Refund policy
By confirming your order with WAVE Hair Extensions, you are deemed to have accepted our terms and conditions of supply. In accordance with federal health regulations and the nature of the product, all of our hair extensions and units are final sale.
Returns
Prior to shipping, we reserve the right to decline, reject or similarly cancel any order or part order without notice and refund or credit Trade (B2B) any payment in full. All goods remain the property of WAVE Hair Extensions until paid for in full. We strive for customer satisfaction. If you are unsatisfied, please contact us and process your return within 7 days of receiving your order.
Customers remain covered by the 14-day return right for faulty goods. If an item arrives damaged, of unsatisfactory quality, or not as described, please process your return within 14 days of recieving your order. Please email Hello@wavehairextensions.co.uk
Any returned goods that we receive which are outside of the Returns Policy will be returned to the billed clients within 7 days of receipt, a reason for this decision will be provided. We will return the returned goods back to you at your cost and payment for postage will be required before dispatch with our Customer Service Team. If the payment is not made within 91 calendar days the item will be destroyed. Returns are accepted for unused, unopened products in their original packaging. We do not accept returns for products that have been worn, altered, or damaged.
A £1.50 fee per product is charged on a returned order to cover the cost of packaging and all used packaging is recycled on behalf of the client. Orders returned through a Trade Account (B2B) will receive store credit. This does not affect your statutory rights
Any issue with your order should be brought to the attention of our customer service team so we can try to resolve this problem for you. Customers will be responsible for return shipping fees. Orders that are labelled as high risk or having a different shipping/billing address will immediately be cancelled and refunded, with no exceptions.
Exchange:
To be able to qualify for an exchange please make sure you notify us of any issue within 7 days of receipt of product or service. We also cannot offer exchange for an item that is not in its original condition, If it is damaged or has had a lot of products applied to it for reasons not due to our error.
Any item that is returned more than 7 days after delivery UK or 10 days after delivery Outside UK
Exchange (if applicable). Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange. You have to ensure that the hair has not been altered by washing, applying products, or removing from the packaging to get an exchange.
If you are approved, then your exchange will be processed within a certain amount of days.
Faulty Items:
While we maintain high-quality standards, natural variations in color, texture, and length may occur. In the unlikely event any of our products appear to be faulty upon receipt of delivery please report to our customer services team within 14 days of recieving your order. If required, these items will then be requested to be returned to WAVE Hair Extensions Trade Limited for further inspection with our Quality Assurance Team. It is essential that all products must be returned in their original shipped condition and original undamaged packaging, removing the product from the gold/silver tie or seal you are confirming the product is fit for purpose and of satisfactory quality.
In the unlikely event, you or your client are not happy with the quality of our products a Hair Report Form is required, this form is required before a return, and to be reviewed by our Quality Assurance Team. If a product is received without an approved Hair Report Form this will not be processed until the Hair Report Form is received. Failure to provide the completed paperwork within 91 days will result in the goods being destroyed. We will acknowledge your completed Hair Report Form within 48 hours of receipt and all reports will be resolved within 30 days.
On acceptance of the completed Hair Report Form, we may request for full product removal and return to its current condition within 7 days of the completed report.
If your product is deemed faulty by WAVE Hair Extensions Trade Limited, a replacement of the returned product will be issued with the purchase of the WAVE Hydrate System. If your product is deemed faulty due to client neglect, the product will be returned at the customers expense. Please request the product return within 91 days of confirmation alternatively it will be destroyed.
Please note that due to the texture of the curly hair extensions shedding may occur over time due to wearing, washing, and combing the hair. We advise against using heat products that can damage the hair extensions. Please note that WAVE Hair Extensions shall not be held liable for any damage resulting from general wear and tear including shedding, tangling and knotting of the hair.
Other Information
Our hair extensions undergo an elaborate colouring/bleaching process to achieve our desired colours. However, this process renders our hair susceptible to shedding. By agreeing to our terms of service, you acknowledge that we do not offer refunds on grounds of shedding for this reason. Nevertheless, our hair extensions come with a 30 day warranty. If you experience any shedding within 30 days of purchase, you must contact our customer service team immediately upon receiving the product. The hair extensions must remain in its original condition, unworn, unwashed, uncut, or unaltered in any manner. Please note that we shall not accept returns for hair extensions that have been removed from its packaging and have been worn.
When purchasing our blonde human hair extensions, you will be required to take extra care as they are more susceptible to damage during wear. The need for top ups or replacement packs will be greater with these types of shades than with darker or natural tones. Hair extensions are dyed during the manufacturing process, some pigments may wash out after a few washes. There's no need to worry about this since it's perfectly normal. If you want to wash your hair extensions or units always use colour protection products and do not use deep cleansing shampoos. Always use SULPHATE FREE shampoo/conditioner and products. As a result of the highly bleached nature of our blonde shades, they may have a shorter lifespan than our darker shades.
Shipping:
We will confirm the shipping details with you once an exchange is agreed.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We recommend that you always use a trackable shipping service. We do not guarantee that we will receive your returned item. Please note that WAVE Hair Extensions is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.
Save all packaging materials and damaged goods before filing a claim.