1. General Terms
1.1 These terms and conditions apply to all sales made through our online store and offline shop.
1.2 By purchasing from us, you agree to these terms and conditions.
1.3 Nothing in these terms will affect your statutory rights under UK law.
2. Product Use Policy
2.1 All our hair products are personal-use items. For hygiene and safety reasons, we cannot accept returns, exchanges, or refunds for any products that have been used, altered, or applied.
2.2 A product will be considered used if:
- It has been removed from its original packaging.
- It has been styled, cut, dyed, washed, or otherwise altered.
- It has been installed, worn, or used to create a wig.
3. Returns and Exchanges
3.1 You may request a return or exchange for unused and unopened products within 14 days of purchase, as per the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
3.2 To qualify for a return or exchange, the product must:
- Remain unused and in its original condition, with all packaging intact.
- Include proof of purchase.
3.3 Returns will not be accepted for products that have been used or altered in any way.
4. Refund Policy
4.1 Refunds will only be issued for:
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- Faulty products that were defective at the time of purchase.
- Products returned in line with clause 3.1 (unused and within the 14-day cancellation period).
4.2 For faulty products, you must notify us within 30 days of purchase for a full refund. After 30 days, we may offer a repair, replacement, or partial refund at our discretion, in line with your statutory rights.
4.3 Refunds will not be issued for:
- Products that have been used, altered, or put on a wig.
- Products damaged due to misuse or improper care.
5. Inspection and Notification
5.1 Customers must inspect their orders upon receipt and notify us within 14 days of any issues or defects.
5.2 If you fail to notify us within this timeframe, we may not be able to process a return or refund.
6. Customer Responsibilities
6.1 Customers are responsible for ensuring they choose the correct product, as refunds or exchanges for incorrect purchases are not permitted once the product is used.
6.2 Customers must follow the care instructions provided to maintain the quality of their hair products.
7. Limitation of Liability
7.1 We are not responsible for damage caused by:
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- Improper use or maintenance.
- Use of products in ways not intended (e.g., unsuitable dyeing or excessive heat styling).
7.2 Natural variations in texture, colour, and appearance in hair products are not considered defects.
8. Online Sales Specific Terms
8.1 Customers purchasing online have the right to cancel their order under the Consumer Contracts Regulations 2013. This right lasts for 14 days from the day you receive your order. However, it does not apply to:
- Products that have been unsealed and used.
- Customised or personalised items.
9. Dispute Resolution
9.1 Any disputes arising from these terms and conditions will be governed by the laws of England and Wales.
9.2 If a dispute cannot be resolved amicably, customers may seek advice from the Citizens Advice Bureau or refer their case to an Alternative Dispute Resolution (ADR) provider.
10. Contact Information
For any questions or concerns, you can contact us at:
Phone: +44 (0)20 8801 0252
Email: info@rclhair.com
Address: Red Carpet Luxury Hair Ltd
Unit 12, Enterprise Centre, Bernie Grant Arts Centre,
Town Hall Approach Road,
London, N15 4RX