Warranty & Returns
Our Commitment to Quality
We proudly offer a 60-day limited warranty on all Prismara hair extensions that protects against manufacturing defects. Our goal is to support professionals with high-performance, ethically sourced hair you can trust — and we stand behind the quality of every strand.
What’s Covered
During the first 60 days from the date of purchase, Prismara will fully replace any hair extensions that meet our warranty criteria. This includes issues such as seams or attachments coming apart (not caused by improper care), excessive breakage of more than four inches within the first 60 days, or unusual matting and tangling not related to product misuse.
What’s Not Covered
This warranty does not cover non-manufacturing defects, including but not limited to:
- Damage caused by physical or chemical treatments, such as lifting, coloring, perming, or applying excessive heat
- Cutting, altering, or modifying the adhesive tabs, wefts, or structure of the extensions
- Improper installation, removal, or application techniques
- Attempts to repair or modify the product after purchase
- Normal wear and tear, including fading due to sun exposure, heat styling, washing, or product use
- Improper care, handling, or failure to follow aftercare guidelines
- Purchases made through unauthorized sellers or second-hand resellers
Hair color fading is a normal characteristic of processed extensions and will not be considered a manufacturer defect under this policy.
How to File a Claim
To begin a warranty claim, please email support@prismarahair.com with your order number, a description of the issue, and clear photos and/or video. If you are not the original purchaser or the hair was purchased through a stylist, the stylist must contact us directly on your behalf.
Returns & Exchanges
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What’s eligible for return?
We accept returns and exchanges on hair extensions within 14 days of delivery, provided the product is unopened and the hygiene seal remains intact. Opened hair is considered final sale due to hygiene regulations.
Hair accessories and tools are final sale.
Return Charges
We do not charge restocking fees on returned items. However, please note that original shipping costs are non-refundable. Customers are responsible for covering the cost of return shipping when sending items back to us.
How to Return or Exchange
To begin a return or exchange, simply complete our return request form. You'll be asked to enter your order number and the email address used at checkout. From there, follow the on-screen instructions to select the items you'd like to return or exchange. Once submitted, you’ll receive a confirmation email with detailed return shipping instructions.
Questions? We’re here to help — contact support@prismarahair.com.
Refund Timing
Returns remain your responsibility until received by our team. If you’re outside Canada, mark the customs form as “Returned item – No duties.”
Once received and inspected, you’ll receive a confirmation email. Approved refunds are processed to your original payment method within 10 business days.