Terms and Conditions

Welcome to www.simplyhair.co.uk. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Simply Hair’s relationship with you in relation to this website.

The term “Simply Hair” or “us” or “we” refers to the owner of the website whose registered office is Unit 13b, Miners Way, Lakesview Business Park, Hersden, Kent, CT3 4LQ. The term “you” refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
• Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.
• From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• You may not create a link to this website from another website or document without Simply Hair’s prior written consent.
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.

Contacting SimplyHair

If you wish to speak to a member of our sales team to place an order over the telephone, please call us on 0845 544 2717.  Please note that calls will cost 2p per minute, plus your phone company’s Access Charge.

Please note that calls may be recorded.

You can also reach us via email on hello@simplyhair.co.uk.  We aim to respond to all emails within 1 working day.

General Information

Before using the product you should check that you are happy with the item first.  Any 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 are as near as can be displayed on a computer monitor. 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.

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 chose 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.

Time Sensitive Fittings

Whilst we appreciate that hair extensions are often fitted for a special occasion and/or event, SimplyHair cannot be held liable for any decisions made in relation to such occasions.  We strongly suggest that you allow enough time between the purchase of your hair extensions and the fitting date to allow for any unforeseen circumstances, such as delays in transit.

If the item you have received is not as expected, or you wish to make an exchange or refund, allowing enough time between the purchase of your hair extensions and the event in question will allow a reasonable amount of time in order for us to resolve this for you.

Should you receive an item you would like to exchange or refund, however based on your event you choose to go ahead with the fitting, e.g. you have in error received the incorrect fitting type, but are due to go on holiday and choose to fit the hair extensions despite receiving the wrong item, SimplyHair cannot be held responsible for this decision, and this relinquishes SimplyHair’s responsibility to offer a refund or exchange.

In the very rare event that a fault is observed before fitting, or you are unhappy with the hair extensions, the same as above would apply.

Should you wish to send your hair extensions back for an exchange or refund, we have a very quick and easy process to allow you to do this.

SimplyHair has an incredibly low error rate, however from time to time circumstances such as the above can naturally occur, and therefore we request that all users of SimplyHair acknowledge this before proceeding with a fitting.

Deliveries

Before placing your order, please ensure you have thoroughly read and understood our delivery options, delivery times and cut off points.  SimplyHair cannot be held responsible for failure to understand these options, and any perceived “late” deliveries as a result of a failure to understand these options.  Orders placed after 3pm Monday-Thursday will not be packed and shipped from our warehouse until the following day, and orders placed after 3pm Friday, Saturday and Sunday will not be packed and shipped from our warehouse until Monday.

The term “working day” refers to Monday-Friday, and doesn’t not include Saturday, Sundays or Bank Holidays.

If you are unsure about our delivery options, or have any concerns, please contact our customer services team before placing your order on 0845 544 2717 or email us at hello@simplyhair.co.uk, where we will happily advise you.  This is especially true if placing an order that is urgent, or required for a special occasion.

Taking Delivery Of Your Order

If your order is sent via Interlink you will be given the option via text and/or email to change aspects of your delivery should you wish to, including leaving your good in unattended locations  We strongly advise against this, as by doing so you confirm with Interlink that you “accept full responsibility for any goods being left”.  Should your item go missing under any circumstances, we are unable to offer a refund or replacement due to the request for the item to be left unattended.  You are of course welcome to raise the dispute with Interlink directly should you wish to.

If your parcel is delivered and a signature is obtained in your name, this is considered a successful delivery.  If you are not able to locate the delivery we would recommend speaking to anyone who has access to your property and may have signed for the parcel on your behalf.  As a signature has been obtained we are unable to offer a refund/exchange, however you are welcome to raise your own investigation with Interlink personally should you feel your signature has been used fraudulently.

If your parcel is shown as delivered and signed for by another name, against we would strongly recommend speaking to anyone who may have had access to your property and signed on your behalf.

If you cannot locate your item, but did not make any requests for the item to be left unattended, please do let us know so that we can dispute this directly.

If you order was delivered by Royal Mail and cannot be located, an investigation will be raised with Royal Mail.  This will require your co-operation to confirm that no delivery was made in the form of documents sent via Royal Mail in the post.  Failure to complete these documents will result in the investigation being terminated.  Items are not considered missing until 28 working days have passed, and therefore we are unable to launch the investigation until said time.  We appreciate your cooperation and understanding in that these are procedures set out by Royal Mail and are beyond our control.

Returns, refunds and Exchanges

SimplyHair are happy to refund or exchange any product providing it is returned to us in its original condition, and we are notified within 14 days of receipt (Distance Selling Regulations 2000).

Before returning your items, please complete a returns form.

All returning 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.

Please note that for international shipments, duties and taxes are the responsibility of the customer.  Should you fail to settle any outstanding duties and taxes and the goods are returned to us, any return costs will be deducted from your refund.

Should the return costs exceed the original value of the order, your parcel may be destroyed by the courier handling your shipment, with no refund offered.

If you require any assistance settling your duties and taxes, please do not hesitate to contact us at hello@simplyhair.co.uk.

Refunds or exchanges will not be honoured to products that arrive back with us in a used or tampered condition including but not limited to:

  1. • Products which have been treated using colouring agents or other styling products
  2. • Products which have had heat applied to them e.g. have been curled or straightened
  3. • Products which have been damaged e.g. hair which has been cut
  4. • Products which have been removed from their packaging.  Whilst this may appear to be a little stern  this is enforced for hygiene purposes means they are not able to be resold to our customers.  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”.
  5. • Products which have had stickers or labels removed
  6. • Products which have been subjected to environmental damage such as cigarette smoke.  As the product we are dealing with is a material, the scent of smoke will adversely affect the quality of the extensions and will make them unsaleable
  7. • Products which have been used
  8. • Products that have been subjected to unrecommended environments such as exposure to sea water or chlorinated water.

Consequential Losses

Whilst our courier has a very high success rate for the correct delivery of parcels, by the very nature of the business from time to time parcels may become lost/delayed/misrouted.  SimplyHair is not responsible for any consequential losses that result from missing parcels, including but not limited to lost clients and services.

We strongly recommend that you allow enough time when placing your order for any issues of this nature to be resolved effectively before your fitting takes place, e.g. ordering 2 days in advance rather than the day before a fitting it due to take place.

Free Exchanges

SimplyHair permit one free exchange (customer must pay to return the items to us), whereby your new item(s) will be sent out free of charge via next day delivery.  Should you require subsequent exchanges you will be charged a next day delivery fee of £6.98.

 Faulty Products

If you have received a product which you believe to be faulty, you will need to complete a faulty product claim form.  Once submitting your claim form, the item will need to be returned to our returns department for full assessment.  For our faulty claim procedure to take place we will require the return of all items relating to the claim, at which point an assessment will take place.  We aim to complete our assessment within a 14 working day period, and will contact you with our findings once complete.

Please be aware that it is essential that the goods relating to the claim are returned to us within 7 working days of the claims submission, and until the goods are received the process cannot begin.

Please be aware that if your faulty product claim is in relation to hair purchased, we are only able to accept the item back as a claim if our aftercare products have been purchased on the same order as the hair in question to ensure the correct products have been used as part of the maintenance and upkeep of the product.

If a fault is found with the hair, only the cost of the hair will be refunded or exchanged at the discretion of SimplyHair, and no further costs reimbursed. SimplyHair cannot accept responsibility for any consequential losses.

To make a claim, please email hello@simplyhair.co.uk to request a claim form.

Please be aware that for a claim to be processed, there must be a reasonable reason for the return, as hair extensions are a perishable item which will change over time.  We would recommend the purchase of our own aftercare products at the time of the purchase to help support your claim.  Please be aware that if hair extensions have been exposed to unfavourable conditions, such as chlorine, sea water, or cosmetic treatments that may have affected the hair extensions your claim may not be able to be processed.

Hair extensions are a human product, and therefore no 2 sets of hair extensions can ever be fully identical.  Hair extensions require a great deal of care to ensure they remain in an “as new” condition, and we have a wealth of guides and advice to help you to care for your hair extensions correctly.  Please click here.

Business Customers

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 advise.  If a colour is installed to a clients hair, and it is then brought to your attention that there is a colour discrepancy we are not able to assist with this, therefore we would advise that upon receipt of your extensions that you always check the colours against your colour ring 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 so slight variations in colour may arise. We would advise you to upgrade your colour ring at least every 6 months, and will notify customer 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 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 your 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.

Our products are for professional use only, and SimplyHair accepts no liability for any damage caused by a salon or 3rd 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 chose 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.

By purchasing from us you are hereby agreeing to our terms and conditions, and by ticking our terms and condition box before placing your order are acknowledging that you have read, understood, and agreed to all aspects of the above text.

SimplyHair is a trading name of AW Hair Extensions LTD.