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Our Promise to you

A new era of beauty deserves a new era of accountability.

At Celviá, we stand behind the exceptional quality of our hair. Every set is crafted from meticulously selected, naturally cuticle-intact human hair and refined through our proprietary, gentle 10-day coloring process to ensure softness, longevity, and seamless blending. Our guarantee is in place to honor the investment you make in choosing Celviá and to ensure that every piece you receive reflects the artistry and intention we pour into our craft.

Trust and transparency are the foundation of all good relationships. With Celviá, there is no guessing. Our standards, our coverage, and our promise are clearly outlined so you always know exactly how we will support you if something goes wrong.

If you discover an issue with your hair extensions, we want to make it right. Even in cases where a replacement isn’t possible, our team is always happy to help troubleshoot and guide you toward the best possible outcome.

WE PROUDLY GUARANTEE THE FOLLOWING

Celviá extensions are crafted from premium human hair, which means they behave just like your own.
Just as natural hair can feel drier after frequent heat styling, become more prone to tangling in dry climates, or respond differently based on brushing habits, product usage, and daily wear, Celviá hair mirrors the natural performance and sensitivities of your own hair.


1. Structural Integrity — Tangling Beyond Normal Wear

As with all real human hair, subtle tangling may occur depending on hydration, environment, and daily wear, and is considered part of normal use.

A true quality concern is defined as:

  • Severe, tightening tangles or knots

  • Hair that cannot be brushed out with detangling and hydration

  • Hair that worsens when attempting to smooth or brush through

Hair exhibiting these characteristics may qualify for replacement under our guarantee.


2. Fiber Stability — Excessive Shedding

A small amount of shedding is normal with all human hair extensions.

A quality issue is characterized by:

  • Lightly running fingers through the hair and clumps are coming out 

  • Experiencing a significant, repeated amount of shedding beyond what is typical of natural hair

This level of shedding indicates a construction or base issue and may qualify for replacement.

3. Chromatic Integrity — Premature Color Fading

Celviá hair is colored slowly and intentionally to preserve tone, dimension, and longevity.

You may qualify for a return or exchange if:

  • Noticeable fading occurs within 7 days of delivery, which does not occur because of improper product usage, excessive heat styling or excessive washing. 

Color changes after this period are typically influenced by environment, water, product use, or heat, and cannot be assessed accurately.

COVERAGE WINDOW

  • Quality-related concerns must be reported within 14 days of delivery

  • Color-related concerns must be reported within 7 days of delivery

Claims submitted outside of these windows are not eligible for replacement.

TO FILE A CLAIM

To evaluate your claim fairly and accurately, we require the following information:

1. Product Usage Disclosure

A complete list of all products used on the hair, including:

  • Shampoo and conditioner

  • Leave-ins or detanglers

  • Oils or serums

  • Heat protectants

  • Styling products (mousse, cream, spray, texture products)

  • Protein or bond-building treatments

  • Clarifying or chelating products

  • Purple, blue, or tinted shampoos or conditioners

2. Heat Styling Details

Please provide:

  • Maximum heat setting used

  • Type of hot tools and brand of hot tools (curling iron, wand, flat iron, blow dryer, etc.)

  • Whether a heat protectant was used

  • Frequency of heat styling

  • Whether heat was applied to damp hair

3. Visual Documentation

Clear photos and/or videos showing:

  • The area(s) of concern

  • Full-length view of the hair

  • Brush-through attempts (for tangling concerns)

  • Weft/base close-ups (for shedding concerns)

  • Natural-light photos (for color concerns)

  • Installation method, if worn or installed

4. Care & Wear Overview

A brief summary of:

  • Brushing frequency

  • Washing frequency

  • Drying method

  • Whether the hair was slept in

  • Exposure to chlorine, sunscreen, saltwater, or spray tan

  • Storage practices when not in use

5. Confirmation of No Chemical Processing

Hair must not have been:

  • Dyed, toned, glossed, or tinted

  • Bleached

  • Purple or blue shampooed

  • Chemically straightened or permed

  • Keratin treated

Any chemical alteration voids eligibility for replacement.


6. Order Verification

  • Order number

  • Shade and length purchased

  • Date of delivery

To uphold the highest standard of fairness and accountability, we may request that the hair be returned to us for further inspection. In certain cases, this evaluation may include professional testing to verify the condition of the hair and ensure the concern aligns with the details provided. This process allows us to assess each claim thoroughly and responsibly, honoring both our customers and the craftsmanship behind every Celviá piece.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at celviahair@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at celviahair@gmail.com. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at celviahair@gmail.com.