Customer Returns and the HeavenlyHair Guarantee (Retail Customers Only – Wholesale customers see further down)
A customer may return any item within 7 days of delivery, for a refund or exchange provided the item(s) meets with the following criteria:
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 refund or exchange as outlined in this section. A refund or exchange will not be provided for products returned in a used condition or if it has 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 effect
(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 cardboard backing in the original packaging. While we appreciate any assurance they have not been used, these are hygenic 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.
Returns must be requested within 7 days of receipt of delivery. Returns will not be accepted after 7 days unless goods are faulty. Goods are not considered faulty if their condition deteriotes due to poor hair management or poor application of extensions.
Our goods are not shipped faulty. In the event that a Halo wire breaks, please contact us for a replacement wire As this is a hygenic product we cannot accept back items simply because a clip isn’t working after the product is removed from its packaging. We will however replace any broken clips or suppy extra pieces to replace a weft with a broken clip.
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 our head office address via registered post to ensure the parcel can be tracked.
We ask that you contact us at [email protected] for specific returns instructions before posting your item to us.
We will certainly reimburse any postal costs if the buyer is returning 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 you have requested and reimbursement of postage costs.
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 show delivery of an item but our offices haven’t received it, we reserve the right to contact An Post to confirm the exact delivery address used. If the address is different to the one directed by HeavenlyHair, 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 laible for any delay or loss. This is in accordance with all Irish legislation.
All refunds will be actioned to the original payment method provided unless otherwise expressly agreed between you and HeavenlyHair. This will occur within and no more than 28 days after we receive your return.
If a refund occurs after an exchange(s) 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 via email. 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 this time period.
HeavenlyHair 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.
Delivery of products, associated costs and timelines
Delivery prices for orders within the Ireland are charged by the weight and value of the order. Prices may also vary due to the international destination of the order. We ensure that all orders placed are dispatched to customers within 1 business day, depending on stock availability.
The majoirty of our orders are sent via our courier service.
International orders (outside of Ireland) may attract custom and duties which are payable by the customer in accordance with the rules and regulation of your country. We shall not be liable for any customs or duty charges.
At our discretion
1) Lost or delayed parcels
Once we have dispatched your items it is then the responsibility of the courier to deliver. We ask that our Irish customers allow 7 working days for the delivery items due to unforeseen circumstances such as strike action or chronic weather conditions.
We do not consider items to be “lost in transit” until a certain amount of time has passed in accordance with the independent regulations of the courier service. If an item is lost we will provide an immediate replacement or refund, as directed by you, at no further cost to you.
2) Items Returned To Sender
If we courier your item to your nominated delivery address and it is returned to sender we will contact you upon its return to us. For Irish addresses we are happy to make as many courier atttemps as you require, however this will be at your expense. If you require a refund, the cost of postage will be deleted from the amount initially paid at point of sale.
If you provide an address to us that is incorrect or undeliverable, we will need to wait for it to be returned to sender before a refund or new parcel can be sent to the correct address.
3) Delays due to weather or strike action
HeavenlyHair will not be held responsible for any delay caused by weather, unsafe travel conditions or strike action held by transport companies or associated business. Customers are welcome to return items at their expense for a full refund if an item arrives late – in accordance with our returns policy.
Disclaimer – Warranties
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