Refund policy

Returns & Refunds Policy

1. Your Right to Cancel (UK Consumers)

Under the Consumer Contracts Regulations, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise your right to cancel, you must notify us in writing (by email) within 14 days of delivery.

2. Hygiene-Sensitive Products (Important)

Hair extensions are hygiene-sensitive goods.

For health and hygiene reasons, the right to cancel does not apply if the product has been:

  • Opened

  • Unsealed

  • Used

  • Worn

  • Handled or tampered with

Once the hygiene seal is broken, the item becomes non-returnable under UK law.

Returns will only be accepted if the item is:

  • Unopened

  • Unused

  • In original packaging

  • With all hygiene seals fully intact

3. Change-of-Mind Returns (Eligible Items Only)

If you change your mind, you may return your order within 14 days of delivery, provided:

  • The item meets all hygiene and packaging requirements

  • The cancellation request is made within 14 days

  • The item is returned within 14 days of cancellation

Refunds will be issued for the product price excluding original delivery charges.

Return postage costs are the responsibility of the customer.

4. Order Cancellation Before Dispatch

Orders may be cancelled before dispatch for a full refund.

Once an order has been dispatched, it can no longer be cancelled and must follow the returns process above.

5. Inspection on Delivery

Please inspect your order upon delivery.

Any issues such as:

  • Damage

  • Missing items

  • Incorrect items

must be reported within 7 days of delivery.
Failure to notify us within this timeframe may affect your ability to make a claim.

6. Condition of Returned Goods

To qualify for a refund or exchange, returned items must:

  • Be unused and in resalable condition

  • Include all original packaging

  • Have all hygiene seals intact

  • Include tape tabs for Tape-In or Secret Tape-In extensions

Items returned opened, used, damaged, or incomplete will not be eligible for a refund.

7. Faulty or Damaged Goods

If your item arrives faulty or damaged, please notify us as soon as possible.

Faulty items must be returned within 28 days of delivery. Once inspected and confirmed, you will receive either:

  • A replacement, or

  • A full refund, including standard delivery and return postage

This does not affect your statutory rights.

8. Return Shipping Costs

Return shipping is the responsibility of the customer unless:

  • The item is confirmed faulty, or

  • The courier confirms loss or damage in transit

We do not cover return shipping for:

  • Change-of-mind returns

  • Incorrect items ordered by the customer

  • Unauthorised returns

  • Items failing hygiene requirements

9. Lost Parcels & Courier Claims

Refunds or replacements for:

  • Lost parcels

  • Non-receipt

  • Transit damage

will only be issued after courier investigation and confirmation.

In the event of a delivery signature dispute, a Denial of Receipt form must be completed.

10. Non-Returnable Items

The following items are non-returnable:

  • Sale or Clearance items

  • Wigs

  • Custom-made or bespoke items

11. Contact Us

To request a return or cancellation, please contact us by email on beautifyluxehair@gmail.com before sending any items back.