Customer Service & Store Policies
De Novo Hair is dedicated to maintaining high standards of excellence in our products and in the way we do business. You can feel assured and trust that you have invested in a quality product from a company that values customer satisfaction. Please see the below information on our store policies and on how to contact us.
Contact Customer Service:
Call Center: Monday - Friday, 10:00am to 6:00pm (EST)
Consultations are by appointment.
De Novo Hair LLC, P.O. Box 564, Cooperstown NY 13326
STORE POLICIES & CONDITIONS OF USE
The Conditions of Use Agreement ("COU") describes the terms and conditions applicable to your use of our online store at DeNovoHair.com. You agree that you have read and agree to be bound by this Conditions of Use Agreement ("COU"). All mention of and reference to DeNovoHair.com or De Novo Hair refers to and represents DeNovoHair.com, De Novo Hair, its owners, affiliated parties, and subsidiaries. BY USING THIS SITE, YOU AGREE TO THE TERMS OF THE AGREEMENT. IF YOU DO NOT AGREE TO THE TERMS OF THE AGREEMENT, YOU MAY NOT USE THIS SITE.
We take pride in the quality of our products and make every effort to represent our products accurately. If you are not satisfied with your purchase, please see the below return policies for In Stock Hair Products, Custom Orders and Accessories.
IN STOCK HAIR PRODUCTS RETURN POLICY
In stock hair products (Stock Wigs, Frontals, Wefts, Bulk, Closures) can be exchanged for store credit for the merchandise value under the following conditions:
- Return must be postmarked within seven (7) days from the date of order delivery.
- Item MUST be in brand new condition. Item must not be used or worn (you cannot cut or modify the item, apply the items, color, style, comb, wash, use or alter any part of the item). Under no circumstances can the lace be cut on lace items.
- All tags, packaging or promotional materials must be returned with product.
- The completed Exchange Form must be enclosed with your return. ALL SALES ARE FINAL on your exchanged item. We allow 1 exchange per order.
ACCESSORIES RETURN POLICY
All sales are final on accessories, adhesives, removers and hair care products and they cannot be returned or exchanged.
We understand that some individuals may experience an allergic reaction due to the ingredients used in hair extension and hair replacement products; however, all sales are final on accessories and we do not offer refunds due to allergic reactions or if the product did not work out for you. We recommend that you test the product on a small area according to the directions prior to fully applying the product. We recommend you conduct a skin allergy test 48 hours prior to use and strictly adhere to all manufacturer directions.
CUSTOM ORDER RETURN POLICY
ALL SALES ARE FINAL ON ALL CUSTOM ORDERS. We take pride in the quality of products delivered to our customers. All orders are inspected before shipping to you. In the event that there is any production error or defect on your order, your sole remedy, and our sole liability will be to repair or replace the item. We will remake your order correctly at no extra cost to you. Upon receipt of your order, please inspect your purchase and notify us of any error or damages.
Orders are carefully inspected before shipping, but in the unlikely event that we have inadvertently sent you incorrect merchandise or your merchandise is damaged during shipment, please notify us immediately. You must examine the Product(s) upon receipt and notify us within seven (7) days if any item is missing or damaged. De Novo Hair will not consider any claims for damaged or missing items more than seven (7) days from the delivery date. Please allow fourteen (14) business days for your authorized exchange to be processed. Initial shipping fees as well as return and exchange shipping costs are not refundable. We reserve the right to refuse returns/exchanges if our return policy conditions are not met. ALL SALES ARE FINAL on your exchanged item. Only 1 exchange per order is permitted.
Pricing. You have the choice of paying a 50% non-refundable deposit if your order totals more than $600 or paying for your order in full. For orders totaling less than $600, the full payment is due at the time of the order to start production. All balance payments on custom orders are due within 60 calendar days from the order date (for example, if you pay your deposit on May 16th, the balance is due on July 16th). If you cancel your custom order or do not pay the balance on the due date, you will forfeit your 50% deposit (your deposit will not be returned and it cannot be used for store credit). If you feel that there may be any reason to prevent you from paying your balance on time, we encourage you to pay for your order in full. Once we receive payments and finalize your order, we will contact you when your order is complete and ready to ship. We will not ship out your order until the balance is paid in full.
Delivery Time. Custom orders currently take 7-9 weeks to complete production. The use of a template or sample may extend your delivery time by one week. Production estimates do not include holidays or store closings and your time line does not start until your order is confirmed for any errors. Rush service is available on certain items and will be listed where available for a fee. Silk base products (silk top and full silk bases) cannot be completed within a rush time frame. Availability of rush service also varies seasonally- it is not available on holidays or during high production schedule times. In the event that we cannot fulfill your rush order within the rush time frame, your sole remedy and our sole liability is to fulfill the order within the regular custom order time limits for that particular item and refund the rush order fee. Please note that rush service will rush the production time not the shipping time. Rush shipping may also be required to receive your order within your desired time frame, so you will also have to select rush shipping if needed. Also, ordering with rush shipping by itself does not decrease the production time. You have to select rush ordering on the custom order form to make a rush order request. For all orders, your production timeline starts when you have verified your order details and not necessarily when you make a payment.
Production time is an estimate, not a guarantee. 99% of our orders are delivered during the estimated time; however, you should order early enough to allow for fluctuations in production time. Fluctuations are mainly caused by seasonal closings (e.g., due to holidays), volume of orders in system, weather issues, back-ordered supplies, questions or changes on orders and more. Should there be any delays, we will modify your production time estimate and inform you of how many production days must be added to complete your order. We are not responsible for delays due to any circumstances as some areas of production and delivery are out of our control. We also reserve the right to cancel any order for any reason- our sole responsibility will be to provide a full refund in this case. If for any reason, your order is delayed, we will contact you.
Requesting Order Changes. Please review your final order carefully before you submit it. You will also be asked to verify any changes before we start production. Once your order goes into production, we cannot change it. If you have any questions about how to place your order please contact us.
How do I return something?
To return an item, fill out the Exchange form and enclose it with the merchandise you are returning. Please allow fourteen (14) days for your exchange to be processed. De Novo Hair will pay the cost of shipping the exchanged item for U.S. addresses only. You are responsible for the cost of shipping additional items or for any shipping upgrades.
We will notify you via email once we have received and processed the returned item. Initial shipping fees as well as return and exchange shipping costs are not refundable. For an exchange, you are responsible for the cost of returning the merchandise to us.
We strongly recommend that customers also insure their package for the full purchase price as we will not be responsible for lost, damaged or delayed packages. It is the customer's responsibility to properly package and to insure items so that they are received by us in good condition. Customers are responsible for filing claims with the courier used in case of loss or damage. If the returned item is unsuitable for re-stocking, it will be returned to the customer at the customer's expense.
CANCELLATION ON IN-STOCK ORDERS
Any orders that are not yet processed may be cancelled by phone at 1-800-405-2823. We cannot guarantee that cancellations made by email will be processed in time. Call us to insure the cancellation of your order to prevent unwanted charges and shipping costs. Customers may leave a voice message after business hours. Once orders have been processed and shipped, they cannot be cancelled. Any deliveries of orders refused by the customer will be subject to a 10% re-stocking fee in addition to the return shipping charge. Any shipment that needs to be re-shipped due to customer supplying an incorrect address will be charged at the same shipping rate that applied to the original order.
All orders valued over $200 will require a signature for delivery. We do not process or ship orders out on Saturday, Sunday, or holidays, except by prior arrangement. Items in stock will ship within their listed processing time, unless we need further verification from the customer to process the order. Processing time is different from shipping time. Processing time for an item includes the time from when you submit your order to when the item ships from our warehouse. Shipping time includes the time the item takes to reach you from our warehouse. When an item is not in stock, we ship it as soon as it is available. Custom orders ship within their estimated delivery times.
Shipping charges are based on the weight & value of your items ordered. Shipping costs increase when you order more items, heavier items, and the further away you are located from New York. Shipping costs also include shipping insurance (packages are insured up to the value of the package) and a nominal packaging/handling fee.
Once you place your order, our online software will automatically calculate your shipping charges based upon your address and the weight of the items you purchased. Our software will automatically calculate the shipping charges and add any other necessary fees or taxes at checkout.
Please note that business days are Monday-Friday. Packages are shipped and delivered on business days. Therefore, if you choose overnight shipping on a Friday and your order is received before noon EST, your package will be delivered on Monday, the next business day. Some accessories (e.g., liquid adhesives) are restricted to Ground/Home Delivery shipping. If you are purchasing items that are restricted to Ground/Home Delivery, the full contents of your package will ship via this method. You can always break up your order by placing a separate order for items you wish to Express ship.
Most carriers offer overnight guaranteed service from our zip code to most US zip codes. However overnight service is not available in all areas and your zip code may not qualify for next day guarantee and could arrive in 2 days. FOR EXPRESS DELIVERY YOUR ORDER MUST BE PLACED BEFORE 12:00 PM EST TIME. THE ITEM MUST BE IN STOCK AND YOU MUST UNDERSTAND WE CANNOT CONTROL SOME UNKNOWN VARIABLES SUCH AS WEATHER, LOST PACKAGES, ETC.
We currently ship all orders through FedEx, UPS or the United States Postal Service (USPS). We reserve the right to ship any order including expedited orders (i.e., next day air and 2-day shipping options) through different carriers. We may use the following carriers to ship expedited orders: USPS, UPS, or FedEx. However, if any order is being sent to a P.O. Box or an APO or FPO address, it cannot be sent via UPS or FedEx and will be shipped with USPS. We are not responsible for delays or mis-shipments when a P.O. Box address is used. In order to give you the best delivery rate, some items may ship separately.
For orders shipping outside the U.S., we provide FedEx International Priority or FedEx International Economy. The order processing time may be extended for credit card authorization. Orders should reach your country within 2-5 business days; however, your customs office and local postal delivery may delay the actual delivery time and De Novo Hair has no control over these conditions. Any taxes, duties, or brokerage fees are the buyer's responsibility and cannot be estimated prior to shipping.
All purchases will be insured upon shipping. If your item is lost in transit (the carrier lost it before delivering to you), it will be replaced once a claim is placed with the carrier. Customers should note that once we assign the package to our carriers, the package becomes the carrier's responsibility and out of the control of De Novo Hair. De Novo Hair assumes no responsibility for delays or lost orders but a claim will be filed with the courier. For packages that require a signature for delivery, customers are responsible for arranging a pick up with the carrier in the event they cannot sign during delivery times.
Once your order has shipped, you will be emailed a shipping confirmation number to track your package (when available). However, the carrier may take up to 48 hours to register your tracking information in their system so the package may already be in transit before you can trace it.
The shipping and handling charge which is applied to your order is only an estimate. If the estimate does not cover the shipping cost or the correct shipping cost was not applied at checkout, you will be asked to approve charges for the shipping cost before we ship the order.
Incorrect billing information and/or shipping to an alternate address may cause shipping delays, as information must be verified. Your shipping and billing address can be different. However, please note that De Novo Hair performs additional verification for orders placed with different shipping and billing addresses. We are able to ship to an address other than your billing address once you provide verification of your identity and authorization of the purchase.
In order to protect our customers, whenever the shipping address is different than the credit card's billing address we ask that you contact your credit card issuer to inform them of the sale. BEFORE PLACING YOUR ORDER, contact your credit card issuer and have your shipping address added as an authorized secondary shipping address in their records, even if it is just for one order. If choosing this option, please contact Customer Service toll free at 1-800-405-2823 or email us after having added the shipping address to your account. You will need to provide us with a) the credit card issuer's telephone number located on the back of the card, b) your order number and c) the phone number your bank has on file, in order to quickly process and ship your order.
If we do not receive this information, your order will be delayed or cancelled. We will only ship to billing addresses for International Orders.
If these shipping polices do not meet your immediate needs, please contact us so we can make better arrangements.
Unless otherwise stated, all prices are quoted in U.S. Dollars. All purchases are required to be payable in U.S. funds. All prices, specifications, and availability of products are subject to change without notice.
You are responsible for paying all fees associated with buying products from DeNovoHair.com including, but not limited to the cost of shipping, customs/import fees and all applicable taxes, if any. A sales tax of 8.875% is charged to residents of New York. There is no sales tax charged for orders outside of New York.
Store credit does not expire and is valid for the purchase of any item(s) on DeNovoHair.com. Eligible refunds will be issued in the same form of payment used for purchases. Eligible refunds include price adjustments. Eligible refunds can only be issued to the person authorized to receive the refund.
LIMITATION ON LIABILITY
IN NO EVENT SHALL DENOVOHAIR.COM BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, PUNITIVE, EXEMPLARY, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, OR ANY DAMAGES WHATSOEVER IN EXCESS OF THE AMOUNT CUSTOMER PAID TO DENOVOHAIR.COM FOR THE PRODUCT(S) AT ISSUE, EVEN IF DENOVOHAIR.COM HAS BEEN PREVIOUSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, WHETHER IN AN ACTION UNDER CONTRACT, NEGLIGENCE, OR ANY OTHER THEORY, ARISING OUT OF OR IN CONNECTION WITH THE USE, INABILITY TO USE, OR PERFORMANCE OF THE INFORMATION, SERVICES, PRODUCTS AND MATERIALS AVAILABLE FROM THIS SITE. THESE LIMITATIONS SHALL APPLY NOTWITHSTANDING ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY. NO ACTION OR PROCEEDING MAY BE BROUGHT AGAINST DENOVOHAIR.COM WITH RESPECT TO ANY CLAIM OR DISPUTE ARISING FROM THE USE OF THIS SITE OR THE PURCHASE OF ANY PRODUCTS OR GOODS THROUGH THIS SITE UNLESS SUCH ACTION OR PROCEEDING IS BROUGHT WITHIN ONE YEAR OF SUCH USE OR PURCHASE. BECAUSE SOME JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, OR THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.
PRODUCT DISCLAIMER & DISCLAIMER OF WARRANTIES
DeNovoHair.com endeavors to provide excellent and accurate products, information and services. Nonetheless, you expressly understand and agree that:
THE INFORMATION, SERVICES, PRODUCTS, AND MATERIALS CONTAINED OR OFFERED IN THIS SITE ARE PROVIDED ON AN "AS IS" BASIS WITH NO WARRANTY. TO THE MAXIMUM EXTENT PERMITTED BY LAW, DENOVOHAIR.COM DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO SUCH INFORMATION, SERVICES, PRODUCTS AND MATERIALS, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NONINFRINGEMENT, FREEDOM FROM COMPUTER VIRUS OR OTHER HARMFUL CODE, AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. IN ADDITION, DENOVOHAIR.COM DOES NOT REPRESENT OR WARRANT THAT THE INFORMATION ACCESSIBLE THROUGH THIS SITE IS ACCURATE, COMPLETE OR CURRENT OR THAT ANY ADVICE OR ANY PARTICULAR PRODUCT WILL ACHIEVE ANY RESULT OF ANY KIND. PRICE AND AVAILABILITY INFORMATION CONTAINED ON THIS SITE IS SUBJECT TO CHANGE WITHOUT NOTICE. DENOVOHAIR.COM SHALL NOT BE BOUND BY ANY ERRORS OR OMISSIONS IN POSTING PRODUCT INFORMATION OR PRICES WITH RESPECT TO ANY PRODUCTS OR SERVICES OFFERED ON THIS SITE.
ALL MATERIALS AND INFORMATION PRESENTED BY DENOVOHAIR.COM ARE INTENDED TO BE USED FOR INFORMATIONAL PURPOSES ONLY. THE PRODUCTS PROMOTED ON THIS SITE ARE COSMETIC AND ARE NOT INTENDED FOR USE IN THE DIAGNOSIS, CURE, MITIGATION, TREATMENT, OR PREVENTION OF DISEASE, AND ARE NOT INTENDED TO AFFECT THE STRUCTURE OF OR ANY FUNCTION OF THE HUMAN BODY. THE RESULTS REPORTED IF ANY, MAY NOT NECESSARILY OCCUR IN ALL INDIVIDUALS. PLEASE CONSULT WITH YOUR OWN PHYSICIAN OR HEALTH CARE PRACTITIONER REGARDING ANY SUGGESTIONS AND RECOMMENDATIONS MADE AT DENOVOHAIR.COM.
The use and selection of hair and hair replacement products and other health and beauty Products requires care to be certain that any directions and warnings from the manufacturer are observed and followed and that Customer is aware of the possibility that some people may have allergic or other reactions to such products. Products contain ingredients which you may be allergic to and you further agree to test this product on a small section prior to using the product. DeNovoHair.com disclaims and makes no warranty as to the usability of this product. You use this product at your own discretion. DeNovoHair.com will not offer any refunds on any products that have been opened and used. If you experience an allergic reaction to the product we recommend seeking the appropriate attention necessary. DeNovoHair.com will endeavor to provide to you all required product labeling information, however, DeNovoHair.com is not the manufacturer of the Products, therefore it does not accept any liability for the failure of products it sells to meet any specific needs of a user of the product or for any loss, damage or injury caused by such products. Customers are advised to read and strictly follow the label, all packaging inserts and instructions and all manufacturer directions and warnings.
In providing information or advice on this Site with respect to Products, whether in chat rooms, by email, in product descriptions, or otherwise, DeNovoHair.com may rely upon advice from the manufacturers and from licensed beauticians, but Customers seeking advice from this Site shall be responsible for fully informing DeNovoHair.com of any known allergies, special health or skin conditions, or other special circumstances that might be relevant to the beauty counselor providing such advice. De Novo Hair is not responsible for any reaction or any failure of a product to satisfy any special use requirement or otherwise meet the needs or expectations of the customer.
YOUR USE OF PRODUCTS PURCHASED AT DENOVOHAIR.COM IS AT YOUR SOLE RISK AND THE BUYER ASSUMES ALL RESPONSIBILITY FOR THE USAGE OF PURCHASED PRODUCTS. DENOVOHAIR.COM ALSO MAKES NO WARRANTY THAT THE PRODUCT WILL MEET THE CONSUMER'S EXPECTATIONS OR REQUIREMENTS. Buyers make their own determination as to the suitability of our products for their purposes prior to use. Each user waives and releases De Novo Hair, its owners, affiliated parties, and subsidiaries, to the full extent permitted by law from any and all claims relating to the usage of products or information made available through DeNovoHair.com and De Novo Hair representatives. In no event shall De Novo Hair its owners, affiliated parties, and subsidiaries be liable for any direct, indirect, special, incidental, consequential or exemplary damages of any nature resulting from:
Your use or misuse of our products or information from this site or the products to which the information refers;
Your access or inability to access DeNovoHair.com;
Your use of or the inability to use the goods purchased using DeNovoHair.com;
The cost of procurement of substitute goods and services resulting from any products, information or services purchased or messages received;
The products and information offered or the content displayed on DeNovoHair.com;
The activities and products of any third party manufacturer or distributor whose goods are being sold through DeNovoHair.com;
Statements or conduct of any third party on the products;
Any other matter relating to DeNovoHair.com.
In particular and without limit to the generality of the above, information provided in publications of De Novo Hair is considered to be true and correct at the time of publication.
Changes in circumstances after time of publication may impact the accuracy of certain information, and De Novo Hair gives no assurance as to the accuracy of any information or advice. DeNovoHair.com does not warrant the accuracy or timeliness of the materials on this site and has no liability for any errors or omissions in the materials. DeNovoHair.com reserves the right to delete, modify or supplement the content of DeNovoHair.com at any time for any reason without notification to anyone. Any new features added to this site shall also be subject to this condition of use, as modified from time to time. No advice or information, whether oral or written, obtained by you from DeNovoHair.com shall create any warranty not expressly stated in this COU.
The products are provided on an available basis. The products may have additional information and instructions on or inside the packaging that you should carefully read and follow. Contact your health-care provider immediately if you suspect that you have a medical problem. The information provided here is not a substitute for medical information or medical care. If you have or suspect you have a health problem, you should consult your health care professional team. If you are unsure as to the proper use, purpose or benefit of any product offered on this website, we strongly recommend that you speak to members of your healthcare team. Any information provided by DeNovoHair.com is not intended to replace medical advice offered by your private physicians.
You agree to: (1) provide true, accurate, current and complete information about yourself as prompted by DeNovoHair.com, and (2) maintain and promptly update information regarding your personal details, address and contact information. If you provide any information that is untrue, inaccurate, not current or incomplete, or DeNovoHair.com has reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, DeNovoHair.com has the right to suspend or terminate your purchase or account and refuse any and all current or future use of DeNovoHair.com (or any portion thereof). You are prohibited from posting or transmitting to or from this Site any unlawful, threatening, libelous, defamatory, obscene, pornographic, or other material that would violate any law. In the event you violate conditions of this COU or violate any state or federal law, no refund of any fees collected or other remedies will be given.
COPYRIGHT AND TRADEMARK
All content included on this web site, including text, graphics, logos, buttons, icons, HTML code, scripts and images, is the property of De Novo Hair, its licensors or its content suppliers, and is protected by U.S. copyright and trademark laws. The compilation of all content on this web site is the exclusive property of De Novo Hair. You may not rent, lease, loan, copy, modify, reproduce, republish, distribute, disassemble, or create derivative works from DeNovoHair.com, which includes the products and information made available therein. No modifications or further reproduction of the content is permitted without the express prior written permission of De Novo Hair. Modification of the materials or use of the materials for any other purpose is a violation of De Novo Hair's copyright and other proprietary rights. All trademarks, service marks, and trade names are proprietary to De Novo Hair. You agree to not use any of De Novo Hair's trademarks, trade dresses, logos in any manner which would diminish the value of the brand and trademarks.
LINKS TO OTHER WEBSITES
This web site may also contain third-party information and links to other Internet sites. We take no responsibility whatsoever for such third-party information and third-party sites.
De Novo Hair is committed to protecting the privacy of all information provided by our customers. We collect personal information that you provide only for the purposes of fulfilling your order (billing and shipping your order). This includes the name, address, and phone number of the intended recipient(s). If you subscribe to our newsletter or contact us through one of our contact forms, or through contest submissions, we collect your email address only to send newsletters with updates on and special offers from De Novo Hair. Recipients of our newsletters can unsubscribe at any time using the instructions listed at the end of the email-newsletter.
We also use technologies that allow us to track general user-traffic patterns. We also automatically receive and record information from our servers and from your browser, including the time of your visit to pages on our site and information about pages you visited. The information we gather through the use of tracking technologies cannot be matched with any personally identifiable information about you.
At times we invite our customers and web site users to provide information for surveys, contests, and sweepstakes via this site, email or other media. Participation is completely voluntary and any information collected is used to notify the winners and award prizes, provide site information through our newsletters or improve the use of, and satisfaction with the website.
Under no circumstances will we sell, lease, lend or give away information about customers to third parties. We will maintain the confidentiality of your personal information and it will be used only to support your customer relationship with DeNovoHair.com.
THIS AGREEMENT SHALL BE GOVERNED BY AND INTERPRETED IN ACCORDANCE WITH THE LAWS OF THE STATE OF NEW YORK, U.S.A. CUSTOMER, BY ACCEPTING THIS AGREEMENT, CONSENTS AND AGREES TO EXCLUSIVE JURISDICTION IN THE STATE OF NEW YORK, U.S.A., PROVIDED THAT A PARTY MAY SEEK ENFORCEMENT OF A JUDGMENT OF SUCH COURTS IN ANY COURT OF COMPETENT JURISDICTION.
DeNovoHair.com may revise these conditions of use at any time by updating this Condition of Use statement. You should visit DeNovoHair.com from time to time to review the current conditions because they are binding on you. The most current version of the condition of use can be obtained at www.denovohair.com/customer-service.html. Please contact us if you have any questions regarding this Agreement.