Refund policy

Refunds & Returns Policy

We aim to make our returns process as clear and straightforward as possible. Please read this policy carefully before requesting a return.

This policy applies to purchases made from Beauty Spot Warehouse. Nothing in this policy affects your statutory rights.

Cancelling an Order Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible using the contact form on our website.

If your order has not yet been dispatched, we will cancel the order and issue a full refund, including any delivery charges paid.

If your order has already been dispatched, you may still have the right to return it in accordance with the online returns section below.

Online Returns - Change of Mind

If you purchased your item online, you have the right to cancel your order within 14 calendar days from the day after you receive your goods, unless an exemption applies.

Once you have notified us that you wish to cancel, you then have a further 14 calendar days to return the goods to us.

To request a return, please contact us using the contact form on our website and include your full name and order number. You do not need to provide a reason for your return, although any information you choose to provide may help us improve our service.

Items must be returned in a resaleable condition. They must be unused, unopened, and in their original packaging, with any seals, tags, hygiene protection, or security packaging intact where applicable.

You are responsible for the cost of returning unwanted goods to us, unless the item is faulty, damaged, incorrect, or otherwise not as described. We strongly recommend using a tracked postage service and obtaining proof of postage, as you are responsible for the goods until they are received by us.

Once we receive your returned item, we will inspect it to confirm that it meets the return conditions. If approved, we will refund the price paid for the returned item and the standard delivery charge originally paid, where applicable. If you selected a premium or enhanced delivery service, we will only refund up to the cost of our standard delivery option.

Refunds will be issued to the original payment method. We will process your refund within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have sent the goods back, whichever is earlier. Please note that your bank or payment provider may take additional time to make the funds available.

We reserve the right to make a reasonable deduction from any refund if the goods have been handled beyond what is necessary to inspect them, or if they are returned used, damaged, incomplete, or not in their original condition.

Products That Cannot Be Returned for Change of Mind

For health, hygiene, and safety reasons, certain products cannot be returned for change of mind once opened, unsealed, used, worn, fitted, or otherwise handled in a way that makes them unsuitable for resale.

This may include, but is not limited to:

• Hair extensions and hair pieces where hygiene seals, packaging, bands, tags, or securing ties have been removed or tampered with

• Cosmetics, beauty products, skincare, haircare, and personal care items that have been opened, used, or unsealed

• Piercing jewellery, earrings, or other hygiene-sensitive items where the packaging or hygiene seal has been opened or broken

• Custom-made, personalised, or specially ordered items

These restrictions do not apply where the item is faulty, damaged, incorrect, or not as described.

Faulty, Damaged, Incorrect, or Not as Described Items

If you believe your item is faulty, damaged, incorrect, or not as described, please contact us using the contact form on our website as soon as possible. Please include your full name, order number, details of the issue, and photographs where possible.

If your item is confirmed to be faulty, damaged, incorrect, or not as described, we will offer a suitable remedy in accordance with your statutory rights. This may include a refund, repair, replacement, or price reduction depending on the circumstances and the time that has passed since delivery.

If you reject faulty goods within 30 days of receiving them, you may be entitled to a full refund. After 30 days, we may offer a repair or replacement in the first instance, where appropriate. If a repair or replacement is not possible, is unsuccessful, or cannot be provided within a reasonable time, you may be entitled to a refund or price reduction.

Where goods are faulty, damaged, incorrect, or not as described, we will cover reasonable return postage costs or provide return instructions. Please do not return items without contacting us first, as this allows us to provide the correct return process.

Returned items will be inspected upon receipt. If the issue is confirmed, we will process the appropriate remedy. If no fault is found, or if the issue has been caused by misuse, accidental damage, incorrect application, alteration, poor maintenance, or normal wear and tear, we may refuse the refund, repair, or replacement and may return the item to you.

Hair Extensions

Hair extensions are hygiene-sensitive products and must be returned in their original condition if being returned for change of mind. We cannot accept change-of-mind returns for hair extensions that have been opened, worn, fitted, brushed out, altered, coloured, tinted, bleached, chemically treated, cut, washed, heat-styled, damaged, or removed from their original securing ties, packaging, tags, or hygiene seals.

This does not affect your statutory rights if the product is faulty, damaged, incorrect, or not as described.

Where a fault is alleged, the item may need to be returned to us for inspection. We will assess whether the issue appears to be a manufacturing fault or whether it has been caused after delivery, including through fitting, removal, alteration, chemical treatment, heat damage, incorrect use, or general wear and tear.

Beauty Spot Warehouse is not responsible for any third-party fitting, removal, colouring, styling, or re-application costs unless required by law.

Exchanges

Where appropriate, we may offer an exchange instead of a refund. Exchanges are subject to product availability and the condition of the returned item. If an exchange is not available, we will process the appropriate refund or remedy.

In-Store Purchases

Purchases made in-store are not covered by online cancellation rights. This means we do not have to offer a refund or exchange simply because you have changed your mind, chosen the wrong item, or no longer want the product. All hair and jewellery purchases are final.

This does not affect your statutory rights if an item purchased in-store is faulty, damaged, incorrect, or not as described.

Unauthorised Returns

Please contact us before returning any item. Items returned without prior contact may be delayed, refused, or returned to you, particularly where we cannot identify the order or confirm that the item meets the return conditions.

How to Contact Us

To request a return, report an issue, or ask a question about this policy, please contact us using the contact form on our website.

Please include your full name, order number, and details of your request so that we can assist you as quickly as possible.