Return & Refund Policy

SUE’S COLLECTION / LUSSOCAPELLI

RETURN, EXCHANGE & REFUND POLICY

At Sue’s Collection / LussoCapelli, we take pride in providing premium-quality human hair extensions and hair products. For health, hygiene, and quality-control purposes, all returns and exchanges must meet the requirements outlined below.

30-DAY RETURN & EXCHANGE POLICY

Eligible products may be returned or exchanged within 30 days of the delivery date, provided they remain in their original, unopened, unused, and unaltered condition.

To qualify for a return or exchange:

• The original packaging must be intact.
• All security seals, ties, bands, labels, and tags must remain attached and unbroken.
• Hair must not have been worn, installed, brushed, combed, washed, cut, colored, toned, bleached, chemically treated, heated, styled, or otherwise altered.
• All pieces, accessories, and materials originally included with the product must be returned.
• The product must be in its original, resalable condition.

Products that do not meet these requirements may not qualify for return, exchange, or refund.

HAIR EXTENSIONS & HYGIENE

For health, hygiene, and quality-control purposes, Sue’s Collection / LussoCapelli treats human hair extensions as personal-use products.

Once the packaging or security seal has been opened, removed, broken, or otherwise tampered with, the hair is no longer eligible for a standard return or exchange.

We strongly recommend checking the color, length, texture, extension method, and quantity before opening the packaging or installing the hair.

If you are uncertain about your selection, please contact us before opening the product.

INSTALLED OR ALTERED HAIR

Hair that has been installed, worn, cut, colored, toned, bleached, washed, chemically processed, heated, styled, or otherwise modified is considered used and cannot be returned or exchanged under our standard return policy.

Professional installation does not change this policy.

Customers and professional stylists are responsible for carefully inspecting the hair, including its color, length, texture, quantity, and overall condition, before opening, altering, or installing it.

QUALITY OR MANUFACTURING CONCERNS

If you believe your product has a manufacturing or quality issue, please contact Sue’s Collection / LussoCapelli as soon as possible.

Quality concerns are reviewed individually and may require:

• Photos or videos clearly showing the reported issue.
• Proof of purchase.
• Original product packaging and identifying information.
• Information regarding installation, maintenance, and products used on the hair.
• Return of the hair or product for physical inspection.

Please do not discard, alter, continue using, or dispose of the hair or its packaging while a quality claim is being reviewed.

Submitting a quality concern does not automatically qualify the product for a refund.

After reviewing and, when necessary, inspecting the product, Sue’s Collection / LussoCapelli will determine whether the issue qualifies for a replacement, exchange, store credit, refund, or another appropriate resolution, subject to applicable law.

Damage or deterioration resulting from improper installation or removal, excessive heat, coloring, bleaching, toning, chemical processing, improper maintenance, misuse, failure to follow recommended aftercare, or normal wear is not considered a manufacturing defect.

INCORRECT OR DAMAGED ORDERS

If you receive an incorrect product or a product that appears to have been damaged before or during delivery, please contact us promptly.

Please provide:

• Your order number.
• Photographs or video of the product.
• Photographs of the original packaging and shipping materials.
• A description of the issue.

Do not open, install, alter, use, or discard the product or its packaging while the claim is being reviewed.

If Sue’s Collection / LussoCapelli determines that an incorrect or qualifying defective product was supplied, we will provide an appropriate resolution and, where applicable, cover reasonable return shipping costs.

COLOR & TEXTURE

We make every reasonable effort to accurately represent our products online. However, screens, lighting conditions, photography, camera settings, and individual device displays may cause colors to appear differently.

Because human hair is a natural product, minor variations in color, tone, and texture may also occur.

Please confirm your color selection before opening the package.

If you are uncertain about your shade or product selection, we recommend contacting Sue’s Collection / LussoCapelli for assistance before opening the product.

Minor color or texture variations that are normal characteristics of human hair do not necessarily constitute a manufacturing defect.

FINAL-SALE ITEMS

Products specifically identified as Final Sale, Clearance, Special Order, Custom Order, or Promotional Sale are not eligible for standard return or exchange unless otherwise stated at the time of purchase or required by applicable law.

For health and hygiene reasons, certain opened accessories, hairpieces, toppers, ponytails, buns, extensions, and similar personal-use hair products may also be considered final sale once opened or unsealed.

A final-sale designation does not prevent Sue’s Collection / LussoCapelli from reviewing a legitimate manufacturing or fulfillment concern.

REFUNDS

Once an eligible return has been received, please allow up to 5 business days for inspection and processing.

If the return is approved, the refund will be issued to the original form of payment.

After a refund is processed, additional time may be required for the funds to appear in your account depending on your bank, credit card issuer, or payment provider.

Unless otherwise required by applicable law:

• Original shipping charges are non-refundable.
• Rush or expedited shipping charges are non-refundable.
• Delivery fees are non-refundable.
• Installation and salon service charges are non-refundable.
• Handling or other service charges are non-refundable.

Return shipping costs are the responsibility of the customer unless Sue’s Collection / LussoCapelli determines that an incorrect or qualifying defective product was supplied.

EXCHANGES

Approved exchanges are subject to product availability.

If the replacement product has a higher price than the original product, the customer must pay the difference before the exchange is completed.

If an identical replacement is unavailable, Sue’s Collection / LussoCapelli may offer another appropriate option depending on product availability and the circumstances of the exchange.

RETURN AUTHORIZATION

Please contact Sue’s Collection / LussoCapelli before sending any product back to us.

Unauthorized returns may be refused or returned to the sender.

When requesting a return or exchange, please provide:

• Your name.
• Order number.
• Product being returned.
• Reason for the return or exchange.
• Any requested photographs or supporting information.

Once a return is authorized, the approved product should be shipped within 7 calendar days of receiving return authorization. Returns shipped after this period may require additional approval or may be refused.

Obtaining return authorization does not guarantee that a refund or exchange will be approved. Returned products remain subject to inspection and the eligibility requirements of this policy.

RETURN SHIPPING

Customers are responsible for securely packaging authorized returns and ensuring that the product is protected during shipment.

We strongly recommend using a trackable shipping method and retaining your shipping receipt and tracking information until the return has been completed.

Sue’s Collection / LussoCapelli is not responsible for return packages lost or damaged while being shipped to us, except where otherwise required by applicable law.

RIGHT TO REFUSE A RETURN

Sue’s Collection / LussoCapelli reserves the right to refuse a return, exchange, or refund when a product does not meet the requirements of this policy or shows evidence of:

• Use.
• Wear.
• Installation.
• Alteration.
• Washing or styling.
• Coloring, bleaching, toning, or chemical processing.
• Damage caused after delivery.
• Missing packaging, labels, seals, accessories, or components.
• Tampering with security seals or packaging.

All determinations will be made subject to applicable consumer-protection laws.

IMPORTANT NOTICE

By purchasing from Sue’s Collection / LussoCapelli, the customer acknowledges and agrees to this Return, Exchange & Refund Policy.

We strongly encourage every customer and professional stylist to fully inspect the hair before opening, altering, coloring, cutting, or installing it.

Once hair has been opened, installed, worn, or altered, standard return and exchange eligibility is lost, except where otherwise required by applicable law or where Sue’s Collection / LussoCapelli determines that a qualifying manufacturing or product issue exists.

CONTACT US

For return authorization, exchanges, quality concerns, or questions regarding this policy, please contact:

Sue’s Collection / LussoCapelli
Souhayla Enterprise LLC
6441 Inkster Rd., Suite #230
Bloomfield Hills, MI 48301

Email: contact@suescollection.com
Phone: (702) 344-9339
Website: www.suescollection.com

Please contact us for authorization before mailing a return.

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