Returns Information

Under consumer protection law, you have the right to cancel your order within 14 days of receiving your items, without giving a reason. This is your statutory right and applies to all EU and UK customers.

How to exercise your right to cancel:

You can submit a cancellation request using our withdrawal form at this page. You do not need an account or to log in. Simply provide your name and order number, confirm your request, and you will receive a confirmation email immediately.

What happens after you submit:

You will receive a confirmation email immediately. Our Customer Service team will then review your request and be in touch to guide you through the next steps, whether that's cancelling the order or arranging a return.

Refund timeline:

Refunds will be processed once the returned goods have been received and inspected. Refunds are issued to your original payment method.

Return costs for cancelled orders:

• UK customers: free returns via DPD.
• EU and international customers: the cost of returning the goods is the responsibility of the customer.

Please note: This 14-day statutory right is separate from our 60-day commercial returns policy below, which gives you an even longer window to return unwanted items. Both options are available to you.

You have 60 days to organise a return. In order to do so, you can visit our Return & Exchange page and follow the simple instructions. Keep in mind that our Customer Service team will need to have photographic evidence of the product in the exact conditions it is before shipping it out. 

Our Customer Service team will review your request (along with provided images), and process it. This entire process can take up to 3 to 5 working days, for both exchange and refund return requests.

Returning an item to get a refund or swapping it over with something else is easy. Follow these steps for a seamless return experience!

Step 1: Request Return

Go on our Return & Exchange page and fill in the form.

Step 2: Take A Picture

Take 2-3 photographs of your items in the exact conditions they are being returned in.

Step 3: Wait For Our Team To Contact You

You will receive an email when your request has been sent, and another one when it’s been approved or rejected. This can take up to 2-3 working days.

Step 4: Print Your Shipping Label

If your request has been approved, you will receive an approval email which will include a link to your unique shipping label that you must generate and attach to your parcel. You can also take this generated shipping label to the Post Office who will then assist you further by printing off the shipping label.

Step 5: Return Approved: You’re All Set!

Once your request has been approved and your parcel has been scanned and in our system, your refund process will be automatically initiated. You can sit back, and relax! 

Step 5b: Exchanged Approved: Let Us Know About Your Choice…

If you have sent an exchange request and it’s been approved, don’t forget to get in touch with our team to arrange a payment or refund in case there is a difference in price between your selected product and your returned item.

The reason why our team might reject your return or exchange request is usually down to the conditions of one or more of your items. This can be because of broken hygiene seals, visible signs of usage, alterations, product build-up, etc.

Visible signs of usage, alterations, and product build-up include:

• Hair dye
• Hair that has been worn, brushed, or styled
• Hair extensions set that are incomplete
• Hair that smells as a result of using products or improper storage

Other reasons why we can reject a return are:

• The wrong item has been sent
• The return has been requested after 60 days

Polite note: curly clip in hair extensions won’t be able to be returned without their silver/gold hygiene bands.

In order to expect a solid yes from our team, your item should be in the following conditions:

• Unused
• Have the hygiene seals intact
• Not show any product build-up or alteration of any sort

Hair extensions that have been used, styled, or sprayed with products won’t be able to be returned. Hair care products without the foil seal on the bottle/tub or that have been used won’t be able to be returned. Hair accessories that come in damaged packaging won’t be able to be returned.

Sending us pictures that accurately depicts the state of your items at the time of returning them saves you and our team precious time!

Once your request has been received and reviewed by our team, you will be notified about it being accepted or rejected. If it’s accepted, then you will receive a link to generate your unique shipping label.

If you attached a photograph that doesn’t reflect the actual conditions of your item at the point of returning, please get in touch with our customer service team by shooting us an email at:customerservice@cliphair.co.ukor give us a ring on: +44 03450 211 311. Please be mindful this has to be done within 48 hours from your return.

If you have an approved exchange and your chosen product has a higher or lower price than the one you’re returning, then please get in touch with our Customer Service team to arrange a payment or refund for the difference in price.

If you’re indecisive between two shades or more, you can always resort to our FREE colour matching service. We work with hair professionals and qualified colour technicians to find the perfect shade for everyone, and we do it completely free of charge. Get in touch via Whatsapp, Instagram, or simply visit our Colour Match Service page to find out more!

Another option for you is to “rent” a colour ring so that you can check what our shades look like in real life. We have two options for you, one for solid shades and one for mixed and highlighted colours. Check them out on this page. Once you’re done, you can simply return it to us and get a refund – or exchange it for the product you want, in the exact shade that works for you!

Yes, any freebies that are part of an offer will need to be returned with the item you’re sending back.

No, as long as you’re a UK-based customer, we’ll take care of any return charges.

If you’re ordering from the United States, check our US website for returns and exchanges!

As long as it hasn’t been scanned already, you can always print it again!

• Customers can return the item for a refund within 60 days of receipt of merchandise.
• If the colour received is not suitable and you are not sure what colour to exchange it for, you can send your own hair snippet or sample along with the item and our hair experts will try their best to match it for you or please use the link below to use our FREE colour matching service. https://www.cliphairtrade.com/pages/colour-matching-service
• Returned item(s) must be unused, in their original packaging and in a resaleable condition. If product has been removed from its packaging (and has broken hygiene bands), then please contact our customer service via email (customerservice@cliphair.co.uk) to get an authorization code. Any items returned in such condition and without the code will be destroyed.
• We do not accept returns on any items that have been altered in anyway including, but not limited to, being cut, dyed, toned or customised in any way.
• Returning an item is FREE within the United Kingdom.
• If you are outside UK or you wish to return the item through a courier of your choice please address the package to: Cliphair Ltd, Unit 1, Watermill House, Restmor Way, Wallington, SM6 7AH, United Kingdom.
• Refunds are for the product price at the time of purchase only.
• Like to like exchanges or where exchange value is lesser than the initial amount paid will be processed within 48 working hours of receipt of the item(s). If exchange value is higher than the initial amount paid a full refund will be processed and you will be more than welcome to place a new order.

Important Note:

Refunds on returned items will be issued in the same payment form as tendered at the time of purchase. Returns are normally processed within 2-3 working days of receipt. You will get an email notification once your return has been processed. Please allow 5-7 working days for funds to be visible in your account after return has been processed.

Returns

• Customers outside the United Kingdom can return the item for a refund or exchange within 60 days of purchase.
• The customer is responsible for all return freight charges, including duty and tax, if applicable. For your protection, we suggest all returns be sent back to us through a traceable carrier. Most major carriers offer tracking information.
• We will pay all shipping costs if a return is a result of our error and you are exchanging it for the item you ordered (i.e. Received the wrong length, packaging error, or any defective Item).
• Refunds are for the product price at the time of purchase only and Postage is non-refundable.
• Please beware that due to health and safety measures we will NOT accept any used/worn or tempered product.

 Important Note:

Refunds on returned items will be issued in the same payment form as tendered at the time of purchase. If payment was made by credit card, once we receive the product we will process the refund with in 24-48 hours. Please allow 3-5 working days for a credit to appear on your credit card statement.

Exchanges

• You are free to exchange the colour as many times as you wish provided that the product is not used/worn or tempered with.
• If you have received a wrong colour and not sure what colour to exchange it for, you can send your own hair snippet or sample along with the returning item and our hair experts will try their best to match it for you.
• If you have received a wrong product/ not suitable/ not as expected and you are not sure what product you should exchange it for then please contact us at customerservice@cliphair.co.uk and our representatives will love to help you in choosing the right product. You can also contact us at 03450 211 311 (International +44 203 4173 720), between 9:30 am to 4:30 pm GMT (Monday to Friday).
• If you want to swap the product for a different product then please contact us at customerservice@cliphair.co.uk.

How to set up a return/exchange?

• Please return the item along with the original packaging in which you received the product.
• Please also send a copy of the invoice which you received along with the Item.
• Please write a short note stating whether you want a refund or an exchange.
• Send your returns to:

Cliphair Limited Unit 1
Watermill House
Restmor Way
Wallington
SM6 7AH
United Kingdom
Freepost RTHR-GSZR-AGBS (UK customers only)