Products on Clearance or Big Flash Promotions: No Refunds or Exchanges

We would like to be transparent about our policy regarding products on clearance or in a lightning promotion, especially during events such as Black Friday, Cyber Monday, etc. To avoid any ambiguity, please note the following rules explicitly:

• No Refunds or Exchanges: Products on clearance or flash promotion are under no circumstances subject to refund or exchange. Once a purchase has been made, the transaction is considered final. We cannot accept returns or exchanges on these items.
• Exclusion of Future Discounts: Future discounts of any kind are non-refundable. This means that if a product is purchased during a promotional period, and an additional discount is applied to that product at a later date, no refund will be given for the price difference.
• Non-Retroactivity of Promotions: Promotions are not retroactive under any circumstances. If an item is purchased prior to the start of a promotion, no price adjustment will be made to reflect the promotional discount after the date of purchase.

These rules are in place to ensure clarity and fairness in our business dealings. We encourage you to familiarize yourself with these terms and conditions prior to any purchase to ensure mutual understanding and a satisfactory shopping experience.

Cleaning Products and Cosmetics: Final Sale for Hygiene Reasons

We would like to inform our valued customers that all cleaning products, such as shampoos and other cosmetic items, are formally considered as final sales. This measure has been introduced in strict compliance with the most rigorous hygiene standards.

Our commitment to product quality and safety is paramount. Once these items have left our facilities, we are unable to accept them back or exchange them. This restriction is designed to preserve the sanitary integrity of our products, ensuring an optimal user experience for every customer.

We ask you to take this policy into account when making your purchases, and to select your products with full knowledge of the facts. We remain available for any further clarification or questions you may have. Your understanding and cooperation are greatly appreciated as we strive to maintain the highest standards of quality and hygiene in all our products.

Hair extensions

Silver or gold string at the root

When returning hair extensions, it is imperative that they are returned with the silver or gold string always positioned at the root. This specification is designed to ensure quick and accurate identification of the top of the extensions, facilitating the receiving and inspection process.

No treatment applied

Hair extensions must be returned untreated. This includes any form of intervention, such as the application of shampoo, coloring, cutting or the use of other hair care products. Returning extensions in their original condition is essential to maintain the quality and integrity of the product, ensuring a satisfactory exchange experience.

In short, these restrictions are designed to ensure that returned extensions are in a condition identical to that in which they were originally received, minimizing potential alterations and ensuring compliance with the company’s established quality standards.

Clarification on Choice of Extensions Colors:We wish to inform our valued customers that each item, including our hair extensions, is accompanied by a photo illustrating each available color. We strongly encourage our customers to consult these images for a visual representation of the available shades.

However, to guarantee a 100% color match, we strongly recommend using the distributor’s color chart, available for purchase on our website and in-store. Color variations from one screen to another are inevitable, and working with the distributor’s color chart ensures maximum precision in color selection.

It is important to note that, due to display differences between screens, we cannot be held responsible if the color perceived on the screen does not correspond perfectly to reality. Consequently, we cannot accept responsibility for any exchange you may have to make for this reason.

Accessories and Work Tools

Exchange period: We understand the importance of having accessories and work tools perfectly adapted to your professional needs. That’s why we’ve introduced a 10-business-day exchange period, starting on the invoice date, for all accessories and work tools you’ve purchased. This period has been carefully defined to give you sufficient time to thoroughly examine your newly purchased products.

During these 10 days, we strongly encourage you to carefully inspect each accessory and work tool. This allows you to ensure that these items meet your specific professional expectations in every respect. In the event of incompatibility or any other justified reason, you have the option of exchanging them.

This exchange period has been specially designed to give you the flexibility you need for your business activities. We are committed to ensuring that every product you buy from us fully meets your standards, and this 10-day window allows you to adjust your selection if necessary.

We remain at your disposal to answer any additional questions or concerns you may have during this crucial period. Our commitment is to provide you with a hassle-free purchasing experience perfectly aligned with your business needs.

Heated Tool Warranty : Reliability and Transparency

We understand the importance of the durability of your heating tools. That’s why we offer a 1 to 2-year warranty, in line with the manufacturer’s policy. The warranty period specific to your product is always clearly indicated on every invoice, whether you made your purchase in-store or online.

This warranty takes effect from the date of purchase, ensuring effective protection for your investment. It is crucial to note that warranty terms are determined by the manufacturers themselves, and we are committed to applying their guidelines transparently.

We encourage you to consult the warranty period mentioned on your invoice, and to keep this document in a safe place. In the event of a problem covered by the warranty, don’t hesitate to contact us. Our team is here to ensure a worry-free customer experience and to guide you through the warranty claim process in accordance with the terms established by the manufacturer.

Gift certificates

Gift certificates issued by IVY Extension are considered final sales and are not subject to cash refund. However, they carry no expiry date, offering maximum flexibility for their use.

To guarantee the validity of a gift certificate, it must be duly identified by a member of staff, with signature, and must be associated with the corresponding invoice number in IVY Extension’s billing system.

Gift certificates are applicable to all products, services or training courses offered by IVY Extension. However, their use is conditional on an amount equal to or greater than the consumer’s initial purchase. If the purchase amount is less than the value of the gift certificate, the monetary difference will not be reimbursed in cash.

This policy aims to ensure a transparent and fair experience for our gift certificate customers, while preserving the flexibility and value of gift certificates.

Training Placement Guarantee: Booking and Fees

To ensure that you have an enriching and personalized training experience, we offer our sessions in small groups, with a limited number of places per cohort. When you book a date with us, a reservation fee is applied at all times to guarantee your place at the training session at the time and date of your choice.

It is essential to note that reserved dates are non-exchangeable. This policy is in place to maintain an optimal balance between the number of participants and the quality of interaction within the small group. Booking guarantees not only your place at the chosen session, but also the availability of the resources you need to learn.

It’s important to realize that the reservation fee is non-refundable if you choose not to attend on the dates you’ve booked. This is to ensure fairness to all participants and to maintain the effectiveness of our training programs.

We thank you for your understanding and look forward to welcoming you to our training sessions, where every place reserved is a unique and valuable learning opportunity.

Handling and Return Charges

Handling charges : Handling charges, shown on your purchase invoice, are the costs incurred to prepare and pack your order. It is crucial to understand that these charges are not creditable under any circumstances. In other words, they cannot be refunded or deducted from the total amount of your order. These charges cover the logistical efforts made to ensure that your order is carefully processed and ready for dispatch in the best possible conditions.

Return shipping costs : Return shipping costs are the responsibility of the customer. When you choose to return an item, the costs associated with shipping that item to our processing center are your responsibility. These costs include packaging, shipping and tracking to ensure the safe return of the merchandise. It is important to note that these return fees are separate from the handling fees originally paid at the time of purchase.

New Product Fees : If you opt for an exchange and choose a new product as a replacement, the costs associated with shipping this new product will also be borne by the customer. These costs cover the logistics of preparing, packing and shipping the new item to the specified address. It is advisable to take these costs into account when deciding on a possible exchange.

This clarification is intended to ensure complete transparency regarding the costs associated with the handling, return and exchange processes. We are available to answer any further questions and assist you with these steps, ensuring a satisfactory and unequivocal customer experience.

Initiating a Return : Detailed procedure

To initiate the return process on eligible items, we invite you to follow the steps below:

Contact by Email : Send an email to ivyextension@gmail.com to inform our team of your intention to return an item. Be sure to provide a detailed message including the following information:

1. Your full name.
2. The invoice number corresponding to the purchase of the item.
3. Your telephone number for further communication.
4. A brief description of the item you wish to return.
5. Also mention the new item you plan to receive in exchange, if applicable.
   
   

Processing and Confirmation : Our dedicated returns team will review your request within 48 hours of receipt. A confirmation response will be sent to you within this timeframe to approve your return request. This confirmation will include further instructions on how to proceed, as well as any relevant information regarding your return.

Ongoing assistance: Please do not hesitate to contact us at any time for further assistance or to ask questions about the returns process. Our team is dedicated to providing exceptional service and ensuring your satisfaction throughout the process.

We appreciate your understanding and cooperation in this process, and are here to offer you personalized support every step of the way. Your satisfaction remains our priority, and we look forward to providing you with a hassle-free customer experience.

Fraud prevention

We attach the utmost importance to the security of our transactions and the protection of our customers against any attempt at fraud. As part of this commitment, please note that we reserve the right to refuse to ship a product and to cancel a transaction if we have good reason to believe that the transaction may be fraudulent.

This may include, but is not limited to, signs of suspicious behavior, inconsistent payment information, or any other activity that raises legitimate doubts about the integrity of the transaction. This is to protect our customers and maintain the integrity of our business operations.

We assure you that all information provided in connection with your transactions is treated with the utmost confidentiality and in compliance with all applicable laws and regulations. We thank you for your understanding and cooperation in ensuring the security of your transactions and maintaining an environment of trust for all our customers. Should you have any questions or concerns, please do not hesitate to contact us.

Important Note on Policies and Fraud Prevention

We wish to emphasize that our policies, while designed to provide a transparent and fair experience, may be subject to adjustment without notice. We reserve the right to make changes as necessary to respond to market developments, legal requirements, or to further improve our services.

Furthermore, as part of our commitment to integrity and trust, we reserve the right to refuse an item return if we have good reason to believe that the exchange process is ill-intentioned, dishonest, or likely to involve elements of fraud. This is to protect our loyal customers and ensure the security of our business operations.

We thank our customers for their understanding and cooperation in respecting these policies, which contribute to maintaining a relationship of mutual trust. Our team remains at your disposal for any further clarification or to address any concerns you may have. We appreciate your continued confidence in our products and services.