At WAVE Hair Extensions, we want you to feel confident ordering from us.

We understand that choosing hair extensions online can sometimes mean changing your mind about a shade, length, texture or fitting method. We therefore accept eligible returns and exchanges, provided the products remain unused, unaltered and, where applicable, fully sealed.

Because hair extensions are personal, hygiene-sensitive products, additional return conditions apply once a tamper-evident seal has been broken.

Nothing in this policy affects your statutory consumer rights.

This policy applies to products purchased from WAVE Hair Extensions Ltd through wavehairextensions.co.uk.

1. Consumer returns, changed your mind?

If you are purchasing for your own personal use, you may notify us that you wish to return an eligible product within 14 days of receiving your order.

Once you have notified us, you must send the eligible products back to us within a further 14 days.

To be eligible for a change-of-mind return:

• the product must be unused and unworn
• hair extensions must remain attached to their original tamper-evident hygiene seal
• all original packaging must be retained
• the product must not have been installed, washed, cut, coloured, toned, heat-altered, chemically treated or otherwise altered
• accessories, haircare and other products must be unused and returned in a condition suitable for resale

Please contact hello@wavehairextensions.co.uk before returning your order so our Customer Care team can provide the appropriate return instructions.

Hair extension hygiene seals

Our hair extensions are supplied with a tamper-evident seal so that you can visually inspect the colour, texture and product before deciding whether to keep it.

Please inspect your extensions carefully before removing or breaking the seal.

Where permitted by applicable consumer law, hair extensions whose hygiene seal has been broken or removed cannot be returned or exchanged simply because you have changed your mind.

This does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.

2. Made-to-order products

Many WAVE products are manufactured after an order is placed.

Where the product is a standard WAVE catalogue product, for example a standard listed shade, texture, length or fitting method, the fact that it was manufactured after ordering does not by itself remove the returns rights described above.

Products genuinely made to your individual specifications or clearly personalised may not qualify for change-of-mind cancellation where permitted by applicable law.

Any such restriction will be made clear before you purchase.

3. Cancelling or changing an order before production

Production normally begins approximately 24 hours after your order is placed.

If you would like to:

• cancel your order
• change the shade
• change the length
• change the texture
• amend another product option

please contact hello@wavehairextensions.co.uk as quickly as possible.

Where we receive your request before production begins, we will normally make the requested change at no additional administration charge.

Once production has begun, we may be unable to stop or amend your order.

This does not remove any statutory cancellation or return rights that may apply once an eligible product has been delivered.

4. Return postage

For ordinary change-of-mind returns, you are responsible for the cost of returning the products to WAVE.

We strongly recommend using a tracked and appropriately insured postal service and retaining your proof of postage until your return has been completed.

WAVE cannot process a return that we have not received, unless applicable law requires otherwise or you are able to provide evidence that gives you a statutory entitlement to reimbursement before receipt.

Please do not send returns without first contacting us.

Returns should be sent, once authorised, to:

G13, Regus Building
2 Arlington Square
Bracknell
RG12 1WA
United Kingdom

5. Refunds

Once your return arrives, we aim to inspect it within 2 to 5 working days.

Where a return is approved, we aim to process the refund within 2 working days following inspection.

Please allow additional time for your bank or payment provider to make the funds available.

Eligible refunds will be returned to the original payment method, unless you expressly agree to another method.

For UK consumer cancellations, the law requires reimbursement without undue delay and generally no later than 14 days after WAVE receives the goods back or receives qualifying evidence that they have been returned. Legislation.gov.uk

We do not charge a restocking, packaging or returns administration fee on eligible consumer returns.

Original delivery charges

Where you cancel and return an entire eligible consumer order, we will refund the cost of our standard delivery service where required by law.

If you selected an enhanced or more expensive delivery option, such as express delivery, we are not required to refund the additional amount above our standard delivery charge. Legislation.gov.uk

Where only part of an order is returned and you retain other products from that order, the original delivery charge will not normally be refunded unless applicable law requires otherwise.

6. Exchanges

We offer exchanges on eligible products where you contact us within 14 days of receiving your order.

Hair extensions must remain:

• sealed
• unworn
• unwashed
• uninstalled
• unaltered
• in their original condition and packaging

You are responsible for the cost of returning the original product to WAVE.

Once your exchange has been approved, WAVE will pay the cost of sending the replacement product to you.

If the replacement product costs more than the original product, you will need to pay the difference before it is dispatched.

Where you voluntarily choose an exchange and the replacement product costs less, the difference may be issued as WAVE store credit.

This voluntary exchange option does not remove any statutory right you may separately have to cancel an eligible online purchase and receive a monetary refund.

7. Faulty, damaged or incorrect products

We take product quality seriously.

If you believe a product is:

• faulty
• damaged on arrival
• of unsatisfactory quality
• materially different from its description
• incorrectly supplied
• the wrong shade, texture, length or product due to a WAVE fulfilment error
• affected by abnormal shedding or another potential manufacturing defect

please email hello@wavehairextensions.co.uk as soon as reasonably possible.

Please include:

• your order number
• a clear description of the problem
• photographs or videos where appropriate

We may ask you to complete our Hair Report Form for hair quality concerns and may request additional information reasonably necessary to investigate the issue.

The Hair Report Form is part of our quality-assurance process. It does not remove or replace any statutory rights you may have.

Your statutory rights

Our commercial returns policy and WAVE warranties are in addition to your legal rights.

For UK consumers, goods must meet the requirements of the Consumer Rights Act 2015. Where goods do not conform to the contract, consumers may have rights including rejection, repair or replacement, or a price reduction/refund depending on the circumstances and timing of the claim. The UK short-term right to reject faulty goods generally runs for 30 days. Legislation.gov.uk

Where a consumer validly rejects faulty goods, WAVE is responsible for reasonable return costs. A repair or replacement required under the Consumer Rights Act must also be provided without necessary costs such as postage being passed to the customer. Legislation.gov.uk

Similar mandatory consumer rights apply to customers in Ireland and other jurisdictions and cannot be removed by this policy. Irish consumers also have statutory protections in relation to faulty goods and online purchases. CCPC

8. Returning suspected faulty hair

Depending on the nature of the complaint, our Quality Assurance team may request:

• photographs
• videos
• information about the installation
• products used on the hair
• the maintenance routine
• information about colouring or chemical treatments
• information about heat styling
• the complete Hair Report Form
• removal and return of some or all of the hair for physical inspection

If physical inspection is reasonably required, we will provide instructions.

Where WAVE is responsible for the return cost under your statutory rights, we will provide an appropriate returns method or reimburse reasonable agreed return postage.

Please do not return a suspected faulty item without contacting us first.

9. If a product is confirmed as faulty

Where our inspection identifies a manufacturing or product defect, we will work with you to provide the appropriate remedy.

Depending on the circumstances, this may include:

• a replacement
• a refund
• another remedy available under applicable consumer law

Where possible, our preferred resolution for product faults is replacement, but this does not override a customer's statutory right to choose another remedy where the law gives them that right.

WAVE will cover applicable postage costs for an accepted faulty-product claim.

10. Normal characteristics and wear

Hair extensions are a wearable product and require ongoing care.

Some shedding may naturally occur through normal:

• wearing
• brushing
• washing
• styling
• maintenance

A reasonable level of shedding alone does not necessarily indicate a manufacturing defect.

Claims are assessed individually based on the nature and extent of the issue, the age of the hair, how it has been installed and the care and maintenance it has received.

Our Quality Assurance team will distinguish, where reasonably possible, between a genuine product defect and deterioration resulting from normal wear or use.

11. Colouring and chemical alteration

Any colouring, toning, bleaching or chemical alteration of WAVE hair extensions is carried out at your own risk.

Once extensions have been:

• coloured
• toned
• bleached
• chemically processed
• cut
• altered

we may be unable to determine whether a later issue resulted from the original product or from the subsequent treatment.

This may therefore affect eligibility under our voluntary WAVE Warranty.

It does not remove statutory rights relating to a fault that was already present when the product was supplied.

12. Blonde and highly processed shades

To achieve certain blonde and lighter shades, human hair may undergo more extensive colouring and lightening during manufacture.

As a result, lighter shades can be more delicate than darker or less processed shades and may require additional maintenance.

They may also have a shorter usable lifespan depending on:

• frequency of wear
• installation method
• styling
• heat exposure
• washing
• products used
• general maintenance

We strongly recommend suitable professional, colour-safe and sulphate-free haircare products.

13. Heat and aftercare

Hair extensions should be treated carefully.

We strongly recommend:

• using a suitable heat protector
• avoiding excessive temperatures
• using sulphate-free shampoo and conditioner
• using suitable professional extension aftercare
• following WAVE's aftercare guidance

You do not have to use WAVE-branded products to maintain your statutory consumer rights.

Equivalent professional products suitable for human hair extensions may be used.

However, eligibility for one of our additional WAVE commercial warranties may depend on purchasing the specified WAVE aftercare products, as explained below.

WAVE Hair Warranty

Our WAVE Hair Warranty is an additional commercial warranty provided by WAVE Hair Extensions Ltd.

It sits alongside, and does not replace, your statutory consumer rights.

You do not need to purchase a WAVE warranty or WAVE aftercare products in order to exercise any legal rights you have in relation to faulty goods. UK government guidance specifically confirms that statutory rights remain regardless of whether a warranty or guarantee applies. GOV.UK

14. 30-day WAVE Warranty

Customers who purchase the qualifying WAVE shampoo and conditioner with their hair extensions receive our additional 30-day WAVE Hair Warranty.

The warranty begins from delivery of the hair extensions.

Subject to the warranty conditions, it provides additional cover for issues including:

• abnormal shedding
• qualifying manufacturing defects
• other product-quality defects confirmed by our Quality Assurance team

15. 90-day WAVE Warranty

Customers who purchase the qualifying:

WAVE shampoo + WAVE conditioner + WAVE mask

with their extensions receive an extended 90-day WAVE Hair Warranty.

The warranty begins from delivery of the hair extensions.

16. Warranty exclusions

Our voluntary WAVE Hair Warranty does not cover deterioration or damage caused by:

• normal wear and tear
• normal levels of shedding
• poor or inadequate maintenance
• excessive heat
• failure to use appropriate heat protection
• colouring or toning
• bleaching
• chemical processing
• inappropriate products
• excessive manipulation
• cutting or otherwise modifying the extensions
• incorrect installation
• failure to follow appropriate aftercare
• tangling caused by poor maintenance
• damage caused after delivery rather than a manufacturing defect

We assess warranty claims individually.

If the hair has been significantly altered, it may no longer be possible for us to fairly determine whether the issue originated during manufacture.

Again, these exclusions apply to the additional WAVE commercial warranty and do not exclude legal rights that cannot lawfully be limited.

Damaged, Lost or Incorrect Deliveries

17. Items damaged during delivery

If your parcel arrives damaged, please contact:

hello@wavehairextensions.co.uk

as soon as reasonably possible.

Please retain:

• the product
• all packaging
• the shipping box or mailing bag
• the shipping label

and send clear photographs of the damage.

For consumer orders, you should contact WAVE, rather than being required to pursue our courier yourself.

For consumer purchases, responsibility for delivery generally remains with the retailer until the goods come into the customer's physical possession. Irish consumer guidance expressly confirms the same principle. CCPC

We will deal with the delivery provider separately where necessary.

18. Lost parcels

If your consumer order appears to have been lost before delivery, please contact us.

Where WAVE or our chosen courier remains responsible for the parcel, we will investigate the shipment and provide the appropriate remedy, which may include replacement or refund.

Promotions and Bundles

19. Partial returns from bundles or promotional orders

Where products were purchased as part of a bundle, multi-buy offer or promotion, any eligible refund will normally be based on the actual discounted price allocated to the individual returned product, rather than its normal standalone retail price.

If returning part of a promotional order changes the customer's eligibility for a discount, we reserve the right to recalculate the order where permitted by the promotional terms and applicable law.

I would use that latter sentence for future promotions rather than trying to create a hidden penalty.

Sale Items

20. Sale and discounted products

Sale and discounted products follow the same consumer returns rules as full-price products unless a lawful exception applies.

Being discounted does not remove a consumer's statutory rights. GOV.UK

Gift Cards

21. Gift cards

Where WAVE introduces gift cards, gift cards will generally be non-refundable once purchased except where required by applicable law.

This section can remain hidden from the website until you actually launch gift cards.

Fraud and Order Verification

22. High-risk orders

To protect our customers and WAVE from fraudulent transactions, orders identified by our payment systems as high risk may be manually reviewed.

We may contact you for additional verification.

Where we cannot reasonably verify an order or believe a transaction may be fraudulent, we reserve the right to cancel the order and issue a refund to the original payment method.

A different billing and delivery address will not automatically cause an order to be cancelled, but may form part of our fraud review.

International Orders

23. Ireland and international customers

We accept orders from the UK, Ireland and selected international destinations.

Your mandatory consumer rights may vary according to where you live.

Nothing in this policy is intended to remove any mandatory rights that apply to you under the law governing your purchase.

Irish online consumers generally have a 14-day cooling-off period for eligible online purchases and another 14 days to return the goods after notifying the trader. CCPC

For ordinary international change-of-mind returns:

• the customer is responsible for return postage
• we strongly recommend tracked and insured shipping
• any customs declarations must clearly identify the goods as returned merchandise
• customs duties, import taxes or similar charges paid directly to governments or customs authorities are not normally refundable by WAVE unless required by applicable law

Trade Customers

24. Trade and B2B orders

Purchases made through a WAVE Trade Account, by a salon, stylist or other business for purposes connected with their trade or business are treated as business-to-business transactions.

This remains the case where a salon purchases hair specifically for one of its own clients.

Consumer cancellation rights do not generally apply to genuine B2B transactions.

However, WAVE voluntarily provides the following Trade returns policy.

25. Trade change-of-mind returns

Eligible Trade customers may request a return within 14 days of receiving their order.

To qualify:

• hair extensions must remain sealed
• products must be unused
• products must be unworn
• products must not have been installed
• products must remain unaltered
• products must be returned in their original condition and packaging

The Trade customer is responsible for return postage.

We strongly recommend tracked and insured postage.

26. Trade refunds

Approved non-faulty Trade returns are issued as WAVE store credit only.

Cash refunds are not offered for voluntary B2B change-of-mind returns.

This does not limit any contractual or legal remedy that applies where WAVE has supplied faulty, misdescribed or incorrect goods.

27. Trade hygiene seals

Hair extensions supplied to Trade customers cannot be returned for a voluntary change-of-mind return once their hygiene seal has been broken.

28. Trade faulty or incorrect products

If a Trade order is faulty, damaged or incorrectly supplied, please contact:

hello@wavehairextensions.co.uk

as soon as reasonably possible.

We may request photographs, videos, the Hair Report Form and/or physical return of the product for assessment.

Where WAVE is responsible for an error or accepted defect, we will provide an appropriate remedy in accordance with the applicable B2B terms and law.

How to Start a Return

29. Contact us first

Before sending anything back, email:

hello@wavehairextensions.co.uk

Please include:

• your full name
• order number
• product being returned
• reason for return or exchange
• photographs or videos if reporting damage or a fault

Our team will then confirm the next steps.

Returns should be sent only after contacting us to:

G13, Regus Building
2 Arlington Square
Bracknell
RG12 1WA
United Kingdom