LEGAL- Returns & Refunds

RETURNS & REFUND POLICY


Last Updated: May 2026


At Hair-Ess Luxury Lengths, customer satisfaction is important to us. Due to the nature of our products and hygiene regulations, please read our returns policy carefully before making a purchase.


1. Return Eligibility


We accept returns within 14 days of receiving your order.


To qualify for a return, products must be:


  • Unused
  • Unopened
  • Unworn
  • Untampered with
  • In their original packaging and condition


Products returned outside of these conditions may be refused.


2. Hair Extensions & Hygiene Policy


Due to hygiene and safety reasons, human hair products cannot be returned once opened, worn, installed, tampered with or removed from their original packaging.


This includes, but is not limited to:


  • Nano Extensions
  • Weft Extensions
  • Tape extensions
  • Any sealed hair products


Please inspect your order carefully before opening or installing products.


If hygiene seals, ties, labels or packaging have been broken or altered, the product will be considered non-returnable.


3. Hair Colour & Natural Variation


Our products are made from 100% human hair.


Because human hair is a natural raw material, slight variations in:


  • Colour tone
  • Texture
  • Weight
  • Appearance


may occur.

Colour Swatches are provided as a guide only and a slight colour variation may occur due to hair being a natural consumable product. Colour rings must be stored away from direct light and we recommend colour rings are replaced every 12 months due to environmental lightening.

Minor natural variation is not considered a product fault.


We strongly recommend reviewing product descriptions carefully before purchasing.


4. Exchanges


We may offer exchanges on eligible products.


Exchange requests must meet our return requirements.


Customers are responsible for:


  • Return shipping costs
  • Delivery costs for exchanged items


Exchange approval remains at the discretion of Hair-Ess Luxury Lengths.


5. Faulty, Damaged or Incorrect Items


If you receive an item that is:


  • Faulty
  • Damaged
  • Incorrect


please contact us as soon as possible at:


info@hair-essluxurylengths.com


We may request:


  • Order number
  • Photographs
  • Description of the issue


Claims must be made promptly after delivery.


Where a fault or fulfilment error is confirmed, we will work with you to provide an appropriate solution in accordance with UK consumer law.


6. Non-Returnable Items


The following items are non-returnable:


  • Opened hair products
  • Used or worn products
  • Installed extensions
  • Products with broken packaging or hygiene seals
  • Products damaged by misuse, improper care or chemical processing
  • Sale, clearance or promotional items (unless faulty, where required by law)


7. Return Process


To request a return, please contact:


info@hair-essluxurylengths.com


Please include:


  • Full name and email attached to your order
  • Order number
  • Reason for return


If approved, return instructions will be provided.


Items sent back without prior contact may not be accepted.


8. Refunds


Once your return has been received and inspected, we will notify you of the outcome.


If approved, refunds will be processed to the original payment method.


Please allow reasonable processing time for your bank or payment provider to complete the transaction. Refunds may take up to 14 working days to be processed.


Original delivery charges are generally non-refundable unless required by law or where we have made an error with your order.


9. Customer Responsibility


Customers are responsible for ensuring:


  • Products ordered are correct
  • Colour selections meet expectations
  • Products are suitable for their intended use
  • Proper installation and aftercare instructions are followed


Hair-Ess Luxury Lengths is not responsible for issues caused by incorrect fitting, excessive heat, colouring, chemical treatment, misuse or poor maintenance.


10. Your Consumer Rights


Nothing within this policy removes or limits your legal rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.


11. Contact Us


Hair-Ess Luxury Lengths

16 Waterside Park, Livingstone Road, Hessle, HU13 0EG


Email: info@hair-essluxurylengths.com

 

Warranty Claim Requirements


Where a customer submits a hair quality or longevity claim under our 12-Month Hair Guarantee, proof of purchase of Hair-Ess Luxury Lengths aftercare products may be required.


Claims are subject to inspection and testing to determine whether the product has been used and maintained in accordance with our care guidance.


Use of heat above 180°C, misuse, improper maintenance or failure to comply with warranty conditions may invalidate eligibility.