Terms of service
1. General provisions and scope
These Terms of Sale apply to orders placed via our webshop by consumers with a residential and billing address in the EU, the EEA, Greenland, or the Faroe Islands. If you live outside these countries, you may not be able to use our webshop.
If you live in Denmark, Germany, Austria, the Netherlands, Poland, or Sweden, we have a local webshop dedicated to your country, offering local language support, local customer service, and delivery options tailored to your country: Denmark, Germany, Austria, the Netherlands, Poland, and Sweden. myextensions.com does not offer delivery to these six countries — see Section 7.
When purchasing from a country other than Denmark, please note that we comply with Danish consumer protection legislation — however, as a consumer in the EU/EEA, you may rely on the mandatory rules of your country of residence. We reserve the right to refuse orders from EU/EEA countries to which we do not offer delivery, or where we are unable to meet local requirements.
When you wish to make a purchase in the webshop, you will be asked to actively accept our Terms of Sale — including any linked policies and terms. If you cannot accept the Terms of Sale, you will not be able to complete your purchase.
These Terms of Sale from Myextensions apply to all orders, including orders for gift cards, in the version applicable at the time of your order.
2. Company and management information
Myextensions ApS is registered as a company based in Denmark.
Director: Cate Klyvø
Address: Kattesundet 45, DK-9000 Aalborg, Denmark
Email: support@myextensions.com
VAT number: DK44147157
Throughout the website, the terms "we", "us", and "our" refer to Myextensions.
3. Conclusion of the agreement
Placing an order via our webshop is not a legally binding agreement. We therefore reserve the right to cancel your order due to printing errors, technical issues, delivery failures, or similar situations.
When you place an order via our website, our system will automatically send you an email confirming which items you have ordered. This email is an electronic acknowledgement of receipt of your order, and not a legally binding order confirmation under which an agreement is concluded. The agreement only becomes binding once you have received an email from us stating that your order has been shipped.
When an order has been completed, you also agree to receive a request to submit a review of your satisfaction with the purchased products or your experience as a customer of Myextensions.
You can cancel your order yourself via your customer account, as long as the order has not yet been sent for picking in our warehouse. You cancel by logging into your customer account with the email address the order was placed with, selecting the relevant order, and confirming the cancellation. Once confirmed, the order will be cancelled in our systems.
We do not charge for a cancelled order. If the amount has been reserved or already debited from your payment method, it will be released or refunded. The time this takes depends on your payment method and provider.
If your order has already been sent for picking, it can no longer be cancelled via your customer account. You can instead exercise your right of withdrawal once you have received the item, pursuant to section 8.
4. Correct billing and contact information
The agreement is concluded in English.
You undertake to always enter and maintain correct billing, delivery, and contact information, so that we can process your order and contact you if needed.
We store order information and these Terms of Sale, and also send them to you by email. You can also view your order data and order history under customer login, accessible via the small person icon in the top right corner of the website.
5. Our products
We reserve the right, but are not obliged, to limit the sale of our products to specific persons, geographic areas, or jurisdictions.
All product descriptions may be changed at any time without prior notice and at our sole discretion. We reserve the right to remove any product from our range at any time.
We have made every effort to display the colours and images of our products in the webshop as accurately as possible. We cannot, however, guarantee that the screen on which you view the products will display every colour correctly.
6. Prices and shipping costs
All product prices are displayed in EUR and include VAT at the rate applicable in your delivery country at the time of order, in accordance with the EU One Stop Shop (OSS) scheme. Any shipping costs are shown at checkout before you approve your order.
Prices for our products may change without prior notice. We reserve the right to change or discontinue the service (or part of it) at any time without notice. Myextensions is not liable to you or to third parties for changes, price changes, suspension, or discontinuation of the service.
We ship orders with external carriers. Available carriers can be found on the website under delivery.
The price of shipping may vary depending on the chosen carrier and shipping method.
7. Delivery terms and retention of title
myextensions.com delivers to EU and EEA countries, Greenland, and the Faroe Islands, with the exception of Denmark, Germany, Austria, the Netherlands, Poland, and Sweden. These six countries each have their own dedicated local webshop (see Section 1). If your delivery address is located in one of these countries, it will not be possible to complete checkout on myextensions.com, and we encourage you to place your order via the relevant local webshop instead.
We offer to cover the shipping cost when you purchase goods above a specified minimum amount. This free shipping option may be limited to selected shipping methods.
Delivery takes place to the address you have provided. The risk in the goods passes to you when they are delivered to the agreed address or collected in person.
Please note that if you choose a delivery method in which the carrier is permitted to leave or deliver the parcel without a signature upon receipt, you bear the risk if the parcel goes missing. You bear all costs arising from incorrect, incomplete, or unclear information.
When you place your order, the expected delivery time will appear in the shopping cart. Please note that delivery times may be longer than usual during certain periods.
The ordered products remain the property of Myextensions until full payment of the purchase price has been received.
8. Right of withdrawal
At Myextensions, you have a 30-day right of withdrawal on your purchase — applicable from the day you receive the item. Withdrawal from and return of purchased items can only be done through our return portal, where you are guided through the process. There, you also have the option to exchange your purchase for a similar item, or to have your credit paid out as a gift card.
If you have placed an order that has not yet been sent for picking in our warehouse, you can also cancel the order yourself via your customer account, cf. section 3. This option is an additional service that we offer in addition to your right of withdrawal. It does not limit your right to withdraw from the purchase within 30 days of receiving the item. If the order can no longer be cancelled via your customer account, your right of withdrawal still applies unchanged.
If you choose a refund of your purchase, we will also refund any original shipping costs. The cost of returning the item must be paid by you.
If you exercise your right of withdrawal, you must return the item no later than 14 days after notifying us that you wish to withdraw. Otherwise, you lose your right of withdrawal.
You can read the guidelines and instructions for returning items in the Returns section below.
You cannot withdraw from a purchase by refusing to accept delivery, unless you simultaneously give Myextensions clear notice that you wish to withdraw. If you refuse to accept delivery without notifying us, we will deduct a fee from the final amount transferred to you. The fee is stated in the return portal.
If you make use of a combination offer, "bundle", set, or similar offer consisting of several products combined at a reduced price compared to the price of the products purchased individually, the right of withdrawal applies to the entire order. It is therefore not possible to withdraw from individual parts of the combination offer. If you exercise your right of withdrawal, the entire combination offer must be returned with all included products.
Any gift received in connection with the purchase is also covered by the right of withdrawal and must be returned together with the purchased items. If the gift is not returned, the value of the gift will be deducted from the amount refunded to you.
9. Complaints and quality guarantee
9.1 Complaints
As a customer of Myextensions, you have the right to make a complaint regarding manufacturing or material defects for up to 24 months from the date of delivery. Where mandatory national consumer protection law grants you a longer or otherwise different complaint period, that mandatory law shall apply instead.
For products with a limited lifespan, including hair extensions, your right to complain is limited to the lifespan period indicated by Myextensions. The limited lifespan for hair extensions is set out in the Quality Guarantee section below.
Our hair extensions are made from natural hair, and the commonly known issues you know from your own hair therefore also apply to extensions. The right to complain does not cover defects arising from wear and tear or improper use.
See our guide on known challenges and solutions on the website.
If you have a complaint, you must first contact our customer service by email and send us the following information:
- the order number,
- a description of the reason for your complaint, and
- one or more photos of the product.
We will then repair, replace, or refund your purchase in accordance with the law.
9.2 Quality guarantee
At Myextensions, we are so confident in the quality of our hair extensions that we offer an extraordinary quality guarantee:
- Luxury (Virgin Remy): 5 months from the date of purchase.
- Original (Remy): 1 month from the date of purchase.
The guarantee covers only the quality of the hair — that is, the hair extensions must not tangle or frizz beyond what is normal during the guarantee period.
The quality guarantee does not cover defects arising from wear and tear or improper handling. See our guide on known challenges and solutions on the website.
The guarantee entitles you to have the purchased extensions exchanged for an equivalent product.
10. Exchange
If the purchased extensions do not match in length, colour, or volume, you have the option to exchange your extensions. Exchanges are only possible within 30 days of the shipping date, and provided that you use our return portal, available on the website.
With an exchange, you have the option to order a new item immediately. This ensures that you receive the correct item as quickly as possible.
Hair extensions cannot be exchanged if the product has been used, or if the hair net or the bands holding the hair together have been cut, as they can no longer be resold.
11. Returns
When you return items in connection with an exchange or if you withdraw from your purchase, the items must be packed securely in suitable outer packaging that protects the contents during transport.
Regardless of the reason for your return, it is important that the item is:
- Unused
- In its original packaging
- With an unbroken seal
This is important for hygiene reasons, and so that we can resell the item.
How to proceed:
- Go to our return portal, enter your email address and order number, and follow the instructions.
If you are returning due to a justified complaint, or by exercising your right of withdrawal where you want the purchase price refunded to your payment method, we will also refund the original (reasonable) shipping costs.
For exchanges to similar items or if you choose a gift card, the original shipping costs are refunded. For refunds, you must pay the return shipping costs yourself.
The price of a return label is stated in the return portal. Alternatively, you can return the item via a recognised carrier at your own expense. When returning orders, always keep your receipt from the drop-off point, as you bear responsibility for the parcel until we receive it.
Please note that it may take up to 30 days from when you hand in the return parcel until the carrier registers it in our system and we can begin processing.
12. Refunds
If you return your order in accordance with the conditions above, you will receive a full or partial refund of the purchase price to the payment method you used when making the original purchase.
For approved complaints, and in the case of withdrawal where a refund is requested, the original shipping costs are also refunded (this does not apply to additional delivery costs in cases where you chose a delivery method other than the cheapest standard delivery we offer).
Once we have received and processed your return shipment, you will typically have the money in your account within 5 banking days. For certain payment methods, however, this may take up to 30 days. This is normal, and unfortunately we cannot speed up this process.
13. Gift cards
Gift cards are purchased and used online in the webshop. Digital gift cards are sent to you by email.
A gift card is valid for 3 years from the date of purchase. Gift cards cannot be exchanged for cash or any other form of payment.
14. Payment and payment methods
No funds will be deducted from your chosen payment method until you have received a confirmation and the order has been shipped, unless bank-to-bank payment methods are used — in that case, payment will be processed immediately.
We offer several different ways for you as a customer to pay for your goods. See which methods are available under the payment section on the website.
15. Errors, inaccuracies, and omissions
We are not responsible if the information available on this site is not accurate, complete, or current. Any reliance on the material on our website is at your own risk. We reserve the right to change the content of our website at any time. You agree that it is your responsibility to monitor changes on our website.
Occasionally, content errors, inaccuracies, or omissions may occur on our website or in our service offerings, which may relate to product descriptions, prices, promotions, offers, shipping fees, delivery times, and availability.
We reserve the right — at any time without prior notice (including after you have placed your order) — to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information on the website, or on any related website, is inaccurate.
16. Liability & indemnification
The terms for liability and indemnification — that is, when we are liable for loss or damage, and when responsibility lies with you — are as follows:
- Myextensions assumes no responsibility for the application of your products, nor are the costs of applying and removing hair extensions covered by Myextensions; these are solely your own responsibility. We recommend that application be carried out by a professional (e.g. a qualified hairdresser).
- Product liability — Any liability for personal injury or property damage is governed by mandatory product liability law.
- Hair extensions may, in rare cases, trigger allergic reactions such as itching, redness, and minor swelling. This is because hair extensions undergo a bleaching and dyeing process during production. Customers who generally experience allergic reactions when using hair products, such as hair dye, should therefore avoid using hair extensions.
- Indirect losses — We do not compensate for operating losses, loss of profit, or other indirect losses, unless gross negligence, intent, or mandatory law dictates otherwise.
- Force majeure & supplier failure — We are not liable for delays or non-performance caused by circumstances beyond our reasonable control, including but not limited to natural disasters, strikes, epidemics, government orders, or our subcontractor's failure or delay in delivery.
If an item cannot be procured or delivered on time, we will notify you immediately.
You can then choose:
a) to accept a new, realistic delivery time, or
b) to cancel the purchase and have all amounts paid refunded no later than 14 days after your notification. - Customer obligations — You are responsible for correct use of the product, and must indemnify Myextensions against claims from third parties arising from your unlawful use.
17. Complaints procedure
If you have a complaint about a product you have purchased in our webshop, please contact us immediately by sending a written complaint to support@myextensions.com. If we are unexpectedly unable to find a solution, you can submit your complaint via the EU's Online Dispute Resolution platform:
European Commission ODR platform: ec.europa.eu/consumers/odr.
18. Privacy policy and cookies
We process your personal data in order to complete your purchase, fulfil our accounting obligations, and provide customer service.
Newsletter sign-ups are managed with separate consent, which can be withdrawn at any time.
Full information on the purposes, legal basis, retention periods, and your rights can be found in our privacy policy on the website.
The website uses "cookies", text files stored on your computer, mobile phone, or similar device. The purpose is to store settings, perform statistics, and target advertisements. Cookies do not contain harmful code, such as viruses.
Acceptance of cookies is managed with separate consent, which can be withdrawn at any time. See more about cookies, acceptance, and withdrawal in the privacy policy.
19. Changes to the Terms of Sale
You can always view the latest version of the Terms of Sale on this page.
We reserve the right to update, change, or replace parts of these Terms of Sale at our discretion by publishing updates and changes on our website. It is your responsibility to regularly check our website for changes.
Last updated: 09.07.2026
