Quality Guarantee

Quality Guarantee

Our Quality Guarantee has two levels. Level 1 is for every customer. Level 2 gives longer cover when you meet the conditions listed under it.

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.

What a certified stylist is

A certified stylist is a hair extension professional with a hair extension certificate from an industry-recognized training organization.

How to make a claim

  1. Email canadasupport@violahairextensions.co within the time that applies (30 days from delivery for Level 1, 190 days from purchase for Level 2). Include your order number and photos of the problem. For Level 2, also include the name of the certified stylist who installed the hair.
  2. We will reply with the next steps.
  3. Send the hair back to us for inspection, using a trackable shipping service. You pay the return postage. Pack it well; it is your responsibility until it reaches us.
  4. We will inspect the hair and email you the result.

Send returned hair to:
Viola Hair Canada
480 Mapleton Avenue, Unit 4
Barrie, Ontario
L4N 9C2

Returns are separate

You can also return unused hair within 21 days of delivery for any reason. That is a different process, explained in our Refund and Returns Policy.

Your legal rights

The Quality Guarantee is in addition to your legal rights. Nothing in it 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