Refund policy

Returns

You can return eligible hair within 21 days of delivery, for any reason.

Returned hair must be original, untouched and in its original packaging. That means it is unopened, unused, uninstalled, uncoloured and uncut, with all seals, ties and bundles intact, and free of salon product, styling or wear.

How to return something

1. Email canadasupport@violahairextensions.co with your order number before you send anything. Tell us whether you want a refund or an exchange.
2. Send the hair to:
   Viola Hair Canada
   480 Mapleton Avenue, Unit 4
   Barrie, Ontario
   L4N 9C2
3. Use a trackable shipping service and keep your tracking number. You pay the postage, unless we made an error (for example, we sent the wrong item).

Refunds

Once we receive and inspect your return, we will email you to say whether it is approved. Approved refunds go back to your original payment method. Your bank or card company may need extra time to post it. The refund covers the price of the hair. Original shipping charges are not refunded.

Exchanges

You can exchange unopened hair within 21 days of delivery. The same condition rules apply: the hair must be original, untouched and in its original packaging. You pay for trackable postage to send it back to us.

Email us your order number and tell us what you would like instead. We can exchange for items that are in stock in Canada. Once we have received and inspected the hair, we will send your exchange and pay to ship the replacement to you. If the new hair costs more, we will ask you to pay the difference before we send it. If it costs less, we will refund the difference.

What cannot be returned or exchanged

• Custom orders (see below).
• Sale items and gift cards.
• Hair that has been opened, used, installed, coloured, cut or otherwise altered.

Custom orders

Custom orders are final sale. A custom order is any colour, length, method or quantity that we do not hold in our Canadian inventory. Once a custom order is submitted, it cannot be cancelled, returned or exchanged.

Custom orders take 7–10 days before they ship to you. Timing can be longer if our supplier is low on stock or the shipment is delayed. After your order ships, delivery time depends on the shipping option you chose at checkout.

Cancelling an order

You can cancel an order any time before it ships, except a custom order that has been submitted. Once an order has shipped it cannot be cancelled, but you can return it under our Returns policy.

Damaged, wrong or lost parcels

See our Shipping Policy.

Quality Guarantee

Level 1: 30 days, for every customer

If your hair has a fault, tell us within 30 days of delivery. A fault means heavy shedding, tangling, or hair that is not the colour pictured. Send the hair back to us for inspection. If we confirm a fault, we will replace the hair.

Level 2: 190 days from purchase, with Viola aftercare

You are covered for 190 days from the purchase date when all of these are true:

• You bought Viola shampoo and Viola conditioner together with the hair.
• A certified stylist installed the hair. You tell us the stylist's name, and we check it against our trade accounts.
• Your maintenance appointments were no more than 3 months apart.

Send the hair back to us for inspection. If we confirm a fault, we will replace the hair or give you store credit.

Both levels

• We do not give cash refunds under the Quality Guarantee.
• Labour is not covered.
• Damage from heat, colouring or toning, altering the hair, incorrect installation or maintenance, and misuse are not covered.

How to make a claim is in our Quality Guarantee page.

Your legal rights

Nothing in this policy limits any rights you have under consumer protection laws that apply to you.

Contact

Viola Hair Canada
480 Mapleton Avenue, Unit 4
Barrie, Ontario
L4N 9C2
Email: canadasupport@violahairextensions.co
Phone: 416-712-3429

Last updated: 27 October 2026