Refund policy

This is MCSARA’s policy on exchanges, returns, refunds, order cancellations, and return shipping.

1. Return & Refund Request Period

Customers may submit a return or refund request within 30 days of receiving their order. All requests will be reviewed within 24 hours, and once approved, the refund may take up to 30 days to be returned to the original payment method.

1. Return Conditions

Returned items must meet the following conditions:

• Unused

• Not installed

• Unwashed

• Undamaged

• Unaltered

• Kept in the original packaging with all applicable tags, labels, boxes, and accessories

Items that do not meet these requirements may not be eligible for return or refund.

1. Refund Amount

Refund eligibility and the applicable refund amount depend on the order status at the time the cancellation or return request is made.

A. Orders Not Yet Processed

If your order has not yet entered the processing or production stage, you are eligible for a 100% refund of the order value.

B. Pre-Orders in Production but Not Yet Shipped

If a pre-order has already entered production but has not yet been shipped, the customer is eligible for a refund of 70% of the order value.

The remaining 30% covers non-recoverable costs already incurred during order preparation and production, including material preparation and wastage, labor, production, order handling, and costs related to the specifications selected by the customer.

Pre-order items may be produced according to selected specifications such as color, length, and extension type. Once production has begun, materials and labor have already been committed, and the completed product may be more difficult to resell.

C. Pre-Orders Already Shipped or Refused Upon Delivery

If a pre-order has already been shipped, or the customer refuses or fails to receive the delivery, the eligible refund will be calculated as:

70% of the order value, minus round-trip shipping costs.

The 30% deduction covers the production and cancellation-related expenses described above. Shipping costs are deducted separately.

The customer is responsible for costs incurred for both the original shipment and the return shipment where applicable.

D. In-Stock Orders Already Shipped or Refused Upon Delivery

If an in-stock order has already been shipped, or the customer refuses or fails to receive the delivery, the eligible refund will be calculated as:

70% of the order value, minus applicable outbound and return shipping costs and any other non-recoverable delivery charges.

The remaining 30% covers order processing, handling, return inspection, repackaging, and restocking expenses.

4. Return Shipping Responsibility

If a return or exchange is requested due to personal preference, an incorrect selection made by the customer, or another reason not resulting from an error by MCSARA, the customer is responsible for the applicable return shipping costs.

If you arrange the return shipment yourself, please use a trackable shipping service and keep proof of shipment.

If the return results from an incorrect item sent by MCSARA or a confirmed product issue attributable to MCSARA, please contact Customer Service before sending the product back so that we can provide the appropriate solution and return shipping instructions.

5. Order Cancellations

Cancellation eligibility is based on the current status of the order.

• Orders that have not entered processing or production: eligible for a 100% refund.

• Pre-orders that have entered production but have not shipped: eligible for a 70% refund under Section 7.

• Orders that have already shipped: cannot be cancelled and will instead be handled according to the applicable return and refund terms in Sections 1 and 2.

Because orders may move into processing quickly, please contact us as soon as possible if you would like to request a cancellation.

Submitting a cancellation request does not guarantee that the order can be stopped before processing, production, or shipment has begun.

6. Return Address

Please do not return a product without first receiving return authorization and instructions from MCSARA.

For approved U.S. returns, the applicable return address may be:

MCSARA U.S. Warehouse
44880 Falcon Pl, Suite 115
Sterling, VA 20166
United States

The appropriate return destination may vary depending on your order and location. Please follow the return instructions provided by our Customer Service team.

We will be happy to assist you.

7. Exchanges

Customers may request an exchange within 30 days of receiving their order, provided that the product meets the conditions below.

Exchange Eligibility

To be eligible for an exchange, the product must:

• Be unused

• Be uninstalled

• Be unwashed

• Be undamaged

• Be unaltered

• Remain in its original packaging with all applicable tags, labels, boxes, and accessories

As human hair extensions are hygiene-sensitive products, we cannot accept items that show signs of wear, installation, washing, alteration, or use.

How to Request an Exchange

Please contact MCSARA Customer Service before sending any product back.

Once your exchange request has been approved, we will provide the correct return instructions and return address.

Do not return the product to the sender address shown on the original package unless MCSARA specifically instructs you to do so.

Customers should use a trackable shipping method and provide the return tracking number to MCSARA. We are not responsible for return packages lost in transit when valid tracking information is unavailable.

After the returned product is received, it will be inspected before the exchange is confirmed.