Refund & Returns Policy
Bespoke & Custom Orders
Because each order is created to your specific requirements (length, colour, and texture), these items are considered bespoke under the Consumer Contracts Regulations 2013.
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No "Change of Mind" Returns: We do not offer refunds or exchanges if you change your mind once the order has been processed.
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Order Accuracy: It is the customer's responsibility to ensure all selections (colour, length, texture) are correct at the time of purchase.
Hygiene & Health Protection
For health and hygiene reasons, we cannot accept returns of any hair extensions where the hygiene seal has been broken or the packaging has been opened.
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Hair must be in its original, unaltered condition (unworn, unwashed, and not styled).
Faulty Goods
Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if the goods are of unsatisfactory quality or not as described.
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30-Day Window: You must report any suspected faults within 30 days of delivery to be eligible for a full refund.
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Inspection Process: We may require the hair to be returned in full for testing. If a fault is found to be due to incorrect aftercare or chemical alteration (e.g., dyeing the extensions), a refund will not be issued.
Cancellations
You may request a change or cancellation within 24 hours of placing your order. Once the order has been sent to the manufacturer, cancellations are no longer possible.