Customer Care & Policies

Our extensions are professionally colored before purchase. Additional coloring, toning, rooting, bleaching, lightening, perming, or chemical treatments are performed at the customer's or stylist's discretion and risk. Extension hair may process differently from natural hair.

We do not cover unwanted color results or damage caused by these treatments. A strand test is strongly recommended. Please report a suspected defect before chemically altering the hair so we can evaluate it in its original condition.

An alteration does not automatically exclude an unrelated manufacturing defect. Claims are assessed based on the cause of the concern.

Color may change with wear, washing, heat, water minerals, sun exposure, and product use. A change in tone alone does not establish a manufacturing defect.

Use extension-appropriate products, brush gently, keep heat at 350°F or below, and keep oils and conditioner away from attachment areas. Dry installed rows and bonds completely before sleeping.

Follow the Celestial Hair Care Guide for your extension type. Care routines and service timing should be tailored by your stylist.

1. Contact support@celestialhair.co with your name, order number or proof of purchase, and the affected product, shade, length, and quantity.
2. Include clear photos, the date the concern began, installation and maintenance dates, and products or chemical treatments used. Add the lot number if available.
3. Keep the affected hair and packaging while your claim is reviewed. Do not send items back until we provide authorization and return instructions.
4. If physical inspection is needed, we will arrange a prepaid return label within the United States. We will explain the inspection findings and our decision by email.

For purchases through a salon, include the salon receipt and salon details so we can verify the original Celestial purchase and applicable coverage.

For a verified manufacturing defect, Celestial Hair Co. will replace the affected product at no charge. If an equivalent replacement is unavailable, we will refund the amount paid for the affected product. A different shade or length will only be substituted with your agreement.

Coverage applies to the affected product; this limited warranty does not reimburse installation, removal, coloring, or other salon service fees, except where applicable law requires otherwise. Replacement coverage continues for the remainder of the original warranty period.

Expected wear life is not the same as warranty coverage. Longevity depends on installation, care, frequency of wear, and environmental exposure.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. Nothing in this policy limits rights or remedies that cannot legally be excluded, including applicable implied warranties.

Warrantor: Celestial Hair Co. LLC, 2207 N 5th St, Suite A, Elko, NV 89801, United States. For a printed copy, write to this address. This is a contact address; obtain authorization before mailing returned hair.