HCE Returns & Refunds
If in the unlikely event you find that your synthetic extensions are not suitable, you are eligible to return for a refund within 30 days as long as the hair is unworn, unopened, and in original packaging complete with intact void sticker. Any digression from this will mean we are unable to fulfil this request and in order for it to be returned back to you, another postage fee would need to be made.
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.
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.
Please note – important information
We do not accept exchanges, so if you need to return your hair extensions for a different colour, style or length then it is quicker for you to obtain a replacement hairpiece by making a new purchase and returning your original one for a refund.
Please note, some card payment providers may take up to 3-5 working days further for the payment to show in your account. Please allow extra time to process your refund during holiday periods.
If you are not sure about your colour, we offer a Whatsapp colour match service (click the green icon on our site). This personalised service supports you in finding your compatible colour match. Please note this isn’t always guaranteed due to factors such as poor lighting, filters and image quality.
The human hair range including weft and tape extensions are non-refundable due to health and hygiene reasons. We also do not accept the return of any of our hair Care & accessories. If you find your item to be faulty, please let us know within 14 days of receipt (please refer to our additional terms here and our terms and conditions of sale section for full details on how to do this).
Please complete and enclose the return order form with your parcel to:
Hair Choice, Unit C5, Kingfisher Business Park, Bootle L20 6PF.
You or your carrier are responsible for any returned goods until they reach our warehouse. Cost and risk of return will be at your expense and so we strongly recommend you obtain proof of postage or use Royal Mail’s ‘Recorded signed’ or ‘Special delivery’ service for a higher value item. We advise a tracked service as we are not liable for any losses.
Please retain your proof of return so if in the unlikely event your parcel is lost, you can dispute with the courier service you used.
If you have any questions before returning your product please don’t hesitate to get in touch.
You can email us at email@example.com and one of our customer services team will be able to help you.
Any goods that we receive outside of the returns policy will be defined as ‘in dispute’ and as such will not be refunded. A reason for the decision will be provided and we are happy to re-ship back to you at your cost. Alternatively, the goods will be destroyed after 91 days.
Returns policy – faulty goods
For any returns due to a presumed product fault, please complete our returns/complaints form found here. We will need all sections completed and returning to the customer service department firstname.lastname@example.org within a maximum of 30 days of delivery date in order to help further. This is due to the human hair being a consumable item during wear. Please also note our customer service team is only contactable via email.
Aftercare – human hair
We only recommend the use of Hair Choice aftercare products, and cannot guarantee the quality of any of our hair extensions with other formulas or brands used, especially those containing a protein-based ingredient which will dry and potentially matte the hair.
Aftercare products must be purchased at the time of purchasing the extensions. Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for both extensions and aftercare.
All returns must accompany the form above as specified. Any colouring, toning (including silver and purple shampoo) is done at the customer’s risk and we will not proceed to test, refund or exchange any that have been exposed to the above.
Goods will not be considered faulty if their condition deteriorates due to poor hair management including heat damage (from blow drying and hot tools including but not limited to straightening irons and wands), incorrect aftercare or poor application of extensions fitting. If no fault is found, the goods will be returned at your cost and we won’t refund/replace.
Please note that testing can take up to 30 working days. We do not guarantee the use of our hair extensions whilst on holiday/ warmer climates or with excessive sunbed use. This is for various reasons – including discolouration of hair when in contact with swimming pool chlorine. We strongly advise avoiding chlorine and sea water as this too can damage the hair and the longevity.
Hair Choice will not be held responsible for any additional expenses due to faulty goods eg removal / reapplication. We recommend a qualified professional applies any professional hair extensions and that customers always have a consultation prior to any permanent human range being applied.
Any goods that we receive outside of the returns policy will be defined as ‘in dispute’ and as such will not be refunded or exchanged. A reason for the decision will be provided and we are happy to re-ship back to you at your cost.
Alternatively, the goods will be destroyed after 91 days from date received by us.