SimplyHair are happy to refund or exchange any product providing they are returned to us in their original condition, and we are notified within 14 days of receipt (Distance Selling Regulations 2000).
Please complete the following form before posting your return to us. Failure to complete this form may result in a delay in processing your request.
All orders must be returned to the address below, and we would recommend for your own protection that you use a traceable service.
SimplyHair, Unit 13b, Miners Way, Lakesview Business Park, Hersden, Kent, CT3 4LQ
If you have requested a refund, this will be made back to the card used to place your original order (or PayPal). We are not able to process a refund to any other card. Refunds are usually processed the same day your goods arrive back with us, however please allow 7 days for this to be fully processed.
If requesting an exchange, we aim to process your request the same day where possible, however please allow a maximum of 7 days for this to be processed. SimplyHair will honour 1 free exchange per order. Should you wish to return an item for an exchange for a second time (e.g. incorrect colour match), SimplyHair will require you to pay the postage fees.
All returned goods must arrive in their original condition for us to be able to honour a refund or exchange. If items arrive back with us and are outside of their original condition it will be at the discretion of our team to decide whether we are able to honour your request.
Refunds or exchanges will not be honoured when products arrive back with us in a used or tampered condition, including but not limited to:
- Products which have been treated using colouring agents or other styling products
- Products which have had heat applied to them e.g. have been curled or straightened
- Products which have been damaged e.g. hair which has been cut
- Products which have been removed from their packaging. Whilst this may appear to be a little stern, this is enforced for hygiene purposes. Under distance selling regulations hair extensions are considered “for the supply of goods made to the consumer’s specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly”.
- Products which have had stickers or labels removed
- Products which have been subjected to environmental damage such as cigarette smoke. As the product we are dealing with are a material, the scent of smoke will adversely affect the quality of the extensions and will make them unsaleable
- Products which have been used
For our business customers, it is your responsibility to discuss with your client their needs and requirements. Once installed it becomes your responsibility to ensure the wearer is looking after them correctly and is following the recommended after-care advice. If a colour is fitted to a client’s hair, and it is only then brought to your attention that there is a colour discrepancy, we are not able to assist with this. We would advise that upon receipt of your extensions that you always check the colours against your clients hair to ensure you are happy with them before installation.
If you were to find a discrepancy between a colour received and your colour ring, please let us know immediately so that we can assess this and correct it for you where possible. Please note that colour rings are to be used as a guide only, and from time to time some slight variations in colour may arise. We would advise you to upgrade your colour ring at least every 6 months, and we will notify customers where possible of any significant colour changes.
If an item is considered to be used or tampered with you will be offered the option to pay for its return to you. We will contact you via email and you will have 30 days to respond to this. If you do not agree to pay to have it sent back to you, do not respond to us or fail to collect it from us in person once the 30 days have passed the item will be destroyed.
Before using the product you should check that you are happy with the item first. Most discrepancies in the colour or style are resolvable, however the item must return to us unopened and in its original condition for us to be able to help. Please check the colour and the style before opening the packaging to avoid not being able to return the item to us.
All colours displayed online are as accurate a match as possible to the real item, however different screen resolutions and monitors may display the colour slightly differently, and therefore we would advise you to check the product once it arrives to ensure you are happy with the colour before opening the packaging.
For Professional Use Only
Our products are for professional use only, and SimplyHair accepts no liability for any damage caused by a salon or third party, as this falls within the jurisdiction of the salon/extensionist and client contract, and are thus the absolute responsibility of the salon/hair extensionist.
Our hair extensions require specific maintenance to ensure their quality and therefore we would only recommend using products available for purchase from us, as they have been specifically designed for use with our extensions. Should you choose to use an alternative product we can accept no liability or responsibility for its effect on the quality of the extensions.
All offers on the website are subject to stock availability, and we reserve the right to restrict or refuse any order at any time.
Orders are allocated on a first come first serve basis and stock cannot be reserved.