Politique de remboursement

Refund & Returns Policy

Rael Hair

Last updated: May 2026

At Rael Hair, we are committed to delivering premium-quality hair products. Due to the nature of our products, specific return conditions apply in line with consumer protection laws.

1. Your Right to Cancel (Online Orders Only)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods for a full refund.

However, this right only applies if the product remains unopened and in its original sealed packaging.

To initiate a return, you must notify us within this 14-day period at:
info@raelhairextensions.com

2. Hygiene & Tampering Policy

Hair extensions are classified as hygiene-sensitive goods.

You lose your right to return the item if:

  • The protective seal or packaging has been opened or removed
  • The hair has been worn, installed, or tried on
  • The hair has been cut, coloured, toned, or chemically altered
  • The hair has been washed or exposed to products

Once the seal is broken, the product is considered used and non-returnable.

3. Custom & Bespoke Orders

Any hair extensions made to custom specifications (including specific lengths, colours, or tailored bundles) are non-refundable and non-returnable, unless faulty.

This is in line with consumer law exemptions for personalised goods.

4. In-Store Purchases

For purchases made in person, refunds are not legally required for change of mind if the item is not faulty.

Any returns for in-store purchases are at our discretion and must meet the following:

  • Product remains sealed and unused
  • Proof of purchase is provided

5. Faulty or Defective Products

Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if your item is faulty.

  • You have 30 days from receipt to reject faulty goods for a full refund
  • After 30 days, we may offer a repair or replacement

To qualify:

  • The fault must be inherent (manufacturing issue)
  • Evidence may be required (photos/videos)

6. Misuse & Improper Aftercare

Refunds or claims may be refused if the product shows signs of damage due to:

  • Improper installation (e.g. by an unqualified individual)
  • Incorrect aftercare or maintenance
  • Use of unsuitable or harsh products
  • Excessive heat misuse

Hair is a natural product and requires proper care to maintain its quality.

7. Warranty & Time Limits

We offer a quality guarantee period of 30 days from the date of purchase.

Claims made:

  • After this period, or
  • Without evidence of an inherent defect

may be refused.

8. Return Conditions

If your return is approved:

  • Items must be returned in original packaging
  • You are responsible for return shipping costs (unless faulty)
  • We recommend tracked delivery
  • Refunds will be processed within 5–10 working days after inspection.

9. Non-Refundable Items

We do not accept returns for:

  • Opened or unsealed products
  • Used or altered hair
  • Custom/bespoke orders
  • Products damaged through misuse
  • Sale or discounted items (unless faulty)

10. Contact Us

For all return or refund requests:

Email: info@raelhairextensions.com
Brand: Rael Hair