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Returns Policy

Hairhouse Warehouse aims to provide quality, professional products that you will use and enjoy. We also acknowledge that you may not be happy with the product you have received. Our returns policy has been created to provide as much comfort and flexibility for our customers within set limitations.

Below is our returns policy that applies for all products listed on the website for purchase.

 

Returns:

Products can be returned to us within 30 days, however we only offer free pick up and re-delivery if you report your exchange or return within 7 days of receiving your product.

Once the product is back with us, we will either exchange or replace it, or provide you with a website voucher equivalent to the value of the product/s being returned.

You may also request a refund in the case of returning within 7 days; other refunds will be subject to a handling fee as shown below.

 

Types of Returns:

For clarification on the different kinds of return situations, please read below:

1. To return an unwanted, non-defective product, for a website credit, it must be:

  1. Returned within 30 days of the product(s) being delivered
  2. Undamaged and unused, with the original labels still attached
  3. In the original packaging, which must be undamaged and in its original condition
  4. Note: If return is requested outside of the 7 day period, the cost of sending the product back to us will be for your own account
  5. Note: Once we have received your returned product and it has been cleared by Hairhouse Warehouse Quality, you will receive a credit voucher equivalent to the cost of the returned item

2. To return an unwanted, non-defective product, for a refund, it must be:

  1. Returned after 7 days but within 30 days of the product(s) being delivered
  2. Undamaged and unused, with the original labels still attached
  3. In the original packaging, which must be undamaged and in its original condition
  4. Note: Once we have received your returned product and it has been cleared by Hairhouse Warehouse Quality, you will receive a refund equivalent to the cost of the returned item, minus a 15% handling fee as well as a further deduction if it's deemed the packaging was damaged and/or the product used.
  5. 15% handling fee will also be charged for products returned after 7 days from delivery

Please note that if you are making an exchange for a different size or colour of the same product - the cost of having the products couriered back to us, is for your own account.

 

2. Returning products that are not what you ordered:

If an incorrect product is delivered to you by mistake (i.e. it’s not the product you ordered), we will arrange to collect the product from you, and we will deliver the correct product to you as quickly as possible.

Please don’t remove the product from its original packaging. Simply contact our customer service team at [email protected] to notify us, and we will take care of the rest.

 

3. Returning defective or damaged products:

We do our best to ensure that the products we deliver to you are of a high quality. If you have received a product with a defect or fault, we will gladly replace the exact product at no additional cost to you. Where a replacement product is not available, your account will be credited.

Our 7-day drop-and-collect replacement promise entitles you to a replacement of a damaged or defective product within 7 days of receipt. For your convenience, our courier will collect the defective product.

Our 6-month replacement warranty entitles you to have your product replaced at our expense if the product is found to be defective or faulty, or unsuitable for the purpose generally intended.

Please note that if the product is found NOT to be defective or damaged, you will NOT be entitled to any replacement or credit, but will instead be liable for the costs incurred in having such a product returned to Hairhouse Warehouse, and then redelivered to you should you request a refund.

Faults resulting from normal wear and tear as the product is used or damage arising from incorrect usage of the product with NOT be regarded as defects and will NOT entitle you to any replacement or credit under the above 7-day drop-and-collect replacement promise, or the 6-month replacement warranty.

Certain products may come with a supplier’s warranty in excess of Hairhouse Warehouse's 6-month replacement warranty. If so, this will be stated in the product listing on the site. If the product you received is found to be damaged or defective, and it is within the supplier warranty period, we will replace the product at our expense, or process an account credit if a replacement product is not available.

 

4. Non-returnable products:

We cannot offer exchanges, replacements or website credits on the following products, unless they are faulty or not as described:

  1. Cosmetics (including make-up, beauty, hair, nail and skin products) and fragrances where the original packaging has been opened, or where the seal has been broken.
  2. Pierced earrings and other pierced body jewellery where the original wrapping has been opened.

This policy does not affect your statutory rights relating to faulty or incorrectly described products.

 

Exchanges:

Products can be exchanged for a different size or colour of the same product, provided that the preferred size or colour is available. This option is available within 30 days of delivery and is only available for products that have a size or colour variation.

If your preferred size or colour is not available, or you want a different product, please return the unwanted product and place a new order.

It’s important that any unwanted product, unless faulty, is returned in a re-saleable condition. This means that you have kept all original packaging and labels, and that the product is undamaged and unused. We reserve the right to refuse a return or an exchange if products are returned damaged, or not in a saleable condition.

Please note that if you are making an exchange for a different size or colour of the same product - the cost of having the products couriered back to us, is for your own account.