Terms of Service
Please read this information carefully as it contains important details about your rights and obligations as well as limitations and exclusions that may apply to you.
We will make every effort to match each order to your exact specifications. Because our natural hair is 100% virgin human hair and each individual piece comes from a separate donor we cannot guarantee hair color or texture. Our natural hair comes in a straight, wavy or curly pattern, the color will range between a natural 1, 1B, 2 and 4. In the event that color 1 Black is unavailable, Pristine Hair Company will substitute using color 1B Off black as not to delay shipment. In some cases, we may have natural lighter pieces that are available upon request but not guaranteed. Please be forewarned, if you are dissatisfied with the color or texture, we will exchange your purchase one time only. You may use the label provided to return your hair and we will do our best to meet your request based on the inventory on hand. If you are still dissatisfied with the color or texture of your purchase, any future returns must be done at your expense.
Credit card fraud and theft of our merchandise will be prosecuted to the fullest extent of the law. If your billing address is different than your shipping address you will be required to fill out a credit card authorization form and send supporting documentation before your shipment is released. If this is necessary a representative will contact promptly after your order has been placed.
Our business hours are Monday through Friday from 9:00 am to 6:00 pm PST. All orders received that have been cleared and processed will ship within the shipping period selected at check out. Orders placed over the weekend will be held and processed first thing Monday morning unless Monday falls on a holiday.
If any product is out of stock, unavailable or if we are just simply unable to fulfill your order we will contact you immediately to find out if you are interested in receiving a substitution.
Due to the nature of our products, all sales are final. Once a product is used, worn, installed or alter we can not refund, exchange, or except it back. Products that have been custom colored/dyed, at the request of the client or colored/dyed by the customer or their stylist are not refundable and may not be exchanged. We Have A 7 Day Exchange Policy For All Purchases by Our Customers made via www.pristinehaircompany.com. If Products are received and for any reason, the customer is NOT Satisfied you may return the product for an online store Credit or Exchange within 7 Days of purchase, as long as the purchase has not been altered or used. Please complete the form below to request an RMA number. This Only applies to online orders.
We take great pride in our product and it is 100% guaranteed. Since natural hair is reactive to a simple wash and deep conditioning product issues or concerns can often easily be remedied by implementing a simple care regimen. However, if you feel you've received a product that is not remedied by this regimen we want to hear from you. It is at the sole discretion of Pristine Hair Company to provide replacement hair upon request. If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item.
From time to time, Pristine Hair Company, at its sole discretion, may exchange products or portions of a product under the following conditions: One time exchanges are accepted within 7 days of hair delivery date. Prior notice must be given to Pristine Hair Company. Client assumes responsibility for round trip shipping. We will not accept any merchandise which has been used or altered (brushed, combed, picked, cut, removed from the weft or processed) in any way. According to the Federal law, you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns, and federal law. Please return the item in the original and resalable condition as a necessary health precaution. Note that perming, coloring, lifting, rinsing, removing the hair from the weft or otherwise processing the hair voids ALL EXCHANGE AND REPLACEMENT guarantees. Product must be exchanged for something of equal or greater value. No refunds will be permitted. You must send the product back to us in order to process the exchange. In order to process an exchange, the unwanted product would need to be sent back using our pre-addressed labels. Once your product has been received it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.
For your convenience, it's always advisable not to wait until the last minute to place your order. If you have a deadline, hair appointment or other engagement it is always wise to order far enough in advance to allow for unanticipated delays. We will give you a delivery estimate when you place your order based on the information we receive from our shipping partner. We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust USPS to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact us. Incomplete or incorrect address information is the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package. Your order will be shipped via UPS to the address you provide. It is extremely important that you give us the most accurate and complete information possible. 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. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.
If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit, please contact us immediately. We will contact USPS right away and initiate a trace for your package and have them start an investigation. If it is determined that your shipment has been lost a replacement will be sent.
International Shipments must clear customs. The rules and requirements for customs clearance vary from country to country. It is the customer's responsibility to pay any additional taxes, fees or duties or to arrange for any permits or special paperwork that may be required. Invoices are sent with all shipments. This is the only document that will be sent with your shipment.
Pristine Hair Company reserves the right at our discretion to make changes to prices, policies, and procedures. Please check this page periodically for changes.
LIMITATION OF LIABILITY
Pristine Hair 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. Pristine Hair 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, Pristine Hair Company Inc. is not liable or responsible for any amount of damages above the aggregate dollar amount paid by the 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, Pristine Hair Company is not liable or responsible for any amount of damages above the aggregate dollar amount paid by the customer for the purchase of services under this agreement.
PRIZES AND COMPENSATION
Any purchases made at trade shows, or received as prizes or for compensatory purposes, are not permitted to be exchanged or returned. Note: If you need further clarification about our Terms and Conditions or have general questions please call (415) 267-3955 Ex1
or email us at
PHOTOS ON WEBSITE
All photographs, logos, product names, and banner artwork are protected under National Copyright legislation. These items may not be reproduced or redistributed without the express written permission of Pristine Hair Company. Any and all violations set upon Pristine Hair Company intellectual property will be treated as deliberate Copyright infringement and will result in immediate legal action against the individual and corporate entities responsible.