Hair Pro Partner
Guarantee Claim Checklist
Our “Got Your Back” Guarantee covers manufacturing defects in the hair we supply. Here’s exactly what we ask for when you file a claim, so you can collect it from day one.
$3,000a year in replacement hair for Brand Partners
48 hoursto review a complete claim
What to send with a claim
About the order
Your order number Required
Which hair was used and how much Required
Application method, for example keratin bonds or wefts Required
What happened
Documents and photos
Signed and dated extension consultation Required
Signed and dated service agreement Required
A copy of the aftercare instructions you gave the client Required
Photos of the client’s hair Required
Photos after installation, under the hood or flipped up Required
Your extension certifications and training Optional
Screenshots of your messages with the client Optional
What’s covered
Covered: manufacturing defects
- Stray discolored hairs in the piece
- The wrong product entirely: a different shade, length or method than you ordered
Not covered
- Application or installation issues
- Chemical processing or coloring
- Aftercare or misuse, including matting, tangling and shedding
- Color changes after install, such as fading
- Natural variation from bundle to bundle
- The condition of the client’s own hair
How a claim works
- Your client comes to you. It’s your brand, so you stay their point of contact.
- You send us the claim with everything on the checklist above.
- We review complete claims within 48 hours. We may ask for more information or for the hair to be sent back so we can look at it.
- If we approve the claim, replacement hair ships straight to you.
Any refund or exchange you offer your own customers is your choice.
Tip: Have every client sign a consultation and a service agreement, and give them written aftercare. Those three documents are what keep you covered.