The Haus Collection

Returns & Refunds

At Haus of Hair, we are committed to providing premium-quality 100% Remy Human Hair Extensions. Due to the bespoke and hygienic nature of our products, we kindly ask that you read our Returns & Refund Policy before placing your order.

By purchasing from Haus of Hair, you agree to the terms outlined below.


Can I Return My Order?

Returns are accepted only if the following conditions are met:

  • The product is completely unused.
  • The hair has not been fitted, worn, brushed, washed, coloured, cut or chemically treated.
  • All security ties, hygiene seals and tags remain fully intact.
  • The product is returned in its original packaging and original condition.

You may inspect the colour and quality of the hair without removing any security ties or hygiene seals.

For hygiene reasons, once the security ties or seals have been removed, we are unable to accept a return unless the product is faulty.


How Long Do I Have to Return My Order?

If your purchase qualifies for a return under UK consumer law, you must notify us within 14 calendar days of receiving your order.

Once your return has been approved, the item must be returned promptly following the instructions provided by our Customer Care Team.


Bespoke & Made-to-Order Products

As many of our products are bespoke and made specifically to your chosen colour, length or method, these items cannot be cancelled, returned or exchanged once production has begun, unless they are faulty or not as described.

This includes, but is not limited to:

  • Bespoke colour matches
  • Custom colour blends
  • Made-to-order lengths
  • Special order textures
  • Custom extension methods

Your statutory rights remain unaffected.


Exchanges

We are happy to offer an exchange where the returned item meets our return conditions.

The product must be:

  • Unused
  • Unworn
  • In its original packaging
  • With all security ties, hygiene seals and tags fully intact

Exchanges are subject to stock availability.


Non-Returnable Items

For hygiene and quality assurance reasons, we cannot accept returns for products that have:

  • Been fitted
  • Been worn
  • Been brushed
  • Been washed
  • Been coloured or toned
  • Been bleached
  • Been cut or trimmed
  • Been chemically treated
  • Had security ties or hygiene seals removed
  • Been damaged due to misuse or incorrect aftercare

These items will be returned to the customer.


Faulty or Incorrect Items

Every order is carefully inspected before dispatch.

If you believe your item is faulty or you have received an incorrect product, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product

Items must not be fitted, washed, coloured or altered before they have been assessed.

We reserve the right to inspect the product before offering a repair, replacement or refund.


Return Postage

Customers are responsible for the cost of returning eligible items unless the item is faulty or has been supplied incorrectly.

We strongly recommend using a tracked and insured postal service, as Haus of Hair cannot accept responsibility for returned parcels lost in transit.


Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your return is approved, your refund will be processed to your original payment method.

Please note that your bank or payment provider may take additional time to process the refund.

Original delivery charges are non-refundable unless required by UK consumer law.


Refused Returns

If a returned item does not meet the conditions outlined in this policy, Haus of Hair reserves the right to refuse the return.

The item will be returned to the customer, and any additional postage costs incurred will be the customer’s responsibility.


Professional Application

Haus of Hair strongly recommends that all hair extensions are fitted and removed by a qualified professional.

We cannot accept responsibility for issues arising from incorrect application, incorrect removal, poor maintenance or failure to follow our aftercare guidance.


Need Help?

If you have any questions regarding returns or refunds, our Customer Care Team is here to help.

Customer Care
📧 hausof.hair@outlook.com
📞 07746 395073

We aim to respond to all enquiries as quickly as possible during normal business hours.


Last Updated: July 2026