Refunds and returns policy

Last updated: 01 March 2020

REFUNDS & RETURNS

In the event that you are not satisfied with your item due to defect or the dispatched items are incorrect due to our error, please send an email in reply to your order confirmation or to us directly at info@TheRawHairCompany.co.uk within 24 hours of recorded receipt.

Prior to dispatch all tresses undergo two strict quality control processes; by both our suppliers and The Raw Hair Co. upon receipt. Our quality control processes enable us to ensure the integrity and quality of all items. Due to the aforementioned reasons, refunds are under no circumstances available, however ‘returns for exchange’ or store credit under the following reasons may be accepted;

• Wrong item being dispatched
• Damaged or defective lace systems post assessment and prior to modification
• Damaged or defective bundles post assessment and prior to modification

Please Note - all items are photographed and videoed prior to dispatch due to past fraudulent claims.

exchanges

In order to be eligible for a ‘return for exchange’ your item must be unused, unmodified, in the same condition that you received it and in the original packaging (security seal must be present and intact for hygiene and sanitation reasons). All accepted items must be sent via a tracked and guaranteed service and sent within 48 hours of your recorded and signed receipt. 

In the event that returned items have been damaged due to reasons other than our error, have been used/modified, are incomplete or have been sent outside of the 48 hour window you will not be eligible for a ‘return for exchange’ and your items will be sent back to the original order address – resulting shipping costs will need to be paid via invoice prior to dispatch. Under no circumstances will items be exchanged or eligible for ‘return for exchange’ prior to our recorded receipt.

Once your return is received we will send you an email to notify you that we have received your item. Your item will be inspected and you will be notified of the approval or rejection of your return. In the event that your return meets all aforementioned criteria, you will be asked to choose out of the two following options; exchange or store credit.

• Exchanges - Your exchanged item will be processed within 24 hours and the original delivery information remains applicable.
• Store credits -  Your Store credit will automatically be applied to your store account and will be available for use within 2-5 working days.

Please note - Store credits will only be applicable for use by the billed recipient of the original order, are non-transferable and must be used within 30 calendar days of the issue date.

SALE ITEMS

Under no circumstances are discounted items eligible for returns. Only fully priced and single order items may be exchanged.

SHIPPING & COSTS

You will be responsible for paying for your own return shipping costs and the original shipping costs are non-refundable however if you are approved for a return for exchange due to our error, the cost of shipping will not be deducted from the total exchangeable amount.

Please note - Exchanged items will only be sent to the ORIGINAL shipping address and we cannot guarantee receipt of any returned item that has been sent without a tracked service. All returned items must be sent via a courier that provides updated tracking information at each interval and requires a signature on delivery. We cannot and will not be held responsible for any return lost in the postal system and will therefore be unable to process the corresponding return for exchange.