TERMS & CONDITIONS

All hair, unless stated as "Virgin" is coloured with various hair dyes. Occasionally, hair dye can be seen washing out during the first couple of washes - this is not a fault and can happen with your own natural hair following a colouring service. Although this is not a fault, it may cause people with specific allergies to react to the hair dye. Taking this into consideration, we do not claim that Prestige Hair Extensions are suitable for anyone with allergies to hair dye.

It is the responsibility of the Salon to conduct patch testing for allergies prior to fitting, this should include testing for allergies to the tape adhesive or metal rings. Patch testing can be done during the consultation, alternatively a few rings could be fitted prior to the full fitting to allow time to observe any allergic reactions. We do not offer refunds for customers when an allergic reaction has occurred to our products.  

 

To streamline our operations, we are reducing and restricting our retail sales and will be reviewing retail accounts throughout 2020. Our regular long term retail customers or those unable to provide proof of professional qualification will still be able to purchase our products by applying for a ‘Business Lite’ Account (please note Business to Business sales are not subject to standard consumer rights covered by Distance Selling Regulations).

Full Trade Accounts and their associated discounts will only be granted when proof of professional qualification or insurance has been provided.

We want to foster strong business relationships with all our customers and expect all correspondence (such as emails) to remain professional. We reserve the right to review and remove access to Trade discounts and Business Lite accounts for any breach of these terms and conditions or following any instances of rude or unprofessional behaviour towards our staff.

We will only discuss our products and their application with trained professionals who are able to provide evidence of their qualifications (such as professional certification). This ensures that discussions are held from an equivalent level of professional understanding and if required, allows us to contact the training school/provider of the certification to address any discrepancies in application, maintenance and aftercare advice.  

 

We advise account owners to use their own payment details to order our products as you will be liable for any payment reversals or chargebacks.

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 bear this in mind if you choose to pay with a client’s card. If you do not wish to accept responsibility for the payment, please do not allow your clients to purchase our products via your Trade Account.

 

OPENING HOURS & SHIPPING

The information provided below does not relieve us of any additional rights or protections you may have under the Consumer Rights Act and The Consumer Contracts Regulations (which replaced the Distance Selling Regulations).

Amending or Cancelling an order

Due to how our e-commerce platform and warehouse systems link together, orders cannot be amended after payment. Any request to change an order that has been paid for will require the order to be cancelled and refunded and a new order to be placed by you, this is only available until the order has been dispatched. Once an order has been dispatched, we cannot cancel it. We do however accept returns of all unused products within 30 days of delivery.

We do not take phone enquiries. Customer services can be contacted using Facebook messenger via this link http://www.fb.com/msg/prestigehairextensionshq or email [email protected].

International customers

Orders to the EU will be held until the buyer has confirmed they are aware and willing to pay any potential import duties and taxes. We are not liable or responsible for any of these charges. Please check with your local customs office for more information before ordering.

Other Worldwide orders will be shipped on time but are still subject to import taxes and duties if you exceed various import thresholds for your country or state. We are not liable or responsible for any of these charges. Please check with your local customs office for more information before you order.

Delivery options and Dispatch times/info

During checkout you will be offered several delivery methods depending on the time of day, your order value and your country or postcode. Some options such as DPD are not available after 12 noon due to earlier collection times. UK Royal Mail options always remain available.

All orders placed before 2.30pm Monday to Friday will be shipped the same day excluding bank holidays or weekends.

UK buyers should be careful when ordering after 2.30pm on Thursday as unless you can select a Saturday Delivery option for your postcode, normal next day delivery options usually won't arrive until the following Monday.

Please be aware, severe weather or other events may delay deliveries in your area. Couriers may withdraw their guarantees in these circumstances, please check the status of couriers in your local area and consider how weather changes may affect your delivery before placing your order.

During strike action all delivery guarantees are void but we will try to make other couriers available and ship all orders ASAP. 

We will ship your order using the courier and service selected at checkout unless we are prevented from doing so (on occasion couriers may change their delivery options and may no longer support delivery to your postcode or country or within the advertised timeframe). If for any reason we are unable to ship your order using the courier or service selected, we will either refund your order or contact you with alternative options.

Delivery of your parcel

Important - Please check the settings and preferences for your deliveries on any courier apps or accounts you may have before ordering, this should be done to ensure you are fully aware of any previous authorisation you have given for items to be left in a safe place or with a neighbour. 

Some courier’s terms and conditions allow them to use any authorisation you have previously set on your account (or associated address) for safe place or neighbour delivery as permission for your current delivery even if you have not specified this for your current order.  We will not be held responsible for any shipments delivered to a safe place or a neighbour unless the courier has breached their own terms and conditions.

Your delivery is considered complete when the shipment is delivered to the shipping address provided at checkout and shown on your invoice, or to a safe place or neighbour if applicable in line with the couriers and our terms and conditions.

Once delivery is complete the products are your responsibility. Please note our couriers are not required to deliver shipments to the person or company named on the shipping label, they are required to ship to the address on the shipping label (unless you have requested delivery to a neighbour, safe place or pick up store). In practice this means that your parcel may be given to another person or employee at your shipping address and we will not be held liable for shipments lost after delivery is considered complete.

It is your responsibility to ensure the shipping address entered at checkout and visible on your invoice is the full and correct address. Once your order has been placed and paid for, we cannot edit the shipping address. If you enter the wrong shipping address and complete payment for your order you must request a cancellation immediately via our customer service team to avoid your parcel being shipped to the incorrect address. We are not liable for any orders delivered to the wrong address if this is the address you entered at checkout.

A Photo may be taken upon delivery to the delivery location, a photograph of your shipment at the delivery location with or without GPS data will be evidence of delivery.

A Signature may be required for your delivery. Most “signed for” deliveries are now signed by the courier on your behalf and delivered through your letter box or if applicable a safe place or a neighbour - this started due to Covid 19. Parcels signed for on your behalf by the courier are still considered delivered and do not automatically qualify for a lost delivery claim unless GPS and delivery photos show the wrong location or address.

If you request that the signature requirement, be removed from your delivery or request that it be left in a safe place or with a neighbour, both we and the courier will not be held responsible for any loss or damage that may occur once your item has been delivered. 

Your delivery is considered complete once it has been delivered to the safe place you requested or a neighbour. We will not be held responsible if you request delivery to a neighbour and the neighbour denies receiving your shipment. 

If you have not selected safe place delivery and no one is available when your parcel is being delivered, the delivery driver may leave a calling card with instructions on how to retrieve your parcel. Some parcels may be left without a signature. Instead of a calling card an automated text or email may be sent instead.

Tracking

All tracking numbers are added to your order within your online account with us, this enables you to track your own deliveries, but our customer service team are happy to assist you too. 

Problems with Delivery

If the delivery cannot be completed due to no one being available at the address and the shipment is not permitted to be posted through your letter box or does not fit, the shipment may be sent back to us. When a shipment is returned to us in this way only the items you ordered will be refunded at which point the contract of sale is considered complete. 

You have 7 days to dispute the delivery of your shipment from the time the courier tracking states the shipment has been delivered. Please do not place orders if there is nobody able to confirm or dispute the delivery within this 7-day period. 

Couriers often cannot open an investigation for a disputed delivery outside of this timeframe. Disputes submitted more than 7 days after the courier tracking states your shipment has been delivered may result in your claim being rejected. We reserve the right to request evidence during any disputes.

Wrong items received

If you receive an incorrect order or incorrect items within the order, please inform customer services as soon as possible. Our customer service staff will advise how to return the whole order using our free returns labels. Mistakes may not be rectified or refunded until the original order has been received back at our return address. If you receive a wrong item, you must not use it as you will forfeit any right to return it.

Items missing from your order

You have 7 days from date of delivery to report any missing or incorrect items in your order to customer services. 

We resolve all missing item complaints utilising our barcode scanning system, synchronised to timestamped CCTV. This provides detailed videos of each item being scanned and packed and produces records including batch numbers of items sent plus the weight of the parcel dispatched. 

If missing items are due to a packing error and are confirmed on CCTV, replacements or a refund will be issued.

If your parcel arrives damaged and items are missing, please take pictures or a video of the outer packaging immediately and send these to us via our customer service team. You must not use any of the remaining items within or dispose of the packaging before speaking to customer services. The damaged packaging is often needed in the event of a claim against the courier.

We will investigate and defend any suspicious claims. A proven fraudulent claim will result in the termination of your account and any associated discounts.

The below information does not relieve us of any additional rights or protections you may have under the Consumer Rights Act and The Consumer Contracts Regulations which replaced the Distance Selling Regulations.

We currently offer Royal Mail and DPD for UK sales (last updated February 2024). We may change these couriers should circumstances require it.

UK Remy Hair Extensions Ltd/We offer no compensation or guarantees surrounding the reliability of the couriers we use to deliver on time. Any guarantees offered by the couriers are subject to the couriers’ own terms and conditions at the time of your order. 

You will not be entitled to any compensation for fitting fees or loss of earnings/time or any costs incurred through none receipt of your shipment - this also includes but is not limited to deposits/full cost paid for salon appointments, travel expenses or interest accrued on financed payments.

Late Deliveries

All parcels dispatched by us are handed over to the couriers in good faith and on time. Rude or abusive correspondence directed towards our customer service team in the event of a late or lost delivery will not be tolerated and may result in the suspension of your account and associated discounts. Late Delivery Guarantees offered by the couriers are subject to the couriers’ own terms and conditions explained below. 

In the event a shipment with a guaranteed delivery timescale arrives late we will make a claim on your behalf against the courier and refund your postage costs providing your claim meets their eligibility criteria/Terms and Conditions. Please note most delivery options do not offer a guarantee. Only Royal Mail Special Delivery offers a postage refund if Royal Mail do not deliver on time, and this is subject to Royal Mails own terms and conditions. 

Royal Mail Tracked 24/48 (we advertise these as First and Second class to avoid assumptions that the timescales are guaranteed) DPD, DHL UK and International services do not offer a late delivery postage refund.

Occasionally Royal Mail will suspend this guarantee at busy times or during adverse weather conditions or other events 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.

We do not offer additional compensation for late deliveries or loss of business/money/time caused by a late or lost delivery. We advise everyone to order in advance especially around Bank Holidays and Christmas to reduce the chance of disruption caused by late deliveries. Please also account for strike action affecting deliveries for several days before and after the strike days themselves.

During strike action all delivery guarantees are void but we will make other couriers available and still ship your orders ASAP.

 

The below information does not relieve us of any additional rights or protections you may have under the Consumer Rights Act and The Consumer Contracts Regulations which replaced the Distance Selling Regulations.

We currently offer Royal Mail and DPD for UK sales (last updated February 2024). We may change these couriers should circumstances require it.

UK Remy Hair Extensions Ltd/We offer no compensation or guarantees surrounding the reliability of the couriers we use to deliver on time. Any guarantees offered by the couriers are subject to the couriers’ own terms and conditions at the time of your order. 

You will not be entitled to any compensation for fitting fees or loss of earnings/time or any costs incurred through none receipt of your shipment - this also includes but is not limited to deposits/full cost paid for salon appointments, travel expenses or interest accrued on financed payments.

Lost Shipments/Deliveries

Lost shipments will be fully refunded by us once the couriers have completed their investigations, confirmed the shipment is lost and settled the claim. We will not refund lost shipments before the courier confirms the claim has been settled. If the courier requires you to sign and return a denial of receipt form or similar this may delay your refund further. 

You can repurchase any items while you wait for the courier to finish their investigation. You can also request we simply refund the lost shipment once the investigation has completed if you have repurchased the missing items during that time.

It is your responsibility to ensure the shipping address entered at checkout and visible on your invoice is the full and correct address. We are not liable for any orders delivered to the wrong address if this is the address you entered at checkout.

A Photo may be taken upon delivery to the delivery location, a photograph of your shipment at the delivery location and GPS will be evidence of delivery.

Most “signed for” deliveries are now signed by the courier on your behalf and delivered through your letter box or if applicable a safe place or a neighbour - this started due to Covid 19. Parcels signed for on your behalf by the courier are considered delivered and do not automatically qualify as lost deliveries unless the GPS or delivery photos show the wrong location or address.

If you request the signature requirement, be removed from your delivery, or request it be left in a safe place or delivered to a neighbour the courier and Us will not be held responsible for any loss or damage that may occur once your item has been delivered. Your delivery is considered complete once it has been delivered to the safe place you requested or a neighbour. We will not be held responsible if you request delivery to a neighbour and the neighbour denies receiving your shipment.

   

Returns Policy

The below information does not relieve us of any additional rights or protections you may have under the Consumer Rights Act and The Consumer Contracts Regulations which replaced the Distance Selling Regulations.

We no longer accept tape adhesives back for refunds or exchange due to the perishable nature of these products when exposed to heat and other environmental factors.

We offer free returns to UK customers only. Free returns labels can be accessed via this link at any time without seeking prior approval - https://www.royalmail.com/track-my-return#/details/1435

You may return any unused items excluding adhesive tapes, in their original packaging within 30 days of delivery.  We reserve the right to refuse returns sent after this time frame. We will refuse returns for any items that have been used or show signs of use and we may refuse returns for hair extensions that have had their strings removed.  Please contact customer service to inquire about potential exceptions if you have removed the strings but not used the hair extensions.

Upon receipt of your order please inspect the tips or attachment and the length, thickness, weight, and colour of the hair extensions to ensure you are happy before use, we will not accept returns for any of these reasons if the hair has been used.

If you have any concerns after inspecting your order or think you may need to return an item DO NOT use it. You can inspect an item before deciding to keep it, but this does not involve using or wearing the item. If the item has been used or worn, we will not issue a refund and we will not offer any exchanges or store credit. 

In the event we reject your return we are not liable for any additional shipping costs that may arise when organising the return of the item to you. Please discuss with customer services how to organise any such returns.

If your return is due to an error in our warehouse (you received an incorrect or defective item, etc.) please accept our apologies and we will cover the return shipping costs within the UK using our Royal Mail Online Return Portal (You will need access to a printer to use this or email a QR code to your phone and present it at participating Post Offices). 

We will not pay for return shipping costs if you use choose to use other couriers or shipping methods unless pre agreed and instructed to do so with customer services. If you no longer require a replacement for your incorrect or defective item your original shipping costs will also be refunded. We do not offer additional compensation for loss of time or business.

Returning items without the corresponding order number and correct packaging will delay your refund till you have provided the required information.  Customers that repeatedly return unlabelled hair without packaging may have future returns rejected.

International Customers may be charged £8 to cover customs handling fees for returned items and must pay return postage costs unless the return is due to a packing error or defective item. International customers should discuss how to organise returns with customer service prior to sending.

We aim to process your returned items for a refund within a few days of them being received into our warehouse. Refunds may take a week or more after this to appear back on your card statement. 

   

Please be aware we introduced a Budget Range in August 2022 and this has lower lifespan and guarantee period than our higher range hair, please see below for details.

 

Higher End Hair Range

We have made some changes to the processing of our hair and from 20th August 2022 onwards our Higher End Hair now has an estimated lifespan of 9-18 months for darks and 6-12 months for blondes with good aftercare. Please see our aftercare section for advice here - https://www.prestigehairextensions.com/aftercare

We guarantee the quality of our higher end hair for 6 months and tips for 4 months from date of purchase - any manufacturing faults will become apparent within this timeframe. Aftercare and heat styling can markedly reduce the life expectancy of your extensions; therefore we do not extend the guarantee past 6 months.

Once a faulty item complaint has been submitted you will usually have 2 weeks to return the item. If the hair has not been worn long you may be asked to wear it a little longer (concerns in the first week or so regarding hair feeling different to the last set usually resolve after a longer wear time).

Faulty item complaints will not be accepted beyond the 6 month time period. Please note we reserve the right to choose to Repair, Replace or issue Store Credit for returned products.

 

Budget Hair Range

Please see this info page for more information on the budget range - here - https://www.prestigehairextensions.com/budget-hair-range-information

Our Budget Range is sold with a 4-7 month lifespan with good aftercare and depending on colour.

The Budget Hair has a shorter 3 month guarantee against manufacturing faults. Budget hair will feel lower quality and drier and there will likely be some loss of length with blondes during their estimated lifespan but excessive loss will still be covered by our guarantee.

 

*Important Information on The Claims Process*

 

• Claims on our guarantee can only be made by the account holder.
• The account holder must have inspected the hair extensions in person and deemed them as faulty.
• Claims on our guarantee cannot be made if the account holder is unable to assess the hair extensions in person. This is to protect the account holder as false claims may result in restrictions to your trade account.
• Should the account holder have a client that lives too far away (for example another country) for hair to be inspected in the case of a complaint – The account holder should not offer our 6-month guarantee to the client and this should be discussed during consultation.

 

Exceptions to our 6 and 3 month Guarantees and the rationale behind our Terms and Conditions are provided below. We aim to provide honest and helpful advice to you to help manage the expectations of clients and reduce potential complaints within your salon.

Human Hair is not indestructible.  Our Terms & Conditions have been formulated from our first hand knowledge and experience of the processes used during the production of Human Hair Extensions – You will not find any Myths or falsehoods designed to relieve us of our obligation to address and replace faulty hair.  

 

IMPORTANT INFORMATION

When purchasing from www.prestigehairextensions.com using a Trade Account or Business Lite Account you acknowledge that this is a Business to Business Sale.

Business to Business sales are not subject to standard consumer rights covered by Distance Selling Regulations. We offer a detailed and generous 6 or 3 month Guarantee on all hair products subject to our Terms and Conditions.

When you resell our products to a client either as a standalone product, or part of a fitting service, you enter into a new sales contract with your client which is independent from the business to business sales contract you have with Prestige Hair Extensions.

It is your responsibility to resolve complaints from your client irrespective of your ability to return the goods to Prestige Hair Extensions. For example, if a client is unhappy with a colour match after fitting, you cannot return the hair to us for a refund, but may still be required to refund your client who was unhappy with the colour fitted.

To minimise potential complaints, the expectations of your client must be managed appropriately by a qualified stylist. Human Hair is not a machine manufactured product; it varies from donor to donor. Our Suppliers make every effort to choose the sleekest and highest quality ponytails for producing our higher range extensions but there will always be some variation between batches (more so with the budget range). Variations in colour, texture and thickness are inevitable. Always consider that your client may have little to no experience of hair extensions and therefore initial expectations may be unrealistic.

If you are unhappy with the colour, length, thickness etc. of the Hair extensions you can return them unused for a refund, returns for these reasons will not be accepted if the hair has been used.

Exceptions to our Guarantees include;

• General wear and tear (please see further details for each fitting method below).
• Colour changes (As described below).
• Fading of any colours (Fancy, Ombre/Rooted and Ash/Silver shades are more susceptible to fading but all our hair has been bleached then coloured and will need its colour maintaining by a professional experienced in dying extensions Never attempt to lighten extensions this can damage them beyond repair)

 

*IMPORTANT NOTE* - Please ensure your clients understand that all hair extensions can and do fade, they can be tricky to recolour to the original shade. Colour maintenance and picking out different shades to dye is especially difficult for piano & rooted colours - some customers will find it easier to darken their overall colour rather than trying to recreate the original colour blend. Refunds or exchanges for fading are not offered by Prestige Hair Extensions. Clients that expect the colour of hair extensions to remain unchanged throughout their lifespan should not use our hair.

We offer additional information below on potential colour changes and issues with blonde extensions to help educate your clients to avoid or treat these issues.

 

The following section provides further information on the nature of our human hair products and the exceptions to our guarantee.

We feel that it is important to explain to our professional customers the rationale behind our guarantee and the terms and conditions attached to it.

We have not written the Terms & Conditions, or this expanded guidance to avoid any responsibility for faulty products. We feel that by helping our customers understand how human hair extensions are produced we can also help them to understand what they can reasonably expect from their hair extensions, how to care for them correctly and what constitutes a legitimate fault with a product (as opposed to a naturally occurring change during the lifespan of the product).

 

WHY DO WE HAVE THESE EXCEPTIONS?

We will never impose unfair terms to avoid responsibility for such things as matted/tangled hair caused by misaligned cuticles (We will always take responsibility for this!) our guarantee exceptions are provided to avoid refunding good quality hair (that may have faded or require re-taping).

 

CONFIDENCE IN OUR HAIR

When you buy hair from Prestige Hair Extensions you can be assured that with proper aftercare it will not matt, dry out or snap in the first couple of months. Faults like this are often associated with cheaper “Machine Remy” or reclaimed / turned hair. On rare occasions, if a shade has been over processed, even the highest quality Remy hair can suffer from these symptoms – In cases such as these we always accept full responsibility!  

 

WHAT IS THE DIFFERENCE BETWEEN PRESTIGE HAIR EXTENSIONS AND MACHINE REMY HAIR?

We will never use “Machine Remy” hair. “Machine Remy” hair has been salvaged not donated. It will have gone through several processes to realign 90-96% of the cuticles, before being subjected to a light acid bath to prevent the remaining misaligned cuticles from tangling.  It is the light acid bath that makes the hair feel smooth at first but also causes it to eventually dry out and sometimes snap.

You may also notice black dots on the tips of some machine Remy hair (these are the follicles / roots of hair that has been shed naturally during daily brushing rather than cut from the donor).

You will not see this with our Hair. All our hair is cut from single donors, then bleached and coloured.

 

BLEACHING AND PROCESSING OF REMY HAIR

When bleaching Remy hair, donor hair is stitched to a net to ensure that all cuticles remain aligned. Up to 20% of the hair can come loose from the stitching holding it in place, with cheaper products this lost hair is often picked back up and added back to the remainder of the hair. This reduces costs during manufacture but also results in hair extensions with misaligned cuticles making tangling more likely.

Our hair is handled and stitched more carefully to keep hair loss to a minimum. The lost hair is never picked back up or re-added to our donor hair. This increases the cost of our hair, but also guarantees there will be no matting or tangling caused by cuticle misalignment. This is also why the final thickness on the ends of our hair can vary from batch to batch, losses are different during each batch and the thickness each donor ponytail varies.

 

LIGHTEST BLONDE SHADES

Using advanced industrial bleaching techniques, black and very dark brown donor hair can be lightened to the lightest blonde colours without severely damaging the hair. However, it should be noted that all chemical bleaching damages the hair a small amount, which is why lighter blonde extensions do not last as long as darker colours.

 

LONGER HAIR LENGTHS

Longer hair is older hair, despite its higher price it will still be more prone to dry ends over time than shorter hair lengths.

 

COLOUR CHANGES

The advanced industrial bleaching techniques used to transform the donor hair from black to blonde do make it more susceptible to colour change. These colour changes are mainly orange / pinky and occur mainly when hair is exposed to very high heat, sun cream, swimming pools and high mineral content water. It is most commonly seen after a holiday abroad or during the summer but does happen in the UK in winter months too.

These changes are not covered by our guarantee because they are not the result of a fault, they are a result of the salts and minerals required to catalyse the bleaching process and reach these light blonde shades. Without this process you cannot achieve light blondes from dark brown/black donor hair. Our aftercare information provides detailed guidance on how best to care for your extensions and avoid experiencing such changes.

 

CARING FOR YOUR EXTENSIONS

You should treat extensions as a  fine garment that needs special care to avoid stains or damage - Very high heat not only dries out your extensions it can also cause a reaction with chemicals that remain in the hair from the bleaching process, this can leave staining or orange marks (this often happens when using straighteners or curling wands on the ends of the hair for too long). It is best to use 160C maximum to minimize the chances of this happening.

Contact with other chemicals in sun creams, swimming pools and the environment or high mineral water can also affect the hair if absorbed and exposed to certain environments. While absorbed minerals are often easy to remove with Malibu C treatments, stains from high heat can be difficult to remove even with bleach. For full aftercare advice please read here - https://www.prestigehairextensions.com/aftercare

 

MEMORY KERATIN

The Memory Keratin used on the Tiny and Stick Tip Extensions is designed to change shape slightly and be a little softer than Italian keratin. Memory Keratin is not suitable for fusion bonding, it should only be used with ring methods. Sometimes at refits the tip will need re rolling or squeezing back into shape to fit back inside the ring, but we are trailing a new harder memory keratin in 2020 that will reduce degradation of the tips at refit. Professionals are expected to be able to re roll the tips at refits if required. (please note a total breakdown of the tip that causes shedding in the first 2-3 months/by first maintenance is not normal and should be reported to us, it’s often caused by the tips being too short as well as the keratin being weak so please do not trim the tips).

Our Italian keratin used on Nail, Flat and Nano tips is the strongest we have used. It will not breakdown or become soft during our guarantee period. Our Nano tips have been sealed top and bottom around the metal tip. Nano tip breakage is extremely rare and with good aftercare will last well beyond our guarantee period (although you should warn your clients that a very small number may break, this is rare with our nano tips).

 

TAPE HAIR

We tape our Tape Hair Extensions in the UK to ensure the tape is as fresh as possible and has not been exposed to temperature variations that can denature the tape.

There are many variables that can affect the life expectancy of the tape adhesive and we work hard to reduce the chance of slippage after application. However, the best way to ensure zero slippage after application is to apply fresh tape before fitting.

Following feedback, customers consistently stated that they didn’t want to apply the tape themselves due to time constraints during fittings. Listening to this feedback we chose to continue to sell the tape extensions pre-taped and ready to fit. We have an intricate process for storage and taping small amounts of each colour in each length at a time, so the tape hair isn’t left on the shelves for many months potentially degrading. In addition, we periodically check older batches of hair to determine if they need re-taping.

We are extremely proactive in responding to complaints regarding tapes and believe that we go above and beyond our competition to ensure our tapes remain fresh at dispatch. Despite these measures, it is still better to tape your extensions immediately prior to fitting as despite our best efforts there is still a small chance the tape can slip after initial fitting.

If you experience an issue with our tape hair, please report it immediately. This will allow us to address your problem as quickly as possible whilst also allowing us to investigate the remainder of the batch to ensure it doesn’t affect anyone else.  We will re-tape slipped hair for you if you return it to us, however we do not offer refunds or replacements for tape hair that falls out.

Taking these measures and our experience into consideration, we will be restricting the sale of Tape Hair Extensions to retail accounts in 2020. Only Trade Accounts (aware of the potential problems with tape hair and able to test them prior to fitting) will be able to purchase them. The only way to be 100% sure the tape will not slip is to re-tape before fitting.  

We will continue to survey our customers regarding the production of our tape hair extensions and may shift to selling them without tape adhesive at a reduced price in future. Your feedback is important, and we ask that you engage with our social media or customer services providing any professional suggestions or preferences you have regarding our products.