Refund and returns policy

RETURNS & EXCHANGES

If an item is unsuitable, you may return it to HER Luxury Hair Extensions, as we operate a “no quibble” 14-day money-back guarantee or exchange policy.

To initiate a return or exchange, please email us at [email protected] to notify us of your intent. All items must be returned in a saleable, unused, and unopened condition. For hygiene reasons, hair products must not be worn, brushed, handled, or have labels or ties removed.

We do not recommend colouring or toning any human hair products. Results can be unpredictable and are undertaken at your own risk. If you choose to colour the hair, all guarantees are void, and we will not accept the hair back for return, exchange, or testing, as this alters the product from its original condition.

All postage costs for returns and exchanges are the responsibility of the buyer, including the cost of sending out replacement items. Returns must be sent within 14 days of the delivery date to:

HER Official
Unit 152255
PO BOX 7169
POOLE
BH15 9EL

Refunds will be processed back to the original method of payment only. Returns received after 14 days but within 28 days will be issued store credit only. Returns will not be accepted after 28 days.

Hair must be in its original packaging and fully sealed. A 5% restocking fee will apply for items not returned in perfect condition. If hair is returned in an un-saleable condition, the return or exchange will be declined, and the buyer will be responsible for return postage.

Hair Extensions are non-returnable if removed from packaging ties, due to hygiene reasons.

Please send all returned items via a tracked or recorded delivery service, as we are not responsible for lost or undelivered parcels.

If your return is due to an error on our part, we will refund all related postage costs.

This returns policy does not affect your statutory rights. Under the Consumer Protection (Distance Selling) Regulations, you are entitled to cancel your order within 14 working days of receiving your item(s), provided they are returned unused, unopened, and in re-saleable condition.

FAULTY GOODS

If hair extensions appear to be faulty due to a quality issue, the fault must be reported to HER Luxury Hair Extensionswithin 1 month of the purchase date, as human hair is considered a consumable product during wear.

We require that any faulty hair is returned in full for testing and examination. The hair must be received by us within 7 days of the reported fault to prevent any further damage that may affect assessment.

If no fault is found, or if the hair has been damaged due to poor application or aftercare, the goods will be returned to the customer, and no refund or replacement will be issued. Refunds will also be refused if the correct hair care productshave not been used to maintain the hair properly.

HER Luxury Hair Extensions can last for up to 12 months with continuous wear when applied and maintained correctly. To support the lifespan of your extensions, we recommend using specially formulated products designed for hair extensions.

Any refunds or exchanges for faulty hair will be issued only for the equivalent value or weight of hair returned and received by us for assessment.

By accepting these terms and conditions when registering and purchasing from HER Luxury Hair Extensions, you agree to abide by our full Terms & Conditions of Sale.

DISCLAIMER

Due to the lack of control over the application process and the use of glue, glue guns, or other related products, neither our manufacturers nor our company can accept any responsibility for damage or injury caused to third parties.

It is the responsibility of the purchaser to determine whether the glue, glue gun, colour, or any other product is suitable for their specific needs prior to use.

All products are intended for professional use only, and we strongly advise carrying out a full consultation with clients before any installation.

HER Luxury Hair Extensions does not accept responsibility for any hair that has been coloured, chemically treated, or altered in any way after purchase.