You can return any unwanted items free of charge within 28 days for a refund, replacement or exchange providing they are unused and in the original packaging and condition.
When making a return, please send the items back to:
UK Office: Festival House, Jessop Avenue, Cheltenham, Gloucestershire, GL50 3SH
USA Office: 500 Ridge Ave, Toronto, Ohio, 43964
Please include your details and the reason for the return. Please ensure that any returned goods are properly packaged to avoid breakages. It is advisable to obtain proof of postage. You will be responsible for the item/s until they reach us. We will refund your purchase within 7 working days of receiving the goods. If the goods are being returned because they were incorrectly supplied, then we will also refund the postage and packaging costs.
Your right to cancel
We want you to be delighted with your order. If you wish to cancel your order you may do so at any time from the day you placed the order, up to 7 working days starting the day after you received the goods. A refund of all monies including postage and packing charges, will be made within 30 days of cancellation. Please ensure the product has not been used, is returned undamaged, as sold in the original packaging.
Upon receipt of your goods, please inspect and inform us immediately of any damages or missing items within 7 working days.
If your goods develop a fault within 28 days of receipt please contact us to arrange return and inspection. Generally we will exchange or refund the item provided it is 'as new' and has no faults caused by accident, misuse, general wear and tear or neglect.
Please also note that custom made products cannot be returned unless they are faulty. If the products are faulty, we will repair the product free of charge. If you wish to cancel your order you may do so within 7 working days starting the day after your order was received.
Faults, Repairs & Refunds
Custom-made hair systems are handmade using the exact specifications you requested at the point of ordering; they are made for you specifically. Therefore, refunds cannot be offered on hair replacement systems (custom and stock) which have been worn, unless a genuine defect has occurred. Refunds cannot be given should you damage the hair system or change your mind about a previously requested specification.
At the point of ordering, you will be advised to order an additional hair system, as a spare, just in case you accidentally damage the item, and need to wait for a replacement. Hair Hub will not be held responsible for any physical or emotional stress allegedly caused by our hair replacement systems.
In the extremely unlikely event, a hair replacement system is genuinely faulty, the item will need to be returned to Hair Hub within 5 working days for repair. In the exceptional case where a hair system cannot be repaired, only then will a full refund or replacement be given.
Refunds cannot be processed once a custom-made order is in production.
For custom-made hair replacement systems, lead times are not fixed and can change. The times given at the point of ordering are estimates only and subject to change. Custom-made hair systems can take up to 12 weeks to make. For automated monthly orders, whilst we endeavour to deliver according to agreed schedules, orders may be delayed due to external circumstances or seasonal fluctuations in demand.
Hair Hub will not be held responsible for any emotional stress caused due to a perceived delay with any custom-made products and advises customers to allow sufficient time to receive their new hair system should they require the item for any particular occasion.
Clients are advised to follow the correct maintenance instructions to ensure maximum efficacy and longevity of their hair replacement system which requires delicate care. Attention must be paid to the user instructions providing with new hair systems, and products also.
Should the client damage the hair system due to improper bonding or handling, Hair Hub will not be held responsible.