30-Day Quality Guarantee

Poze Hair offers a 30-day quality guarantee on our hair extensions.

To use the quality guarantee, you must contact us and hand the complete product over to the carrier for return no later than 30 days after receiving your order.

Contacting us within the time limit and returning the product at a later date is not sufficient. The product must be handed over to the carrier within the 30-day period unless otherwise agreed in writing with Poze Hair.

Before contacting us

Our Standard hair has a protective protein treatment that makes the hair soft, shiny and easy to manage when new.

This treatment is not permanent and gradually wears off through washing and use. As the protective treatment begins to wear off, the hair may:

feel drier
become frizzier
tangle or mat more easily
require more moisture and care

These are normal characteristics of treated human hair and do not necessarily mean that the product has a manufacturing defect.

Human hair is a natural product, and every strand is unique. How long the hair retains its softness and shine largely depends on how it is used, cared for and treated.

Factors that affect quality and lifespan

The condition of the hair is affected by factors including:

the haircare products used
how often the hair is washed
the use of straighteners, curling irons and hairdryers
failure to use heat protection
exposure to sunlight, salt water and chlorine
friction against clothing and bedding
how the hair is brushed and handled
colouring, bleaching and other chemical treatments

Clarifying shampoos, silver or purple shampoos, strong sulphates, alcohol and products with an unsuitable pH level can cause the protective protein treatment to wear off more quickly.

We always recommend using products specifically formulated for hair extensions.

What the guarantee does not cover

The quality guarantee does not cover:

normal wear and tear
the gradual deterioration of the protective protein treatment
dryness, frizz or tangling caused by use or inadequate care
damage caused by unsuitable haircare products
damage caused by heat, friction, sunlight, salt water or chlorine
incorrect application or maintenance
hair that has been coloured, bleached or chemically treated
hair that has been cut or altered in a way that prevents it from being properly examined

Problems caused by the application of the extensions must be addressed with the salon or person who carried out the work. Poze Hair is not responsible for incorrectly applied hair extensions.

How to use the quality guarantee

provide your name and order number
describe the problem in as much detail as possible
include clear photographs
state when the hair was applied
state which products have been used
state how many times the hair has been washed
return the complete product if requested

If the hair was applied significantly later than the delivery date, we may request a receipt from the salon or other documentation showing the application date.

Once the case has been registered, we will provide a return label and further return instructions where necessary. The product must be returned to us for examination before we can make a final decision.

Contacting customer service does not extend the 30-day time limit.

After examination

If the case is approved under the guarantee, Poze Hair will cover the necessary return costs. The product will primarily be replaced with a new equivalent product.

If an equivalent product cannot be supplied, the purchase price will be refunded using the same payment method used for the order.

Dispute resolution

If you are not satisfied with how your case has been handled, please contact us again first so that we have an opportunity to review it.

If we cannot reach an agreement, consumers residing in the European Union or European Economic Area may contact the European Consumer Centre in their country of residence. The centres provide free information and assistance with cross-border consumer disputes.

You can find the appropriate centre through the European Consumer Centres Network.

Claims