Refund policy

Sample Sales

Please note that while the majority of the hair products in this sample sale are items we typically offer on our website, some products include hair that we tested but did not proceed with to full production. Our discount rates reflect the varying quality of these items. Products discounted by up to 90% are more likely to have faults for which we cannot be held liable. Please also be aware that we will not provide any exchanges, credit notes, or refunds, even if a product is damaged or defective. Additionally, our support team will not be available for any compensation claims related to hair purchased during the sample sale.

We value transparency and want to ensure that all our customers fully understand the nature of our sample sale. Due to the heavily discounted prices, these items are sold with the understanding that they may not meet the same quality or longevity standards as our regular products. This is clearly communicated as part of the terms and conditions that customers agree to before making a purchase, these are the only customers we would like shopping our sample sale.

Under the Consumer Rights Act 2015, while consumers generally have the right to a refund if an item is faulty within 30 days, this right does not apply if the consumer was aware of the fault before purchasing the item. In alignment with this, our sample sale items are sold "as seen," with any known faults or imperfections clearly described. This means that by purchasing from our sample sale, customers accept these conditions, and all sales are final.

We also adhere to the guidelines provided by gov.uk on "Accepting returns and giving refunds: the law," which explicitly states that businesses are not obligated to offer refunds if the customer knew an item was faulty when they bought it. Therefore, as per these legal guidelines, we will not be offering refunds, exchanges, or addressing complaints regarding any items purchased during the sample sale.

Please note first time orders will go through a verification process.

Returns and Refunds Policy (Excluding Sample Sales)

At The Hair Collective Ltd, we strive to ensure that all our customers are satisfied with their purchases. 

Due to the nature of our products, all sales are final meaning: 

We do not offer exchanges or refunds. However, if there is a flaw with your hair you may qualify for either an exchange or refund.  

Reporting Flaws:

    • You have 3 months from the date of purchase to report any flaws with your hair product. Outside of this reporting period, your order will not be eligible for an exchange or refund.
    • To report any flaws or issues with your purchase, please contact us at support@thehaircollectiveltd.com with your full name and order number
    • Once you have emailed us we ask that you wait up to 24-48 hours for a response
    • Please note that to achieve a seamless jet-black finish the knots on the frontal are ventilated with jet-black hair. Jet-black knots are generally more challenging to bleach compared to natural (1B) knots, which can lead to a longer development time if bleach is used
    • As a result, hairstylists sometimes need to bleach jet-black frontals multiple times, even up to three, to achieve the desired look on the lace. Although repeated bleaching can weaken the knots, it is down to the customer's discretion of how many times they would like to bleach the hair. This is not considered as a flaw

Return/Exchange Procedure

    • Upon reporting a flaw, we will request photos/videos via email. Following this, we will require the physical return of the product for inspection. Based on our evaluation, we will determine if compensation is warranted.
    • For any exchange or refund to be facilitated the original item must be sent back to us first. 
    • You are responsible for the cost of shipping the product back to us unless we sent the wrong item (an item that differed from the description in item, length, size and colour)
    • We strongly advise sending back your item via Royal Mail special delivery as it ensures high-value parcels, and unfortunately, we cannot be held liable for missing parcels. Please also add a note of your order number and full name inside the parcel

Timeframe for Returns/Exchanges:

    • You must manage the return before the established deadline
    • All returns must be initiated within the specified deadline, as outlined in our policies.
    • Failure to return the product within the established timeframe of 28 days will result in the forfeiture of your eligibility for a refund or exchange

    Damaged or Incorrect Items:

      • All items are thoroughly inspected before shipment. However, if you receive a defective, damaged, or incorrect item, please contact us immediately for resolution

    By implementing these policies, we aim to ensure a positive shopping experience with The Hair Collective Ltd. Should you have any questions or concerns regarding our policies, please don't hesitate to contact us.



    Last updated:  23rd August 2024