Customer Returns and the Virgin Hair & Beauty Guarantee:
A customer may return a ‘pre-stocked’ or ‘in-stock’ item within 14 days of delivery for a refund or exchange provided the item(s) meets with the criteria listed below.
Under UK distance selling regulations of personalised custom made products, our 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 or refund will be reviewed based on our Return and Exchange Guide.
Because of the resources and timescales involved in making your personalised hair extensions, you have 24 hours to cancel your order after placing it, if we do not receive a request to cancel your order within 24 hours of placing it, we will assume that you wish to proceed with your order and your selected hair type will be made into the required extensions for you. As soon as we start producing your real human hair extensions, the cancellation rights will expire. Please see the link below.
UK general distance selling regulations;
EU Distance selling regulations and custom made orders;
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 (flowers, fresh food)
• CDs, DVDs, and tapes for software, audio or video if they are unsealed (have no packaging)
• Newspapers and magazines
• Betting, gaming and lotteries
*Due to individual computer screen settings, the colour of the hair does not qualify for an exchange or refund. Our colours are industry standard however, every company's colour palette will vary slightly and your computer / device screen can show a lighter or darker tone depending on your settings. Our colour ring can be purchased for better colour matching.
Bleached & Coloured Hair Disclaimer: Of all colouring methods, bleach is potentially the most damaging, Bleaching raises the hairs’ outer cuticle, allowing the bleaching agent to fully penetrate each strand. Damage from bleach can include dry, brittle, inelastic hair, and hair that is more prone to breakage and split ends. Coloured and Bleached hair is also porous and swollen and therefore more vulnerable to other chemical and non-chemical processes - Including sulphates, curling tongs, blow-dryers and straightening irons. Our virgin hair - which is dyed, using bleach to achieve light blonde colours and dyed again to achieve special colours (such as Ombre) in our Premium range undergoes an intense and professional colouring process. We understand the damage colouring, especially bleach can do to hair however, colours including blondes are popular and in demand which is why we have given our blonde coloured hair a sensible life cycle of 2-3 months plus. We supply some of the very best coloured hair extensions in the world, we regret that because of the processes and resources used to supply coloured and blonde hair extensions, we cannot accept any refunds or exchanges if you find your coloured/bleached hair extensions difficult to manage after application as there is a known risk to bleaching/colouring natural hair. We will not accept returns or exchanges for any special colours such as Red, Purple, Yellow Green Etc as these are again customised for you. We advise that you have your hair regularly maintained by your hair stylist approx 4 weeks after your fitting for professional haircare. There are many haircare products available to help maintain coloured hair and we continue to test these products and update our haircare page. We also supply other shades of virgin non-coloured hair extensions in our superior range, please contact us to find a match for your natural hair colour.
Please order carefully and double-check your order before submitting it to us. We can be contacted at anytime before you submit your order to help you make an informed decision on your purchase.
We try to be flexible with our hair extensions and so that you can buy your real human hair extensions to suite your needs. Our flexibility applies to the styles, weights and colours. Your pre-bonded tips order may arrive as 1 set, 2 sets or 3 sets however, the total weight will be correct. For example, if you order 2 sets of 50g from the website, you may receive them as 1 set with a total of 100g. The total order may be packaged differently depending on our supplier and also for ease of shipment.
Once you have received your hair extensions, we advise that you do not colour, tone or wet them for at least 1 week, this will ensure that the newly made bonds stay firm before and after your fitting.
Returns & Exchanges Criteria For In stock Purchases
* All goods must be returned in the original condition they were received.
* Any goods returned outside the original condition will be reviewed by us to determine whether it is eligible for a partial refund, full refund or exchange as outlined in this section. A refund or exchange will not be provided for products returned in a used condition or that have been tampered with.
* Used condition and tampering includes but is not limited to: hair extensions that have
(i) been cut
(ii) been coloured, dyed, or permed
(iii) had heat applied for the purposes of straightening or curling
(iv) that have any damage inflicted as a result of tampering including traces of scents such as cigarette smoke or burning
(v) extensions that have been removed from the original packaging. While we appreciate any assurance they have not been used, these are hygienic goods and cannot be accepted back under such condition. Under the rules of distance selling, 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;". We fully support and enforce this legislation when it comes to items removed from their packaging.
* If an item is determined to be used or tampered with, you will be notified via email within 7 days of its return. You will be granted the option to pay for its return to you. If you do not reply or refuse to make payment for its return to you, the item will be held for 30 days and then destroyed.
* Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions.
* If goods are faulty or have been damaged in transit this must be reported within 2 days of receipt of delivery or they will not be accepted back for return.
* The buyer is responsible for all postage costs when returning items to us for refund or exchange. All items are dispatched from and must be returned to the address on the back of your package.
We ask that you contact us at email@example.com for specific returns instructions before posting your item to us.
We will certainly reimburse any 1st class recorded Royal Mail postage costs if the buyer is returning faulty goods or items that were delivered in error. Once the goods are returned to our premises you will receive either the refund or exchange as we have agreed and reimbursement of the type of postage costs to our business.
We will not accept liability for products lost or damaged during transit returned by you. We advise insuring all items returned to us and sending returns via recorded delivery. This service provides a tracking number should any delivery dispute arise. If a tracking number shows delivery of an item but our offices haven't received it, we reserve the right to contact Royal Mail (or other courier) to confirm the exact delivery address used. If the address is different to the one directed by Virgin Hair & Beauty, no refund or exchange shall be given
* If you choose to send back your return or exchange via unrecorded post, we will not be held liable for any delay or loss. This is in accordance with UK legislation.
* All refunds will be actioned to the original payment method provided unless otherwise agreed between you and Virgin Hair & Beauty.
* If a refund occurs after an exchange the cost of posting out the exchanged items will be deducted from your refund total.
* Any item returned that is determined to have been tampered or used will be offered to be returned to the customer. This return is at the customers expense.
* All returns must be received within 7 days of notifying us you would like an exchange or refund. It is up to the discretion of the directors to allow returns outside of this time period.
Virgin Hair & Beauty reserves the right to deduct postage costs from any refund amount for goods returned outside the time frames required by the rules of distance selling.
SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.
SECTION 2 - CONSENT
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdrawing your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at firstname.lastname@example.org.
SECTION 3 -DISCLOSURE
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
SECTION 4 - SHOPIFY
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here
SECTION 5 - THIRD-PARTY SERVICES
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at
SECTION 6 - SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
SECTION 7 - COOKIES
Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.
cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.
PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where.
SECTION 8 - AGE OF CONSENT
By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
QUESTIONS AND CONTACT INFORMATION
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at email@example.com
Terms & Conditions
Virgin Hair & Beauty®:
This website is owned and managed by Virgin Hair & Beauty.
By using this website and our services you (user/customer) agree to be bound by the terms and conditions listed below and throughout the website. We (Virgin Hair & Beauty® reserve the right to amend these Terms & Conditions at anytime without notice so we encourage customers and users to regularly check for updates. These Terms & Conditions constitute our conditions of sale.
We encourage you to email us directly at firstname.lastname@example.org if you have any questions regarding these Terms & Conditions.
The Virgin Hair & Beauty website, the design of, any material contained within and any other rights associated with the website are protected under copyright and trademark law. Nothing may be reproduced for public or commercial use without the express written permission of a partner of Virgin Hair & Beauty®. If you wish to reproduce, store, transmit or use in any way the content that appears on our website please contact us via email first. Failure to do so will result in legal action being taken against you.
Code of Conduct
Our team will always treat customer communication with politeness, kindness and honesty. In support of this, we will not offer any response to rude or aggressive communication.
We may from time to time use automatically retrieved information from anonymous sources to update the content and/or operation of our website. In addition, we may from time to time use your name and positive comments or reviews submitted by you through the website and emails to us.
We may use technology to aid the processing of your order and/or track the browsing patterns of our site visitors which can include “cookies” which would be temporarily stored on your computer during the order process. Information collected in this way can't be used to identify you unless you modify your internet browser settings.
If you have any difficulty ordering from our website after making modifications to your online security settings please contact us.
We will only use information collected about you lawfully and in accordance with the Data Protection Act (1998). We will not share any of your information with any 3rd party without first obtaining your consent or unless required under law. Under no circumstances will Virgin Hair & Beauty sell or donate your information to any 3rd party.
If you have subscribed to receive notifications and information from us directly, you may cancel these subscriptions at any time by notifying us by email that you no longer wish to receive such communication. You may also request at any time that we delete your account details and we will do so in accordance with the Data Protection Act.
You are allowed to cancel your order within 1 hour of placing your order for a full refund. If the product has already been posted to you when you request a cancellation you will be required to return it at your expense in accordance with our customer returns policy before you are granted a refund. We ask that you contact us at email@example.com for specific returns instructions before posting your item to us.
Delivery of products, associated costs and timelines
Delivery prices for orders to the UK and international are charged by the weight and value of the order. Prices may vary due to international destination of the order. We ensure that all orders placed are dispatched to customers within 1-12 business days, depending on stock availability and final destination.
We use Royal Mail, Fedex, TNT & DHL as our preferred carriers. You can insure your UK mainland delivery by selecting the Royal Mail Next Day Special Delivery option - this is a fully trackable service and is insured to the value of the parcel, as soon as your order is ready it will be sent on this service and will be insured. Express Couriers are also insured.
The standard fee will be applicable and you will be advised at the time of purchase.
International orders (outside the UK) may attract custom and duties which are payable by the customer in accordance with the rules and regulation of your country. We are not be liable for any customs or duty charges.
1) Lost or delayed parcels
Once we have dispatched your items it is the responsibility of the courier or postal service to deliver. We ask that our UK customers allow a maximum of 10-15 working days, International customers please allow a maximum of 25 days for the delivery of items due to unforeseen circumstances.
We do not consider items to be “lost in transit” until the times stated above have passed in accordance with the independent regulations of the courier or postal service. Please ensure your delivery address is correct when placing your order. If you provide an incorrect delivery address and your item cannot be delivered it may get lost in the postal system if this happens because the wrong address was supplied we cannot be held responsible for the loss or delayed return of your package.
Deliveries to Australia - Please ensure you choose the Express Courier shipping option, we recommend this shipping service to ensure your item arrives safely and in a timely manner.
2) Items Returned To Sender
If we post your item to your nominated delivery address and it is returned to sender we will contact you upon its return to us. We can re-attempt to deliver for an extra delivery cost.
3) UK Remote Areas
Occasionally we receive orders from remote areas and regions in the United Kingdom. These orders will be shipped via Royal Mail to ensure timely delivery but are not guaranteed to arrive "next business day". These areas currently include:
a) Northern Ireland
b) Isle of Man
c) Scottish Highlands- specifically postcodes beginning with, IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE
d) Channel Islands
4) Delays due to weather or strike action Virgin Hair & Beauty will not be held responsible for any delay caused by weather, unsafe travel conditions or strike action held by transport companies or associated business.
Christmas, Holidays, Bank Holidays - Delayed parcels
Once we have dispatched your items it is the responsibility of the courier or postal service to deliver. We ask that our UK customers allow 10-15 working days for the delivery items due to unforeseen circumstances such as peak season delays, strike action or chronic weather conditions.
We shall not be held responsible for any delays due to weather conditions or the typical increase in traffic during the holiday seasons.
If you have any concerns please contact us directly.
Disclaimer - Warranties
Unless expressly stated to the contrary, the fullest extent permitted by law, our website, its content providers, advertisers or linked sites shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failure of this web site or the linked sites, even if Virgin Hair & Beauty® had been advised of the possibility of such damages and irrespective of whether such damages arise in contract, tort, equity, restitution, by statute, at common law or otherwise. You have read this disclaimer and agree to it on the basis that you agree it is reasonable.
Disclaimer - Trademarks, Images, 3rd party copyright
Except where expressly state to the contrary all persons including their names and images, third party trademarks and images of the third party products, service and locations featuring on the Virgin Hair & Beauty® website. Furthermore, unless it is expressly stated on our website that certain product, service or location is connected, associated, linked or affiliated to the maker, right owners or broadcasters of a film or program you should not make such an assumption, or rely in any way on the existence of such a connection, association or affiliation with them. Where a trademark (brand name) is referred to it is used to describe or identify the products, services or locations or else it is used to identify the film or program where such goods appeared, but that is in no way an assertion or claim that such goods are endorsed by or connected, associated, linked or affiliated to the makers of the relevant film or program.
E-tail of Products and Services
By making a request or order you are offering to purchase a product which we will accept to sell to you in accordance with these Terms and Conditions. All requests are subject to availability and confirmation of the order price by us. Dispatch times may vary according to the availability and any guarantee warranties or representations made as to delivery times are limited to the rules of the postal service we choose. We are not responsible for any delay due to postal strikes, weather conditions or similar circumstances beyond our immediate control.
We are entitled to refuse any request made by you. If your order is accepted we will inform you by emailing you or by telephone call.
When making a request you undertake that all details you provide to us requesting goods or services or bids made at auction are true and accurate, that you are an authorised user of the credit or debit card used to make your request or bid and that there are sufficient funds to cover the cost of goods, service or bid. It is your responsibility to inform us of any change to these details as soon as possible.
All prices are subject to changes without notice.
These Terms & Conditions constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and Virgin Hair & Beauty™. Any waiver of any provision of these Terms & Conditions will be effective only if in writing and signed by a partner of Virgin Hair & Beauty™. Virgin Hair & Beauty is trading under a partnership please contact us at firstname.lastname@example.org to request our address.
Virgin Hair & Beauty™ is not responsible for the way in which you use any product you purchase from our business. We do not accept responsibility if any hair is installed or cared for incorrectly. This includes damage due to colour treatments, cutting, any other purpose or if any products damage your hair or skin.
Hair Care & Hair Installation
Virgin Hair & Beauty™ is not responsible for the costs or methods you choose to install and care for your new products.
Images & Photos
The images of models and hair in each item description are an approximation of colour. We do not claim that you hair will look identical to this or as the models have styled, washed and prepared their hair before each photo. Please note that colour can be shown differently on every computer screen so we cannot be responsibility for any variation. We provide all items in clear packaging so you can view extensions before removing from packaging or wearing.
You are agree to indemnify, defend and hold harmless Virgin Hair & Beauty™, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including but not limited to legal fees) arising from, without limitation, your use of our website or services, your breach of the Terms of service, your infringement of any intellectual property right or any other right of any person or entity, or you breach of any duty of confidence or privacy, or any defamatory statements made by you in any form.
These Terms & Conditions are governed by the Laws of England and any arising disputes resulting from the use of our website or services shall be dealt with in the English courts. These terms and conditions are to be construed in accordance with the laws of England and irrespective of your place of domicile.
Any dispute in any way referable to the content of this site whether in respect of its trademarks, copyright or image content shall be resolved exclusively by arbitration. The terms of which are to be agreed between Virgin Hair & Beauty™ and yourself and provide no right or recourse to any relief of the UK courts whether interim or otherwise and that by accessing this site you waive your right for all time to such right.
Limitation of Liability
Virgin Hair & Beauty, its partners or affiliates or any party involved in creating, producing or delivering our services, or any website linked to our site or services, shall not be liable in any manner whatsoever for any direct, incidental, consequential, indirect, special or punitive damages arising out of your access, use or inability to use this service or any site linked to this service or in connection with any failure of performance, error, omission, interruption, defect, delay in operation or transmission, computer virus or line or system failure.
We shall also not be liable for any damages or losses arising in contract, tort or otherwise: including lost profits, loss of business, or date: business interruption, damages and/or other consequential losses that result from your use of or inability to use the service and/or from any action taken by you as a direct result of using material provided on the Virgin Hair & Beauty™ website. This includes sites accessed through links from the Virgin Hair & Beauty™ website.
Payment & Currencies
Upon checkout a breakdown of all fees will be shown including postage costs in GBP. While the content of your cart may be displayed in the currency you have selected, you will checkout using GBP at the most current exchange rate. We use a standard currency converter. Your own bank's exchange rate may vary slightly which is why we can only determine the GBP excahnge rate at the point of purchase.
We accept most major credit & debit cards. Card payments are processed using the payment gateway PayPal.
Under no circumstances will we ask you to send us credit card information via email or post. Unless previously agreed, please do not send cash, cheques, money orders or credit card information via the post to us. We do not accept this as a payment method and all non-cash will be destroyed. Any monies posted will be donated to charity.
You will not: commit or encourage a criminal offence, send or receive any material which is any way offensive or obscene, or in breach of confidence, copyright, privacy or any other rights; act contrary to contrary to the acceptable use polices of any linked sites or community standard generally: transmit or distribute a virus; hack into any aspect of our services; corrupt data; cause annoyance to others users of our site or services; infringe upon the right of any other person’s trademarks or other proprietary rights; send any unsolicited advertising or other promotional material, commonly referred to as “spam”; or attempt to affect the performance or functionality of any computer facilities of or accessed through our website.
Virgin Hair & Beauty reserves the right to void any transaction. Any voided transaction will have funds returned to the original credit or debit card within 5 business days or at the discretion of the merchant facility.
Virgin Hair & Beauty works actively with local law enforcement to prevent online fraud. Any customer suspected of committing a fraudulent transaction will have their registered details provided to national and international police.
All information and material submitted by you to Virgin Hair & Beauty or that you publish on any public area of the Virgin Hair & Beauty website shall be provided by the submitter and accepted by the Virgin Hair & Beauty website on a non-confidential basis subject to our Terms & Conditions. Furthermore, we shall be granted a perpetual royalty-free non-exclusive license in the copyright of any material submitted and we shall be free to use, edit, copy, republish and distribute (for any legal purpose) and authorize others to do the same, any such information or material and any ideas contained in such information or material.
Virgin Hair & Beauty may at any time terminate or suspend any part of our services without notice.
Variation of Content
Virgin Hair & Beauty shall have the right and absolute discretion at any time and without notice to amend, remove or vary any of the content supplied in connection with our services or which appears on any page of the Virgin Hair & Beauty website.
VAT & Customs
Value Added Tax (VAT) is charged at the current rate of 20% and is already included in the costs. The buyer is solely responsible for any import fees, taxes or other charges applied specifically within their country or state. VAT will be changed in accordance with any increase or decrease directed by the UK government and legislative bodies.
Virgin Hair And Beauty
Virgin Hair And Beauty Ltd, is a company based in United Kingdom. Our full details and address is available on request.