These Terms of Service explain the terms that apply when you browse, purchase from or otherwise use HairXtensions.co.uk.
Please read these Terms before placing an order. By placing an order with us, you agree to these Terms together with any other policies or product conditions that apply to your purchase.
Important: our 28-day Returns Policy is an additional goodwill policy for eligible products. It does not replace, restrict or remove any statutory consumer rights you may have where goods are faulty, damaged, not as described or otherwise fail to meet legal requirements.
HairXtensions.co.uk is an online retailer of human hair extensions, hair-extension tools, accessories, aftercare products and related items.
In these Terms, references to "HairXtensions", "we", "us" and "our" refer to the retailer operating HairXtensions.co.uk. References to "you" and "your" mean the person using our website or purchasing from us.
These Terms principally cover purchases made through HairXtensions.co.uk. Additional terms may apply to wholesale, promotional or other specialist transactions where expressly stated.
References to statutory consumer rights apply where you are purchasing wholly or mainly outside your trade, business, craft or profession. Different rules can apply to purchases made primarily for business purposes.
Please check your order carefully before submitting it, including the product, hair-extension method, colour, length, weight, quantity, delivery address and email address.
After you place an order, you will normally receive an automated order confirmation. This confirms that we have received your order but does not necessarily mean that the order has been accepted for dispatch.
Our acceptance of your order normally takes place when we confirm that your order has been dispatched.
We may be unable to accept an order where, for example:
If payment has already been taken for an order that we cannot accept, the appropriate amount will be refunded.
We take reasonable care to describe our products accurately. Product photographs, colours, dimensions, weights and descriptions are provided to help you choose the appropriate item.
Human hair is a natural material and individual strands can vary. Hair extensions may also contain shorter strands as part of their normal construction and processing.
Minor variations that are normal for the type of product do not necessarily mean that the product is faulty. This does not affect your rights where a product does not match its description or otherwise fails to meet the standards required by law.
Hair-extension colours can appear differently depending on lighting, screens, monitors and surrounding tones. Small shade variations can also occur between manufacturing batches.
Before fitting or modifying your extensions, we recommend comparing the colour in natural daylight and using our Colour Chart and Colour Match Guarantee where appropriate.
If a colour is unsuitable, do not fit, wash, cut, colour, tone or otherwise alter the product. Keep any hygiene ribbon or seal intact where supplied and follow our Returns Policy.
Nothing in this section removes your legal rights where goods are materially different from their description.
Semi-permanent hair-extension methods require suitable knowledge, correct sectioning, placement, tension, tools, fitting, maintenance and removal.
Nail-Tip, Stick-Tip, Nano-Tip, Micro-Loop, Tape-In and professionally installed Hair Wefts should be fitted and removed by a suitably trained or experienced person unless the individual product instructions expressly state otherwise.
Removable products such as Clip-In Sets, Clip-In Ponytails and Clip-In Fringes are designed to be applied and removed by the wearer when used in accordance with the relevant instructions.
Fitting & Removal Guides AftercareHair extensions require appropriate care. Their condition and usable life can be affected by fitting, maintenance, washing, brushing, heat, sleeping habits, environmental exposure and the products used on them.
We do not recommend colouring, bleaching, toning or using colour-modifying shampoos on our hair extensions. Chemical alteration can change the condition, colour, texture and integrity of both the hair and attachment systems.
Damage caused after delivery by inappropriate use, incorrect fitting or removal, excessive heat, chemical alteration, avoidable matting, unsuitable products or other misuse is not in itself evidence of an inherent product fault.
Modifying a product can affect eligibility for a normal change-of-mind return. It does not remove statutory rights relating to a fault that was present when the product was supplied, although alteration can be relevant when establishing the cause of a reported problem.
Adhesives, removers, keratin products, aftercare products and other cosmetic or hair-extension products can contain ingredients to which some people may be sensitive.
Follow all product instructions, warnings and any patch-testing guidance supplied with the relevant product. If irritation or an unexpected reaction occurs, stop using the product and seek appropriate professional advice where necessary.
Product prices shown on our website include applicable VAT where appropriate. Delivery charges and any other applicable charges are shown separately before you complete checkout.
We may change prices from time to time. A price change will not normally affect an order that we have already accepted.
Payment methods available to you are displayed during checkout and may include supported credit and debit cards, PayPal, digital wallets and other available payment services.
Some payment options, instalment products or pay-later services are provided by third parties and remain subject to that provider's own eligibility checks, terms and conditions.
Our current delivery services, dispatch information, estimated delivery periods, Special Delivery options and international-delivery guidance are set out on our Delivery Information page.
Our normal dispatch days are Monday to Friday, excluding Bank Holidays and announced closure periods. Our normal same-working-day dispatch deadline is 3pm where stated on the website.
Standard delivery periods are estimates unless the particular delivery service expressly provides a guarantee.
For consumer purchases, responsibility for goods during delivery remains governed by applicable consumer law. Our use of a postal or courier service does not remove the rights you have against us as the retailer.
Please provide a complete and accurate delivery address. If you discover an error, contact us immediately. We may be unable to amend an address once an order has entered dispatch processing or has been handed to the carrier.
Delivery InformationIf you wish to cancel or change an order before dispatch, contact us as quickly as possible. We prepare orders rapidly, so we cannot guarantee that a change or cancellation can be made once processing has begun.
Where the statutory distance-selling cancellation right applies, a UK consumer normally has 14 days after receiving the goods in which to tell us that they wish to cancel the contract without giving a reason.
After notifying us of a qualifying statutory cancellation, the goods should be returned without undue delay and within the period required by applicable law.
Statutory cancellation rights contain exceptions. In particular, where sealed goods are not suitable for return for health-protection or hygiene reasons, the statutory cancellation right can cease after delivery if the goods are unsealed and the legal hygiene exception applies to that product.
These statutory cancellation rights sit alongside our separate 28-day goodwill Returns Policy.
In addition to statutory rights, HairXtensions offers a 28-day goodwill return period for eligible unused products, subject to the conditions set out in our Returns Policy.
For a normal change-of-mind return, products should remain unused, unmodified and in returnable condition with the original packaging and any hygiene ribbon or seal intact where supplied.
Products that have been fitted, worn, washed, cut, coloured, toned, bleached, heat styled, rebonded, retaped or otherwise materially altered will normally not qualify for a goodwill change-of-mind return.
Hygiene requirements apply to personal-use products where relevant. Removing a required hygiene ribbon or seal can affect eligibility for a change-of-mind return. This does not remove rights relating to goods that are faulty or otherwise do not conform to the contract.
For a normal goodwill change-of-mind return or customer-choice exchange, you are generally responsible for the cost of returning the item to us.
Where an item is faulty or incorrectly supplied, contact us before returning it so we can advise you about the appropriate return method and applicable postage arrangements.
Refunds will be made to the original payment method where reasonably possible and within the periods required by applicable law.
Our 28-day goodwill Returns Policy is not a 28-day limit on faulty-goods rights.
Consumer goods must meet the standards required by applicable law, including requirements relating to satisfactory quality, fitness for purpose and matching their description.
Depending on the circumstances, UK consumer law can provide:
If you believe a product is faulty, contact us with your order number and details of the issue. We may reasonably ask for photographs, information about fitting and aftercare, or for the product to be returned so the reported issue can be assessed.
Any inspection or investigation process is intended to establish the nature and cause of the issue. It does not remove or reduce rights that you have under applicable consumer law.
Read our Faulty Goods & Returns informationIf your parcel arrives damaged, an item is missing or we have supplied a different product from the one ordered, please contact us promptly so we can investigate and arrange an appropriate resolution.
For transit damage, please retain the packaging, delivery label and affected products and provide clear photographs where possible.
We may need information from the delivery carrier as part of an investigation, but your rights against us are not conditional upon the carrier compensating us first.
A parcel may be returned to us if delivery cannot be completed, the recipient does not collect it, an incorrect or incomplete address was provided, or the carrier cannot otherwise deliver it.
If a parcel is returned to us, please contact us. Where redelivery is requested and the failed delivery was not caused by us, an additional reasonable delivery charge may apply.
Any refund due will be handled in accordance with the circumstances, these Terms and your applicable legal rights.
We offer delivery to a range of destinations outside the United Kingdom where shown during checkout.
International orders may be subject to customs clearance, import VAT, duties or other local charges imposed by the destination country. Unless otherwise required by law, these charges are normally the responsibility of the recipient and are not included in our delivery charge.
Customs processes can also affect estimated delivery times.
Nothing in these Terms is intended to exclude mandatory consumer rights that apply to you under the law of your country and which cannot lawfully be excluded by contract.
If you voluntarily upload or send photographs, reviews or other content to HairXtensions for publication, you confirm that you have the necessary rights and permissions to provide that material.
Where another person appears in a photograph, including a salon client, you are responsible for ensuring that you have their appropriate permission to submit the image for the intended use.
By expressly submitting content for promotional publication, you grant us non-exclusive permission to display and reproduce that content on our website and relevant HairXtensions social-media channels for the purpose for which it was submitted.
If you later want us to stop using submitted content in future digital publications, contact us and we will review the request.
The HairXtensions website, branding, original text, graphics, photographs and other original content are protected by applicable intellectual-property laws.
You may use the website for normal personal shopping and information purposes. You must not reproduce, republish, commercially exploit or systematically copy our protected content without permission, except where permitted by law.
Links to third-party websites are provided for convenience where appropriate. Third-party websites operate under their own terms, policies and controls.
We process personal information in connection with orders, payments, delivery, customer service, website operation and other purposes described in our Privacy Policy.
We use Shopify and other service providers to operate our online store, process payments, fulfil orders and provide related services.
Privacy PolicyNothing in these Terms excludes or limits liability where doing so would be unlawful, including liability that cannot legally be excluded or restricted.
If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
We are not responsible for losses that were not reasonably foreseeable when the contract was formed.
If you purchase products as a consumer, we supply them for private use. We are not responsible under a consumer contract for business losses such as loss of profits, revenue, business opportunity or commercial goodwill.
HairXtensions is not responsible for damage caused by a customer's or third party's improper fitting, removal, modification, chemical treatment or misuse of a product where the product itself was not defective.
Occasionally circumstances outside our reasonable control can affect website availability, stock, processing or delivery. Examples can include severe weather, transport disruption, postal disruption, technical failures, customs delays or other exceptional events.
We will take reasonable steps to minimise disruption and meet our legal obligations. Nothing in this section removes any rights or remedies that applicable law gives you.
We may update these Terms from time to time to reflect changes to our services, business practices or applicable legal requirements.
The Terms applying to an order will normally be the version in effect when the relevant contract was formed. Updating the website does not retrospectively remove rights that have already arisen.
These Terms and contracts made through HairXtensions.co.uk are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.
If you are a consumer living in another part of the United Kingdom or another country, you may also have mandatory rights and access to courts available to you under applicable law which these Terms do not remove.
If you have a complaint, please contact us first so that we have the opportunity to investigate and try to resolve the matter.
If you have any questions about these Terms, an order, delivery, a return or one of our policies, please contact the HairXtensions customer service team.
Please follow the instructions on our Returns & Exchanges page before sending an item back to us.
Contact Us Returns & Exchanges
