Refund policy

Refund and Quality Policy

At Di Milesi Natural Hair, we want our customers and professional clients to feel confident when purchasing our hair extensions. Please read this policy before installing, altering or using your extensions.

1. Returns and Exchanges

We accept eligible returns and exchanges within 30 days of the purchase date.

To qualify, the hair must:

Have a valid purchase receipt
Be in original condition
Not have been installed
Not have been cut, colored, toned, bleached or chemically treated
Not have been exposed to excessive heat
Not have been structurally altered

Di Milesi allows a first gentle wash before installation so you can see the real texture, movement and quality of the hair before applying it.

After this first wash, the hair may still qualify for return or exchange as long as it meets the conditions above.

Once installed, the hair is considered used for hygiene and safety reasons. Used hair is not eligible for a standard return or exchange and may only be reviewed through our Quality Analysis process.

2. Exchanges

Approved exchanges are processed based on product availability.

There is no restocking fee for exchanges.

If the new item has a higher price, the customer pays the difference. If it has a lower price, the difference may be issued as store credit.

Shipping costs for exchanges are the customer’s responsibility, unless the exchange is due to an error on our part.

3. Refunds and Store Credit

For approved returns, customers may choose:

Refund to the original payment method
Store credit

Refunds to the original payment method are subject to a 5% restocking fee, deducted from the eligible product value.

This fee helps cover inspection, payment processing costs, inventory handling, relabeling, repackaging and return processing.

Customers who choose store credit may receive the eligible product value without the 5% restocking fee.

Store credit is valid for one year from the date it is issued. After expiration, unused credit cannot be reactivated, refunded or transferred.

Restocking fees do not apply when the return is caused by an error on our part, such as:

Wrong item sent
Wrong color sent
Wrong method sent
Confirmed defect in an unused product

Refunds are processed within 3 to 7 business days after the return is received and approved. Your bank or payment provider may need additional time to post the credit.

Shipping costs are non-refundable, except when there is a shipping error on our side.

Refunds to the original payment method are not available for used hair. If a manufacturing defect is confirmed after use, the available solutions are replacement or store credit.

4. Final Sale Items

The items below are Final Sale and are not eligible for return or exchange, except in cases of confirmed manufacturing defect or shipping error:

Clip-in extensions
Ponytails
Tools
Customized services, including method preparation.

5. Professional Service Disclaimer

Di Milesi sells professional quality hair extensions and products. We are not responsible for services performed by independent stylists or salons, including:

Application or removal
Cutting, thinning or layering
Coloring, bleaching or toning
Chemical treatments
Heat styling
Use of products or tools not suitable for extensions

Damage caused by salon services, improper application, removal, chemical processing, heat exposure or incorrect aftercare is not considered a manufacturing defect.

6. Quality Analysis for Used Hair

If you believe there is an unusual issue with installed hair, you may request a Quality Analysis within 30 days of the purchase date.

To open a claim, please provide:

The hair being evaluated
The purchase receipt
A brief description of the issue
Information about installation, products used and aftercare
The hair prepared according to the instructions below

7. How to Prepare Hair for Quality Analysis

The hair must be returned in a condition that allows our team to inspect it properly.

Please:

Keep the hair aligned from the top/root area
Keep bundles, tape pieces, wefts, tips or sections separated
Secure the hair with an elastic, tie or clip after removal
Avoid placing removed pieces loosely on top of each other
Avoid adhesive, keratin residue or remover products sticking to the hair
Do not send the hair as a loose, tangled, compacted or glued mass

For Tape-In extensions, keep each tape section aligned after removal.

For Keratin, I-Tip, F-Tip or Fusion extensions, keep the tips aligned together.

For Wefts, keep the top seam aligned and secure the hair before shipping.

Hair sent in a condition that prevents proper inspection may have the analysis limited or rejected.

8. How the Quality Analysis Works

We register the case when we receive the hair and required information.
Our team completes the analysis within 15 days from the date we receive the product.
We evaluate whether the issue is related to manufacturing, use, aftercare, installation, removal, chemicals, heat, return condition or normal wear.
The customer receives a written decision.

If a manufacturing defect is confirmed in used hair, Di Milesi may, at its discretion:

Replace the item with a new product of the same or similar model and value, or
Issue store credit in the eligible product value

If the analysis shows misuse, lack of proper aftercare, chemical processing, improper installation or removal, poor return condition, or normal wear, no replacement, credit or refund will be provided.

9. What Is Not Covered

Quality analysis does not cover hair that has been:

Colored, toned or dyed
Bleached or lightened
Treated with straighteners, relaxers or strong chemicals
Exposed to purple shampoo, toners, pigments or color-depositing products
Exposed to chlorine from pools or spa procedures
Exposed to excessive or improper heat
Cut, thinned, layered or structurally altered

Quality analysis also does not cover:

Color fading, oxidation, yellowing or tone changes caused by washing, heat styling, sun exposure, minerals in water, chlorine, purple shampoo, toners, pigments or chemical products
Changes in blonde, highlighted or light-colored hair after use, washing or exposure to external factors

We always recommend performing a strand test before any chemical or aggressive treatment.

10. Normal Characteristics of Real Human Hair

Because our extensions are made from real human hair, some characteristics are natural and not considered defects, including:

Drier ends, especially over time
Split ends from use, brushing or heat styling
A natural mix of shorter and longer strands
Slight texture variation between bundles
The need for regular trims, hydration and professional maintenance
Blonde, highlighted and light-colored hair may naturally fade, oxidize, yellow or shift tone over time, especially with washing, heat, sun exposure, water minerals, chlorine or pigmented products

These are normal characteristics of real human hair and do not qualify as manufacturing defects.

11. Possible Manufacturing Defects

Some situations may be considered a possible manufacturing defect and require Quality Analysis, such as:

Excessive shedding from the beginning of use
Abnormal matting or tangling shortly after installation, even with proper aftercare
Hair that feels extremely rough, hard or unmanageable from the first wash, before heat, chemicals or installation damage
Significant texture or quality inconsistency between bundles from the same order, color and length
Construction issues, such as loose tape tabs, weak bonds, defective stitching or shedding from the weft seam
Incorrect item, color, length or method sent by our team

These examples do not automatically guarantee replacement, credit or refund. Every case must go through Quality Analysis.

12. Claim Deadlines

Return, exchange and Quality Analysis requests must be opened within 30 days of the purchase date.

If a claim remains without response or action from the customer for 30 days, it will be closed.

13. How to Start a Request

To start a return, exchange or Quality Analysis request, email dimilesiusa@gmail.com with:

Order number
Purchase receipt
Reason for the request
Type of request: return, exchange, store credit or Quality Analysis

You will receive a response within 5 to 7 business days confirming whether the request is approved.

Approved products may be sent using a prepaid label provided by us or a carrier of your choice, at your own cost.

Shipping costs are the customer’s responsibility unless the return is due to an error on our part.

Ship approved returns to:

Di Milesi Natural Hair
Attn: Returns
15805 Biscayne Blvd, Suite 304
North Miami Beach, FL 33160

After we receive the product:

Standard returns and exchanges take 2 to 3 business days to process
Quality Analysis may take up to 15 days
Refunds may take 3 to 7 business days to appear, depending on your bank or payment provider