Customer Returns and our Guarantee
A customer may return any item within 7 days of delivery, for a refund or exchange provided the item(s) meets with the following criteria:
All goods must be returned in the original condition they were received.
Any goods returned outside the original condition will be reviewed by us to determine whether it is eligible for a refund or exchange as outlined in this section. A refund or exchange will not be provided for products returned in a used condition or that have been tampered with.
Used condition and tampering includes but is not limited to:
If an item is determined to be used or tampered with, you will be notified via email within 7 days of its return. You will be granted the option to pay for its return to you. If you do not reply or refuse to make payment for its return to you, the item will be held for 30 days and then destroyed.
Returns must be requested within 7 days of receipt of delivery. Returns will not be accepted after 7 days unless goods are faulty. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions.
Our goods are not shipped faulty. As some of our products are a hygienic product we cannot accept back items once opened/used.
The buyer is responsible for all postage costs when returning items to us for refund or exchange. Before returning the item, we ask that you contact us first and we will give you instructions for their safe return.
We will certainly reimburse any 1st class recorded Royal Mail postage costs if the buyer is returning goods or items that were delivered in error. Once the goods are returned to our premises you will receive either the refund or exchange as you have requested and reimbursement of 1st class postage costs to our business.
The customer is responsible for the return costs of the item unless the item is deemed to have a defect.
Your items must be labelled ‘returns’ according to the shipping legislation of your country. We shall not be liable for any duty incurred when the item reaches the UK.
If an item incurs duty when it reaches the UK, we will not accpet the delivery and the item will be shipped back to you unopened by the courier service in the UK.
If you choose to send back your return or exchange via unrecorded post, we will not be held liable for any delay or loss. This is in accordance with all UK legislation.
All refunds will be returned to the original payment method provided unless otherwise expressly agreed between you and us. This will occur within and no more than 28 days after we receive your return, in accordance with DSR legislation.
If a refund occurs after an exchange(s) the cost of posting out the exchanged items will be deducted from your refund total.
Any item returned that is determined to have been tampered or used will be offered to be returned to the customer via email. This return is at the customer’s expense.
All returns must be received within 7 days of notifying us that you would like an exchange or refund. It is up to the discretion of the directors to allow returns outside this time period.
We reserve the right to deduct postage costs from any refund amount for goods returned outside the time frames required by the rules of distance selling.