Refund policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it—unworn/unused, with all tags attached, security seals fully intact, and in the original packaging. You’ll also need the receipt or proof of purchase.
Note: Due to hygiene standards, opened or altered hair extensions are final sale (including brushed, washed, toned, dyed, cut, heat-styled, or installed hair).
To start a return, contact us at cartemanebrand@gmail.com. Please note that returns will need to be sent to the following address: 201 W Franklin St. Monterey Ca, 93940.
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
You can always contact us for any return question at cartemanebrand@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so we can evaluate the issue and make it right. Please include your order number and clear photos.
Exceptions / non-returnable items
Certain types of items cannot be returned, including opened hair extensions, custom or special-order colors, color rings, promotional kits, and gift cards. We also do not accept returns for hazardous materials, flammable liquids, or gases.
Sale items are final sale.
If you have questions about your specific item, please get in touch.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (if eligible). Once the return is accepted, make a separate purchase for the new item.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Hygiene exception: For health and safety reasons, unsealed hair extensions are not eligible for return once the seal is broken.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Remember it can take time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at cartemanebrand@gmail.com.