Return Policy

Return Policy

*Coronavirus Update* 17.03.2020. With new COVID-19 guidelines recommending that the UK avoid all non-necessary travel and social contact, we are relaxing our returns policy to give you one less thing to worry about.To avoid causing any extra concern during this time with unnecessary trips to the post office, we are waiving our normal 30 day return policy as of today (17.03.2020).We understand that there’s a lot of uncertainty at the moment, so we’ll continue to update you on our policies during this time.For now, stay safe and take care of each other

We are happy to refund your purchase within 30 days of receipt if the colour is not suitable providing the product is returned with the hygiene stick sealed and in the original condition.  We do not accept exchanges as customers can obtain a replacement item quicker by placing a new order and returning the original one for a refund, which we endeavour to process within five working days of receipt. However, your payment card provider may take up to five working days further to credit your account.

For hygiene reasons we cannot accept back products which have been worn or with hygiene seals broken, even if this is to check suitability. Items must be returned in their original packaging, still attached to the product backing card and with any packing and retaining hygiene seals intact where appropriate.  All products come in packaging which allows easy checking of the colour suitability.  

Products are packed in sealed see-through packs should be returned with the sealed pack intact and unopened.  The sealed packs or seals which hold the product together and/or to the backing card are there for hygiene reasons. If you are not sure about your colour we do offer a colour match service before you order, however, this is not a guaranteed service, so we do recommend you purchasing a colour ring to help you pick your perfect shade.

We cannot accept hair products back where the seals have been removed/tampered with or which are in a condition which indicates the product may have been used, unless faulty.  For this reason, we also reserve the right to withhold refunds until we have been able to verify that the product is unused. The Consumer Contracts Regulations 2013 states “consumers will lose their right to cancel if they unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons”. If the buyer removed hygiene seals against instructions to the contrary, they are likely to be deemed to have ‘accepted’ the goods and are not entitled to a refund or to cancel the contract.  

To aid our customers and in line with Consumer Contract Regulations, our product packaging is designed in such a manner that allows consumers reasonable opportunity to assess the product and to fully inspect the product without needing to remove the product from hygiene seals before deciding whether to return it or keep it. The reason we have this policy in place is that we would not like to send you a set of hair extensions which have been used/contaminated by another customer, therefore must adhere to strict regulations for hygiene reasons.

Please try to avoid folding the pack in any way different from the way it arrived.

Email info@hairmystique.co.uk for a return address.

Please enclose the Despatch Note or a note with your name, order number and reason for return.

We recommend sending by Royal Mail Signed For service or Special Delivery for your own protection if in the United Kingdom. Signed For / Tracked service your local Postal / Shipping Organisation offers if the outside UK. It is the customer’s responsibility to pay return postage. Please note, we cannot accept responsibility for any product that is not received in our returns centre, please retain your proof of return, so you can dispute delivery with the courier used. For Example, if you send a parcel untracked and we do not receive the parcel, we cannot accept liability for the missing parcel and will not be able to process your return.

FREE GIFT RETURNS

Occasionally, we may run a promotional offer to give a free gift with your online order when you spend a certain amount of money. When returning a full order for a refund, you must include the free gift with your return. If you do not include the free gift, we’ll have to deduct the value of the gift from the value of your refund. If you have any doubts over whether or not you need to return your free gift, please contact our customer service team.

PRE-ORDER ITEMS

All delivery times quoted at the time of Pre-Order are estimated and so cannot be guaranteed. We make every effort to deliver within the estimated but occasionally deliveries will be affected by circumstances beyond our control. We will keep you updated via e-mail of any changes to delivery times.