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Customer Exchanges and the Virgin Hair & Beauty Guarantee:

You can exchange your order if there is a fault with your hair extensions and if the hair colour you have selected is 1 colour; ie virgin (V,1b) dark brown (2,3,4,6) or light blonde (613, 22, 24, 16, 60). All other colours are considered uncommon colours and are not eligible for exchange.

We do not accept returns for balayages, highlighted hair, 2 tones, reds/red tones, purples or special colours unless there is a fault with the extension fitting, if there is a fault, your order will be exchanged.

We do not accept returns for hair pieces, hair closures or wigs.

We are predominantly a custom made and made to order service, your real human hair extensions are custom made to match your hair colour or hair colour of your choice.

Please find our guide below on how to exchange your human hair extensions order if its one colour, if there is a fault and if its one of the colours listed above.

A customer may return an ‘in-stock’ item within 14 days of delivery for a refund or exchange provided the item(s) meets with the criteria listed below.
(please note the exclusions above)

If you are unhappy with your order;
Please follow the steps below;

1. Send us an email with pictures - within 24 hours of receipt of your item(s).
The hair extensions you receive must not be worn or installed if you would like to exchange or return them.

2. Explain the problem in as much detail as possible.

3. We will look into your request and get back to you within 24-48 hours with a quick and hassle free exchange option in the first instance.

Note, If you discover a fault within the first 2 weeks of installing your hair extensions please contact us within 14 days of receipt and follow steps 1 and 2 above, step 3 will also apply. If we agree to an exchange, your order must be returned back to us within 14 days and as based on the return instructions you receive.

Investing in real human hair extensions will save you time and money in the long run - to avoid disappointment, please use our colour matching service or contact us via the live chat to ask any questions prior to placing your order.

We use professional hair colours only, resulting in beautiful, intense long lasting lustrous colour. Please see our work on Instagram

What if you want to cancel your order?
You have 24 hours to cancel your order after placing it, otherwise the order will be considered as confirmed, production will take place and the right to cancel will expire.

A ‘pre-stocked’ or ‘in-stock’ item may also be returned within 14 days of delivery for a refund or exchange only if it meets the criteria stated in our Terms & Conditions (see above).

Before placing your order, please make sure you have chosen the right colour(s) on the website from our colour palette which specifies in great detail all available colours and highlights. If you choose to send in a picture for us to copy or match to, we will match it as closely as possible.
Different hair types react differently with colour, therefore the final result will be a close match, not an exact match.

Our detailed free online colour matching service can also help you choose. Just send us a clear picture of your hair taken in natural light.

Please order carefully and double-check your order before submitting it. We can be contacted at anytime before you submit your order to help you make an informed decision on your purchase. *Please also take a look at the delivery information for the production time of your order.

Under UK distance selling regulations of personalised custom made products, custom made hair extensions which have been made to your specific requirements such as your chosen hair type, size, style colour etc are not legally eligible for exchange or refund unless the item is faulty. Faulty meaning; 'not working or made correctly; having defects'. Fault and defects apply to the attachment of the extensions, eg. bonded tips, clips, sewn or lace areas. Faults include any long term shedding which could be attributed to craftsmanship. Each request for an exchange will be reviewed based on our Return and Exchange Guide.

UK general distance selling regulations;
https://www.gov.uk/accepting-returns-and-giving-refunds

EU Distance selling regulations and custom made orders;
http://www.ukecc-services.net/service.cfm?code=1151&view=both

The regulations state that:

• You must be given clear information about the goods or services before you buy,
• Goods must be delivered within thirty days unless agreed otherwise
• There is a ‘cooling off period’ where you can cancel the contract to buy for any reason

The cooling off period begins as soon as an order has been made. For goods (such as books or electrical items) it ends seven working days after the day you get the items.

The cooling off period and right to cancel do not cover contracts for:

• Goods made to the your specification (custom-made/personalised)
• Perishable goods (products which will naturally perish over time)
• CDs, DVDs, and tapes for software, audio or video if they are unsealed (have no packaging)
• Newspapers and magazines
• Betting, gaming and lotteries

*Virgin Hair And Beauty is not bound by law to accept exchanges or returns on our custom made human hair extensions. However, based on a recent review of our business, we do facilitate some exchanges based on the terms we have listed above and on our exchange and return guide.