HCE Returns & Refunds

Our returns policy

If your extensions are not right, you can return them for a refund. Let us know by starting a return through our returns portal within 30 days of delivery for full-price items, or within 14 days of delivery for sale items, then send the item back within 14 days of that.

What we can accept

Hair, synthetic and human, must be unworn and unopened, with the seal and void sticker intact and the hair still attached to the backing card. Once hair has been unsealed it cannot be returned, for hygiene reasons. This applies to our human hair tape and weft ranges in the same way as our clip-ins.

Hair care, brushes and combs must be unopened. Tools and other accessories must be unused and in their original packaging.

Sale items can be returned on the same terms, within 14 days of delivery.

We do not offer exchanges. If you need a different colour, length or style, place a new order and return the original for a refund.

Free gifts

If your order included a free gift, such as the Stroke of Luck brush, it is part of your order. Return it with the order, or with a partial return that takes the remaining value below the qualifying amount. If a gift is not returned when it should be, its value is deducted from your refund. See the free brush offer terms.

Faulty items

If you believe your item is faulty, start a return through the portal within 30 days of delivery and we will arrange inspection. Faulty items are refunded or replaced in full. Hair that has been coloured, bleached, heat-damaged or treated is not covered.

Sending it back

Use the returns portal to register your return and get the return address. Return postage is paid by you, so we recommend a tracked service and keeping your proof of posting. We cannot refund items that do not reach us.

If a returned item has been opened, worn or used, we will not be able to refund it. We will hold it for 14 days for you to arrange return postage.

Refunds

Once we receive and check your return, the refund goes back to your original payment method. Shipping charges are not refunded. Some card providers take a further 3 to 5 working days to show it, and refunds can take a little longer over holiday periods.

Questions before you return something? Email orders@hairchoiceextensions.com.