Return Policy

RETURNS AND REFUNDS
INFORMATION

THANKS TO OUR NEW USER FRIENDLY RETURNS PAGE, IT'S NOW AS EASY AS 1 , 2 , 3 TO RETURN AT ITEM(S)

Fast delivery

USE OUR ONLINE RETURNS PORTAL FOR EASY RETURNS

14-days return

FROM YOUR RECEIPT OF PURCHASE

Online support

CONTACT US VIA OUR ONLINE CHAT

FAQ

1. OUR RETURNS POLICY

1. OUR RETURNS POLICY

If you are a customer in the European Economic Area (EEA), you get 14 calendar days to return your order because you have changed your mind. This two week return period starts from the day of reciept purchase, all of the items in your order. Find out how to return your item(s) at number 4.

If you receive faulty goods, you may also have a right to return these goods and to ask us to replace them or get a refund.

2. FAULTY GOODS

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' form, or you can reach us via private message on Facebook or on Twitter.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

  • -Your name
  • -Order number
  • -Product name
  • -Picture of the fault
  • -Description of the fault

(The product name and code can be found on your order confirmation email).

If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you recieve a reply as you won’t be able to attach the image on the form just yet

3. CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS

If you’re a customer in the EEA, you get 24hrs to cancel your contract with us

This 24hours period starts from the day you place your order . You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to cancel your item(s).

There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

Email us: sales@hair4uonline.co.uk

Call us : 01268833461

 

If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using   You`ll then receive a full refund as per the policy set out HERE.

Please note, we cannot offer refunds on if the hygiene seal is not in place or has been broken.

All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

4. UK CUSTOMERS ONLY - HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?

Hair4UOnline UK returns are free and easy!

1. Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached.

2. Cover your original address label with the sticky Hair4UOnline returns label link can be found in your hair4uonline account.

3. Return your package via the instructed Post Office, remembering to get proof of postage. Please don’t post your package through the post box without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.

Need a new label? Download the UK returns label form and remember to add your order number – you’ll find this in the Order History section on the My Account page.

Alternatively, you can click the link below to start your return and follow these steps:

1. Select your item(s) you wish to return from your order history

2. Choose your return option by selecting from one of our trusted carriers (including Collect+).

3. Print your returns label

4. Prepare your parcel – Using the original Hair4UOnline packaging, fix your downloaded returns label securely onto the outside of your parcel

5. Send off your Return Parcel

Click here to start your return

Please note: Free returns are only available via the returns portal link. Returns sent using any other method are at the customers own cost and liability.

5. INTERNATIONAL RETURNS - HOW DO I RETURN AN ITEM OUTSIDE THE UK?

Please follow the process below for returning your parcel to us.

1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.

2. Cover your address label with the Hair4UOnline returns label found on your confirmation email

3. Return the package by using your local Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.

4. Keep your certificate of postage safe as you will need this as your proof of return. There is a returns label included in your parcel. If you have misplaced this label, you can download a new one below. Remember to add your order number if you download a new returns label. This can be found in Order History in 'My Account‘

EUROPEAN ECONOMIC  AREA (EEA) +

Simply return your items to the following address within 14 days of the date on your dispatch note. Please note, that returns will be made at your own cost.

RETURNS ADDRESS:

Kemp House

160 city road

London

EC1V 2NX

Please note that unless products are faulty, we will be entitled to recover any direct costs of having to recover the products from you. In such an occurrence we may set such costs against the amount re-credited to you in the refund.

REST OF THE WORLD +

We're sorry, but we are unable to offer a free returns service to our overseas customers. Returns must be made within 14 days of the date on your dispatch note at your own cost. Please return to the following address:

 

RETURNS ADDRESS:

Kemp House

160 city road

London

EC1V 2NX

Please note that unless products are faulty, we will be entitled to recover any direct costs of having to recover the products from you. In such an occurrence we may set such costs against the amount re-credited to you in the refund.

 

7. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer). If you paid for your order with a gift voucher or store credit, this will be credited back to your Hair4UOnline account.

We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

8. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the 'How do I return?' section and reorder for a replacement.

REFUND POLICY

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.Additional non-returnable items: Gift cards Downloadable software products Some health and personal care itemsTo complete your return, we require a receipt or proof of purchase.

Return form to be completed Please do not send your purchase back to the manufacturer.There are certain situations where only partial refunds are granted (if applicable)The hair has signs of useany packaging that has been openedAny item not in its original condition, is damaged or missing parts for reasons not due to our error Any item that is returned more than 14 days after delivery Refunds (if applicable)Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Late or missing refunds (if applicable)If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted.Next contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at info@hair4uonline.co.uk Sale items (if applicable)Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Exchanges (if applicable)We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@hair4uonline.co.uk and send your item to: Kemp House,160 city Road, London,EC1V 2NX GB. Gifts: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and find out about your return.

  +44 (01273) 036654

  info@hair4uonline.co.uk

 160, kEMP HOUSE , LONDON