To exchange a defective item, please contact customer service at 1-888-924-8320 or via email: info@saphirahair.com. Proof of purchase and proof of defectiveness must be given to Saphira LLC. You may send us photos via email of the defective product, or send the item back to Saphira. If you wish to ship back products to Saphira LLC, please contact us and we will supply you with a return label.