Refund & Exchange Policy

We want you to be happy with your order. If you need to return or exchange your hair extensions, please read the information below. Because every order can differ — including bulk, trade and custom-branded orders — returns and exchanges are always assessed on a case-by-case basis. If you are ever unsure, please contact our team before taking any action.

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Our 30-Day Returns Policy

We accept returns and exchanges within 30 days of receiving your order, provided the products meet the return conditions below.

This 30-day policy is in addition to any statutory rights you may have under UK consumer law. Nothing in this policy affects your legal rights.

To request a return or exchange, please contact us at info@superiorhair.co.uk with your order number and details of your request before sending anything back to us.

Conditions for Returns and Exchanges

To be eligible for a return or exchange, products must:

- Be unused and unworn.
- Be in their original condition and packaging.
- Have all original tags, seals and packaging intact.
- Not have been washed, brushed, cut, coloured, dyed, toned or chemically treated.
- Not have been straightened, curled or otherwise altered.
- Include the original tester piece, where applicable.

For hygiene and quality-control reasons, we cannot accept products that have been opened, worn or altered where the product is no longer suitable for resale or return.

If a returned product does not meet these conditions, we may be unable to provide a refund or exchange. Every case is reviewed individually — if you're unsure whether your product qualifies, please contact us before returning it.

Tester Pieces

We understand that choosing the right colour online can be difficult.

For selected products, including Clip-In, Halo and Ponytail extensions, a tester piece is included inside the packaging. You can use the tester piece to check the colour against your own hair before opening the full set.

The tester piece forms part of the product and must be returned with the full set if you request a return or exchange.

Please do not alter the tester piece. This includes cutting, colouring, dyeing, toning, washing, straightening or curling it.

If the tester piece or the extension set has been altered, we may be unable to accept the return.

Custom-Branded and Custom-Made Products

Custom-Branded Products

Products made with a customer's own branding, packaging or logo are assessed on a case-by-case basis. If you have any issue with a custom-branded order, please contact our team at info@superiorhair.co.uk and we'll work with you directly to find the right solution.

Return postage for custom-branded exchanges is the customer's responsibility in all cases.

Custom-branded products must not be included in any shipment returned to us without prior approval. If your order includes custom-branded products and you have any issues, please contact our support team right away, before arranging a return — we'll work with you directly to find the right solution.

Custom-Colours and Custom-Made Products

Custom-coloured hair and other custom-made products are created specifically to your order and cannot be resold, so we're unfortunately unable to accept these for return, exchange or refund. These are treated as final sale.

If the product in question is one of our regular, standard-colour products rather than a custom colour, please contact our team so we can discuss the options available to you on a case-by-case basis.

If you have any questions about a custom order before placing it, please contact our team at info@superiorhair.co.uk — we're happy to talk through your requirements first.

This does not affect your statutory rights where a product is faulty, not as described, or otherwise does not meet the requirements of UK consumer law.

Refunds

Once we receive your return, we will inspect the products to make sure they meet our return conditions.

If your return is approved, we will process your refund as soon as reasonably possible. Refunds can only be issued through the original payment method. Please allow 3–5 business days for funds to reflect in your account.

For consumer orders, refunds will be handled in accordance with applicable UK consumer law. Where a statutory cancellation right applies, we will refund the applicable amount within the required timeframe.

Our voluntary 30-day returns policy does not reduce any statutory rights you may have.

Return Shipping Costs

Unless the product is confirmed to be faulty, damaged, incorrect or otherwise covered by your statutory rights, the customer is responsible for the cost of returning the product to us.

Where a product is later confirmed to be faulty, damaged or incorrectly supplied, the customer should still cover the return postage upfront. Once we've confirmed the fault, we will reimburse the reasonable cost of that return postage.

We recommend using a tracked delivery service when returning your order. We cannot be responsible for returns that are lost in transit before they reach us.

Faulty, Damaged or Incorrect Products

We take great care when preparing every order. Before any product leaves us, it passes through multiple quality-control checks by our team. While we're confident in our process, we understand that issues can occasionally happen.

If you receive a product that appears to be faulty, damaged or incorrect, please contact us as soon as possible.

Please provide:
- Your order number;
- The packaging it arrived in;
- A description of the issue; and
- Clear photographs and/or videos showing the issue, where appropriate.

We may ask you to return the product for inspection. As above, return postage is paid by the customer upfront and reimbursed once the fault has been confirmed.

If the product is confirmed to be faulty, damaged or incorrectly supplied, we will provide the appropriate remedy in accordance with your statutory rights and our returns process. This may include a replacement, exchange or refund, depending on the circumstances, and is always assessed on a case-by-case basis.

Your statutory rights are not affected by this policy. UK law provides consumers with rights in relation to goods that are faulty, not as described or do not meet the required standards.

Customs Duties and Import Charges

For orders where customs duties, import taxes or other charges are applicable, these charges are the responsibility of the customer.

Customers are also responsible for any postage or shipping costs associated with customs clearance or the delivery of their order.

Exchanges

Exchanges are considered on a case-by-case basis and are subject to the eligibility conditions outlined in this policy.

If you would like to exchange an eligible product, please contact us before sending it back.

Once we receive and inspect the returned product, we will process the exchange.

If the requested replacement is available, we will arrange shipment of the replacement product, factory-direct to your door where applicable — no middleman, no unnecessary delay.

Customers are responsible for the cost of returning the original product to us, unless the product is confirmed to be faulty, damaged or incorrectly supplied.

When Will My Exchange Be Sent?

Once your return has been received and approved, we aim to process eligible exchanges within 1–2 business days.

You will receive an email confirmation once your replacement order has been shipped.

Delivery times will depend on the shipping service selected.

Can I Cancel or Change My Order?

We process orders as quickly as possible, so once an order enters production or fulfilment, we may not be able to change or cancel it.

If you need to make a change or cancel your order, please contact us as soon as possible at info@superiorhair.co.uk.

If the order has already been processed or dispatched, you may need to wait until the order has been delivered and then follow our returns process.

This does not affect any statutory cancellation rights available to consumers under UK law.

Discount Codes and Trade Accounts

Please check that your discount code or trade account has been applied before completing your order.

We are unable to apply a promotional code or trade discount to an order after it has been placed.

Where appropriate, we may offer store credit as a goodwill gesture, but this is not guaranteed.

Discount codes cannot be combined unless expressly stated otherwise. No discount stacking allowed.

Trade and Salon Customers

As a factory-direct supplier — no middleman — we supply both individual customers and professional salon/trade customers, shipping straight from our factory to your door, where applicable.

If you are purchasing on behalf of a business, salon or other organisation, different contractual terms may apply to your order.

If you are a trade customer, please contact us if you have any questions about returns, exchanges, bulk orders or customised products before placing your order — every trade and bulk order is reviewed on a case-by-case basis.

Nothing in these terms limits any rights that cannot legally be excluded or restricted.

Colour Matching

We understand that choosing the correct hair colour online can be difficult.

We recommend using our Colour Match page before placing your order.

If you are unsure about your colour, please contact our team before opening or altering your extensions.

Please remember that monitor and device settings can affect how colours appear on screen.

Why Can't I Return an Opened or Used Set?

Our extensions are made from human hair and must be returned in a condition that allows us to maintain appropriate hygiene and quality standards.

For this reason, we strongly recommend checking the tester piece, where provided, before opening the full extension set.

Once a set has been worn, washed, coloured, chemically treated or otherwise altered, we may be unable to accept it as a return where applicable under UK law.

This does not affect your statutory rights where a product is faulty, not as described or otherwise does not meet the requirements of UK consumer law.

How Do I Find My Order Number?

Your order number can be found in your order confirmation email.

If you cannot find your order number, please contact us using the email address associated with your order and we will do our best to help.

Contact Us

If you have any questions about returns, exchanges, refunds or faulty products — or if you are ever unsure whether your product is eligible — please contact us before taking any action, at:

Email: info@superiorhair.co.uk

Please include your order number whenever possible so that we can assist you as quickly as possible.