The Haus Collection

Bespoke & Made-to-Order Returns Policy

Haus of Hair – Luxury Hair Extensions

At Haus of Hair, we offer luxury hair extensions, including bespoke and made-to-order products that may be specially prepared, customised or manufactured to meet each customer’s individual requirements.

Please read this policy carefully before placing your order.

1. Bespoke & Made-to-Order Products

Our bespoke and made-to-order products may include:

  • Bespoke colour-matched hair extensions.
  • Custom colour blends and specialist colour requests.
  • Made-to-order clip-in extensions.
  • Custom hair extension lengths and weights.
  • Bespoke extension methods.
  • Customised clip arrangements and specifications.
  • Other products specifically prepared or customised to a customer’s requirements.

Where a product is genuinely personalised or made to the customer’s specifications, it may be exempt from the usual statutory online change-of-mind cancellation rights.

2. Order Confirmation & Immediate Preparation

All bespoke and made-to-order products are prepared specifically for the individual customer.

Once an order has been placed and payment has been received, preparation and/or production may begin immediately, without delay.

Customers are responsible for carefully checking all order details before completing their purchase, including colour, length, weight, quantity, extension method and any other bespoke requirements.

Once an order has been placed, changes or cancellations may not be possible where preparation or production has commenced.

3. Bespoke & Made-to-Order Items – Non-Refundable

Bespoke and made-to-order products are non-refundable for change-of-mind reasons where they have been genuinely personalised, customised or made to the customer’s specifications.

This includes situations where a customer:

  • No longer requires the product.
  • Changes their mind after placing the order.
  • Selects the wrong colour, length or weight.
  • Decides they no longer want the chosen extension method.
  • No longer wishes to proceed with the purchase.

Due to the bespoke nature of these products, they may not be suitable for resale.

Where a product is genuinely personalised or made to the customer’s specifications, the usual statutory online cancellation rights may not apply.

However, simply describing a product as “made to order” does not automatically remove every statutory cancellation right. Where a legal cancellation right applies, it will be honoured.

4. Reporting Faults, Damage or Order Discrepancies

Customers must inspect their order carefully upon delivery.

Any concerns regarding damage, missing items, incorrect quantities, incorrect colour, incorrect length, incorrect weight, or any other discrepancy must be reported to Haus of Hair within 24 hours of receiving the order.

To report an issue, please contact us by email at hausof.hair@outlook.com and provide:

  • Your order number.
  • A clear description of the issue.
  • Clear photographs or videos showing the problem.
  • Photographs of the packaging and delivery condition, where relevant.

Reporting an issue within 24 hours allows us to investigate promptly and contact our supplier or delivery provider where necessary.

Failure to report an issue within 24 hours may make it more difficult for us to investigate delivery damage or discrepancies. However, this reporting period does not remove or restrict any statutory consumer rights. Customers may still be entitled to a remedy where goods are faulty, not as described, or otherwise do not conform to the contract.

Please do not colour, cut, fit, wash, chemically process or otherwise alter hair extensions before reporting a suspected fault, as this may affect our ability to assess the issue.

5. Faulty, Incorrect or Misdescribed Products

This policy does not affect your statutory consumer rights under applicable UK consumer law.

If your product is faulty, not as described, does not match the agreed order specifications, or is otherwise not in conformity with the contract, please contact Haus of Hair as soon as possible.

We will assess the issue and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.

Nothing in this policy excludes or restricts any legal rights that cannot lawfully be excluded.

6. Bespoke Colour Matching

We take great care when matching and preparing bespoke hair extensions. Colour matching may be carried out using photographs, videos, samples or other information provided by the customer.

Please be aware that lighting, photography, screen settings and differences in natural hair colour may affect the appearance of a shade.

Customers are responsible for reviewing and confirming their chosen colour and other specifications before placing an order.

Where Haus of Hair has supplied a product that does not match the agreed specifications, this will be handled in accordance with applicable consumer law.

7. Customer Responsibility

Before placing an order, customers should carefully review all product details, including:

  • Colour and colour blend.
  • Hair length.
  • Hair weight.
  • Quantity.
  • Extension method.
  • Clip or attachment specifications.
  • Any other bespoke requirements.

By placing an order for bespoke or made-to-order hair extensions, customers acknowledge that the product may be specially prepared or customised for them and agree to the applicable terms of this policy, subject to their statutory rights.

8. Contact Us

If you have any questions about a bespoke order, please contact us before placing your order.

Haus of Hair

Email: hausof.hair@outlook.com

Website: https://hausofhairuk.co.uk/


Important: This policy does not affect or restrict any statutory consumer rights that cannot legally be excluded.