Refund policy
We offer a no‑hassle 60‑day money‑back guarantee from the date you place your order.
You can return an item for any reason, including if you are unhappy, changed your mind, or ordered by mistake.
You can choose a:
- Refund to your original payment method
- Product exchange
- Gift card for the value of the returned item
How to start a return
To request a return, please contact us with:
- Your name
- The email address used to place the order
- Your order number
- The reason for the return
Use the help button at the bottom right of this page or email us at:
connect@londonhairarchitects.co.uk
We will confirm your eligibility and send return instructions.
What needs to be returned
- If you are not satisfied or there is a fault, you can send an item back for a full refund.
- If you changed your mind or purchased by accident, items must be unused, unopened, and in a resellable condition.
Sending items back
- Items must be received within 60 days of placing an order.
- Returns must be sent only to the returns address provided in our return instructions and you should always retain proof of postage and tracking number as proof the item was sent back to us.
- Refunds are provided once an item has been received, and inspected by us.
- If we issue a returns label, please ensure the parcel matches the format and weight stated on the label (for example, Large Letter vs Parcel) to avoid surcharges or non‑delivery.
- Please do not send any returns back to our main office as they do not process customer returns and any items sent there will be discarded. Only send items to the address provided on the returns instruction email.
Refund processing
- Refunds are usually issued within 7 working days of us receiving your return.
- Refunds are issued to the original payment method.
- Depending on your bank or card provider, it may take up to 10 working days for the refund to appear after being issued.
Postage charges and duties
- Original postage charges and any duties or customs payments are non‑refundable.
- You are responsible for returning items to us, we do not provide free returns and return postage costs are non‑refundable. Exceptions Apply.
Lost or delayed parcels
- Significant postal delays are rare but can occur, especially during peak seasons.
- Please see our Shipping Policy for details on delays.
If an item is treated as lost by the courier, we may need to open a claim before issuing a refund or replacement. This helps prevent fraud and ensures the courier has fully investigated the issue.
Gift cards, store credit & points
Store credits, gift cards, and customer reward points cannot be refunded or exchanged for cash.
Chargebacks and PayPal claims
We aim to resolve issues quickly through our own support process. If you have a problem with your order, please contact us first before opening a chargeback or PayPal dispute, as this can take longer and complicate the resolution.
How to contact us
For refunds, exchanges, or questions about this policy:
- Use the help button at the bottom right of this page, or
- Email: connect@londonhairarchitects.co.uk