FREE RETURNS POLICY
We offer Free UK Returns if you have access to a printer* subject to our terms and conditions available here:
Click here to generate a Free Returns label http://www.royalmail.com/track-my-return/create/1435
If you are unable to access a printer, please see the alternative return details below. Please note, we do not take responsibility for items returned without using our Free Returns service.
You may return most new, unopened items within 30 days of delivery for a full refund (excluding postage costs).
If you think you may need to return an item please DO NOT open it, you can inspect an item like you would in a shop before deciding to purchase, this does not involve opening or testing the product.
If the item has been opened, we reserve the right to charge a 10% repackaging fee and if your item has been used we will refuse your return/refund request.
We guarantee our hair for 90 days against faults not including wear and tear. If you have a faulty item, you have 90 days from date of purchase to report the fault (please note that this is from the date of purchase, not date you received or used the item) then a further 2 weeks to return the item. Faulty item complaints will not be accepted outside of this period.
Please note that we reserve the right to choose to Repair, Replace or issue Store Credit for faulty items. Business to Business sales are not subject to standard consumer rights covered by Distance Selling Regulations. Cash refunds are only available for items returned within 30 days of purchase. International Customers will be charged £8.00 to cover customs handling fees for any returned items. International Customers must pay return postage costs.
You have 3 days from date of delivery to report any missing or incorrect items in your order. During the packing process we utilise time stamped CCTV in conjunction with barcode scanners and keep detailed records including the batch numbers of items sent and the weight of the parcel, this information is then used to help resolve any missing item complaints. Should you identify any incorrect items or items missing you must not use the hair or dispose of any packaging as they will be required in the event of a claim against the courier, if you do not keep the packaging you will not be able to make a missing item claim.
In the event of a claim against a courier, you may be required meet with the courier yourself to discuss the dispute or sign a declaration. We will only refund once the investigation is complete and the courier admits liability – this process can take several weeks.
We will defend all suspicious claims by reviewing CCTV footage of the packaging process, recorded parcel weights and any shipping documentation recorded by both ourselves and your selected courier.
You should expect to receive your refund within 3 weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This period includes the transit time for us to receive your return from the shipper (estimated 1 to 10 business days in the UK), the time it takes us to process your return once we receive it (1 to 3 business days), and the time it takes PayPal or your bank to process our refund request (1 to 10 business days).
Return Address is provided for customers unable to print the free returns label, when returning items via this method we will not refund the postage costs. Please include a note with your reason for return, order number and name, always get a tracking number to prove returns have been delivered. If you don’t use our free returns service which includes tracking and insurance then you are responsible for ensuring safe delivery when returning items, any items lost in the post when returning will require the sender (you) to claim against the courier.