Returns and Refund Policy
Personalised Items and Final Sales
Given the personalised nature of our products and services, all sales are final, and returns are not permissible. We are, however, committed to ensuring your satisfaction and will make necessary adjustments and modifications until your desired specifications are met.
Order Cancellation
If you wish to cancel your order, you may do so within 24 hours of placing it by contacting us immediately. Beyond this 24-hour window and once processing has commenced, refunds will no longer be possible, and changes to the wig specifications may not be feasible.
Alterations and Modifications
Upon receiving your wig or hair extension product, if you encounter any issues with the initial construction or are dissatisfied with the result, please contact us within 7 days of receipt. During this time, the product must remain unaltered. Our team is available to offer advice and support to help you achieve your ideal wig. After this 7-day period, the sale is considered final, and any alterations will incur a charge.
If you wish to make new alterations that were not initially discussed, such as a different style or colour, you will need to book a service and cover the cost of these changes.
Damages and Issues
We request that you inspect your order upon receipt. If the item is defective, damaged, or incorrect, please contact us immediately to address the issue. We will evaluate and rectify the problem as soon as possible.
Missing Items
If you do not receive your order within the expected delivery timeframe, please follow these steps:
- Contact the Delivery Company: Reach out to the delivery company using the tracking information provided to you. They can give you the most accurate status update on your package.
- Notify Us: If the delivery company confirms that your package is lost or if you cannot resolve the issue with them, contact us immediately at contact@ea-hair.com. Please provide your order number and any correspondence with the delivery company.
- Investigation: We will initiate an investigation with the delivery company. This process may take a few days.
- Resolution: Depending on the outcome of the investigation, we will either send you a replacement at no additional cost or issue a refund.
Responsibility for Missing Orders
While we strive to ensure that your order reaches you safely, we do not take responsibility for missing orders if the delivery company has confirmed successful delivery. It is the customer's responsibility to provide accurate delivery information and to ensure someone is available to receive the package. Please note that this policy is in compliance with UK law (GOV.UK) (Legislation.gov.uk).
False Claims of Missing Items
To protect against fraudulent claims:
- Verification Process: We reserve the right to verify the legitimacy of any claims regarding missing items. This may include but is not limited to contacting the delivery company for confirmation and tracking information.
- Customer Accountability: If it is found that a customer has falsely claimed that an order was not received or that it went missing, the customer will be liable for any costs incurred during the investigation. Legal action may be pursued if fraud is suspected.
- Record Keeping: We maintain detailed records of all shipments, including tracking numbers and delivery confirmations. Customers are encouraged to keep their own records of correspondence and transactions.
While consumers generally have a right to cancel online purchases within 14 days of receiving the goods, this right does not apply to personalised goods made to the consumer's specifications (such as custom wigs and hair extensions). This exception aligns with the UK Consumer Contracts Regulations 2013 (GOV.UK) (Legislation.gov.uk).
Non-returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalised items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
We also do not accept returns for sale items or gift cards. If you have any questions or concerns about a specific item, please contact us.
Costs of Return
If a return is necessary due to our error (defective, damaged, or incorrect items), we will cover the cost of return shipping. For any other return, the customer will be responsible for the return shipping costs.
Complaint Handling and After-Sales Support
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us. We offer after-sales support and services to assist you with any issues related to your purchase.
Contact Information
For any inquiries regarding our return policy or to request support, please reach out to us via email at contact@ea-hair.com or by filling out the contact form on our website.
Confirmation and Delivery
We will provide confirmation of the contract on a durable medium (such as email) no later than the time of delivery. We aim to deliver goods within 30 days unless otherwise agreed with the customer (GOV.UK) .
This policy ensures compliance with UK consumer laws, particularly regarding personalised goods and distance selling regulations.