No.

All ETERNA products are final sale. Refunds are not offered under any circumstance.

ETERNA Medusa Wefts are professional-use tools and cannot be returned for a refund once purchased.

Yes — exchange only, within a strict 90-day window from the original delivery date.

All exchange requests are subject to Quality Control review and approval.

You have 90 days from the date your order is delivered to submit an exchange request.

Requests submitted after 90 days will not be reviewed.

ETERNA considers exchanges for:

• One-time shade exchange (within 90 days, unused only)
  
• Factory defect replacement (within 90 days)
  

Refunds and store credit are never issued.

To be eligible for review, the weft must be:

• Completely unused and uninstalled
  
• Returned in original packaging
  
• Have all tags, seals, and protective materials intact
  
• Show no signs of handling, wear, or alteration
  

Once a weft has been installed or altered in any way, it is permanently ineligible.

ETERNA’s 90-day factory defect warranty is limited strictly to construction defects.

If confirmed by Quality Control, ETERNA may replace a Medusa Weft at no cost for the following issues:

• Weft separation from the attachment track
  
• Rips or tears in the weft structure
  
• Structural failure at the attachment point not caused by installation or handling
  

All warranty claims are reviewed and approved at the sole discretion of ETERNA’s Quality Control Team.

The following are not warranty issues and will not be approved for exchange or replacement:

• Color fading or color shift
  
• Tone changes, warmth, or brassiness
  
• Dryness, matting, tangling, or texture changes due to well water, hard water, or the use of keratin or protein-based products such as Olaplex or K18
  
• Damage or texture changes due to improper maintenance or failure to follow ETERNA’s required care guidelines, including sleeping without a silk or satin bonnet and brushing without the ETERNA Medusa Brush
  
• Shedding related to wear, brushing, or installation
  
• Damage from coloring, toning, glossing, or chemical processing
  
• Heat damage or styling-related damage
  
• Improper installation, removal, or maintenance
  
• Client care or product use issues
  

Hair extensions are colored and processed like natural hair and will respond differently over time depending on care, environment, and shade selection. These are not manufacturing defects.

No.

Installed, worn, or altered wefts are never eligible for exchange — even if worn briefly.

• One shade exchange is permitted per weft
  
• Weft must be unused and uninstalled
  
• Exchange must be for equal or greater value
  
• Customer pays any price difference
  
• No refunds or store credit issued

All returns and warranty claims are reviewed by ETERNA’s Quality Control Team.

• Inspection takes 7–10 business days
  
• Approval is not guaranteed
  
• All decisions are made at the sole discretion of Quality Control
  
• Decisions are final and non-negotiable

If a weft does not meet eligibility standards:

• The claim is denied
  
• The original weft is returned to the customer
  
• No exchange, credit, or refund is issued

No replacement will be shipped until:

1. The weft is received by ETERNA
   
2. Quality Control inspection is completed
   
3. Approval is confirmed

Customers are responsible for all return shipping costs.

ETERNA is not responsible for lost, delayed, or damaged return shipments.

Yes. The following items are final sale and not eligible:

• Final sale or discounted items
  
• Custom orders
  
• Any weft returned after 90 days
  
• Any weft showing signs of use or alteration
  
• Accessories, tools, kits, or digital products

Yes.

ETERNA Medusa Wefts are intended exclusively for trained professional stylists.

Improper handling, incorrect installation, or chemical processing voids all warranty and exchange eligibility.

Yes.

ETERNA reserves the right to deny any claim that does not meet professional standards and to update this policy at any time.

Standard Shipping: $20.00 (3-5 business days)
Express Shipping: $44.00 (2–3 business days)

📌 Shipping timelines begin after your order has been processed.

📌 All Pre-Orders Ship Within 12-15 Business Days

All orders take up to 2–3 business days to process before shipping. (excluding pre-orders)

Once processed, your chosen shipping speed applies.

All pre-order items ship within 12–15 business days from the date of purchase.

Once shipped, you'll receive tracking information.

All custom order items ship within 3-4 weeks from the date of purchase.

Once shipped, you'll receive tracking information.