EXCHANGE, WARRANTY AND RETURN POLICY

At MY DOLL HAIR LLC., offering quality products that fit our customers' needs and tastes matters a great deal to us. That is why, with an eye on getting better every day and setting clear guidelines that help us strengthen our relationships with our customers, we have created this consumer guide, which sets out the path to follow in each particular case. Below we present the different scenarios this policy covers and the procedure to follow in each one.

To claim the warranty on any product, the customer must submit a written request stating the reasons, attaching photographs or videos that allow a preliminary assessment of the product's condition. That information must be sent to contacto@mydollhairshop.com and/or to the sales channel through which the product was purchased. Once the complete request has been received, our company will give the relevant instructions for sending the product in, which will then be subject to a final assessment by our expert team.

Importantly, when submitting a request for any exchange or claim, the customer must send a video showing the condition in which they received the product. The video must show the carrier's security package fully sealed, right through to the inspection of the product received. If no video is provided showing the carrier's security bag being opened, the product cannot be exchanged, as there is no evidence of the condition in which it was received.

ONE: RETURNS OR EXCHANGES OF PRODUCTS NOT RELATED TO THE WARRANTY

To request an exchange of products not related to their warranty, bear in mind that it is essential to keep and present the sales invoice when submitting the request, and to take the following conditions and rules into account:

1. Every request must be submitted in writing to contacto@mydollhairshop.com or through any of our digital channels.
2. During the pre-sale consultation, the customer must send photographs of their hair color so that the company's expert staff can properly advise on the color of the extensions or ponytails. The customer must follow the requests and recommendations made by the company's advisory staff.
3. Exchange or return requests are only admissible for products purchased directly from our company, and not through distributors or agents outside our company.
4. The deadline for requesting an exchange is two (02) calendar days from the date the products were delivered and invoiced.
5. For products received as a gift, a consumer wishing to request an exchange must present either the sales invoice, or the ID number of the person who made the purchase, or the product with its original tags and packaging.
6. The product to be returned must not show damage, tears, knots, altered color or smell, changes in texture from exposure to high temperatures, cuts, signs of use or wear on its parts and accessories, and must generally be in perfect condition. Products that show alterations, or whose condition breaches the terms of this clause, are not eligible for exchange or return.
7. The product must include its original tags, accessories and packaging.
8. Once a return request has been submitted meeting all the requirements set out in this section, our company has up to 15 calendar days to respond in writing as to whether the exchange is admissible.
9. If the consumer requests an exchange but wants a higher-value product, they must pay the difference.
10. Return requests for a product exchange are also subject to the availability of the desired product.
11. All shipping costs for exchanges not related to a warranty claim are the responsibility of the person making the request.
12. In any event, our company reserves the right to carry out product exchanges once it has assessed the general condition of the product and the conditions and circumstances of each particular case, which will be communicated to the requester in the response issued.
13. Exchanges may only be made for products of equal or lower value than the original, and any difference, where applicable, will be issued as a coupon toward a new purchase. If no exchange is available, the value of the product or products will be issued as a coupon toward a new purchase, valid for sixty (60) calendar days from the date of issue.

Items for personal use are excluded from the right of withdrawal, and it is worth stressing that our wigs, extensions and ponytails fall into that category.

Where a product has reached the customer incomplete or with damage affecting its normal condition, the customer must submit the claim under the terms of this section and must also send a video of the condition in which the product arrived, as evidence for the company to assess. For this purpose, the customer must start recording before opening the courier's outer packaging, so that the evidence is complete and leaves no room for doubt.

TWO: WARRANTY CLAIMS

Warranty means the manufacturer's or seller's temporary obligation to answer for the good condition of the product and its conformity with the conditions of suitability, quality and safety that are legally required or offered, noting that the legal warranty carries no charge beyond the price of the product.

The warranty period for our ponytails, wigs and extensions is thirty (30) calendar days, counted from the day after the purchase if it was made at a physical store, or, if it was made through our online channels, from the day after the product was received. It applies only to manufacturing defects.

As noted above, once our company is aware of a warranty request it may review each particular case, inspecting the product and running whatever tests it considers relevant in connection with the defects or problems the consumer has raised. Once the assessment is complete, MY DOLL HAIR LLC. may choose to repair the product, exchange it for another of the same style, reject the request while setting out the reasons supporting that rejection, or issue a refund or a purchase voucher or coupon. In every case, our team of professionals will get in touch within no more than fifteen (15) calendar days to notify and inform you of everything relating to the assessment of whether the warranty applies and the steps to follow.

Note that where the warranty does not apply and that finding is duly substantiated, the customer must cover the transport and shipping costs of the product.

If, as a result of the assessment carried out on the product, the company decides to issue a refund, it will contact the customer directly and request the following information: a copy of an identity document, and bank certification for the account into which the money is to be deposited. In that case the company has up to fifteen (15) calendar days to proceed with the refund through the channels available to it.

Where a warranty claim concerns a product whose style was on promotion and/or discount, and an exchange is found to be admissible, we will aim to exchange it for one of the same style, provided it is available. Otherwise it will be exchanged for one of equal value to what the customer paid.

THREE: GROUNDS FOR OUTRIGHT REJECTION OF A WARRANTY REQUEST

The product warranty will not be granted, and the request will be rejected without further explanation, when:

1. The warranty request is submitted outside the thirty (30) calendar day period set out in section two of this policy.
2. There has been improper use of the product, with signs of altered color, smell, texture, cut, styling or bleaching.
3. The product is returned dirty.
4. The washing, care and detangling instructions on the labels and in the notices published on our website, Instagram and other digital channels have not been followed.
5. Chemicals have been used that bleach or damage the wefts, fibers or hair in general.
6. The customer has altered or modified the product.
7. The product has been exposed to high temperatures, such as fireplaces, bonfires, grills or fire.
8. The product shows normal wear from use and the passage of time.
9. Force majeure or unforeseeable circumstances.
10. The act of a third party.
11. The product has been altered, tampered with, repaired or modified by the customer or a third party.

Where the product can be repaired, we will proceed accordingly. Where that is not possible, it will be exchanged or replaced. If the fault recurs, the product will be exchanged at the consumer's choice. If the same style is not available, the customer may choose one of the same kind and/or with similar characteristics, or ask for the value of the product to be recorded as a credit, issued as a purchase voucher valid for sixty (60) calendar days, or request a refund.

Where a return of an item is accepted, the consumer must ship the goods with shipping prepaid. If it is sent cash on delivery or with payment by the recipient, the product will NOT be accepted by MY DOLL HAIR LLC., and tracking, loss, care and/or recovery of the product with the carrier hired by the consumer will be the consumer's sole responsibility.