Returns and refunds
Start a return request
Request a return within 30 days of delivery by emailing [email protected]. Include your order reference, the product name, the quantity or pack concerned and why you are returning it. If you cannot find the reference, provide the name and email used for the request so we can identify the matter. Contact us before posting anything: the registered company address is not an automatically authorized return address. Return items within 14 days after instructions are issued.
Unused, clean and complete accessories
Items must be unused, clean and complete with their original components. An opened item is not automatically excluded, but it must remain unused and suitable for resale. Opening packaging to view a comb or check a clip is not a blanket hygiene exclusion. Do not put a change-of-mind item into hair or salon use, wash it, alter it or apply styling products while deciding whether to return it. Keep all pieces supplied with the named item, including the full listed clip pack; do not add unrelated props or accessories shown only for illustration.
Check condition and package safely
When explaining condition, identify any bent or missing comb teeth, damaged plastic tail, loose folding pivot, cracked claw, bent spring or closure problem you noticed. Do not force a clip closed or attempt a repair to demonstrate a fault. Protect comb teeth and pointed tails and prevent clips from knocking against one another in transit. Retain original packaging where available and use protective outer packaging. Ask for clarification if the instructions do not address a damaged or incomplete pack rather than discarding relevant pieces.
Damage, incorrect items and return costs
Report visible transit damage promptly, ideally within 7 days, with photographs where available; this request does not remove rights that cannot lawfully be limited. Describe whether the parcel, product or included quantity is affected and keep packaging until the issue is resolved. You pay change-of-mind return postage; we cover reasonable return postage for an incorrect or damaged item after agreement. Contact us to agree the return arrangements before incurring that expense. There is no restocking fee. A return request is not a promise of an automatic label or immediate replacement.
Inspection and approved refunds
After receipt we inspect within 5 business days and issue an approved refund to the original payment method within 5 business days. Bank processing can take additional time. Original outbound postage is not refunded for a change of mind; it is refunded for a full return caused by our error. Explain any concern about the inspection or refund using the same reference so we can review it. Checkout does not charge funds: cancelling an unpaid request is not a refund of a website charge. For cancellation before dispatch, consult the Service policy. These procedures do not exclude non-waivable consumer rights.