ETERNA Exchange & Warranty Policy
Last Updated: August 23, 2026
We want you to feel confident before placing your order. Please review the policy below, which explains when an ETERNA Medusa Weft may qualify for a shade exchange or factory-defect replacement.
1. All Purchases Are Final Sale
All ETERNA products are final sale. Refunds and store credit are not offered.
Eligible Medusa Wefts may qualify for an exchange or replacement only as specifically outlined in this policy.
2. Exchange Window
All exchange and warranty requests must be submitted within 90 days of the original delivery date.
Requests submitted after the 90-day window will not be reviewed.
ETERNA considers requests for:
- A one-time shade exchange for an unused Medusa Weft
- Replacement of a Medusa Weft with a confirmed factory construction defect
Submitting a request does not guarantee approval. All requests are subject to inspection and approval by the ETERNA Quality Control Team.
3. Required Product Condition
To qualify for an exchange review, the Medusa Weft must be:
- Completely unused and uninstalled
- Returned in its original packaging
- Accompanied by all original tags, seals and protective materials
- Free from signs of handling, wear, coloring, cutting or alteration
Once a weft has been installed, worn or altered in any way, it is no longer eligible for exchange, even if it was only installed or worn briefly.
4. Shade Exchanges
One shade exchange is permitted per eligible Medusa Weft.
The replacement weft must be of equal or greater value. The customer is responsible for paying any price difference.
Refunds and store credit will not be issued if the replacement item is lower in value.
5. Factory-Defect Warranty
ETERNA Medusa Wefts include a 90-day limited warranty covering confirmed factory construction defects.
Qualifying defects may include:
- Separation of the weft from the attachment track
- Rips or tears within the weft structure
- Structural failure at the attachment point that was not caused by installation, handling or wear
All factory-defect claims must be inspected and confirmed by the ETERNA Quality Control Team.
6. What Is Not Covered
The following are not considered factory defects and are not eligible for exchange or replacement:
- Color fading, color shifting, warmth, brassiness or other tone changes
- Dryness, matting, tangling or texture changes
- Effects caused by well water or hard water
- Damage caused by keratin, protein or bonding products, including Olaplex and K18
- Damage caused by improper maintenance or failure to follow ETERNA care guidelines
- Sleeping without a silk or satin bonnet
- Brushing without the ETERNA Medusa Brush
- Shedding related to wear, brushing or installation
- Coloring, toning, glossing or chemical processing
- Heat or styling damage
- Improper installation, removal or maintenance
- Client-care or product-use issues
Hair extensions are colored and processed similarly to natural hair. Their color, tone and texture may respond differently over time depending on care, environment, product use and shade selection. These changes are not considered manufacturing defects.
7. Non-Exchangeable Items
The following items are final sale and cannot be exchanged:
- Final-sale or discounted items
- Custom orders
- Wefts returned after the 90-day window
- Installed, worn, handled or altered wefts
- Accessories, tools, kits and digital products
8. Quality Control Review
All exchange and warranty requests are reviewed by the ETERNA Quality Control Team.
Please allow 7 to 10 business days for inspection after the product is received.
No replacement will be shipped until:
- The original Medusa Weft has been received by ETERNA.
- The Quality Control inspection has been completed.
- The exchange or replacement has been approved.
All approval decisions are made at the discretion of the ETERNA Quality Control Team and are final.
If a request is denied, the original weft will be returned to the customer. No exchange, refund or store credit will be issued.
9. Return Shipping
Customers are responsible for all return shipping costs.
ETERNA is not responsible for return shipments that are lost, delayed or damaged in transit.
10. Professional-Use Products
ETERNA Medusa Wefts are intended exclusively for trained professional stylists.
Improper handling, installation, removal, maintenance or chemical processing will void all exchange and warranty eligibility.
ETERNA reserves the right to deny any request that does not meet the requirements of this policy and may update this policy at any time.
