Creating an Effective Return Policy for Your Hair Extension Business

Your hair extension business is already up and running, and the wavy bundles and lace closures are flying off the shelves.

Things have never gone smoothly in the business world, and you have cracked the code…what’s this? An unhappy customer!

You thought the day would never come, but when you start selling at scale, it will always eventually come. 😔

Don’t worry because we’re going to put you back in control with our highly effective guide to the world of return policies. 

So get your hair website ready, and let's go on!

Why Do You Need One?

A return policy protects both your business and your customers in the event of an unhappy customer, and it protects their consumer rights.

You might think that it’s nothing more than a mountain of legal jargon you could do without, but a return will happen at some point.

Often, it will be something as simple as a customer ordering a wavy extension when what they actually meant to order was a bundle of straight hair.

Your return policy will guide you through these types of issues in a way that is sure to help you sidestep the stress. 

Write a Clear and Fair Return Policy

If you’re feeling a little overwhelmed by the possibility of a whole world of legal terms, you don’t need to be.

The key point is that your policy is all about clarity and fairness. If you keep these two things at the front of your mind at all times, you will never go wrong.

Just what you want to hear when you’re looking to create a hair business that is built on the most robust foundations possible. It all starts with making sure everyone can find it. 

Put Your Policy in the Right Spot

Before you start to draft up a policy with one of the free online services that will get you started, think about where you want to put it.

Return policies catch the eye best when they are included as a clickable link in the footer on your homepage based on your e-commerce platform.

Anyone who needs to ask you a question or check their rights will be used to going to the bottom of the page, as this is the standard across the industry.

Don’t reinvent the wheel when you don’t need to, and you’ll make your life so much easier. 

Sidestep the Legal Terms

Yes, a return policy is a legal document, but that doesn’t mean you have to go out of your way to make it incomprehensible.

All that approach will do is guarantee you’re always fielding calls and emails from baffled buyers who simply want a clear explanation of their rights.

Using an online template that is designed to get all of the basics down in easy-to-follow language is the simplest way to get the next key part of your business off the ground. 

Set a Realistic Timeframe

Is it a great marketing ploy to offer a lifetime guarantee on all your 25MM Lashes?

Well, although it may sound great on paper and create a nice little spike in business, it’s just not realistic. Even the best quality extensions will wear out and need to be replaced eventually — it’s just a fact of life.

Setting a realistic timeframe is key if you want to grow your business in a sustainable way. Think about the region of 30 days, and you’ll be on the right track. 

Make the Expected Condition Clear

Do you want to be able to resell the 3D Thinline Lashes?

If so, you’re going to need to make it clear that the return needs to be unused and still in its original packaging.

You may want to think carefully at this point as you will have a variety of different types of returns. 

Some will be orders made by mistake — these will typically still be in their packaging and can be returned to you in mint condition.

There will also be a very small number of people who have fitted the extensions but then want to see if they can return and get a refund.

Are you prepared to take the hit? Give it some thought and think about how it will impact your all-important bottom line. 

Highlight Any Return Shipping Costs

Even if you can resell the 3D Mink Lashes, you might lose money by covering the shipping costs.

While this may be a small expense that’s really annoying, it could also generate significant goodwill and turn the buyer into a repeat customer for many years to come.

The key point here is that you need to think about your return policy as something that shows your customers you care rather than a way to minimize your expenses right then and there.

If you get the balance right, you will be able to build a reputation as a helpful, respectful business that is always on the side of its customers. 

Store Credit vs Cash Refunds

If you decide to refund an order, how are you going to do it?

Store credit is a good way of tying a buyer down to your store and can go a long way to turning them into a repeat buyer.

Sometimes, customers really appreciate the option of choosing between the two primary types of refunds as it will show them that you are on their side.

Adding a simple check box to your store is the best way to do this, and it will go down so much better than rigidly offering just store credit. 

Prevent Returns Before They Happen

The best way to finish this guide is to get you to think about the positives.

A return is not a sign that your business has failed — it’s an opportunity to learn so that things are done even better.

Take it on the chin, be professional and polite, and then update your processes, systems, and policies accordingly. 👍🏿

If you take negative feedback seriously — rather than personally — you’ll have an even better business one day later.  You can do it! Because a good customer review matters!