All Quality Guarantee claims are subject to inspection and approval by Intertwined Hair Extension Co. Coverage applies only to the specific hair determined through inspection to have a qualifying manufacturing defect, not automatically to the entire order or installation.

Refunds are not available for Quality Guarantee claims. Approved claims will be resolved with replacement hair or store credit at Intertwined Hair Extension Co.'s discretion.

If replacement hair is provided, it must be for the same color, extension/weft type, and length as the approved affected hair. Replacement hair cannot be exchanged for a different color, length, method, or product.

If store credit is provided, it may be used toward another eligible product of your choice. Store credit and Quality Guarantee replacements are non-transferable and may only be issued to and used by the original purchaser.

Shipping, installation, removal, coloring, maintenance, and other salon or third-party service costs are not covered.

One (1) Quality Guarantee claim may be submitted per order. Please include all hair and all concerns you would like reviewed when submitting your claim. Once a Quality Guarantee claim for an order has been reviewed and resolved, additional Quality Guarantee claims for hair from that same order will not be accepted.

Please inspect each pack and each color individually before washing, altering, or installing the hair.

Before installation, confirm the:

• Color
• Length
• Texture
• Extension/weft type
• Quantity
• Visible condition

Installation of the hair constitutes acceptance of its color, length, texture, extension type, quantity, and visible condition at the time of installation.

Once hair has been modified, we cannot offer an exchange or replacement based on receiving an incorrect color, length, texture, extension type, quantity, or another condition that could have been identified before installation.

When installing multiple shades, inspect each color individually before combining them.

Extension hair is colored using textile dyes, and some initial color runoff can occur. When appropriate, pre-washing before installation can help remove excess textile dye and reduce initial color transfer or bleeding, particularly when multiple shades are being installed together.

Our Quality Guarantee covers hair determined through inspection to have a qualifying manufacturing defect.

Examples of concerns that may qualify for Quality Guarantee coverage include:

• Excessive or abnormal shedding beyond what is expected with normal extension wear and care
• Excessive or abnormal color fading that is inconsistent with normal fading from washing, water quality, heat, products, UV exposure, or environmental factors
• Extreme dryness, matting, or tangling that is inconsistent with normal wear and cannot reasonably be attributed to products, care, water quality, heat, chemical alteration, or environmental exposure
• Construction or production issues with the extension product itself that are determined through inspection to have originated during manufacturing

Issues related to the original quality or production of the hair will generally become noticeable within the first several weeks of normal wear. As hair is worn longer, its condition becomes increasingly influenced by products, washing, water quality, heat, installation, maintenance, environmental exposure, and daily wear.

For concerns that develop later in the Quality Guarantee period, these factors will be considered closely during our review and inspection when determining whether the issue is consistent with a manufacturing defect.

All Quality Guarantee claims involving worn or installed hair require evaluation. If a physical inspection is requested, the affected hair must be removed and returned to Intertwined Hair Extension Co. before a Quality Guarantee determination can be made.

Intertwined Hair Extension Co. reserves the right to determine Quality Guarantee eligibility for worn or installed hair based on the findings of our inspection.

Normal wear or changes resulting from care, installation, maintenance, products, chemical alteration, or environmental exposure are not manufacturing defects. This includes, but is not limited to:

• Normal color fading or changes in tone
• Normal dryness, split ends, or wear over time
• Damage caused by improper or non-extension-safe products
• Damage caused by excessive heat
• Damage or discoloration associated with minerals, hard water, chlorine, salt water, UV exposure, or sunscreen
• Damage caused by coloring, toning, rooting, lightening, or other chemical processing
• Overuse or improper use of purple or toning products
• Issues resulting from mixing Intertwined hair with another extension brand
• Slipping of tape-ins or keratin bonds related to installation, products, maintenance, or aftercare
• Damage caused by cutting, altering, or modifying the product, including cutting Hand Tied Wefts and resulting unraveling
• Damage caused by improper installation, maintenance, or removal
• Damage caused by excessive tension, pulling, snagging, improper bead placement, stitching, or other mechanical stress
• Reactions or sensitivities to materials used in an extension method

Proper installation and maintenance are essential to the performance of extension hair.

When evaluating weft breakage, tearing, or snapping, we consider the location and pattern of the damage. Breakage concentrated around attachment points or occurring through multiple layers in the same area may indicate excessive tension, pulling, snagging, improper installation, or another form of mechanical stress rather than a manufacturing defect.

Claims involving weft breakage, tearing, or snapping may require physical inspection of the affected hair.

Intertwined Hair Extension Co. is not responsible for damage to the extensions or natural hair resulting from installation, excessive tension, maintenance, removal, or services performed by a stylist or other third party.

Color Fading

Normal color fading is not considered a manufacturing defect. All hair color fades over time, including extension hair.

Because extension hair is colored using textile dyes, fading and changes in tone should be expected with wear and may require professional color maintenance.

Excessive or abnormal fading that appears inconsistent with normal wear may be submitted for Quality Guarantee evaluation.

Cool-toned shades require more frequent toner maintenance to maintain their cool tone. As toner fades, underlying warmth may become more visible.

Chemical Alterations & Color Claims

Coloring, toning, rooting, lightening, or otherwise chemically altering extension hair may affect Quality Guarantee eligibility. Once the hair has been altered, we cannot evaluate claims regarding its original color, its response to chemical processing, or any condition that may have resulted from the alteration.

Extension hair is textile-dyed and can respond differently to professional color than natural hair. Always perform a test strand before chemically altering the full set.

Multiple Colors

Manufacturing-related issues are generally isolated to an affected product, shade, or production lot.

If multiple colors are installed together and the same issue occurs consistently throughout all of the hair, this may indicate a shared external factor rather than a manufacturing issue isolated to one product or shade.

That does not mean we can't help. If you're experiencing an issue throughout your extensions and aren't sure what's causing it, please email us. Our team is happy to review your care routine and help troubleshoot what may be contributing to the issue.

If a manufacturing defect is suspected, affected colors may need to be separated and inspected individually. Because only one Quality Guarantee claim may be submitted per order, all colors or pieces you believe may be affected must be included in the same claim.

Extension-safe products and proper care are required to maintain the hair and Quality Guarantee eligibility.

Products containing sulfates, silicones, proteins or keratin, bond-building ingredients, or acidic/reparative formulas should not be used on Intertwined Hair Extensions. Heavy oils, including coconut, argan, jojoba, and Moroccan oils, should also be avoided.

If products or care practices may have contributed to the reported condition, the hair may not qualify for Quality Guarantee coverage.

Please follow our complete Extension Care Guide for washing, brushing, styling, swimming, sun exposure, maintenance, coloring, and other care recommendations.

Step 1: Contact Us

Email sales@intertwinedhairextensionco.com within 90 days of the original purchase date.

Include your name, order number, and a brief description of the issue.

We do not offer phone support for Quality Guarantee claims. All Quality Guarantee communication is handled through email so we can maintain an accurate record of your claim.

If your stylist or salon purchased the hair on your behalf, the stylist or salon that placed the original order must contact us and complete the claim process. Quality Guarantee coverage is handled through the original purchaser and is non-transferable.

Step 2: Complete Your Hair Claim Form

We will respond to your original email with a Hair Claim Form requesting information about the hair, installation, products used, care routine, and the issue you're experiencing.

Hair Claim Forms are typically sent the same day or by the next business day. The form will be sent as a reply to your original email so all Quality Guarantee communication remains within the same email thread.

The completed Hair Claim Form must be submitted within 10 calendar days of the date it is sent.

It is the customer's responsibility to monitor the original email thread, including spam or junk folders if necessary. Not seeing or overlooking the Hair Claim Form does not extend the 10-day submission deadline or the original Quality Guarantee period.

If you have not received our response by the end of the next business day, please reply to your original email so we can assist you.

If the completed form is not received within 10 calendar days, the claim will be closed and will no longer be eligible for Quality Guarantee review.

Opening a claim does not pause or extend the original 90-Day Quality Guarantee. Prorated coverage is determined by the age of the hair when the completed Hair Claim Form is submitted, not the date of the initial email.

Step 3: Product Review & Hair Inspection

Our team will review the products and care information provided on your Hair Claim Form. Use of products or care practices that do not meet our Extension Care requirements may make the claim ineligible for Quality Guarantee coverage when they may have contributed to the reported condition.

If further evaluation is needed, the affected hair must be returned to Intertwined Hair Extension Co. for physical inspection.

The hair must be received by Intertwined within 10 business days of the date return instructions are provided. If the hair is not received within that timeframe, the claim will be closed and will no longer be eligible for Quality Guarantee review.

The Quality Guarantee period does not pause or extend while we wait to receive the hair.

Step 4: Inspection & Resolution

Once we receive the hair, our team will inspect the affected product and determine whether the condition is consistent with a qualifying manufacturing defect.

We will email the original purchaser with our findings and, if approved, the applicable resolution according to the prorated Quality Guarantee schedule.

Refunds are not available. Approved claims will be resolved with either replacement hair or store credit at Intertwined Hair Extension Co.'s discretion.

If replacement hair is provided, it must be for the same color, extension/weft type, and length as the approved affected hair. If store credit is provided, it may be used toward another eligible product of the original purchaser's choice. All Quality Guarantee resolutions are non-transferable.

Quality Guarantee approval applies only to the specific hair determined through inspection to have a qualifying manufacturing defect. Approval of one color, pack, weft, or product does not automatically qualify the remainder of an order or installation.