Terms of service

1. General Terms

1.1 These terms and conditions govern all purchases made through our online store and physical retail location.

1.2 By placing an order with us, you acknowledge that you have read, understood, and agreed to these terms and conditions.

1.3 Nothing in these terms affects your statutory rights under UK law.

2. Product Use Policy

2.1 All our hair products are strictly intended for personal use. Due to hygiene and safety regulations, we cannot accept returns, exchanges, or issue refunds for any product that has been used, altered, or applied.

2.2 A product will be deemed used if:

  • It has been removed from its original sealed packaging.

  • It has been styled, cut, dyed, washed, or otherwise modified.

  • It has been installed, worn, or used in the creation of a wig.

3. Returns and Exchanges

3.1 You may request a return or exchange for unused and unopened products within 14 calendar days of purchase, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3.2 To be eligible for a return or exchange, the following conditions must be met:

  • The product must remain unused and in its original condition, with all packaging intact.

  • Proof of purchase (e.g., order confirmation or receipt) must be provided.

3.3 We will not accept returns or exchanges for products that have been used, altered, or damaged after delivery.

3.4 Customers are responsible for the cost of return shipping, unless the item is confirmed to be faulty or incorrect due to our error.

3.5 We recommend using a trackable shipping method. We are not responsible for returned items lost in transit.

4. Refund Policy

4.1 Refunds will be issued under the following circumstances:

  • The product is faulty or defective at the time of delivery.

  • The product is returned in line with clause 3.1 (unused and within the 14-day return window).

4.2 Faulty products must be reported within 14 days of purchase to be eligible for a full refund. Beyond this period, we may offer a repair, replacement, or partial refund at our discretion, in accordance with your legal rights.

4.3 Refunds will not be issued for:

  • Products that have been used, installed, or modified.

  • Items damaged due to misuse, mishandling, or improper care.

5. Inspection and Notification

5.1 Customers must inspect their order immediately upon receipt and notify us of any issues, defects, or discrepancies within 14 days.


5.2 If you fail to notify us within this period, we may be unable to process a return or issue a refund.

6. Customer Responsibilities

6.1 Customers are responsible for ensuring they select the correct product before completing their purchase. Refunds or exchanges are not permitted for incorrectly purchased items that have been opened or used.

6.2 Customers must follow all provided care instructions to preserve the quality and lifespan of their hair products.

7. Limitation of Liability

7.1 We will not be held liable for damage resulting from:

  • Improper or negligent use or care of the product.

  • Use of the product in a manner inconsistent with its intended purpose (e.g., excessive heat styling or unsuitable dyeing methods).

7.2 Natural variations in colour, texture, or appearance of hair products are normal and not considered defects.

8. Online Sales Specific Terms

8.1 Customers purchasing online have the right to cancel their order within 14 days of receiving the goods, as per the Consumer Contracts Regulations 2013. This cancellation right does not apply to:

  • Products that have been unsealed or used.

  • Customised or personalised items.

9. Dispute Resolution

9.1 Any disputes arising under these terms and conditions will be governed by the laws of England and Wales.

9.2 If a resolution cannot be reached directly, customers may seek guidance from the Citizens Advice Bureau or escalate the matter to an approved Alternative Dispute Resolution (ADR) provider.

10. Contact Information

If you have any questions or concerns, please contact us:
Phone: +44 (0)20 8801 0252
Email: info@rclhair.com
Address:
Red Carpet Luxury Hair Ltd
Unit 12, Enterprise Centre
Bernie Grant Arts Centre
Town Hall Approach Road
London, N15 4RX