Refund policy
Returns & Refunds Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it—unused or unworn and unopened, with tags and/or seals attached and in its original packaging. You’ll also need the receipt or other proof of purchase.
To start a return, please contact us at info@hairglo.co.uk
Returns must be sent to the following address:
Hairglo
451 Bromley Road
Downham
BR1 4PH
United Kingdom
If your return is accepted, the customer will be responsible for the cost of delivery fees for any items or orders returned to us. We will inform you where to send your package. Items sent back without first requesting a return will not be accepted.
If you have any questions about returns, please contact us at info@hairglo.co.uk
Damages and Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item. We’ll evaluate the issue and make it right as quickly as possible.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including but not limited to:
- Custom or personalised/ bespoke products (including wigs & hairpieces)
- Personal care and beauty products
- Items with tags, labels or seals removed
- Worn or used items cannot be returned
- Hazardous materials, flammable liquids, or gases
We also do not accept returns on sale items or gift cards.
If you have questions or concerns about a specific item, please get in touch before purchasing.
Exchanges
The fastest way to ensure you receive the item you want is to return your original item. Once your return is accepted, you can place a new order separately.
Refunds
We’ll notify you once we’ve received and inspected your return and inform you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@hairglo.co.uk
Guidelines
Please make sure the items are packed and you have included the original packing slip while returning them as this may cause a delay in the returns process. Some items cannot be accepted for return for hygiene reasons. Please read the exclusion items which come under this.
We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods.