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Return, Refund, Exchange and Complaints

At Awesome Hair we want you as a consumer to feel secure shopping with us and that you always have the right to cancel your purchase, replace your item or to send defected items to us. No matter what your reason for returning your product is, you – the consumer – are responsible for returning the item and the cost of its return. Should you have received an incorrect or defective item we will reimburse you for the cost of return delivery. For questions you can reach us at care@awesomehair.com You will hear from us within 24 hours.

Returns

All returns must be returned as follows:

  1. Pack the product well into the same package/bag that it came in. Or use your own packaging/box.
  2. Use our pre-printed return form that you can find here.
  3. Send your return form along with your order to Awesome Hair -43 Rectory Road, Southall, Middlesex, UB2 4EN

Hand in your package at the nearest post office. Keep the receipt.

Right to Return

If you would like to cancel your order or return your goods, please notify us in writing within 14 days of the date you received your goods. This is done by filling in the returns form or by email. You have a further 14 days to return the goods. We will refund your money, preferably using the same payment method that you used when ordering (or, if payment has not yet been paid for the goods, make sure the return is reflected in your account balance), as soon as possible. The refund will be paid back to you within 14 days of you informing us that you want to return the goods, this on the condition that we have received the goods or proof that you have returned the goods.

Exchange

For all returns, the consumer is responsible for the item reaching Awesome Hair, and unless otherwise indicated, also for transport costs. If your order has been incorrectly delivered or is not what you ordered then we will refund the costs. For product exchanges, Awesome Hair bears the costs of sending out your new products.

Refunds

If you are charged for the goods you will receive a refund which covers standard shipping and express shipping, non-standard shipping is non-refundable. Should you wish to keep some of the products from your order, and only partially return your order then standard shipping is non-refundable.

Awesome Hair guarantees to refund, or replace the goods if you prefer, in accordance with the return rights. The whole value is refundable on the condition that the products are returned in the same condition as they were sent out to you in. This means that the goods must not have been damaged, soiled, washed, altered or worn and that any labels and tags are intact. If the item is in a modified form, an assessment of impairment will be made. The decrease in value will not be refunded.

If you have received a defective product, you should immediately notify Awesome Hair and return the item in compliance with the above information. For goods that are deemed to have a defect, Awesome Hair will provide a full refund for those goods. The rules herein do not limit the existing statutory rights. With regard to a service that has already been started, returns can only be done for those services that have not yet been carried out.

Complaints

If you believe that a product is defective or faulty, please contact us or send it back for a refund. Upon receipt of the item at Awesome Hair then we will provide an assessment of the product’s status. Only original product faults are covered by warranty. The warranty does not cover faults caused by eg. wear and tear or misuse, or if the original products condition has been changed (e.g. all methods of colouring).

In the case of a complaint, we assess the condition of the product taking into consideration the estimated life span.
If after examination the product is deemed defective/faulty you will at first instance be sent a replacement product. If new goods are unable to be shipped then the total value will be refunded including expeditionary and shipping costs. If you need to make a complaint about the attachment of hair then please contact the person/salon that did the work since they are responsible for making sure that the attachment has been done properly.

In order for Awesome Hair to assess the returned product, we need the entire product returned, this together with a detailed description of the fault and how the product was used. If the entire product/order is not returned to us we are unable to do a full assessment of the product’s fault and can only assess and possibly refund for the part we have been sent.

When making a claim against a faulty/defective product, you the customer are not liable for any charges. Awesome Hair will pay for the postage to return the goods on demonstration of a receipt. Please send the receipt or copy of the receipt for the shipping cost. Complaints to Awesome Hair should be made within a reasonable time after the customer has received the order.

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