We want you to be happy with your HairXtensions order. If you've changed your mind, ordered the wrong colour or no longer need an item, eligible unused products can be returned under our 28-day returns policy.
Hair extensions and certain other products require additional care when being returned because of hygiene considerations. Please read the conditions below before opening, using or modifying your purchase.
If we've sent you an incorrect item, your order has arrived damaged or you believe a product may be faulty, please contact us before returning it so we can advise you on the correct next step.
Quick answer: Eligible unused products can be returned within 28 days of receiving your order. Hair extensions must remain unused and any hygiene/golden ribbon or seal supplied with the product must remain intact. Modified, worn or used hair cannot be accepted as a normal change-of-mind return.
Our 28-Day Returns Policy
HairXtensions offers a 28-day goodwill return period for eligible unused products. The 28 days begin from the date you receive your order.
To qualify for a standard change-of-mind return, the product should be unused, unmodified and returned with its original packaging, components and any hygiene seal or ribbon supplied with it.
Usually Returnable
- Unused items
- Products returned within the applicable return period
- Hair with hygiene/golden ribbon intact where supplied
- Unopened aftercare products
- Unused tools and accessories in returnable condition
Normally Not Returnable for Change of Mind
- Hair that has been worn or fitted
- Hair that has been washed or heat styled
- Hair that has been cut, coloured, toned or otherwise modified
- Bundles that have been split or tampered with
- Products with a required hygiene seal/ribbon removed
- Opened aftercare products
If you're unsure whether your item is still returnable, contact us before making any further changes to it.
Returning Hair Extensions
Please check the colour, length, method and product details carefully before using your extensions.
Where hair is supplied with a hygiene or golden ribbon, that ribbon should remain completely intact while you check the colour and suitability.
Do Not Remove the Hygiene Ribbon Until You're Happy
Once hair has been used, fitted or the relevant hygiene protection has been removed, we may be unable to accept it as a change-of-mind return because hair extensions are personal-use products and hygiene restrictions may apply.
Products should also not be cut, trimmed, dyed, toned, bleached, washed, heat styled, sewn, retaped, rebonded or otherwise altered before a change-of-mind return.
If you believe the hair is faulty rather than simply unsuitable, please see the separate faulty-products section below.
What if the Hair Colour Isn't Suitable?
If the shade isn't right, stop before fitting, wearing or modifying the extensions.
Keep the hair, bundles, packaging and any hygiene/golden ribbon intact and arrange a return or exchange within the applicable return period.
Please check the shade before removing hygiene protection. We cannot treat hair that has already been worn, fitted or altered as an unused colour return.
Returning Aftercare Products, Tools & Accessories
Aftercare Products
Shampoo, conditioner, treatments, sprays, serums and similar aftercare products should remain unopened, unused and in their original packaging for a change-of-mind return.
Tools & Accessories
Tools and accessories should remain unused and include the original packaging and supplied components wherever applicable.
Need an Exchange?
If you've ordered the wrong colour, length or product and the item remains eligible for return, please contact us to arrange an exchange.
Exchanges are subject to stock availability.
For customer-choice exchanges, such as changing colour or ordering the wrong item, you are responsible for the cost of returning the original product and the cost of sending the replacement item.
If we sent the wrong product, do not treat this as a normal customer-choice exchange. Contact us first and we'll advise you on the appropriate return and replacement process.
Faulty, Damaged, Missing or Incorrect Items
A faulty or incorrectly supplied item is handled separately from a normal change-of-mind return.
Possible Fault
Contact us as soon as you become aware of a potential fault. Please provide your order number and a clear description of the issue. Photographs or further information may be requested so we can understand the problem and advise you correctly.
Incorrect Product
If we've sent a different item from the one ordered, please contact us before using it. We'll explain how the incorrect item should be returned and arrange the appropriate replacement or resolution.
Damaged in Transit
Please tell us as quickly as possible if your parcel or product arrives visibly damaged so that we can investigate the delivery and resolve the issue.
Missing Item
If something is missing from your parcel, contact us with your order number and details of the missing product so we can investigate.
Faulty Goods Are Separate From Our 28-Day Goodwill Policy
Our standard 28-day change-of-mind policy does not remove or reduce your statutory consumer rights if goods are faulty, not as described or otherwise fail to meet legal requirements.
If you believe hair or another product may be faulty, please contact us before disposing of it or making unnecessary alterations. The product may need to be returned for inspection.
Who Pays the Return Postage?
Changed Your Mind?
For normal change-of-mind returns and customer-choice exchanges, the customer is responsible for the cost of returning the item to us.
Faulty or Incorrect Item?
Contact us before posting the item so we can advise you on the appropriate return method and any applicable return-postage arrangements.
We strongly recommend Royal Mail. Our returns address is a PO Box and some other couriers may not deliver to PO Box addresses. We also recommend using a tracked service and keeping your proof of postage until your return has been completed.
How to Return Your Order
Check the Item Is Eligible
Make sure the product is within the applicable return period and remains unused, unmodified and in returnable condition.
Complete the Returns Information
Use our online returns request form below, print our Returns Form, or include a note containing your name, address, order number and reason for return.
Pack the Product Carefully
Include all original items, packaging and components. Any applicable hygiene/golden ribbon should remain intact.
Send It to Our Returns Address
We recommend Royal Mail with tracking or another suitable service that accepts delivery to PO Box addresses.
Keep Your Proof of Postage
Keep your receipt and tracking information until the return has been received and completed.
Returns Form & Address Label
You can print our Returns Form and Returns Address Label using the buttons below.
Print Returns Form Print Returns LabelOur Returns Address
PO Box 557
Eastleigh
SO50 0GJ
Please do not send a return without including enough information for us to identify your order.
When Will I Receive My Refund?
Once a returned product has been received, it will be checked against the relevant return conditions.
Approved refunds are returned to the original payment method. After a refund has been issued, your bank or payment provider may require additional time before the funds appear in your account.
Where statutory cancellation rights apply, refunds are processed within the timescales required by UK consumer law.
If a returned product is found to have been used, altered or returned without required hygiene protection, it may not qualify for a change-of-mind refund.
Extended Festive Returns
For the November–December festive period, our current goodwill policy extends the normal 28-day return window to 42 days for eligible unused products.
The same product-condition and hygiene requirements continue to apply.
Your UK Consumer Rights
Our 28-day returns policy is a goodwill policy and sits alongside your statutory consumer rights.
For qualifying distance purchases, UK consumers normally have a legal cooling-off period in which they can notify the retailer that they wish to cancel. Certain sealed products that are unsuitable for return for health-protection or hygiene reasons can be exempt after being unsealed.
Separate legal rights also apply where goods are faulty, not as described or do not meet the requirements of the Consumer Rights Act 2015.
Nothing on this page is intended to limit your statutory rights.
Returns & Refunds – FAQs
How long do I have to return an item?
Our standard goodwill returns policy allows eligible unused products to be returned within 28 days of receiving the order. An extended 42-day period currently applies during our November–December festive period.
Can I return hair extensions if the colour is wrong?
Yes, provided the hair remains eligible for return. Do not fit, wear, wash, style or modify it, and keep any hygiene/golden ribbon intact.
Can I remove the hygiene ribbon to check the colour?
No. Where a hygiene or golden ribbon is supplied, leave it intact while checking the colour and suitability of the hair.
Can I return Clip-In extensions after trying them on?
For a normal change-of-mind return, Clip-In extensions should remain unused and any applicable hygiene protection must remain intact. Once worn or used, hygiene restrictions may prevent a return.
Can I return hair after cutting or colouring it?
Modified hair cannot normally be accepted as a change-of-mind return. This includes cutting, colouring, toning, bleaching or other permanent alteration.
Can I return opened shampoo or aftercare?
Opened or used aftercare products cannot normally be accepted as a change-of-mind return. They should remain unopened and in their original packaging.
Who pays for return postage?
The customer pays return postage for a normal change-of-mind return or customer-choice exchange. If you believe an item is faulty or we sent the wrong product, contact us before returning it.
Which courier should I use?
We recommend Royal Mail because our return address is a PO Box. Use a tracked service where possible and keep your proof of postage.
Can I exchange an item instead of receiving a refund?
Yes, where the product remains eligible and the required replacement is available. Contact us to arrange the exchange.
What if HairXtensions sent me the wrong item?
Contact us before using or returning it. We'll advise you on the appropriate return process and replacement or other resolution.
What if I think my hair extensions are faulty?
Contact us with your order number and details of the problem. We may request photographs, information about fitting and aftercare, or ask for the product to be returned for inspection. Fault claims are handled separately from normal change-of-mind returns.
Does the 28-day policy remove my legal rights?
No. The 28-day policy is our goodwill return policy. Your statutory consumer rights continue to apply separately where relevant.
Ready to Arrange Your Return?
Check that your product meets the return conditions above, then complete the online returns request form displayed below. If you need help before returning an item, please contact us.
Print Returns Form Contact Us