Refund policy
Right to Cancel (Statutory Withdrawal Right)
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.
Refunds:
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.
- 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.
Our Refund Policy
Our goal is to ensure your complete satisfaction with your purchase. However, if you are dissatisfied with your purchase, you can return the product for a refund or exchange within 60 days of the receipt.
Condition of Returned Items:
- Unworn, Unused, and Unaltered: The product must be in its original condition, which means it should not show any signs of wear, use, or modifications. This ensures that the item remains in a sellable state for others who may purchase it in the future.
- Odour-Free: Items returned must not carry any added scents or smells, such as perfume or deodorant. This helps maintain the product’s freshness and ensures a hygienic experience for other customers.
- Quality Inspection: Although images received via the Returns App gives us a visual representation of the item's condition, there are certain aspects that cannot be assessed through pictures alone.
For example, odours – such as those from perfume, smoke, or other scents—cannot be detected via an image. These factors are important because they impact the integrity and reusability of the product. To ensure that every return meets our standards and to maintain fairness for all our customers, every returned item undergoes a detailed and thorough examination by our quality control team upon its arrival.
How It Works
How To Request A Return Or Exchange
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 in our system, your refund process will be automatically initiated. You can sit back and relax!
Step 6: Exchanged Approved: Let Us Know About Your Choice…
If you have sent an exchange request and it’s been approved, don’t forget to contact our team to arrange a payment or refund in case there is a difference in price between your selected product and your returned item.
Why has my refund or return request been denied?
The reason why our team might reject your return or exchange request is usually due 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
- If the hygiene bands have been removed from our Curly Hair Extensions
- 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 may reject a return or refund:
- The wrong item has been sent
- The return has been requested after 60 days
- Courier claim forms not completed on time (for missing parcels)
Polite note: curly clip in hair extensions won’t be able to be returned without their silver/gold hygiene bands.
The conditions above apply to our 60-day commercial returns policy. If you are exercising your 14-day statutory right to cancel, the product must be returned but you do not need to provide a reason for cancellation. However, you are responsible for any diminished value of the goods if this results from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.
Will I be charged for returning my order?
If you are a UK-based customer, you will not be charged for returning an item. If you are a US-based customer, you can check our US website www.cliphair.com for further information. For customers elsewhere, we are unfortunately unable to cover the return cost, therefore you will be charged for shipment.
Courier-Related Claims (Lost or Missing Parcels):
In some cases, the courier may require extra steps before we can issue a refund or replacement.
- If your parcel is reported missing, the courier (such as DPD) will email or post you a claim form.
- Complete the form and return it to the courier.
- You must complete the form, take a screenshot or photo, and email it back to us.
- Once the form is completed and returned, the courier will confirm to us that it has been received and the claim can be settled.
- We cannot issue a refund or replacement until we receive this confirmation.
- Please note: couriers may set a strict deadline for submitting the form. If missed, neither the courier nor Cliphair can issue a refund.
- These steps may vary from courier to courier. Please contact our customer service team for more information.