Return and Exchange Policy

What is your return policy?

Intacte Hair will offer free returns within 60 days of receiving our product(s) on condition that the products haven't been opened, worn or tampered

  • All Intacte Hair extensions come sealed with a security void label. Once opened, the hair cannot be exchanged or returned for any reason. This is according to Regulated Hygiene Laws, hair extension returns and exchanges must have the seal intact and not broken, no exceptions can be made. 

How can I make sure I have the product I want without opening the package?

  • If you are concerned about the color or the texture, Our packages is desgin to show the texture and color of the hair as clearly as possible. Therefore, you'd be able to see the color without opening it. If you'd like to make sure, we recommend that you could add a free sample when you place the order. Please do not open the product until you are sure the color will work for you or your client.
  • If you are concerned about the quality, Intacte Hair is the only brand providing 6-month quality guarantee against manufacture defects. Click here to see our quality guarantee policy.

What is the return and exchange process?

For return

  • please email us at We will make sure the product is unopened, and prepare a return label for you. 
  • Please ship the item within 7 days after you get the return label, or we are unable to proceed your return. 
  • Once we receive your returns, inspections will be made to see if the package is unopened and the product is not worn or tampered. 
  • We will proceed your refund immediately if the return meets inspection requirements.

For exchange

  • Please return your product first. Once we proceed the refund, you may purchase the product you need.  

If you have any questions, please email us at for further information.

Why was my package returned to sender? What happened to my order?

Packages can be returned to sender for various reasons:
- Incorrect Address
- Unclaimed Package
- Carrier cannot access address
- Too many failed delivery attempts

If your package has been returned to sender, please contact our customer concierge team via email at 

Can I edit/cancel my order?

Although we’re unable to edit the contents of your order after it’s been placed, we can often help you cancel your order completely depending on how far along your order is in the packaging process.


To request to cancel your order:

  • Log in to your Intacte Hair account and head to your Orders & Returns.
  • Select Request Cancelation
  • Navigate to the Request drop-down, select the request and fill in any necessary information.
  • Click “Request” to submit.


Please note: Only order cancellations within one hour of order placement are guaranteed. Depending on how far along your order is, we may not be able to make the update in time, but we'll send you an email within 48 hours to let you know if your request was successful. Any requested changes will impact the entire order where possible, whereas individual items cannot be edited or canceled.


Please note: Once an order has been fulfilled and shipped by our warehouse, we cannot cancel the order.


We appreciate your understanding. If you need immediate assistance, please contact us at Monday-Friday 9am-9pm (ET) excluding local and national holidays.