Refund policy

Hightail Hair Protector Returns
Our hair protector return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it. We understand it is likely that you have installed the clips and those may not be in their original condition.  It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Hightail Clip Guarantee Replacement
Our clips are guaranteed for 6 months. If a clip fails and it has been installed as per the instructions provided, we will provide a replacement clip pack free of charge.

For clip guarantee replacements, please send us an email at customercare@hightailhair.com

To complete the guarantee clip replacement, we require a receipt or proof of purchase and may require photos of the installation. 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@hightailhair.com

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@hightailhair.com.

RETURN SHIPPING INFO:

US Customers:
To return your product, you should mail your product to:

Hightail, C/O Our ServiceWorks, 2940 Eisenhower Street, STE 100
Carrollton, TX, 75007

UK/EU Customers:
To return your product, you should mail your product to:

Hightail, C/O Postpac AB, Elleholmsvägen 1, 274 36 Skurup, Sweden.

Canada Customers:
To return your product, you should mail your product to:

Hightail, C/O 24/7 Fulfillment, 130 Doughton Road, Concord Ontario
L4K 1R3, Canada

In all regions, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.