At Exclusiviti.Hair, we take pride in supplying premium-quality hair extensions, wigs, and raw Vietnamese hair. Due to the hygienic nature of our products, we have a carefully designed returns policy that protects both our customers and the integrity of our products while complying with UK consumer law.
By placing an order with us, you agree to the terms outlined below.
14-Day Returns
If you change your mind, you may request a return within 14 days of receiving your order.
To be eligible for a return, your item must:
- Be unused and unworn
- Be in its original condition
- Have all original tags, labels, and security seals intact
- Be returned in the original packaging
- Show no signs of alteration, handling beyond reasonable inspection, or damage
Returns requested after 14 days cannot be accepted unless your item is faulty.
Hygiene & Product Integrity
For hygiene reasons, we cannot accept returns or exchanges on any hair product that has been altered or used.
A return will not be accepted if the product has been:
- Installed or professionally fitted
- Worn or tried on beyond reasonable inspection
- Washed or conditioned
- Cut or trimmed
- Coloured or toned
- Bleached
- Chemically treated
- Heat styled in a way that changes the product
- Brushed excessively causing wear
- Altered in any way
- Lace cut or customised
- Product tags removed
- Security seals broken or removed
- Original packaging damaged or missing
Once any of the above has occurred, the product is considered unsuitable for resale for hygiene reasons.
Inspecting Your Hair
We encourage you to inspect your order carefully before opening or altering the product.
You may:
- Check the colour
- Check the length
- Feel the texture
- Compare the hair to your own
Please do not install, wash, cut, or customise the hair until you are completely satisfied.
Faulty or Incorrect Items
If you receive:
- A faulty product
- A damaged item
- An incorrect product
Please contact us within 48 hours of delivery.
Include:
- Your order number
- Clear photographs
- A description of the issue
We may ask for additional information before approving a replacement, repair, or refund.
Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015.
Exchanges
We are happy to exchange eligible items if:
- The item is unused
- The item meets all return conditions
- The requested replacement is available in stock
If the replacement costs more, the price difference must be paid before dispatch.
If the replacement costs less, the remaining balance will be refunded.
Non-Returnable Items
The following cannot be returned unless faulty:
- Installed hair extensions
- Custom-coloured products
- Custom-cut products
- Custom-made wigs
- Lace wigs with lace removed or cut
- Clearance or final sale items (where stated)
- Gift cards
Return Shipping
Customers are responsible for return shipping costs unless:
- We sent the wrong item
- The product is confirmed to be faulty
We recommend using a tracked and insured delivery service, as we cannot accept responsibility for returns lost in transit.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved:
- Refunds will be issued to your original payment method.
- Please allow 5–10 business days for your bank or payment provider to process the refund.
Original shipping charges are non-refundable unless required by law.
Right to Refuse a Return
We reserve the right to refuse any return that does not comply with this policy, including products that have been used, altered, or returned in a condition that makes them unsuitable for resale.
Contact Us
If you have any questions regarding returns or exchanges, please contact our customer support team before sending your item back.
We're always happy to help you find the best solution.