Hair maintenance is your responsibility. If you have damaged*, cut or bleached your hair extensions and are not satisfied with the outcome as a result, please note that we are not held responsible for your actions and are not able to offer an exchange or a refund.
*The definition of "damage" is: "Physical harm that impairs the value, usefulness, or normal function of something". Examples are, but not limited to: "tangling of lace closure or frontal after receiving it in perfect and immaculate condition, cutting bundles or lace systems, bleaching of hair or lace, texturising curls or applying chemicals that interfere with, or impair the natural state of hair, hairline customisation, excessive plucking" etc.
Unlike "Virgin Hair" (VH), Raw Hair (RH) is 100% unprocessed, dead hair, which therefore may feel "drier or rougher" in comparison. Of course this varies and entirely depends on the health and texture of its original hair donor. After-all, our slogan "Sisters, not twins" underlines the concept of our single donor hair, which simply means that though similar by nature, not every bundle will be 100% identical, but true to its native origin. Therefore, you may well observe different shades or textures within a hair origin.
If you are used to VH you will have noticed that the presence of chemicals and silicons makes maintenance initially a lot easier, until it wears off after a few weeks. As VH is processed it appears shinier and has a palpable "greasy slip". This becomes apparent when washing lace closures and frontals. The presence of which makes detangling a breeze. However, raw hair closures/frontals, if incorrectly handled (such as rubbing the hair closure/frontal against itself, or not using the correct hair tool i.e. here), tangling as a matter of fact may occur due to the lack of these "slippery" silicons.
Due to the absence of these chemicals in RH a healthy and careful hair care routine is indispensable, as our hair is extremely delicate, which for obvious reasons require a different, careful handling than what you may be used to.
Every single item undergoes vigorous quality inspection before being placed into inventory and a secondary assessment is completed before being shipped to the customer. Please ensure you wash and treat the hair according to the nature of the product (read our hair care guide here) and ask questions if unsure of how to handle. We are not held accountable for hair that has been damaged due to improper handling or incorrect use of tools and hair care products.
We encourage every customer and Raw-Hair-Newbie to independently research before purchasing raw hair and once bought, establish a hair care routine that works for you. Should you have any questions please do get in touch with us and we are always happy to assist you in your raw hair journey.
