Politique de remboursement

RAEL HAIR

Refund & Returns Policy

Last updated: August 2026

At RAEL Hair, we are committed to providing high-quality hair products and ensuring that every order is supplied as described.

Because our products include hair extensions, wigs, closures, frontals and other hair products that may be worn or altered, we have specific conditions regarding cancellations, returns and refunds.

This policy applies to purchases made through the RAEL Hair website.

Nothing in this policy excludes or restricts any statutory consumer rights that cannot legally be excluded or restricted. Where applicable law provides you with a right that is not expressly stated below, that right will continue to apply.

1. ORDER CANCELLATION — 1 HOUR ONLY

Once an order is placed, RAEL Hair begins preparing your order for processing.

You have 1 hour from the time your order is placed to request cancellation.

Cancellation requests must be sent to:

info@raelhairextensions.com

within the 1-hour period.

After 1 hour

After the 1-hour cancellation period has passed, your order may have entered our processing system.

Once an order has entered processing, we cannot guarantee that we will be able to cancel it.

If your order has already entered processing, cancellation may no longer be possible.

If your order has already been processed or dispatched, the order cannot be cancelled through our 1-hour cancellation process.

This operational cancellation policy does not affect any statutory cancellation rights that may apply to an online consumer purchase after delivery.

Please check your order carefully before completing your purchase.

This includes checking:

  • Hair type

  • Length

  • Colour

  • Quantity

  • Wig/unit specification

  • Lace type

  • Delivery address

2. ONLINE CHANGE-OF-MIND CANCELLATION RIGHTS

For eligible UK consumer purchases made online, you generally have a statutory right to cancel your contract within 14 days from the day after you receive the goods.

You do not normally have to provide a reason for exercising this statutory right.

This statutory right is separate from RAEL Hair's 1-hour pre-processing cancellation window.

If you wish to exercise a statutory cancellation right, you must notify us within the applicable cancellation period by contacting:

info@raelhairextensions.com

You must then return the goods in accordance with our return instructions.

3. INSPECTION OF GOODS

If you are exercising a statutory change-of-mind cancellation right, you are entitled to inspect the goods to establish their nature, characteristics and functioning in a manner that would reasonably be permitted in a shop.

However, you are responsible for any handling of the goods that goes beyond what is reasonably necessary for this purpose.

Where permitted by law, RAEL Hair may make a deduction from your refund where handling has resulted in a reduction in the value of the goods.

4. HAIR CONDITION & CHANGE-OF-MIND RETURNS

To protect the quality, hygiene and resaleability of our products, RAEL Hair requires returned hair to remain in an appropriate condition.

For a change-of-mind return, hair should remain:

  • Uninstalled

  • Unworn

  • Unwashed

  • Uncut

  • Uncoloured

  • Untoned

  • Not chemically processed

  • Free from styling products, oils, perfumes or other substances

  • Untangled

  • In its original condition

  • In its original packaging where applicable

Installation or use

Hair that has been installed, worn, washed, cut, coloured, bleached, toned, chemically processed or materially altered will not be accepted as a change-of-mind return where applicable law permits RAEL Hair to refuse the return or apply a deduction for diminished value.

This includes, but is not limited to:

  • Bundles used in a sew-in

  • Bundles used to construct or alter a wig

  • Hair that has been cut

  • Hair that has been coloured or bleached

  • Hair that has been washed

  • Hair that has been worn

  • Closures or frontals that have been installed

  • Wigs that have been worn or materially altered

Please do not install or alter your hair if you are considering returning it because you have changed your mind.

This condition does not remove or restrict your statutory rights where the goods are faulty, not as described or otherwise fail to meet the legal requirements.

5. SEALED PRODUCTS & HYGIENE

Where a product is supplied with a protective seal or sealed packaging and the product falls within the statutory hygiene exception, the statutory cancellation right may cease once the seal has been broken.

Where this statutory exception applies, an unsealed product cannot be returned under the statutory cancellation right.

Where a product does not fall within the statutory hygiene exception, the customer's statutory rights remain subject to the applicable rules regarding handling and diminished value.

6. SALE, CLEARANCE & CLOSING-DOWN ITEMS

Sale, promotional, clearance and closing-down items are offered at reduced prices.

RAEL Hair does not offer voluntary exchanges or additional change-of-mind returns for sale items beyond any rights required by applicable consumer law.

FINAL SALE

Where a product is marked FINAL SALE, this means:

RAEL Hair does not provide any additional voluntary return or exchange rights beyond those required by applicable law.

A sale price does not remove statutory consumer rights.

Customers purchasing sale items retain their legal rights where the goods are faulty, not as described or otherwise fail to meet applicable consumer law requirements.

7. FAULTY, DAMAGED OR MISDESCRIBED GOODS

Our Final Sale policy does not affect your statutory rights where goods are:

  • Faulty

  • Damaged before they come into your possession

  • Not as described

  • Not of satisfactory quality

  • Not fit for purpose

Under the Consumer Rights Act 2015, consumers have statutory remedies where goods do not conform to the contract.

Within 30 days

Where the legal requirements are satisfied, you may have the short-term right to reject faulty goods and receive a refund within the first 30 days.

After 30 days, different statutory remedies may apply, including repair or replacement and, in appropriate circumstances, a price reduction or final rejection.

RAEL Hair will assess the circumstances and provide the remedy required by law.

8. DAMAGE DURING DELIVERY

RAEL Hair takes care to package orders appropriately before dispatch.

If your parcel arrives visibly damaged, please contact us as soon as reasonably possible after delivery.

Please provide:

  • Your order number

  • Photographs of the external packaging

  • Photographs of any visible damage

  • Photographs of the internal packaging

  • Photographs or video of the affected product

Please retain the original packaging until the matter has been resolved.

Do not dispose of damaged packaging or return the product without first contacting RAEL Hair and receiving return instructions.

Where goods were damaged before they came into your possession, RAEL Hair will deal with the matter in accordance with your statutory rights and may separately pursue the relevant delivery provider.

9. DAMAGE CAUSED AFTER DELIVERY

RAEL Hair cannot accept responsibility for damage resulting from the customer's treatment, installation or alteration of the product after delivery.

This includes damage resulting from:

  • Incorrect installation

  • Excessive tension

  • Incorrect wig application

  • Cutting

  • Bleaching

  • Colouring

  • Toning

  • Chemical processing

  • Excessive or incorrect heat

  • Incorrect washing or drying

  • Unsuitable products

  • Failure to follow our recommended aftercare

  • Improper storage

  • Customer misuse

Where an issue has resulted from the customer's use or treatment of the product, this may affect the customer's ability to make a claim.

However, this does not affect statutory rights relating to a fault that existed when the goods were supplied.

10. CUSTOM & BESPOKE ORDERS

Certain products may be made specifically to a customer's requirements.

This may include:

  • Bespoke wig construction

  • Custom lengths

  • Custom colours

  • Custom densities

  • Personalised specifications

  • Other products made specifically to the customer's requirements

Where a product genuinely falls within the statutory exemption for goods made to the consumer's specifications or clearly personalised, the statutory change-of-mind cancellation right may not apply.

This exemption does not apply to goods that are faulty, not as described or otherwise fail to meet applicable consumer rights.

11. QUALITY GUARANTEE

RAEL Hair provides a 30-day quality guarantee for qualifying products.

This guarantee is an additional commercial guarantee and does not replace or restrict your statutory rights.

If you believe your product has a quality issue, contact:

info@raelhairextensions.com

as soon as possible.

We may request photographs or video to assess the issue.

The guarantee does not cover damage caused by:

  • Installation

  • Improper aftercare

  • Bleaching

  • Colouring

  • Chemical processing

  • Excessive heat

  • Unsuitable products

  • Cutting

  • Misuse

  • Neglect

  • Normal wear and tear

The existence of this guarantee does not reduce any statutory rights available to you.

12. RETURN POSTAGE

For a statutory change-of-mind return, the customer is generally responsible for the direct cost of returning the goods, unless RAEL Hair has agreed otherwise or applicable law requires us to bear the cost.

Where goods are faulty, not as described or otherwise non-conforming, RAEL Hair will bear reasonable return costs where required by law.

We strongly recommend using a tracked delivery service and retaining proof of postage.

RAEL Hair cannot be responsible for a return that is lost in transit where the customer has chosen the return method and has not retained appropriate evidence of postage.

13. REFUNDS

Where a refund is legally due, RAEL Hair will process the refund using the original payment method.

For statutory online cancellations, refunds will be issued within the timeframe required by applicable law.

Where a customer selected a delivery service costing more than the cheapest standard delivery option available, RAEL Hair is not required to refund the additional premium where applicable law permits this.

Where a lawful deduction applies because goods have been handled beyond what was reasonably necessary to inspect them, the refund may be reduced to reflect the diminished value.

14. IN-PERSON PURCHASES

Where goods are purchased in person, there is generally no statutory right to return goods simply because you have changed your mind.

Any voluntary return or exchange offered by RAEL Hair for an in-person purchase will be subject to the conditions communicated at the time of purchase.

Your statutory rights remain unaffected.

15. INTERNATIONAL ORDERS

Customers purchasing from outside the UK may have mandatory consumer protections under the laws applicable to their purchase and place of residence.

RAEL Hair does not seek to exclude or restrict mandatory consumer rights that cannot legally be excluded.

Where applicable law provides additional cancellation, return, refund or other consumer rights, those rights will apply.

International customers may also be responsible for complying with applicable customs, import and return requirements where legally permitted.

16. NON-RETURNABLE AFTER USE

Subject to statutory rights, RAEL Hair will not accept a change-of-mind return where the product has been materially altered or used.

This includes products that have been:

  • Installed

  • Worn

  • Washed

  • Cut

  • Coloured

  • Bleached

  • Toned

  • Chemically processed

  • Altered

  • Contaminated with styling or cosmetic products

Where a customer has exercised a statutory cancellation right and the goods have been handled beyond what is reasonably necessary to inspect them, RAEL Hair may apply a lawful deduction for diminished value.

17. CONTACT

For cancellation, returns, refunds or product-quality enquiries:

RAEL Hair

Email: info@raelhairextensions.com

Please include your:

  • Full name

  • Order number

  • Product purchased

  • Reason for contacting us

  • Photographs or video where relevant

IMPORTANT LEGAL NOTICE

RAEL Hair's policies are designed to provide clear and fair conditions for customers while protecting the quality and integrity of our products.

Nothing in this policy excludes, restricts or limits any statutory consumer right that cannot legally be excluded or restricted.

Where applicable law provides you with rights greater than those described in this policy, those rights will apply.