CL Frosted Chestnut

At Hello Samy, we pride ourselves on offering premium quality hair extensions. We follow the New Zealand Consumer Guarantees Act 1993, which means you’re entitled to a repair, replacement, or refund if your product is faulty, not as described, or doesn’t perform as it should.

Change of Mind

Due to the nature of hair extensions and for hygiene reasons, we do not accept returns or exchanges for change of mind if the hair has been opened, handled, worn, or tampered with in any way. Please ensure you are happy with the colour and length before opening the sealed packaging.

If you’re unsure about the right colour match, we recommend:
    •    Booking a consultation with a Hello Samy stockist, or
    •    Sending clear photos in natural lighting to our team for advice prior to purchase.

Faulty or Incorrect Items

If you believe your item is faulty or you’ve received the wrong product, please contact us within 7 days of receiving your order at [your email address]. Items must be:
    •    Unused and in original condition
    •    Returned with original packaging and tags
    •    Accompanied by proof of purchase

We’ll assess the issue in line with the Consumer Guarantees Act and offer a refund, exchange, or store credit where applicable.

Shipping Costs

Shipping costs for returns (unless the item is faulty or incorrect) are the responsibility of the customer. We recommend using a tracked service as we are not responsible for lost return parcels.

Please note that hair extension colours may appear differently on screen due to variations in device display settings, lighting and resolution. We do our best to represent each shade accurately, but the final colour may vary slightly in real life. For the most reliable colour match we recomend visiting a Hello Samy Stockist for an in-person consultation or sending us photos of your natural hair in natural lighting and fill out our online consultation form.