Returns, Exchanges & Refunds Policy
At The Hair Collective Ltd, we take pride in offering high-quality products and an exceptional customer experience. We understand that questions may arise before or after a purchase, so we’ve outlined our returns and refunds policy to keep everything clear and fair.
1. Returns & Refunds (Excluding Sample & Clearance Sales)
Due to the nature of our products, all sales are final. However, if you experience a genuine fault with your order, we’re here to help and may be able to offer a refund or exchange depending on the situation.
Reporting a Fault
You have up to 28 days from the delivery date to report a flaw. Please email us at support@thehaircollectiveltd.com with your full name, order number, and a description of the issue. Images or videos may be requested to help us assess the situation. Once submitted, please allow 24–48 hours for a response from our team. Any report outside of this time frame will not be processed further for potential compensation.
2. Clearance Sales
Clearance Sale Cancellation Policy
Orders placed during our Clearance Sales are final and cannot be cancelled, amended, or refunded once placed. Please ensure your order details are correct before checkout. Our standard cancellation and exchange policy does not apply to Clearance Sale purchases.
3. Pink Friday Sales
Pink Friday Sale Cancellation Policy
All Pink Friday Sale purchases are final. No cancellations, changes, or refunds will be accepted after an order has been placed. Please double-check all order details before completing your purchase. Our usual cancellation and exchange policies do not apply during this promotional period.
4. Sample Sales
Our sample sales offer limited quantities of discounted products, including items that may not be part of our main collection.
Some pieces may include hair that was tested during development but not brought into full production. While many items are similar to our regular offerings, products with deeper discounts (up to 90% off) may have slight imperfections, which are reflected in the pricing.
As a result, all sample sale purchases are final and not eligible for refunds, exchanges, or store credit. Support and compensation will also not be available for sample sale queries.
By shopping our sample sale, you acknowledge and accept that:
- Items may not meet the same quality standards as our regular collection
- Known imperfections are accounted for in the discount
- All items are sold “as seen” with no changes or after-sale support
This approach aligns with the Consumer Rights Act 2015, which states that refunds are not required if customers are made aware of any faults before purchasing.
5. How Returns & Exchanges Work
If a return or exchange is approved:
- Customers will need to send the item back for inspection
- Refunds or exchanges can only be processed once the item is returned
- Customers are responsible for return shipping unless we sent an incorrect item
We recommend using Royal Mail Special Delivery to protect your parcel and ensure it arrives safely. Please include a note inside the parcel with your name and order number.
Exchanges
- Exchanges are subject to approval and product availability
- Customers are responsible for both return and re-shipping costs
- We do not offer exchanges for international orders at this time. We recommend international customers review sizing and product details carefully before placing an order.
Important Timeframes
If your return is approved, we kindly ask you to send it back within 28 days. Returns not completed within this time frame may no longer be eligible for refund or exchange.
6. Damaged or Incorrect Items
All orders are carefully inspected prior to shipment. If you receive a damaged or incorrect item, please notify us immediately at support@thehaircollectiveltd.com so we can resolve the issue as quickly as possible.
7. Jet Black Hair Notice
Our jet black frontals and closures are ventilated with darker hair, which can be more resistant to bleaching - watch this for more information. To achieve a natural lace look, you may need to bleach the knots more than once. While this can be done successfully, we encourage customers to take care during this process. Please note in some cases jet black knots may not lift.
Repeated bleaching can weaken the knots, so it’s important to proceed with caution and consult with a professional stylist where possible. This is not considered a fault but a characteristic of working with jet black lace products.
Recommended Product
To help reduce bleaching time and protect the hair, we suggest using Schwarzkopf BLONDME Bond Enforcing Bleach—a professional-grade product designed to handle resistant hair while minimising damage.
Please note: This is a recommendation only. Results may vary based on the stylist’s technique, product usage, and the condition of the lace or hair. We strongly encourage customers to carry out their own research or consult with a professional stylist before attempting any bleaching or chemical processes.
The Hair Collective Ltd will not be held responsible for any damage or dissatisfaction that results from the use of third-party products or improper handling. All bleaching and chemical treatments are done at the customer’s own risk.
8. First-Time Orders
For security and to help protect our customers, some first-time orders/new customer accounts may be subject to a verification process. This is a one-time step designed to prevent fraudulent activity.
9. Contact Us
If you have any questions or need help with your order, we’re always happy to support you. Please contact us at support@thehaircollectiveltd.com, and a member of our team will get back to you as soon as possible.
Last Updated: 30th May 2025