Refunds & Exchanges
We want you to be completely informed about our exchange and refund terms before making a purchase. Due to the nature of human hair products and UK consumer law, we operate under specific restrictions designed to protect health and safety standards.
No Exchanges or Refunds Policy
We do not offer exchanges or refunds on any of our products under standard circumstances. This policy exists for two legally protected reasons under UK Consumer Contracts Regulations 2013:
1. Hygiene-Sensitive Products
Human hair extensions, wigs, closures, frontals, ponytails, toppers, and clip-ins are classified as hygiene products. Under Regulation 28 of the Consumer Contracts Regulations 2013, sealed goods that are unsuitable for return due to health protection or hygiene reasons cannot be exchanged or refunded once packaging has been opened.
This protection applies to all customers and prevents potential contamination risks from products that come into direct contact with the body and scalp.
2. Made-to-Order Customised Goods
All our products are offered on a pre-order basis according to your specific requirements, including selected lengths (14" to 26"), chosen textures, and exact quantity. Under Regulation 28, goods "made to the consumer's specifications" are exempt from standard return rights.
Each order is individually prepared based on your selections, making them customised items that cannot be exchanged simply due to preference changes.
What This Means
- No exchanges will be processed for personal preference, texture expectations, color perception, or styling results
- No refunds will be issued for change of mind or buyer's remorse
- Natural variations in human hair characteristics are normal and not grounds for exchange
- All sales are final once your 24-hour order modification window has passed
Sale Items & Promotional Purchases
Items purchased during sales, with discount codes, or as part of promotional offers are strictly final sale with absolutely no exceptions. These purchases cannot be exchanged or refunded under any circumstances.
Faulty, Damaged, or Defective Items Only
Your statutory rights under the Consumer Rights Act 2015 remain fully protected. We will consider exchanges ONLY if you receive a product that is:
- Genuinely defective or faulty before use
- Damaged during transit
- Materially different from our product description
- Not fit for the stated purpose
Reporting Defective Items
If you believe your item is defective, damaged, or not as described, you must contact us within 48 hours (2 days) of the carrier's delivery date. Communications received after this deadline will not be accepted.
Your report must include:
- Clear photographic evidence showing the defect or problem from multiple angles
- Video evidence where applicable (particularly for texture or construction issues)
- Detailed written explanation of the specific fault
- Your order number and delivery date
Assessment Process
We will review all submitted evidence to determine whether an exchange is warranted. This assessment typically takes 3-5 business days. Our decision is based on whether the issue existed prior to delivery and falls within manufacturing
defects rather than user error or preference.
In some cases, we may require the item to be returned to us for physical inspection. Items must be returned in original packaging, completely unused, unaltered, unworn, and with all seals intact.
Exchange Conditions (Defective Items Only)
If we determine an exchange is warranted for a genuinely defective item:
- Items Must Be:
Completely unopened and unused (unless defect prevents use) - In original packaging with all protective seals intact
- Unaltered in any way (not washed, brushed, cut,
colored, or installed) - Accompanied by all original documentation and
packaging materials
Items NOT Eligible for Exchange:
- Products that have been opened, worn, or installed
- Hair that has been washed, conditioned, brushed,
or styled in any way - Items with packaging that has been damaged,
tampered with, or discarded - Products with removed or damaged security tags or seals
- Hair that has been cut, colored, bleached, or chemically treated
- Items showing signs of use, wear, or alteration
Return Shipping Requirements
If an exchange is approved, you are responsible for return shipping costs. We require specific shipping methods to ensure trackability:
UK Returns: Royal Mail Tracked & Signed service only
International Returns: Courier service with full tracking and signature confirmation (such as UPS, FedEx, or DHL)
Failure to use a tracked shipping service will result in no exchange being processed. If your package is lost in transit because you did not use the required service,
we cannot offer an exchange.
You must provide us with the tracking number and monitor the shipment until it has been
successfully delivered to our returns address. We are not liable for packages
lost in transit.
Return Preparation Instructions
- Contact us for return authorisation before sending anything back
- Wait for our confirmation email with specific return
instructions and address - Photograph or video the item in its original unopened
packaging - Send these images to us for verification before shipping
- Package the item securely in its original box with all
materials - Purchase tracked shipping with signature confirmation
- Send us the tracking number immediately after posting
- Retain proof of postage until exchange is completed
Inspection & Processing Time
Once we receive your returned item, please allow 5-7 business days for thorough
inspection. We will verify that:
- The item is in completely resalable condition
- Packaging is intact and unopened
- All seals and tags remain attached
- No signs of use, wear, or tampering are present
If Inspection Passes:
We will prepare your exchange item and dispatch it within 3-5 business days following inspection approval. You will receive an email confirmation with new tracking details.
If Inspection Fails:
If the returned item does not meet our exchange conditions (has been opened, used, altered, or packaging is damaged), the exchange will be rejected. The item will be returned to you at your expense, and no exchange will be issued.
Processing Fees
A 5% restocking and processing fee applies to all approved exchanges to cover administrative costs, quality inspection, and repackaging. This fee will be communicated during the exchange authorization process.
Costs You Are Responsible For:
- Return shipping to us (full cost)
- 5% restocking fee (deducted from exchange value)
- Original outbound shipping cost (non-refundable)
- Any new shipping costs for the replacement item
- Any customs duties, taxes, or import fees for international exchanges
Exchange Exceptions - No Exchanges Will Be Processed
For:
- Personal preference regarding texture, color, or appearance
- Expectations about hair quality, softness, or styling results
- Natural variations in human hair (color
variation, texture inconsistency within natural ranges) - Hair that has been used, installed, washed, or styled in any way
- Damage caused after delivery (heat damage, chemical damage, tangling from improper care)
- Color differences from photography (monitor displays vary)
- Purchases made during sales, clearance, or with
promotional codes - Orders placed more than 48 hours ago without
prior contact - Items damaged due to incorrect installation or
user error - International orders where return shipping costs
exceed item value
Refunds
We do not offer cash refunds under any circumstances due to the hygiene-sensitive and made-to-order nature of our products. In the rare event that we cannot fulfil an approved exchange with an equivalent replacement item, we will issue store credit only, valid for 12 months from the date of issue.
Store credit can be used toward any future purchase on our website and is non-transferable.
Important Reminders
- Inspect your order immediately upon delivery
- Report any issues within 48 hours
- Do not open, use, or alter items if you suspect
a defect - Keep all packaging materials until you are
satisfied with your purchase - Photograph evidence before contacting us
- Use only approved tracked shipping methods for
returns
By completing your purchase, you
acknowledge that you have read, understood, and agree to these exchange and refund terms.
This policy is effective from 28 Mar 2026 and may be updated periodically.
For questions or to report an issue, contact us at www.thehairthelace.com