Returns.asp
We
pride ourselves on crafting a quality product and delivering excellent service
to our customers. This page is posted to make our customers aware of our
company policies and procedures.
ORDER
PAYMENT
Full
payment is required at the time the order is placed, and the customer's credit
card will be charged for the entire amount of the order plus shipping fees.
We
accept Paypal, Visa, MasterCard, American Express and Discover. Given that all of our products are made to order, we DO NOT OFFER REFUNDS, EXCHANGES ONLY.
ORDER
CHANGES
DESIGNED BY NATURE COLLECTION:
Order changes cannot be made for the DBN Collection because this product is processed on a
made-to-order basis and shipped in 7-10 business days.
SHOWCASE
RUSSIAN FEDE:
Due
to the time-sensitive manner in which these items are sold; no order changes
are NOT permitted on the Showcase Fede Collection.
CLASSIC
FEDE COLLECTION:
We
begin working on an order immediately after the order has been placed. Changing
a customer order requires us to completely start our work over and this time
cannot be reclaimed. Therefore, there are fees for order changes. Email us at customercare@jacebeauty.com
to inquire about order changes.
These
are the order change fees for the Classic Fede Collection:
(Please note any changes to an order may extend production time)
1-3
days after order: $25.00
NO changes after 3 days permitted.
BULK HAIR POLICY
Due to the nature of loose hair, and the
possibility of incorrect installation, which could result in the hair strands
being inverted, no exchanges or refunds can be offered on bulk hair purchases.
HAIR
WAVE PATTERNS AND TEXTURES (Fede Collection)
The
hair that we offer in the Russian Fede Collections are raw, healthy,
unprocessed hair. This means that there is no guarantee to exact wave patterns
whether deep or loose; minimal frizz or heavy frizz; flyaways, and any other
unique characteristic of raw hair. Please be advised of this when ordering. If
you are looking for perfectly uniform curls or waves, or texture- please do not
purchase! You will not be satisfied. This is a completely raw product!
ORDER
CANCELLATIONS
DESIGNED BY NATURE
COLLECTION:
1-3 calendar days after order: 25% penalty
4-7 calendar days after order is placed: 50% penalty
NO CANCELLATIONS AFTER 7 DAYS
We
begin working on an order shortly after the order has been placed. Cancelling a
customer order that was being made-to-order for that specific customer, is
disruptive to production and causes potential waste. Therefore, cancellation
fees are assessed.
SHOWCASE
RUSSIAN FEDE:
Due
to the time-sensitive manner in which these items are sold; once you purchase a
Showcase Fede Collection- it is yours. The order cannot be cancelled. The item,
however, is still covered under our Quality Guarantee.
CLASSIC
FEDE COLLECTION:
1-3
days after order: No penalty
Over
3 days after order is placed: 50% cancellation fee
We
reserve raw material with certain specifications to try to accommodate a
customer's specific requests. When cancellations occur; it is disruptive to the
production process; as we have to hold the merchandise until another customer
requests the same specifications. Also, during times of very rapid sales and
high demand, a customer cancellation may also mean that another customer was
denied the opportunity to purchase during the Russian Fede scheduled release.
Jace
reserves the right to cancel an order at any time, at its sole discretion, and
issue a full refund to the customer.
EXCHANGES
SHOWCASE
RUSSIAN FEDE:
Due
to the time-sensitive manner in which these items are sold; once you purchase a
Showcase Fede Collection- it is yours. The order cannot be exchanged. The item,
however, is still covered under our Quality Guarantee.
DBN
COLLECTION & CLASSIC RUSSIAN FEDE:
Restocking
fees are charged on all exchanges because the custom sorting, blending &
matching OR processing have already been completed once on the original order.
These are actual man hours and labor that have been spent. Also, the exchanged
bundles have to be re-washed, re-conditioned, re-weighed, dried and re-packaged;
then, matched with new pieces. We advise customers to thoroughly inspect their
order immediately upon receipt to determine if they are satisfied.
Exchanges
are permitted under the following conditions:
-Customers
must notify us via email at: 1customercare@jacebeauty.com within 48 business
hours of receiving their item to inform us that they wish to exchange an item.
If we do not receive notification from the customer in this timeframe; an
exchange will not be granted.
-All
products must be returned within 10 days from original delivery to customer.
-Customer
is responsible for the shipping costs to return the original items to us. We
advise using a carrier with tracking service and insurance to protect your
investment. We cannot be held liable for packages lost in transit.
-Customer
is responsible for shipping fees to ship the new item(s) out.
-Shipping
costs must be paid before new items will ship out. Customer Care department can
provide instructions for paying shipping fees.
-Items
can be exchanged for items of equal value. If a customer would like to exchange
for an item of higher value; the customer is required to pay the difference for
the higher priced items.
-Products
must be unused, unaltered, with original fasteners in place and unbroken, to be
eligible for an exchange. Items determined to be used, damaged, styled, cut,
wefts tampered with, or otherwise altered will be rejected; and will not be
eligible for an exchange. Items that are rejected for exchange will be returned
to the customer at the customer's expense.
-A
15% restocking fee applies to all items.
-Please
read this policy carefully prior to sending your pieces in for an exchange.
IN
THE CASE OF A PRODUCT DEFECT
We
truly believe in our product and are proud to offer the highest quality to our
customers. Although defects are not common, they may arise. If you are
encountering issues with your product and believe it is defective; please
contact us within 30 calendar days from the date of delivery of your order. A
member of the Customer Care staff will provide you with the correct return
address for you to ship back the items in question, so they can be evaluated.
If
the product is deemed by Jace Beauty to be defective, Jace Beauty will replace
the items in question and ship the replacement to the customer free of charge
using the shipping method of Jace Beauty's choice. All sales are final. REFUNDS
WILL NOT BE ISSUED FOR ANY PRODUCT DEFECT, ONLY EXCHANGES.
Please
be aware that any chemical process done to the items such as, but not limited
to, dyeing, highlighting, rinsing, perming will completely void the replacement
policy on such items. Also, any other processing done to the hair including
removing hair from the weft will also void the replacement eligibility of such
items.
We
are not able to send replacements based on pictures, or videos, or other images
depicting an item in question. The item must be returned before a replacement
will be sent.
Jace
Beauty will not be liable for any hair extension installation fees or stylist
fees (see Limitation of Liability in this policy).
Clearance
items, Promotional Sale items, Discontinued items and Custom Orders are final
sale.
USE OF FRAGRANCE
All Jace hair comes fragranced with our signature scent. Should you have sensitivities; or desire to have your hair to be packaged without fragrance, please email Customer Care within 24 hours after placing your order.
JACE WIGS
Wig cap color or material may be changed, without notice, if deemed necessary for the proper construction and of the wig.
All wig sales are final. Please be sure of your options before purchasing.
POLICY
CHANGES
Jace
Beauty Company reserves the right at our discretion to make changes to prices,
policies and procedures. Please check this page periodically for changes.
SHIPPING
Orders
will not be shipped to shipping address that differ from customer's verified
billing address. Customers are notified of the planned production time at the
time of purchase. Classic Russian Fede products ship according to the timeframe listed on the product page. Showcase Russian Fede ships in 2 days after purchase. Holiday
office closings and weekends are not business days and should not be included
in production timeframes. Please keep in mind that products ordered during
holiday or promotional sales may carry increased production times. We recommend
ordering far in advance to allow for unanticipated delays. We are not
responsible for late shipments due to increment weather, holidays, natural
disasters, or carrier delays. Jace Beauty reserves the right to change the
delivery carrier/method to a comparable selection. If your package is delayed
we will not offer a reimbursement of shipping charges.
CORRECT
SHIPPING INFORMATION
Please
be sure to check the address information you are submitting with your order.
Incorrect addresses can greatly delay package deliveries. If an address
correction needs to be done after your order has shipped, you will be charged
the $16 fee that the carrier charges us to complete that change.
No
refunds will be issued for refused or abandoned shipments. If a shipment is
returned to us due to a bad address, you will be responsible for additional
shipping charges to reship the package.
SUPPLEMENTAL
CUSTOMER INFORMATION AND ORDER PROCESSING
On
some occasions, we may require additional verification information to verify
that a purchase is being made by the actual cardholder. Some qualifying
situations may include but are not limited to international orders, high dollar
amount orders, and other situations. This additional request for verification
is for your protection. Jace Beauty, and all entities therein, reserves the right to refuse services to anyone as deemed necessary by our company for our business purposes. Any order can be canceled and refunded at any time under our discretion.
INTERNATIONAL
CUSTOMERS
International
customs clearance requirements vary by country. Customers are responsible for
any additional taxes, fees or duties or to arrange for any permits or special
paperwork that may be required in their country.
LIMITATION
OF LIABILITY
Jace
Beauty Company, does not accept liability beyond the remedies set forth herein,
including any liability for products not being available for, or the provision
of services and support. Jace Beauty Company will not be liable for consequential,
special, indirect or punitive damages even if advised of the possibility of
such damages, or for any claim by any third party except as expressly provided
herein. This limitation of liability applies both to products and services.
Customer agrees that for any liability related to the purchase of products,
Jace Beauty Company is not liable or responsible for any amount of damages
above the aggregate dollar amount paid by customer for the purchase of products
under this agreement. Customer agrees that for any liability related to the
purchase of services not bundled with products under this agreement, Jace
Beauty Company is not liable or responsible for any amount of damages above the
aggregate dollar amount paid by customer for the purchase of services under
this agreement.