We gladly accept returns and/or exchanges on un-opened and un-used hair extensions within 30 days from the delivery date with a Return Authorization Number (RA#). Broken clips are NOT considered defective as there are two extra clips included with each set of hair extensions. Hair extensions are attached to a white paper backing with a special gold twist tie Because our extensions are a real human hair product, for health concerns and sanitary purposes, we cannot accept returns on used or opened hair. As long as you do NOT open that gold twist tie that is holding the hair and the white paper backing together, we will gladly accept the product back for a refund. Once you remove the hair from the white insert and open the gold , and release the hair, we consider the product used. There are no exceptions to this policy. Hair extensions can be colored however we highly recommend consulting with a hair stylist specializing in hair extensions. Hair extensions cannot be permed whatsoever. Please note coloring or altering your extensions are completely at your own risk.