Discovering that your much-anticipated hair extension package contains used hair extensions or the completely wrong hair (wrong color, texture, or length) is incredibly disappointing and frustrating. At Moresoo, we understand that trust is paramount when you invest in beautiful hair. If you’ve received a package that doesn’t meet our strict new, premium quality standards or matches your order details, we hear you loud and clear. This is completely unacceptable, and we sincerely apologize.
The Shock of Receiving Used Hair Extensions
There’s no sugarcoating it: receiving used hair weaves or extensions is alarming. Beyond the immediate letdown, it raises serious concerns:
- Hygiene & Safety: Used hair poses potential hygiene risks. You deserve absolute confidence in the cleanliness and safety of products meant for close contact with your scalp and skin. We never recycle or resell used hair.
- Quality Compromised: Used hair has inevitably experienced wear, chemical processing, or environmental exposure. It will lack the vitality, strength, and longevity you expect from premium, 100% virgin human hair extensions.
- Deception & Broken Trust: Receiving used hair feels like a fundamental breach of trust. It undermines the promise of new, luxurious hair extensions you paid for.
The Frustration of Getting the Wrong Hair Extensions
Similarly, opening a box to find the wrong color hair, a different texture, or incorrect lengths disrupts your plans and style vision:
- Style Derailed: You ordered specific hair to match your color perfectly or achieve a particular look. Wrong color extensions or incorrect texture hair make that impossible.
- Time & Money Wasted: Waiting for a replacement or scrambling to correct the error costs you valuable time. You shouldn’t pay for mistakes in hair extension delivery accuracy.
- Inconvenience: Dealing with returns or exchanges adds unnecessary hassle to what should be an exciting experience.
Why Does This Happen? (And What We’re Doing About It)
While human error can occur anywhere, especially in fast-paced environments, or extremely rarely through supplier mislabeling, we take full responsibility. We are implementing rigorous measures to prevent used hair extensions or incorrect hair orders:
- Enhanced Quality Control (QC): We are doubling down on our pre-shipment inspection process. Every single bundle is checked for new condition, correct color, texture, length, and weight before packing.
- Supplier Vetting & Audits: We maintain strong relationships only with ethical suppliers who guarantee virgin, unprocessed hair. We are reinforcing our quality agreements and conducting stricter audits.
- Warehouse Training: Intensive retraining for our fulfillment team on hair extension quality standards, meticulous order picking, and the critical importance of accuracy.
Our Promise & What To Do If It Happens To You
We guarantee 100% new, virgin human hair extensions that match your order description. If you ever receive used hair or the completely wrong hair:
- Contact Us IMMEDIATELY: Email contactus@moresoo.com or text (505) 226-6688 ASAP. Include your order number and clear photos/videos showing the issue (Used Hair Extensions? Wrong Orders?).
- No Hassle Resolution: We will prioritize your case. Depending on the situation, we will arrange for:
- Prompt Replacement: Rush-shipping the correct, brand-new hair extensions immediately.
- Full Refund: If preferred or if the correct item is unavailable.
- Return Label: Provided free of charge for the incorrect/used item.
- Zero Tolerance: We have a strict no-resale used hair policy. Any confirmed instances involving used hair trigger immediate investigation and decisive action with the source.
Invest in Confidence, Not Compromise
You deserve the luxurious, high-quality hair extensions you ordered – fresh, perfect, and ready to transform your look. We are relentlessly committed to hair extension quality control and order accuracy. While we work tirelessly to eliminate these errors, if they occur, we promise swift, fair, and respectful resolution.
Shop with confidence. Experience the Moresoo difference in quality and service.
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