REFUNDS & RETURNS

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 23/01/2014.

When you receive your item, you must check it within 48 hours of receipt and always before use.

Please ensure that a returns authorisation number is obtained before attempting to return any items to us (this can be requested by email to orders@cwhair.co.uk ).

YOUR RIGHT TO CHANGE YOUR MIND

You have 14 days to cancel your order under our 14 day return period policy, which starts on the day after you received the item.

We are unable to accept the return of the following items unless they are returned unopened (i.e. no broken seals) and/or in the original condition at point of receipt or faulty (please see the section headed 'Damaged or faulty items' below):

  • Certain clothing, all footwear and accessories (these must be returned with the tags attached/ labels / seals intact)
  • Jewellery and watches (due to health and safety reasons)

WRONG ITEM RECEIVED

We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you.

To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.

DAMAGED OR FAULTY ITEMS

Please accept our apologies if you have received an item that is damaged or faulty. We know how irritating this can be and will resolve it as quickly as possible.

If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.

Our Returns Policy for faulty items upholds your statutory rights.

ITEM NOT RECEIVED

We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you.

To receive a refund or a replacement, you must inform us that you have not received your item within 14 days from the day on which you received an email from us confirming that the item had been dispatched.

YOUR STATUTORY RIGHTS

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

WHAT TO DO TO RETURN YOUR ITEM TO US

  • Contact us through your account via orders@cwhair.co.uk .
  • You must inform us of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to.
  • Please package the item securely and include inside the package your order number, name and address.
  • You must obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything and without it, we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
  • If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.

Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

RETURNING ITEMS PURCHASED AS PART OF A SPECIAL OFFER

Where you have purchased a number of items as part of a special multibuy offer (e.g. buy one item and get another item free) and you subsequently wish to return one of the special offer items, if one or more of the special offer items has already been dispatched we will ask you to return to us all items forming part of this special offer (in the condition set out in the 'Your right to change your mind section' and in accordance with the process set out in 'What to do to return your item to us') in order to receive a refund. Please contact our customer services team for further information.

If none of the special offer items have been dispatched, then you may cancel your entire order from 'My Account' section of the website.

If you believe that one of the special offer items is faulty, please see our 'Damaged or faulty items' section.

WHAT WE'LL DO NEXT

All products returned to us are checked by our Returns Department.

If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).

Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.

We will refund the original credit/debit card/PayPal account used to purchase the item.

RETURN OF REPLACEMENT GOODS

If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.

COST OF RETURNING ITEMS

Please note that we can only refund the postage costs for returning an item where:

  • we sent you the wrong item, or
  • the item is damaged or faulty; or
  • where you are returning a substitute or replacement item which you do not want to keep.

We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

COMPLAINTS

If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter. Please contact our customer service representatives on at orders@cwhair.co.uk  or by post at 10 Allandale Road, Leicester, LE2 2DA.