- Terms and Conditions
TERMS & CONDITIONS
The term 'Prestige Hair Extensions' or 'us' or 'we' refers to the owner of the website. The term 'you' refers to the user or viewer of our website.
This website sells products to professionals working in the hair extensions industry. Do not purchase hair extensions for your own use unless you have been trained in their application and have read, agreed and understand the aftercare recommended by Prestige Hair Extensions. Do not follow any other company’s aftercare advice. No company’s products are made the same and can react in different ways.
IMPORTANT NOTE:Products will only be discussed with trained professionals who are able to prove their qualification with certificates from a training school we can contact to address discrepancies in application, maintenance and aftercare advice.
PAYMENT & TRADE ACCOUNTS
In the event of a chargeback or payment reversal - if payment is not made within 30 days then we reserve the right to refer the matter to an external third party debt collector and you agree that all costs incurred in respect of the same can be recovered from you and will be added to the debt to be recovered. Where a Trade Account is used, the owner of the Trade Account is responsible for ensuring all invoices are paid in full. Please bare this in mind when using your clients cards to pay. If you do not wish to accept responsibility for the payment, please do not allow your clients to purchase hair on your trade account.
Most ‘next day guaranteed’ deliveries offer a money back guarantee for late deliveries providing that the couriers terms and conditions have been met, in these circumstances we are happy to claim your postage costs back and refund you. Occasionally Couriers will suspend this guarantee at busy times or during adverse weather conditions and will not accept claims for late deliveries. Please be aware when ordering next day delivery items there is always a possibility of failure and late delivery, this is beyond our control.
You may return most new, unopened items within 30 days of delivery for a full refund (excluding postage costs). If a return is the result of our error (you received an incorrect or defective item, etc.) we will pay the return shipping costs within the UK using our Royal Mail Online Return Portal (You will need access to a printer to use this.) If you think you may need to return an item 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 10% repackaging fee or reject the return.
We guarantee the quality of our hair and tips for 90 days from date of purchase. Exceptions to the guarantee include general wear and tear or fading of the Fancy, Ombre and Grey /Silver shades (these shades have been processed more and will need their colour maintaining either by a professional experienced in dying extensions, or through use of our recommended products). Never attempt to lighten extensions this will damage them beyond repair.
Once a faulty item complaint has been submitted you then 2 weeks to return the item. Faulty item complaints will not be accepted beyond the 90 day time period. Please note we reserve the right to choose to Repair, Replace or issue Store Credit for the item. Business to Business sales are not subject to standard consumer rights covered by Distance Selling Regulations. Cash refunds are only available for unused items returned within 30 days of purchase. You will not be entitled to any extra compensation for fitting fees or loss of earnings.
International Customers will be charged £8 to cover customs handling fees for returned items. International Customers must pay return postage costs.
All hair unless stated as "Virgin" is coloured with various hair dyes. Sometimes these hair dyes can be seen washing out on the first couple of washes - this is not a fault, but can cause people with allergies to react to the hair dye - due to this we do not claim our extensions to be suitable for people with allergies to hair dye.
You have 3 days from date of delivery to report any missing or wrong items in your order. During the packaging of items, we utilise a barcode scanning system, syncronised to timestamped CCTV. This provides detailed records including batch numbers of items sent and the weight of the parcel dispatched, this information is used to help resolve any missing item complaints. You must not use the hair or dispose of the packaging as they are needed in the event of a claim against the courier. You will be given the option to wait for the courier’s investigation and meet with them yourself or send all the hair back to us with original packaging for a refund. We will defend all suspicious claims using information from CCTV, parcel weights, and documentation recorded by both ourselves and the couriers.
Please be aware only items ordered before 2pm Monday - Friday are posted the same day excluding bank holidays. All other items are posted the day AFTER full cleared payment is received, this includes next day delivery items.
Royal Mail Next day delivery does not include Saturday delivery. Delivery costs are non-refundable. If you want Saturday guaranteed delivery you need to select "Next Day Delivery SATURDAY" please bare this in mind when ordering on a Thursday afternoon as items won't be posted till the Friday. If you need clarification email firstname.lastname@example.org before ordering.
If your item arrives late and / or can no longer be used, you have 30 days to return for a full refund. The refund will not include postage costs unless Royal Mail have failed to meet their Next Day Delivery Guarantee.
If your item is lost by Royal Mail, 14 days must elapse from the date the item was posted before the item is declared lost by Royal Mail. After 14 days Prestige Hair Extensions will issue a full refund including postage costs - it is the buyers responsibility to alert Prestige Hair Extensions when 14 days have passed - or successful delivery will be assumed.
If you purchase the wrong item and wish to cancel it:
The whole purchase needs to be refunded, you cannot email Prestige Hair Extensions asking for an order to be amended. Our Management and Sales Teams work independently from the Dispatching Team, allowing such amendments would increase the chance of mistakes being made. If your item is dispatched before it can be cancelled, the item can be returned for a full refund including postage costs if you emailed immediately after purchase (within an hour).
If you are sent the wrong item:
You need to return the item to the Prestige Hair Extensions business address using our Royal Mail Online Return Portal ensuring that you keep the tracking number. Please also include a note with your return detailing the date paid, your name, order number, and the reason for return. This will ensure a speedy refund; a mobile number is helpful too. Your postage costs will be paid by Prestige Hair Extensions when your refund is processed.
If items are missing from your order & review of CCTV shows the item to have been correctly packed, we will launch an investigation with the courier for missing items/ damaged package. This will require you to sign a declaration with the courier. We will not immediately replace missing items until the courier has finished their investigation. You can return the items you have to us for a refund.
RE-STOCKING FEES & COMPENSATION
We will never charge a re-stocking fee if you change your mind and return unused items. In this instance you will only be responsible for the postage costs.
You will not be entitled to any extra compensation as a result of loss of business from failure of either;
Royal Mail fails to deliver - Refer to the POSTAGE section.
Prestige Hair Extensions Dispatch Team errors - wrong items can be returned for a refund or exchange using our Royal Mail Online Returns Portal.