Refund policy

We aim to make our returns process as clear and straightforward as possible. Please read the following information carefully to understand your rights and responsibilities.

If you wish to cancel your order before it has been dispatched, you will receive a full refund, including any shipping costs paid. If your order has already been dispatched, you must contact us within 14 calendar days of the delivery date to request a return.

To initiate a return, you must contact us using the contact form on our website. When submitting your request, please include your full name and order number. While providing a reason for the return is not required, it is appreciated as it helps us improve our service. Where appropriate, we may also be able to offer an exchange. We aim to respond to all return requests as quickly as possible, however, please allow up to 2 business days for us to review and respond. Please note that items returned to us without prior contact and approval will not be accepted.

If your return request is approved, the item or items must be returned in the same condition in which they were received. This means that all items must be unused, unworn, and in their original, unopened packaging. You are responsible for the cost of returning the item or items to us, and you must use a tracked postage service and obtain proof of postage. We cannot issue a refund for any item that is lost during its return journey.

Once we receive your returned item or items, they will be inspected to ensure they meet the required conditions. If we are satisfied that the items are unused and in their original condition, we will issue a full refund for the cost of the item. Please note that original shipping costs are non-refundable. While refunds are usually processed promptly, it may take up to 10 business days for your bank to complete the transaction.

If you believe that your item is faulty or defective, you must contact us within 14 days of the delivery date using the contact form on our website. You will need to provide your full name, order number, and details of the fault. Depending on the situation, we may offer a repair or replacement. The item must be returned to us for inspection using a tracked postage service, and you must obtain proof of postage. We cannot issue a refund for any item that is lost during return transit.

After receiving the item, we will inspect it to confirm that the fault or defect is present and can be verified. If we are satisfied that the fault is as described, we will issue a full refund for the cost of the item. Original shipping costs are not refundable. If we determine that the item is not faulty, or that the fault has been caused by misuse or damage after delivery, no refund will be issued and the item may be returned to you.

Additional conditions apply to hair extensions due to the nature of the product. Hair extensions must be returned in their original condition and colour. We cannot accept returns if the hair has been coloured, tinted, bleached, chemically treated, or damaged. Failure to use recommended aftercare products may also invalidate a return. Hair extensions are considered a consumable product, and faults must be reported within one month from the purchase date.

We do not recommend colouring or using silver or purple shampoo on human hair products, as they may have already undergone chemical processing. If the hair has been altered in any way, the return will be void and will not be accepted. Goods are not considered faulty if their condition has deteriorated due to poor maintenance, incorrect application, or failure to follow aftercare guidance. If no fault is found, or if the hair has been altered or damaged by the customer, the item will be returned and no refund or replacement will be issued.

Online purchases may be returned to our Online Centre. Alternatively, returns may be made at any Beauty Spot Warehouse store only if prior notice has been given to Head Office as part of the return communication. Please note that purchases made in-store are not covered under distance selling regulations and are non-refundable.

If you have made an error when ordering hair extensions, please contact us as soon as possible and we will do our best to assist you. We recommend that all professional hair extensions are applied by an experienced professional and that a consultation takes place prior to application. Beauty Spot Warehouse will not be held responsible for any costs incurred as a result of faulty goods, including removal or re-application costs. Damage caused during fitting or failure to follow recommended aftercare will not result in a successful return or refund.

If you have any questions regarding this policy, please contact us and we will be happy to assist you.