Refund policy

Click HERE to submit a return request

We exercise a strict quality process to ensure that you receive the best quality items. There are no refunds on items which have not been returned to our specified returns address (different from our mailing address) and not without an initial assessment.

  • Items must be returned within 14 days of delivery
  • Unauthorised returns will be refused or disposed
  • Custom/ pre-order items are non-refundable
  • Item(s) must be unused in pristine condition with the curl pattern undisturbed / distressed. Ties/ clips must not be untied or cut
  • All returns shipping and handling costs will be the customers responsibility therefore we suggest sending via a courier which provides full tracking and delivery confirmation
  • If returning from outside of the UK it is important that you classify your parcel as a "return" to avoid import fees as we will not be liable for any fees raised. 
  • All orders must be received first before an a return can be processed. A return should take no longer than 7-10 working days to be processed back with us and refunded to your account. This includes review times with our warehouse and processing times with your chosen payment method

ORDER CANCELLATIONS

Orders are processed immediately to ensure we can deliver to you as soon as possible. For this reason, orders cannot be cancelled/ modified once placed.

Unauthorised returns/ international return to sender actions will be refused or subject to a return fee of 15% plus original shipping label fees.

REFUNDS / STORE CREDIT

Refunds are processed back to your original payment method (subjected to a non-refundable payment processing fee of 4%-15% as these fees are also not refunded back to us from your chosen payment processor selected at checkout) or store credit (to the full value amount). Please note that postage fees will also be deducted before a refund is authorised and store credit orders will be subject to a new shipping cost. On the rare occasion that you are unhappy due to an issue with your order, please get in touch via email where we will be sure to provide a resolution as soon as possible.‏‏

HOW TO RETURN

Please find attached a link to our streamlined returns portal where you’ll be able to book in your return request as per your preference. We’ll be sure to approve and process your return as soon as possible for you.

Submit a return request: https://account.hairvirginity.com