Returns & Exchanges

Refunds and Returns

We are happy to refund any product providing they are returned to us in their original condition, and we are notified within 7 days of receipt (Distance Selling Regulations 2000).

All orders must be returned to the address below, and we would recommend for your own protection that you use a traceable service.

The Bell Hotel, Old Town, Swindon, SN1 3EP

Refunds

If you have requested a refund, this will be made back to the card used to place your original order (or PayPal).  We are not able to process a refund to any other card.  Refunds are usually processed the same day your goods arrive back with us, however please allow 7 days for this to be fully processed.

Business Customers

For our business customers, it is your responsibility to discuss with your client their needs and requirements.  Once installed it becomes your responsibility to ensure the wearer is looking after them correctly and is following the recommended after-care advice.  If a colour is fitted to a client’s hair, and it is only then brought to your attention that there is a colour discrepancy, we are not able to assist with this. We would advise that upon receipt of your extensions that you always check the colours against your clients hair to ensure you are happy with them before installation.

If you were to find a discrepancy between a colour received and your colour ring, please let us know immediately so that we can assess this and correct it for you where possible. Please note that colour rings are to be used as a guide only, and from time to time some slight variations in colour may arise. We would advise you to upgrade your colour ring at least every 6 months, and we will notify customers where possible of any significant colour changes.

If an item is considered to be used or tampered with you will be offered the option to pay for its return to you.  We will contact you via email and you will have 30 days to respond to this.  If you do not agree to pay to have it sent back to you, do not respond to us or fail to collect it from us in person once the 30 days have passed the item will be destroyed.

Before using the product you should check that you are happy with the item first. Most discrepancies in the colour or style are resolvable, however the item must return to us unopened and in its original condition for us to be able to help. Please check the colour and the style before opening the packaging to avoid not being able to return the item to us.

All colours displayed online are as accurate a match as possible to the real item, however different screen resolutions and monitors may display the colour slightly differently, and therefore we would advise you to check the product once it arrives to ensure you are happy with the colour before opening the packaging.