Return and Exchange Policy

At IVY Extension, your satisfaction is our priority. Here are our return and exchange policies, explained simply and clearly.

🚚 Shipping

• Shipping fee: $18 within Quebec
• FREE shipping on all orders of $500 or more (before taxes)

💇‍♀️ Hair Extensions

Exchange only — no refunds.

You have 10 days from the invoice date to request an exchange, upon presentation of your invoice (proof of purchase).

Conditions for an Exchange: The package must be 100% intact, meaning:

• the silver or gold string is still attached at the root of the hair ;
• the hair is still secured on the original cardboard, inside the bag ;
• the package is in its exact original condition, as at the time of purchase ;
• no treatment has been applied (no shampooing, no colouring, no cutting).

💡 Colour tip: screens can distort colours. For a 100% match, we recommend using the distributor’s colour ring before ordering.

Exchange Procedure — Step by Step:

1. Contact us by email.
2. Ship the extensions back to us at your own expense.
3. Upon receipt, we inspect them to verify they are truly intact.
4. We approve the exchange.
5. We ship the correct product back to you.
6. We send you an invoice for shipping fees only — the amount varies depending on your destination (Quebec or elsewhere in Canada).

🧴 Cosmetic Products (Shampoos, Treatments, etc.)

• Sealed product, never opened: exchange possible
• Opened product: no returns or exchanges, for hygiene reasons

🏷️ Clearance and Flash Sales

• Final sale: no returns or exchanges
• Promotions are not retroactive: no price adjustments after purchase

🛠️ Accessories and Work Tools

Exchange only, within 10 business days of the invoice date.

🔥 Heated Tools

Warranty of 1 to 2 years depending on the manufacturer. The exact period is indicated on your invoice.

🎁 Gift Certificates

• Final sale
• No expiry date
• Redeemable on products, services, and training

🎓 Training

Reservation fees are non-refundable.

💰 Fees

• Handling fees are non-refundable
• Return shipping fees are the customer’s responsibility

📧 Contact Us for a Return or Exchange

Email us at ivyextension@gmail.com including: your name, your invoice number, your phone number, a description of the item concerned. We will respond within 48 hours.

IVY Extension reserves the right to refuse a return in case of suspected fraud.