Please read this information carefully as it contains important details about our store policy that may apply to you.
At VHO Online LLC customer satisfaction is our No.1 goal. We stand behind the quality of our products. We believe we can work together with our clients to make every purchase a positive experience. Our hair is carefully hand inspected shampooed and conditioned before leaving our warehouse. Due to the nature of our product, and because each individual piece comes from a separate donor, we cannot guarantee hair color or texture.
Virgin human hair is distinct, and no two heads of hair are exactly alike. Our pictures are meant to give you a good idea of our textures. When you place an order with us you will notice that there will be some variation between our pictures and that of the hair you receive. This is not avoidable nor should it be. It is part of the fun of buying and wearing premium quality virgin hair. Our hair is beautiful and unique, just like you!
Since we only supply unprocessed virgin hair it comes in natural shades of 1B (Off Black). If you choose to color the hair, it takes and holds permanent, semi-permanent, lifts, and cellophane beautifully! (Recommended to be done by a professional stylist).
[warning]Refunds and/or exchanges WILL NOT be issued for dissatisfaction with texture or color![/warning]
All terms of payment are always 100% upfront. We accept all major credit cards. As soon as you place an order online your credit card will be charged. We have zero tolerance for Credit card fraud and theft of our merchandise. Any fraudulent purchases will be prosecuted to the fullest extent of the law. If your billing address is different than your shipping address you will be required to fill out a credit card authorization form and send documentation before your shipment is released. If this is necessary a representative will contact you promptly after your order has been placed. This may delay the shipping of your order.
[warning]Once payment is made there are no cancellations of order[/warning]
Our business hours are Monday through Friday from 9:00 am to 6:00 pm (EST). Orders placed over the weekend will be shipped first thing Monday morning unless it is a holiday. Once shipped, orders arrive within the time frame selected at checkout.
If any product is out of stock, it will be shown as “sold out” and you will not be able to purchase that product. However you can send us an e-mail stating what item you want and your contact information. Once the product becomes available you will be sent a notification, we will not hold product for clients, the notification is a courtesy to let you know your product is back in stock.
Please note: Prices, specifications, and availability of products are subject to change without notice.
At VHO Online LLC we maintain a very high level of quality assurance. Every bundle of hair goes through a vigorous process to make sure you are receiving the best quality product possible. All hair orders are thoroughly inspected before shipping. It is our primary focus to make sure you are completely satisfied.
Due to the nature of our products, all sales are final.
We take great pride in our product and it is 100% guaranteed. Since natural hair is reactive to a simple wash and deep conditioning product issues or concerns can often easily be remedied by implementing a simple care regimen. However, if you feel you’ve received a product that is truly defective and unusual we want to hear from you! If you have received any product that is defective you must contact us within 7 business days of receipt of the merchandise. We will address the quality issue at once. A customer service Representative will provide the customer with mailing instructions for the return of ALL of the product in question. Customers will be responsible for paying costs associated with returning the item to the VHO Online LLC Distribution Center. If VHO Online LLC verifies and agrees that the product is defective in any way, VHO Online LLC will then exchange or replace the item.
If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. VHO Online LLC will cover the cost of shipping the exchanged/new item back to the customer. If VHO Online LLC does not validate the product defect issue, we will return the item in question to the customer at our expense without an exchange of product. However we will not accept any product that has been altered in any way.
VHO Online LLC at its sole discretion, may exchange products under the following conditions:
Requests must be made within 7 business days of receipt of product(s). Any exchange request after 7 days will not be honored.
We will not accept any merchandise which has been used or altered (brushed, combed, picked, cut, or washed) in any way.
According to the Federal law you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns and federal law. Please return the item in the original and resalable condition as a necessary health precaution.
Product must be exchanged for something of equal or greater value. No refunds will be permitted.
In order to process an exchange the unwanted product would need to be sent back at your expense. We suggest sending through a carrier that provides tracking information and delivery confirmation since we are not responsible for lost packages. Once your product has been received it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.
All Express Shipments Require a Signature.
For your convenience please do not wait until the last minute to place your order. If you have a deadline, hair appointment or other engagements it is always wise to order far enough in advance to allow for unanticipated delays. We will give you a delivery estimate when you place your order based on the information we receive from our warehouse on behalf of DHL/Fedex. We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust DHL/Fedex to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact us.
FAILED DELIVERIES / REFUSED SHIPMENTS / INCORRECT SHIPPING ADDRESS
Incomplete or incorrect address information is the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, zipcode, etc.) needed to deliver your package. Your order will be shipped via DHL/Fedex to the address you provide. It is extremely important that you give us the most accurate and complete information possible. If an address correction needs to be made after your shipment has been sent you will be assessed extra fee DHL/Fedex charges us to make the correction. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.
If a shipment is returned to us due to a bad address you will be responsible for additional shipping charges. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.
If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please call us immediately. We will contact DHL/Fedex/UPS right away and initiate a trace for your package and have them start an investigation. This investigation can take up to 3-8 business days. If it is determined that your shipment has been lost a replacement will be sent pending investigation of the situation.
[warning]VHO Online LLC will not resend or refund a package that shows DELIVERED on DHL/Fedex/UPS tracking.[/warning]
VHO Online LLC reserves the right at our discretion to make changes to prices, policies and procedures. Please check this page periodically for changes.
COPYRIGHTS, AND OTHER RIGHTS
VHO Online LLC Company, does not accept liability beyond the remedies set forth herein, including any liability for products not being available for, or the provision of services and support. VHO Online LLC Company will not be liable for consequential, special, indirect or punitive damages even if advised of the possibility of such damages, or for any claim by any third party except as expressly provided herein. This limitation of liability applies both to products and services. Customer agrees that for any liability related to the purchase of products, VHO Online LLC Company is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of products under this agreement. Customer agrees that for any liability related to the purchase of services not bundled with products under this agreement, VHO Online LLC Company is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of services under this agreement.
With the exception of your personal information, any communication or material you send to VHO Online LLC, electronically or otherwise, including but not limited to data, questions, comments, suggestions, or submissions is and will be treated as non-confidential and non-proprietary. Anything you send to VHO Online LLC may be used by VHO Online LLC for any purpose including but not limited to modification, reproduction, transmission, disclosure, publication, broadcast, and posting. By submitting material to VHO Online LLC you irrevocably transfer and assign to VHO Online LLC and forever waive and agree never to assert, any copyrights, “moral” rights, rights of publicity or to privacy, or other intellectual-property or proprietary rights that you may have in such material.
VHO Online LLC reserves the right to cancel or change any program without notice at any time.
Note: If you need further clarification about our Terms and Conditions or have general questions please contact us.