Refunds and Exchanges
Returns Policy – Order Cancellation
All products which are purchased from Regal Hair can be returned to us for a refund or a replacement (exchange) within 14 days of first initial purchase.
In order to return your product for a refund or exchange please send us an email at: [email protected] We will provide you with our return’s address and we will require you to place the following information inside your parcel so we can refund/exchange you accordingly:
Reason for return/exchange (If exchanging – please include the replacement item you would like)
Please ensure to look after the hair whilst you have the products in your possession – If you are planning to return an item or would like to exchange the hair for something more suitable we are happy to do so as long as all products are returned to us in their originally sold condition and original packaging.
Please make sure that the sleeves which the extensions are sold in must also be returned with the hair as without this we cannot re-sell the extensions online.
Refunds can be refused if the above criteria is not met.
We use Royal Mail as our shipping company so please do try and return to us via Royal Mail if possible and always opt to maintain proof of postage where you can, especially on high value items. All returns are at the risk of the customer and paid for by the customer. If you choose to use a different courier service to return the products – you and this courier are responsible until the package reaches us directly.
In the case of a parcel being returned to us – we try our best to have a turnaround process of 7-10 working days of the product reaching us at our designated returns address. We will ensure any refunds are made within this time, exchanges will be handled accordingly and if the product replacement which has been requested is a higher value than the current product, an invoice will be sent to the customer to make the additional payment.
Until the original parcel is sent back and received by us here at Regal Hair, we will not complete any refunds or exchanges. In which case, you may need a certain product on a time limit, we suggest that you place a new order with us and once received – send back your older order to us for a refund.
If you do decide to return an item to us outside of our returns policy outlined above, you do so at your own risk and we will refuse to refund or exchange these items as per our policy. We strongly advice that if you are not happy with a product that you do send these items back within 14 days.
If you have received your parcel from us and it appears faulty or damaged, please report this to us at our customer service email: [email protected]. We must have received an email from you within 30 days of you receiving the item due to hair extensions being a wearable item.
After a complaint has been made and processed through Regal Hair – you must have the item in question returned to us within 1 Week of this complaint – the item in question will then be tested and examined by our quality team to determine the correct procedure to follow.
Any items purchased from us will not be considered ‘faulty’ if the original condition has deteriorated due to unusual or poor hair management from the customer themselves. This includes:
Any colouring or toning of the hair, including various toning shampoo’s and conditioners. When you buy from Regal Hair you are purchasing a specific colour – we will not accept a request for a refund or any exchanges of hair which has been tampered with. All hair to be returned in ORIGINAL condition and colour.
When buying hair – please also ensure that hair is fitted using a professional extensionist/fitter or hairdresser as we are not liable for poor application of our hair. Make sure to use the correct Aftercare as per our Aftercare guide which you can find on our website.
We will decide If the item is of any fault and if the item is not believed to be at fault due to any of the reasons stated above – the item/s will be returned to the buyer (at the cost of yourself), no exchanges or refunds will be offered.
It is advised that our hair is not worn whilst in warmer climates such as holidays abroad etc. Us – like most other hair providers can not guarantee protection against the hair in such conditions and doing so is completely at the choice of the consumer.
If using swimming pools on holiday or in the local area please do note that chlorine found in swimming pools can cause hair to dry out or potentially discolour the hair. It is strongly advised that to keep your hair extensions in the best condition and not damage the colouring of the hair – try to avoid chlorine and salty water as much as possible.