Terms of service
TERMS AND CONDITIONS
By accessing this website, placing an order, or using any of our services, you confirm that you have read, understood and agreed to be legally bound by these Terms and Conditions. If you do not agree, you must not use this website.
These Terms form a legally binding agreement between you and HAIRVIRGINITY LTD.
Nothing in these Terms excludes or restricts any statutory rights which cannot lawfully be excluded or restricted.
INTELLECTUAL PROPERTY
All content on this website, including but not limited to text, product descriptions, images, videos, branding, logos, graphics and design elements, is the property of HAIRVIRGINITY LTD or is used by us under licence and is protected under applicable intellectual property laws.
Any unauthorised copying, reproduction, modification, publication, distribution or commercial use is strictly prohibited and may result in legal action.
PRODUCT DISCLAIMER
HAIRVIRGINITY products are made using human hair. Due to the natural characteristics of raw human hair, products may vary in colour, texture, wave or curl pattern, strand characteristics and other natural features. These natural variations are inherent characteristics of raw human hair and do not, by themselves, constitute defects.
Product photographs and videos are intended to provide an accurate representation of our products. However, lighting, styling, screens, individual hair batches and the natural characteristics of human hair may result in reasonable variations between images and the product received.
We do not guarantee that a product will meet subjective expectations beyond the specifications and descriptions provided at the time of purchase.
Nothing in this section affects your statutory rights where goods are faulty, not as described or otherwise fail to conform to applicable consumer law.
ORDER ACCURACY AND CHANGES
Customers are responsible for carefully reviewing all product selections, specifications, quantities, delivery information and other order details before completing checkout. Once an order has been placed, it cannot be amended. This includes, but is not limited to, changes to:
- Length
- Texture
- Density
- Wig size
- Lace specification
- Colour
- Quantity
- Product type
- Delivery address
- Delivery method
- Any other product or order specification
Customers must therefore ensure that all selections and information are correct before submitting payment. If an incorrect delivery address has been entered, customers should contact us immediately. However, we cannot guarantee that an address can be changed once an order has been submitted or entered processing.
Where an order cannot safely be delivered because of incorrect information supplied by the customer, the provisions relating to failed and returned deliveries below will apply.
TERMS OF SALE
By placing an order, you confirm that:
- You have read and accepted these Terms
- You have reviewed and confirmed your product selections
- You understand the nature and specifications of the products purchased
- The information provided with your order is complete and accurate
- You are authorised to use the payment method provided
- You agree to pay all charges applicable to your order
Submission of an order does not require HAIRVIRGINITY LTD to accept or fulfil an order where there is a legitimate reason not to do so.
We reserve the right to cancel or refuse an order where reasonably necessary, including in circumstances involving suspected fraud, payment irregularities, obvious pricing or system errors, stock errors, misuse of promotions or circumstances in which we are unable to lawfully or reasonably fulfil the order.
Where HAIRVIRGINITY LTD cancels an order which has been paid for and the customer is not responsible for the cancellation, any refund due will be processed in accordance with applicable law.
MADE TO ORDER AND CUSTOM WIGS
Hairvirginity wig units and other selected pre-order items such as Clip-ins, Tape-ins, Ponytails, Microlinks and I-Tips are made to order following the specifications selected by the customer at the time of purchase.
Depending on the product, these specifications may include wig size, hair length, texture, density, weight, lace specification and other available construction or product options.
Production is undertaken based on the customer's confirmed selections. Customers are therefore responsible for ensuring that their selected sizing, length, texture, density and all other specifications are correct before completing their order. Once a custom order has been placed, the specifications cannot be changed.
Where a wig or other product is made to the customer's specifications or clearly personalised within the meaning of applicable consumer law, the statutory right to cancel applicable to standard distance-sale goods may not apply.
This does not affect the customer's statutory rights where a made-to-order or customised product is faulty, not as described or otherwise does not conform to the contract.
PRE ORDERS
A pre order is an order placed for a product that is not available for immediate dispatch and will be supplied within the processing timeframe stated or otherwise communicated at the time of purchase.
The fact that an item is sold on a pre order basis does not, by itself, remove statutory cancellation rights.
Where a pre order product is also made to the customer's specifications or clearly personalised, including a qualifying made-to-order wig, the applicable rules for customised or personalised goods will apply.
Customers should review the stated processing timeframe before ordering.
FRAUD AND CHARGEBACK POLICY
Customers must not knowingly submit false, misleading or fraudulent claims, payment disputes or chargebacks.
Where a payment dispute or chargeback is initiated, HAIRVIRGINITY LTD reserves the right to submit relevant evidence to the payment provider, card issuer, bank, court or other appropriate body.
This may include order records, IP and device information lawfully collected, checkout information, timestamps, policy acceptance records, customer correspondence, photographs, fulfilment information, tracking records, delivery evidence and courier information.
Where permitted by law, HAIRVIRGINITY LTD reserves the right to recover losses and reasonable costs arising from fraudulent activity or knowingly false claims and to restrict or refuse future purchases.
Nothing in this section prevents a customer from legitimately exercising any statutory right or raising a genuine payment dispute.
PRICING AND PAYMENT ERRORS
Prices are displayed in the applicable currency and include VAT where required.
We take reasonable care to ensure that prices and product information are accurate.
Occasionally, a pricing, technical, promotional, stock or system error may occur.
Where an obvious error has occurred, HAIRVIRGINITY LTD may decline or cancel the affected order where legally permitted.
If payment has already been taken for an order that we subsequently cancel, the amount due will be refunded using the appropriate payment method.
PROMOTIONS, DISCOUNT CODES AND COMPLIMENTARY ITEMS
Promotional offers, discount codes and campaign incentives are subject to any additional terms stated with the relevant promotion. Unless expressly stated otherwise:
- Only one discount code may be used per order
- Discount codes cannot be exchanged for cash
- Discounts cannot be retrospectively applied to previously placed orders\
- Promotional offers may be limited by date, product, customer, stock or availability
- Promotional codes may not be transferred, reproduced, sold or misused
HAIRVIRGINITY LTD reserves the right to withdraw, suspend or correct a promotion where reasonably necessary due to an error, misuse, fraud, technical problem or other legitimate reason. This does not affect orders already validly accepted where the promotion must legally be honoured.
Complimentary gifts and promotional products supplied as part of a qualifying purchase must be returned where the qualifying order is returned in full and the customer's entitlement to the gift no longer exists.
Where legally permitted, if a complimentary item is not returned, HAIRVIRGINITY LTD may deduct its clearly stated retail value from any discretionary refund or other amount. Where only part of an order is returned, promotional eligibility may be recalculated where the promotion expressly depended upon a minimum spend, quantity or other qualifying condition. Nothing in this section permits deductions from statutory refunds where such deductions would be prohibited by law.
GIFT CARDS, STORE CREDIT AND LOYALTY REWARDS
Gift cards, promotional credit, store credit and loyalty rewards are subject to any specific terms communicated when they are issued.
Store credit and loyalty points are not redeemable for cash except where required by law.
Promotional points and rewards may be subject to expiry dates or campaign-specific conditions where these have been clearly communicated.
Where an order is refunded, cancelled or reversed, any loyalty points or rewards earned as a result of that transaction may be removed or adjusted.
Where points or rewards have already been redeemed against a transaction which is subsequently refunded, reasonable adjustments may be made to the customer's rewards balance.
TAXES, DUTIES AND INTERNATIONAL ORDERS
Customers ordering internationally are responsible for any customs duties, import VAT, taxes, clearance charges, handling charges or other fees imposed by the destination country, customs authority or courier.
These charges are not controlled by HAIRVIRGINITY LTD and are not included in the product price unless expressly stated otherwise.
Customers are responsible for determining whether additional import charges apply before placing an international order.
Failure or refusal to pay customs duties, taxes or import charges does not automatically entitle the customer to a refund.
DELIVERY
Processing begins shortly after an order is placed. All delivery timeframes are estimates unless expressly stated otherwise. Processing time and delivery time are separate; a stated processing period refers to the time required to prepare an order before dispatch and does not represent the courier's transit time.
We do not accept military addresses, BFPO addresses or PO Box addresses. Orders submitted using unsupported addresses may be cancelled.
Customers are responsible for providing a complete and accurate delivery address and for accepting delivery of their order. For international orders, customers are also responsible for completing customs clearance and paying all applicable customs duties, import VAT, taxes and other charges imposed by customs authorities or couriers.
Where a delivery fails, is redirected or returned due to an incorrect or incomplete address, refusal, non-collection, failure to complete customs clearance, failure to pay applicable import charges or any other circumstance attributable to the customer, the customer will be responsible for the reasonable costs incurred by HAIRVIRGINITY LTD, to the extent permitted by law.
This includes return shipping and return to sender fees and, for international orders, any customs duties, import taxes, import return charges, clearance fees, handling or administration charges and other courier or customs costs incurred as a result of the return. These charges are imposed by third parties and are outside of our control. HAIRVIRGINITY LTD will not absorb these costs.
Where a refund is legally due or otherwise agreed, any such costs actually billed to or incurred by HAIRVIRGINITY LTD will be deducted from the refund where permitted by applicable law.
Refusing delivery, failing to collect an order or refusing to pay customs or import charges does not constitute cancellation of the contract or automatically create an entitlement to a refund. Refusal also does not guarantee that a shipment will be returned to HAIRVIRGINITY LTD. Depending on the courier or customs authority, a refused or unclaimed shipment may be abandoned, disposed of or destroyed rather than returned. HAIRVIRGINITY LTD has no control over this process and cannot guarantee a refund where the shipment is not returned to us, subject to the customer's statutory rights.
Where a parcel is returned and the customer requests redispatch, all applicable courier and reshipping costs arising from the failed delivery must be paid before the order is dispatched again, where permitted by law. Any new delivery address must be confirmed before redispatch.
Where a customer directly instructs or authorises a courier to leave an order in a nominated safe place, with a neighbour, at a collection point or with another nominated recipient, the customer is responsible for ensuring that the nominated location or recipient is suitable. Responsibility for the parcel will be determined in accordance with applicable law and the delivery instructions authorised by the customer.
Where applicable, HAIRVIRGINITY LTD may retain evidence of courier, customs and other charges incurred in connection with a failed or returned shipment.
Nothing in these Terms affects any statutory rights relating to delivery.
RETURNS AND REFUNDS
Your return and cancellation rights depend on the type of product purchased and the reason for return. For eligible standard goods purchased online, consumers may have a statutory right to cancel the contract within the applicable cancellation period. Where the statutory cancellation right applies, customers generally have 14 days after receiving the goods to notify us of their decision to cancel and a further 14 days to return the goods.
Different rules apply to goods made to the customer's specifications, clearly personalised goods and certain sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed. Where a statutory cancellation right applies, refunds will be processed in accordance with applicable consumer law.
Customers should use our authorised returns process before sending a product back so that the return can be correctly identified and processed.
Where a product is eligible for a change of mind return, it must be returned in an appropriate condition. Customers should retain all original packaging, seals, ties and accessories.
Where permitted by law, HAIRVIRGINITY LTD may make a deduction for diminished value where the customer has handled the goods beyond what is necessary to establish their nature, characteristics and functioning. Handling beyond what would reasonably be permitted when examining a comparable product in a shop may result in diminished value.
Products that have been installed, worn, cut, coloured, bleached, chemically processed, glued, altered or otherwise materially changed may have substantially diminished value and may no longer be capable of resale.
Certain products may be supplied with security seals or ties. Where goods are sealed for use, health protection or hygiene reasons and are not suitable for return once broken, the statutory cancellation right may cease once the applicable seal has been broken or removed, where the legal hygiene exception applies. Customers should therefore inspect all visible product details before removing any applicable hygiene seal.
Nothing in these Terms restricts the customer's statutory rights where goods are faulty, not as described, of unsatisfactory quality or otherwise fail to conform to the contract. If a customer believes that a product is defective, they should contact HAIRVIRGINITY LTD as soon as reasonably possible after discovering the issue.
Where reasonably possible, customers should stop using or further altering a product once a suspected fault becomes apparent, as continued use or alteration may make it more difficult to determine the nature and cause of the issue.
We may request reasonable information relevant to the reported issue, including photographs, videos, details of products used, maintenance information, installation information and details of any chemical or heat treatment applied. We may also require the product to be returned for inspection where reasonably necessary to investigate the reported fault. Any inspection will consider the nature of the product, the alleged fault, its condition, treatment and any other relevant circumstances.
The requirement to provide reasonable evidence or permit inspection does not remove any statutory rights. Where a product is confirmed to be faulty or otherwise fails to conform to the contract, the customer will be entitled to the remedies required by applicable consumer law.
All returned products are subject to inspection. Inspection may include examination of the hair, lace, construction, seals, packaging and any signs of installation, cutting, colouring, chemical treatment, product use or other alteration. Inspection may also take account of information supplied by the customer regarding the product's use, maintenance and treatment. An inspection does not, by itself, determine or remove a customer's statutory rights.
Where a statutory refund is due, it will be processed in accordance with applicable consumer law. Where the statutory cancellation right applies, any refund of the original standard delivery charge and any permitted deductions will be dealt with in accordance with applicable law. Any deduction for diminished value will only be made where legally permitted. We will not impose a payment processing fee on a refund where doing so would be prohibited by applicable law.
Where HAIRVIRGINITY LTD voluntarily accepts a return outside the customer's statutory rights, the terms of that discretionary return, including any applicable administrative costs, will be communicated to the customer. Where a refund relates to a refused, unclaimed or returned parcel, the REFUSED, UNCLAIMED AND RETURNED PARCELS section will apply.
HAIR CARE, COLOURING AND CHEMICAL PROCESSING
Human hair requires appropriate care and maintenance. The condition, appearance and lifespan of hair can be affected by washing methods, products, heat, colouring, bleaching, toning, chemical treatments, installation, styling, environmental conditions and ongoing maintenance.
Customers are responsible for following appropriate care guidance and for ensuring that any products or treatments used are suitable for human hair.
Colouring, bleaching, toning and chemical processing can alter the structure, condition, texture, curl pattern and lifespan of human hair. Results from colouring or chemical processing cannot be guaranteed because they depend upon numerous factors outside the control of HAIRVIRGINITY LTD, including the products used, formulation, technique, processing time and previous treatment. Customers undertake colouring, bleaching, toning and chemical processing at their own discretion.
HAIRVIRGINITY LTD is not responsible for damage caused by inappropriate care, excessive heat, incorrect products, incorrect installation, misuse, negligent treatment or unsuitable chemical processing.
Nothing in this section excludes liability for a fault that was inherent in the product at the time it was supplied or otherwise removes statutory rights.
LIMITATION OF LIABILITY
To the fullest extent permitted by law, HAIRVIRGINITY LTD shall not be liable for:
- Any indirect or consequential loss
- Loss of profit, revenue or business
- Delays caused by third parties
- Loss or damage occurring after confirmed delivery
Our total liability shall not exceed the value of the order placed. Unless expressly stated otherwise, hairdressers, wig installers, colourists, stylists, makeup artists and other third party professionals who handle or work with Hairvirginity products operate independently of HAIRVIRGINITY LTD.
HAIRVIRGINITY LTD is not responsible for the acts, omissions, workmanship or services of independent third parties.
This includes damage resulting from incorrect installation, cutting, colouring, bleaching, chemical processing, adhesives, excessive heat or other treatment performed by a third party.
Where HAIRVIRGINITY LTD has directly contracted to provide a service, our responsibilities in relation to that service will be determined by the applicable contract and consumer law.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so. In particular, nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or restricted.
Nothing in these Terms excludes or restricts a consumer's statutory rights in relation to goods which are faulty, not as described, not of satisfactory quality or otherwise fail to conform to the contract.
Subject to those protections and to the fullest extent permitted by law, HAIRVIRGINITY LTD will not be responsible for indirect or consequential losses that were not reasonably foreseeable when the contract was entered into.
Where a customer is acting as a consumer, HAIRVIRGINITY LTD is not responsible for business losses including loss of profit, revenue, business or commercial opportunity.
Different liability provisions may apply to Business Customers under separately agreed commercial terms.
WEBSITE AVAILABILITY
We aim to keep our website and services available and accurate but cannot guarantee uninterrupted or error-free access.
We may temporarily restrict website access for maintenance, security, technical or operational reasons.
We are not responsible for temporary website interruptions outside our reasonable control, subject always to any liability which cannot lawfully be excluded.
EVENTS OUTSIDE OUR REASONABLE CONTROL
HAIRVIRGINITY LTD will not be responsible for delay or failure caused by circumstances genuinely outside our reasonable control to the extent permitted by law.
Such circumstances may include severe weather, natural disasters, transport disruption, customs disruption, industrial action affecting third parties, government action, widespread telecommunications or technology failures, civil emergencies or significant courier disruption.
Where such an event occurs, we will take reasonable steps to minimise its effect and resume performance as soon as reasonably practicable.
Nothing in this section removes any right a consumer has under applicable law where an order is not ultimately supplied.
USER CONTENT
Where you voluntarily submit photographs, videos, reviews or other content to HAIRVIRGINITY LTD for publication, promotional use or in connection with a campaign, you confirm that you have the right to provide that content.
Where you have expressly agreed to promotional use, you grant HAIRVIRGINITY LTD a non-exclusive, worldwide, royalty-free licence to reproduce, display and use that content for the purposes communicated to you.
This does not affect your rights under applicable data protection law.
PROHIBITED USE
You must not misuse this website or our services. Prohibited conduct includes:
- Knowingly submitting false or fraudulent claims
- Attempting unauthorised access to our systems
- Interfering with the operation or security of the website
- Using automated systems in a manner that materially disrupts our services
- Misusing promotional codes or customer accounts
- Impersonating another person
- Using Hairvirginity intellectual property without authorisation
- Engaging in conduct which breaches applicable law
We reserve the right to restrict access, refuse future transactions or take appropriate legal action where reasonably necessary in response to serious misuse, fraud or unlawful activity.
THIRD PARTY SERVICES
Our website, payment systems, delivery services or other services may involve third party providers.
HAIRVIRGINITY LTD is not responsible for independent third party websites or services merely because they are linked from or accessible through our website.
This does not exclude any responsibility HAIRVIRGINITY LTD has for third parties we use to perform our own contractual obligations where that responsibility cannot lawfully be excluded.
BUSINESS CUSTOMERS
A consumer is an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
Where products are purchased wholly or mainly for business purposes, the purchaser will be treated as a Business Customer to the extent permitted by law.
Consumer-specific statutory rights referred to in these Terms apply only where the purchaser qualifies as a consumer.
Business Customers may be subject to additional or separate commercial terms agreed with HAIRVIRGINITY LTD.
PRIVACY AND PERSONAL DATA
Personal information is processed in accordance with our Privacy Policy and applicable data protection law.
Information reasonably required to process orders, prevent fraud, investigate disputes, deliver products and provide customer service may be shared with relevant service providers such as payment processors and couriers in accordance with applicable law and our Privacy Policy.
COMPLAINTS
If you have a complaint regarding an order or product, please contact HAIRVIRGINITY LTD using the contact details provided on our website.
Customers should provide sufficient information for us to identify the relevant order and investigate the matter. We may request reasonable supporting information or return of the product where necessary to properly investigate a complaint.
We aim to investigate complaints fairly and within a reasonable period having regard to the nature of the issue.
CHANGES TO THESE TERMS
We may update these Terms from time to time. Any changes will apply to future transactions from the effective date of the updated Terms.
The Terms applicable to an order will ordinarily be those in force when that order was placed. We will not retrospectively impose materially different contractual terms on an existing order merely because these Terms are subsequently updated.
NO WAIVER
If HAIRVIRGINITY LTD does not immediately enforce a right or provision under these Terms, this does not mean that we have waived that right. Any waiver relating to one particular matter does not constitute a waiver in relation to any subsequent matter.
GOVERNING LAW
These Terms are governed by the laws of England and Wales.
If you are a consumer, nothing in this section deprives you of any mandatory protections or rights to bring proceedings which apply to you under applicable law.
Subject to any rights which consumers cannot lawfully be required to waive, disputes relating to these Terms shall be subject to the jurisdiction of the courts of England and Wales.