Refund policy
Returns & Refund Policy
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 this 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 all of the following conditions are met:
- The product is completely unused.
- The hair has not been fitted, worn, tried on, brushed, combed, washed, coloured, toned, bleached, cut, heat styled 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 are welcome to inspect the colour and quality of your hair without removing any security ties or hygiene seals.
For hygiene reasons, once any security tie, hygiene seal or tag has been removed, we are unable to accept a return unless the product is confirmed to be faulty.
Important Notice
Hair that has been worn, fitted or used in any way will not be accepted for return, exchange or refund.
This includes, but is not limited to, hair that has been:
- Tried on or fitted
- Worn for any length of time
- Brushed or combed
- Washed or conditioned
- Heat styled
- Coloured, toned or bleached
- Cut or trimmed
- Chemically treated
- Altered in any way from its original condition
For hygiene and quality assurance reasons, once hair has been worn or fitted it cannot be resold and is therefore strictly non-returnable.
Any items returned that do not meet these conditions will be refused and returned to the customer at the customer’s expense.
This policy does not affect your statutory rights where goods are faulty, misdescribed or not of satisfactory quality.
Please Inspect Your Hair Before Fitting
We strongly recommend inspecting your order thoroughly upon delivery.
Please check:
- Colour
- Length
- Method
- Quantity
- Overall condition
Once hair has been fitted, worn or altered, it is deemed to have been accepted by the customer.
Haus of Hair cannot accept returns or claims relating to colour choice, length, suitability or personal preference after the hair has been fitted.
Colour Disclaimer
We make every effort to display our colours as accurately as possible.
However, colours may appear differently depending on screen settings, lighting and photography.
If you are unsure of your shade, we strongly recommend requesting a professional colour match before placing your order.
Return Authorisation
Please do not return any item without contacting our Customer Care Team first.
Once your return request has been approved, we will provide full return instructions.
Unauthorised returns may be delayed or refused.
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 authorised, the item should be returned promptly in accordance with the return instructions provided.
Bespoke & Made-to-Order Products
Many Haus of Hair products are bespoke and produced specifically for your order.
These include, but are not limited to:
- Bespoke colour matches
- Custom colour blends
- Made-to-order lengths
- Special order textures
- Custom extension methods
Once production has begun, bespoke products cannot be cancelled, returned or exchanged unless they are faulty or not as described.
Your statutory rights remain unaffected.
Exchanges
We are happy to offer an exchange where the returned item meets all return conditions.
Returned products must be:
- Unused
- Unworn
- In their 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 tried on
- Been brushed or combed
- Been washed
- Been conditioned
- Been coloured or toned
- Been bleached
- Been cut or trimmed
- Been heat styled
- Been chemically treated
- Had security ties, hygiene seals or tags removed
- Been damaged through misuse
- Been damaged due to incorrect fitting
- Been damaged through poor maintenance
- Not been cared for in accordance with our aftercare guidance
Any such 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 item, please contact our Customer Care Team as soon as reasonably possible after discovering the issue.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
The product must not be fitted, washed, coloured, toned, cut or otherwise altered before it has been assessed.
Hair that has been altered before inspection may not be eligible for a refund or replacement unless required under your statutory consumer rights.
Haus of Hair reserves 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 supplied incorrectly.
We strongly recommend using a tracked and insured postal service.
Haus of Hair cannot accept responsibility for returned parcels that are delayed, damaged or lost in transit.
Returned items should be securely packaged to avoid damage during 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 issued to your original payment method.
Approved refunds will be processed within 14 days of receiving the returned goods.
Please note that your bank or payment provider may take additional time to process your refund.
Original delivery charges are non-refundable unless required by UK consumer law.
Refused Returns
If a returned item does not meet the conditions set out 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
- Failure to follow our aftercare guidance
- Damage caused by colouring, bleaching or chemical services carried out after purchase
Need Help?
If you have any questions regarding returns or refunds, our Customer Care Team is here to help.
Customer Care
We aim to respond to all enquiries as quickly as possible during normal business hours.