theory collection that's right for them.

Texture Theory Atelier reserves the right to refuse returns or refunds that do not meet the requirements outlined in this policy.