Returns & Exchanges

Return Policy

You can access our returns portal here: Returns Portal

If you would like to return products to us, please submit a return request via our returns portal.

The return period is 30 days from the date of delivery.
Please note that for hygiene reasons, we only accept unopened products.

How to request a return:

  1. Open the returns page.

  2. Enter your order number and your postal code.

  3. After entering the details, all items from your order will be displayed. Select the products you wish to return and confirm your selection.

  4. Print your return label.

    • Alternatively, you can clearly write the return number on the package or include it on a delivery note or a separate sheet placed inside the parcel.

    • It is important that the return number is clearly visible so we can correctly assign your return.

  5. If you use a label, attach it clearly and visibly to the parcel—ideally over the old shipping label to avoid confusion.

  6. No additional documents are required, as all information is stored digitally.

  7. Drop off the parcel at a post office or parcel shop of your choice (e.g. DHL, DPD, etc.).

Please note that return shipping costs are the responsibility of the customer.

Contact

service@rubin-extensions.com or via WhatsApp

WRONG COLOR / WRONG PRODUCT

If you received the wrong hair color or an incorrect product, you may return it unopened.
We are happy to assist you with color selection. Simply send us a photo of your hair or your desired color via email at service@rubin-extensions.com or via WhatsApp.

REFUND

Refunds will be issued using the original payment method used at checkout.

PROCESSING TIME

Please note that return processing may take some time, as all items must be carefully inspected.

COMPLAINTS

Complaints must be submitted in advance via email, including a detailed description of the issue and photos, to service@rubin-extensions.com.
Returns require prior approval from Rubin of Switzerland AG.

The product will then be carefully analyzed. This process may take up to 2 weeks. Once a decision has been made, we will contact you.

Complaints can be submitted within 14 days from the date of order.

For hygiene reasons, we do not accept returns if the seals have been broken or if the inner packaging is not in its original condition.