Bombay Hair Package Protection Policy

Add insurance to your order by selecting this Bombay Hair Package Protection at checkout. The Package Protection Plan protects against in transit damaged, lost, or stolen orders.

 

Bombay Hair Protection Plan

Add insurance to your order by selecting our Bombay Hair Protection Plan. The Bombay Hair Protection Plan protects against damaged, lost, and stolen orders. Only included if chosen and paid for at checkout on the respective order number. This Bombay Hair Protection Plan is currently only available and applicable for shipped orders within the United States of America, Canada and the United Kingdom.

Your shipped order will be protected from delivery transit damage, loss, and theft by selecting and paying for the Bombay Hair Protection Plan at checkout*. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Bombay Hair and receive a replacement item when the claim in approved. We are excited to offer this service to you, and we highly recommend you select the Bombay Hair Protection Plan in your cart.

*Subject to full details and policies as listed below.

 

Bombay Hair Protection Plan Policies

For online orders placed that include the Protection Plan (as selected and paid for at checkout), your order will be covered in the event it is lost, stolen or damaged. In the case of any issues with the delivery (lost, stolen, damaged) of your order when reported within the stipulated timeframe you will be eligible for a replacement product (maximum 1 replacement per order).  

The Bombay Hair Protection Plan does not cover any delivery issues to orders shipped to third party facilities (e.g. freight forwarding etc.). Shipping to a third party facility voids your Bombay Hair Protection Plan and no replacement can be issued.

The Bombay Hair Protection Plan does not include a refund option for any damaged, lost, stolen orders. The Bombay Hair Protection Plan does not reimburse the cost of the protection plan itself or any customs/duties fees.

For customers who have placed an order with the Bombay Hair Protection Plan and experienced a damaged, lost, or stolen order it must be reported via email and claim filed with Bombay Hair officially within a minimum of 5 business days to a maximum of 10 business days of the stated date of delivery. If it has exceeded the 10 business days since the stated date of delivery and a claim has not been filed officially the customer understands the Bombay Hair Protection Plan does not cover their order and they are no longer eligible for a replacement/refund.

The Bombay Hair Protection Plan must be added to your order at the time of purchase. It cannot be added after an order has already been placed.

To file for a damaged, lost or stolen order the claim must be submitted using the link below within the stipulated time frame for the order:

https://bombayhair.com/pages/lostpackage

In the event of an error where the Bombay Hair Protection Plan is added to an international order (outside of the USA, Canada, or UK) please contact orders@bombayhair.com within 3 business days of placing the order to be refunded for the Bombay Hair Protection Plan as the Bombay Hair Protection Plan does not cover orders outside of the stipulated locations (USA, Canada, UK).

The Bombay Hair Protection Plan will provide a maximum of one replacement if Bombay Hair approves your claim; to the individual item or order. The Bombay Hair Protection Plan covers the order within delivery transit, such as but not limited to UPS, FedEx, Canada Post, USPS. Once delivered, per tracking information of the respective carrier (Includes but not limited to UPS, FedEx, Canada Post, USPS), there is a maximum and minimum time a claim can be filed. Once past the stated maximum time, the order or item is no longer eligible for coverage.

If Bombay Hair requests pictures or videos, the images and video must be sent via email to orders@bombayhair.com. The images and/or video must be clear, in-focus, and of the requested information. Should Bombay Hair request additional photos or videos, this must be provided for the claim.

 

Filing a Claim

To file for a damaged, lost or stolen order the claim must be submitted using the link below within the stipulated time frame for the order: File My Claim

 

 

Damage Policy

The Bombay Hair Protection Plan covers damaged orders. A damaged order is one which has visible damage including broken, shattered, and severely bent parts.

Cosmetic damages are not covered under the Bombay Hair Protection Plan. Cosmetic damages are including but not limited to scratches, dents, box only damage.

Damaged orders require images/videos clearly displaying the issue with the item. If images/videos are not given the damaged claim will be denied. The damaged item must not be disposed of until the claim is completed in the event it needs to be sent back to Bombay Hair or any additional information is required.

Damage claims will be approved at the Bombay Hair team's discretion in the case of a dispute and by purchasing this protection plan the customer agrees to these terms.

Broken items:

If Bombay Hair requests additional photos or videos and the item has been disposed of the item/order will no longer be eligible for coverage. If a customer received a damaged item and needs to dispose of it the customer needs to check their city ordinances and dispose of it properly. Before disposal, a photo and or video of the damage must be taken and approved by Bombay Hair in order to provide coverage in the form of a replacement. The customer does not need to ship it back to Bombay Hair unless requested otherwise by Bombay Hair.

Damaged items:

A damaged item is considered damaged if it is crushed or shattered to the point no repair can be applied, etc., which Bombay Hair will determine based on the provided photos and or video. It does not cover cosmetic damage (scratches, dents, chips, tears or any natural aspects of the product that may occur etc.), minor manufacturing imperfection, packaging errors, etc. Bombay Hair Protection Plan requires further evidence of the damaged item (photos, videos, etc.).

Reshipping Fee:

In the case your order is approved for a replacement by Bombay Hair Protection Plan, at the discretion of Bombay Hair, we may require the shipping fee to be paid. Select areas may require reshipping fees, such as but not limited to; United States Territories, rural areas.

 

Lost or Stolen Orders

The Bombay Hair Protection Plan covers lost and stolen packages. To be considered stolen the order must show as delivered on the tracking information, but the recipient advises it has not been received. To be considered as lost the tracking must have not updated in a minimum of 7 business days and must not show as “delivered”. Orders with a proof of delivery image and/or signature signed for, are not considered eligible, as the courier has verified delivery to the shipping address and/or the recipient. Orders that are in transit but the tracking information has not updated in 7 business days are considered lost packages and are eligible for a replacement through the Bombay Hair Protection Plan.

Packages that are returned to sender, marked as abandoned, have the incorrect shipping address entered at checkout, or are stuck in customs are not considered lost packages and the Bombay Hair Protection Plan does not cover these orders.

 

Stolen Orders: "Delivered" but Not Delivered Package Policy

 

Order issues for packages marked "delivered" but are not received are considered by Bombay Hair as stolen. They must be filed five days after the listed "delivery date" but no longer than 10 business days to ensure it was not misdelivered to a neighbour, incorrectly marked as "delivered," or found around the premises. Orders with a proof of delivery image and/or signature signed for, are not considered eligible, as the courier has verified delivery to the shipping address and/or the recipient.

At our discretion, Bombay Hair may require a police report when a package is marked as delivered, but you have not received the package.

Filing a Police Report

In the case Bombay Hair Protection Plan requires evidence of the police report the customer files the police report and includes an explanation that Bombay Hair Protection Plan has protected the customer's package that has been stolen. To process the order issue with Bombay Hair, the Bombay Hair Protection Plan requires a police report.

Send Bombay Hair the police report PDF & number in the order issue. Upon request, Bombay Hair can require additional documentation (e.g. proof of identity, address, etc.).

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanour or a felony

Delivered to a Wrong Address

If the customer inputs the correct address at checkout and the package was delivered to the wrong address by the shipping carrier, Bombay Hair considers this as stolen. We will replace the order on behalf of the customer. If the customer inputs the incorrect address at checkout, the Bombay Hair Protection Plan will not cover the package.

In the case the shipping carrier could not deliver the package, and the package is delivered to a carrier access point, it is the customer's responsibility to contact the carrier and retrieve the package thus, not covered by Protection Plan.

Order Issue Filed Too Soon

If filing an order issue the same day that the package was marked as delivered, at our discretion, Bombay Hair may ask you to wait five business days. Carriers (UPS, FedEx, Canada Post, USPS, etc.) sometimes prematurely mark the package delivered when it's still in transit.

Reshipping Fee

In the case your order is approved for a replacement by Bombay Hair Protection Plan, at the discretion of Bombay Hair, we may require the shipping fee to be paid. Select areas may require reshipping fees, such as but not limited to United States Territories, rural areas.

 

Packages Presumed to be Lost: Tracking Does Not State "Delivered" Policy

Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date and within a maximum of 30 days from the last checkpoint.

Suppose a single order is being shipped in multiple packages and one package does not arrive per tracking. In that case, Bombay Hair Protection Plan will cover the order issue and send a replacement of the undelivered package, unless policy states otherwise (such as but not limited to the package marked as Abandoned). Photos and/or videos will be required of the delivered items.

 

Invalid Address or Delivery Barriers

Sometimes carriers cannot deliver the customer's package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender. The customer's package is not lost, which the Bombay Hair Protection Plan does not cover.

Unable to Deliver/Abandoned

Packages that were unable to be delivered by the carrier due to missing address details, refusal to pay customs/duty fees or no persons available at the delivery address are not covered by the Bombay Hair Protection Plan. Suppose the customer cannot retrieve the package at a carrier access point, due to unsuccessful delivery attempts and/or the package is marked as Abandoned. In that case, they are not covered by the Bombay Hair Protection Plan.

Packages Labelled "Return to Sender."

Bombay Hair Protection Plan does not cover packages labelled return to sender because the order has been sent back to Bombay Hair. A reshipping fee will be required as all Bombay Hair orders that are returned to sender are subject to a minimum $25.00 return to sender fee. Items are returned to the sender when a customer provides an invalid, undeliverable address, refuses delivery etc.

Order Stuck in Customs

Bombay Hair Protection Plan cannot cover when a customer's order is stuck in borders/customs. The customer's next step is to await the package's release, and if applicable, then pay the customs fees to receive the package. If the customer refuses delivery or payment for customs fees the package is not covered under the Bombay Hair Protection Plan. If Bombay Hair Protection Plan replaces something the customer has already paid customs on, Bombay Hair Protection Plan may or may not approve and pay customs the second time under Bombay Hair's discretion.

Reshipping Fee

In the case your order is approved for a replacement by Bombay Hair Protection Plan, at the discretion of Bombay Hair, we may require the shipping fee to be paid. Select areas may require reshipping fees, such as but not limited to United States Territories, rural areas.

 

Replacement Orders

For Bombay Hair Protection Plan approved claims a replacement order will be automatically be created and shipped to the original shipping address with the original item(s) only. In the event that the original item(s) ordered are on backorder/out of stock the order will ship once the item has been restocked. Replacement orders can only include the original item(s). They cannot be altered to any other item. In the event that the original item is no longer available permanently due to such as being discontinued, the customer is eligible for an item of equal or lesser value at Bombay Hairs discretion only. Item(s) selected of lesser value, the costs are not refunded. Replacement orders are non-refundable. Replacement orders are only eligible for exchanges in the case of hair extensions.

Replacement orders are shipped with a signature upon delivery feature to ensure a safe delivery. This is a requirement for a replacement order.

In the event that a replacement order is damaged upon arrival Bombay Hair customer service must be contacted within 2 business days of the stated date of delivery at orders@bombayhair.com. The order number, photos of the damage clearly displayed, and packaging are required. If these required items are not provided Bombay Hair cannot assist with resolving the issue further.

In the event that a replacement order is also lost or stolen Bombay Hair will require the recipient to file a police report prior to any further action from Bombay Hair.

If you do not purchase the Bombay Hair Protection Plan and in the case of a damaged, lost, stolen order, Bombay Hair is not responsible and cannot offer a replacement or refund.

By purchasing the Bombay Hair Protection Plan you agree to all listed terms. This Bombay Hair Protection Plan is subject to change at any time and without prior notice.

 

Policies (Continued)

Wrong Address Inputted

  • If the customer entered the wrong address at the time of the order, the Bombay Hair Protection Plan does not cover this. Only covered if Bombay Hair had officially corrected the address and confirmed it as so before the processing of the order – in which Bombay Hair Protection Plan will verify this with Bombay Hair.

Quality Control

  • If the customer is unsatisfied with their product, the Bombay Hair Protection Plan is not a product replacement plan, and the order issue cannot be approved. The customer needs to reach out to our customer care team (orders@bombayhair.com).

Too Late to File

  • Bombay Hair Protection Plan can deny an order issue filed within the bounds of our USA, Canada, UK policy. If an order issue is filed outside of this timeline, Bombay Hair will deny the order issue according, but not limited to these policies:
    • Order issues for packages marked "delivered" yet not received and where there is no evidence of theft must be made 5 days after "delivery date" but no longer than 10 days to ensure it was not misdelivered or easily found around the premises.
    • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date and within 30 days from the last checkpoint.

Expedited or Express shipping hasn't arrived

  • If the customer's package is delayed for whatever reason, the Bombay Hair Protection Plan will not cover it.
  • Carriers update their website with expected delays due to inclement weather or other barriers to delivery.
  • Suppose the customer paid for expedited or express shipping, but the package arrives outside the expected window. In that case, the Bombay Hair Protection Plan will not cover it.

 No Tracking Information

  • Bombay Hair Protection Plan reserves the right to deny order issues where no tracking number/information is available.

 Package in Pre-Shipment

  • Bombay Hair Protection Plan reserves the right to deny order issues where package tracking is marked as "pre-shipment" or has not been received/scanned by the carrier.

 Closed Order Issues

  • If a customer does not respond within five days, the Bombay Hair Protection Plan will automatically close the order issues. Customers can open the order issues back up by replying to the original thread to a maximum of 15 days afterwards. 15 days+ matter are closed fully and cannot be reopened.

 

Did Not Want Protection Plan

  • If the customer's package has not shipped, Bombay Hair can refund the Protection Plan premium. Once refunded, you are no longer covered by the Bombay Hair Protection Plan.
  • If the item has shipped, the Bombay Hair Protection Plan is already protecting the package and Bombay Hair cannot refund the customer.

 

Disclosure Policy

If you believe you've discovered a potential vulnerability, please let us know by emailing us at info@bombayhair.com. Provide us with a reasonable amount of time to resolve the issue. We aim to determine the critical problems within 1-7 business days of disclosure. Make a reasonable faith effort to avoid violating privacy, destroying data, or interrupting or degrading the Bombay Hair Protection Plan service. Please only interact with accounts you own or have explicit permission from the account holder.

Changes

We may revise these guidelines at any given time with no prior notice. The most current version of the guidelines will continuously be updated and be available on this page.

Questions? Email us at info@bombayhair.com.