Manufacturer Defects Warranty
We stand behind
the quality of our hair.
If you experience a manufacturer defect, we're here to make it right. Here's exactly what's covered, and how to submit a claim.
Coverage Window
All Muse HairPro extensions are covered under our Manufacturer Defects Warranty, beginning the date of delivery.
What the warranty covers
A defect is an issue with the hair as it was made — not the result of how it was cared for, installed, or styled. Use this guide to see where your concern falls.
Qualifies as a defect
- Excessive shedding from the weft, bonds, or tape-ins
- Unraveling wefts (without being cut or altered)
- Faulty keratin bonds or tape defects
- Abnormal texture inconsistencies not consistent with the product description
- Structural issues with the extension seams that impact wearability
Does not qualify
- Dryness, tangling, or matting due to improper home care
- Use of products with protein, sulfates, or "repair / bonding" ingredients
- Improper installation or removal
- Cutting hand-tied wefts or altering the hair in any way
- Color changes from toning, coloring, sunscreen, hard water, or environmental exposure
- Normal wear and tear after installation
How to submit a claim
Open a ticket with our support desk and select Hair Issues from the dropdown. Please include the following so we can review your claim quickly.
Order number
Date of installation
Detailed photos and/or videos clearly showing the issue
Description of the concern
Products used (shampoo, conditioner, styling products)
Method of installation and type of extensions used
On the support form, choose Hair Issues from the dropdown to route your claim to the right team.
The resolution process
Once your claim is reviewed and approved, we'll offer one of the following.
Replacement
A replacement of the defective product, matched to your original order.
Store Credit
Credit toward your next Muse HairPro order, applied to your account.
Refund
A refund to your original payment method, if applicable.
In most cases, we'll require the product to be returned for quality inspection. A return label will be provided if needed.
Important notes
- All claims must be submitted within the 45-day window.
- Hair must not be excessively altered or compromised prior to submission.
- Failure to provide requested information may delay or void your claim.