CARE AND MAINTENANCE
A stylist's guide to predictable hair extensions - care, maintenance and troubleshooting.
Product Handling & Return Eligibility Standard
Hair extensions are a hygienic, professional-use product. To maintain product integrity and safety, all items must remain in unused, resalable condition to be eligible for return.
This standard defines exactly what constitutes acceptable inspection versus product use.
What “Opening” Means
We distinguish between opening outer packaging and breaking product bindings.
Acceptable Inspection
Does NOT void return eligibility.
Customers may:
- Remove the product from the outer plastic sleeve
- Visually inspect the hair for color, tone, and quality
- Gently handle the hair while it remains fully secured in its original bindings
- Compare the hair against natural hair in different lighting
This level of inspection is expected and does not affect return eligibility.
Product Use
Voids return eligibility.
A product is considered used and non-returnable if the original bindings are disturbed in any way.
This includes:
- Removing hair from bindings, bands, or ties
- Cutting or breaking the binding threads
- Separating, sectioning, or loosening the hair from its secured state
- Attempting installation or test placement
- Brushing, washing, or altering the hair
Once bindings are removed or altered, the product is no longer in resalable condition and cannot be accepted for return.
Binding Examples
Definition of Returnable Condition
To be eligible for return, the product must:
- Remain fully intact in original bindings
- Include all original hangtags and packaging
- Show no signs of use, alteration, or installation
Color & Quality Evaluation
Color and quality can be fully evaluated without removing bindings.
Customers are expected to:
- Compare color in natural lighting
- Match mid-lengths and ends
- Review consistency, tone, and blend while hair remains secured
Removing the product from its bindings to “better check” color or quality is considered use, not inspection.
Method Compatibility & Application Responsibility
Hair extension products are method-specific and require appropriate tools and experience.
It is the customer’s responsibility to ensure:
- The correct product is selected for their intended method
- Compatible tools, such as bead size, pliers, adhesives, or other materials, are used
Incorrect pairing or lack of installation experience does not indicate a product defect.
Product Condition vs. Application Outcome
Eligible for Review Before Use
- Manufacturing defect visible while product remains in bindings
Not Eligible for Return
- Dissatisfaction after attempting use
- Color mismatch identified after removing bindings
- Issues caused by incompatible tools or incorrect installation
- General change of mind after use
Support Before Use
We offer support prior to product use, including:
- Color matching guidance
- Product selection assistance
- Method compatibility clarification
Customers are encouraged to contact us before removing bindings if unsure.
Return & Dispute Clarification
A return will be declined if:
- Bindings have been removed or altered
- The product has been used or installed
- The issue arises after attempted use
In the event of a dispute, product condition is the determining factor.
Claims regarding quality, color, or performance after bindings are removed do not qualify as defects.
Acknowledgment
By completing a purchase, the customer acknowledges:
- They may inspect the product without removing bindings
- Removing bindings constitutes product use
- Used products are not eligible for return under any circumstance
Let’s learn how:
1. View the fullness to the tips - your hair extensions should have a gradual taper and not just loose stringy ends.
2. Feel the temperature of the bundle in your hand. Higher quality hair will have a cooler temp due to the moisture trapped inside the cuticles.
3. Look for split ends and mechanical damage. Bending the strands over your hand will make the tips more visible.
4. If you are concerned about overprocessing, take a small strand and wet it. See how it stretches. Damaged hair will overstretch and possibly break. If it feels like rubber, avoid installation.
5. Run your fingers up and down one or two strands of hair - cuticle hair will be slightly rougher on the upward movement
6. If you are concerned about it possibly being plastic, take a strand and remove it from the pack. Light it on fire and then observe the smell that is released. Human hair has a very distinct smell.
Takeaways:
1. Everyone's hair is unique, therefore every bundle is also unique.
2. Hair is screened for quality and integrity, and then processed into a standard color and style.
3. Hair will always retain some personality quirks from its donor imprint - this is not considered a quality flaw.
4. You must treat the hair with unique products, to yeild unique results. Sulfate free is not enough.
Click on Hair Routine for more info.
A great routine will be balance ph, protein, and moisture while reversing styling and environmental impacts.
These are the care recommendations that I trust for my own clients. - Eme
Daily Recommendations
Brush: More important than you might think.
Spornette 21 is my choice for brushes. It has nylon bristles that are stiff enough to separate the tiniest of tangles, but will bend before breaking strands. It can be used on wet and dry hair and should be used at least two times a day, and always before showering and bedtime. If you are experiencing tangles, always look to your brush choice first. The Spornette 21 is my trusted tangle-busting bff.
Shampoo:
Amika Kure. This is a gentle cleansing, hair softening, ph balancing wizard. I seriously love it.
Other contenders: MoroccanOil Repair, Redken Extreme
Conditioner:
Amika Kure. I love that this conditioner leaves the hair feeling soft and silky, but more importantly leaves behind no films or waxes.
Other contenders: MoroccanOil Repair, Redken Extreme
Styling:
If you are heat styling, be sure to use a heat protectant and smoother. My go to is MoroccanOil (regular). Be careful with styling serums as they can leave films on the hair, which counter-intuitively ALWAYS makes the hair feel more tangly and dry.
Other contenders: Amika Glass Action
If you are experiencing issues, use caution.
It can seem counter-intuitive but build up is the #1 cause of tangles, dryness and matting. If you are experiencing any of these issues, be sure to use the products above but begin with a chelator - which will remove prior build up allowing your maintenance products to work.
Chelator:
Redken: Clean Maniac Cleansing Cream
80% of extension issues we see are due to build-up. Build-up makes the hair feel stiff, dry and tangled.
When hair feels dry, we naturally want to add more moisture - so we pile on more products. Well water, hard water, sun-tanning sprays, smog and other tiny deposits can compound the issue. Light coatings turn into films, then films to waxes. These are always at the root of nesting and tangles. To avoid this feeling, chelate the hair weekly.
Other contenders: K-Pak Clarifying Shampoo
Note: Chelators are often called clarifiers. Chelation is NOT the same as shampooing. Chelators are strong chemical strippers for your hair. They strip out hard water, waxes, oils, build-up, well water, tanners, color, and more. For this reason, do not use this product often.
Use a chelator when problems arise - no more than weekly.