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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

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 AND 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.

FINAL SALE POLICY

Due to the hygienic nature of human hair extensions, all Celviá hair extension purchases are final sale and are not eligible for return or refund.

If you believe your order contains a verified manufacturing defect or that you received an incorrect item as the result of a fulfillment error, we encourage you to contact our team promptly. Every concern is reviewed individually and with great care to ensure it is evaluated fairly and in accordance with our published Quality Guarantee and Return & Exchange Policy.

COLOR MATCH EXCHANGES

We understand that selecting the perfect shade online can sometimes be challenging. For this reason, eligible color exchanges may be available when the tamper-proof seal remains completely intact and the hair has not been removed from its packaging, worn, altered, or otherwise handled beyond the designated tester piece. Please refer to our Color Match Policy for complete eligibility requirements.

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

We encourage you to inspect your order upon delivery. If your package arrives damaged, your product exhibits a verified manufacturing defect, or you receive an incorrect item due to a fulfillment error, please contact us as soon as possible so we may evaluate the concern and determine the most appropriate resolution.

QUESTIONS

If you have any questions regarding your order, exchange eligibility, or our Quality Guarantee, our team is always happy to assist. Please contact us at celviahair@gmail.com, and we'll be happy to guide you through the next steps.

EXCHANGES

Eligible exchanges are available only under the circumstances outlined in our Return & Exchange Policy, including approved color match exchanges and verified Celviá fulfillment errors.

If an exchange is approved, our team will provide detailed instructions for the next steps. Products returned without prior authorization will not be accepted.

EUROPEAN UNION CONSUMER RIGHTS

Where required by applicable law, customers within the European Union may have certain statutory rights regarding order cancellations or returns. However, these rights do not apply where legal exceptions exist, including products exempt from cancellation rights due to hygiene or health protection once unsealed, or other exemptions permitted under applicable law.

Nothing in this policy is intended to limit or exclude any statutory rights that cannot be waived under applicable law.

REFUNDS

Because Celviá hair extensions are final sale due to their hygienic nature, refunds are not offered except where required by applicable law.

For eligible non-hair products, approved refunds will be issued to the original payment method after the returned merchandise has been received and successfully inspected. Please allow up to 10 business days for your financial institution to process and post the refund after it has been issued.

If you have questions regarding the status of an approved refund, please contact us at celviahair@gmail.com.