Returns & Refunds Policy

Get The Hair – Real Hair for Real People

We’re a small but mighty team supplying top-quality, salon-grade human hair — made fresh to order. Our policy is here to protect both you (our fab customers) and us (the wee business trying not to get shafted).

1. Custom-Made Orders (No Returns)

Most of our hair is made to order. If your product is marked “Luxe Range, Signature Range” “Bespoke,” or any specific length/weight/colour outside general stock, it’s non-refundable unless faulty.

Once it’s prepped, blended, or cut for you — it’s yours. We can’t resell custom items for hygiene and ethical reasons.

2. Return Eligibility for Stock Items

Returns are only accepted on clearly marked “Ready to Ship” products if:

• You notify us within 14 days of receipt

• The product is unopened, unused, and still has the hygiene seal intact – hair is the same as your under garments.

• It’s returned in original packaging, undamaged

• It’s not coloured, washed, fitted, brushed, or altered in any way

We inspect all returns. Any item showing signs of wear, tampering, or smell (yes, really) will be rejected and returned at your cost.

3. Discolouration, Colour Changes & Blonde Tones

Hair is a natural, delicate product. Once it leaves us, it’s in your care — and like a tan in Benidorm, it can fade or turn if mistreated.

We do not refund for:

• Blonde hair turning brassy, green, or pink

• Discolouration from tinted shampoos, chlorine, tap water minerals, or poor salon products

• Colour fade from sunlight, heat tools, or chemical styling

• Toner or dye going wrong — always strand test first

If you’re unsure how to care for blonde, ash or pastel tones, ask us or your stylist before installing.

We provide clear aftercare instructions, and by installing the hair, you (or your stylist) accept professional responsibility for how it’s handled from that point on.

4. Colour Matching Disclaimer

We offer free photo-based matching and professional support — but remember:

• Lighting, screen filters, and photo angles affect tone

• Natural hair may show slight variation between bundles

• Your monitor isn’t a colour ring

We cannot guarantee a 100% match to your screen. Minor tone differences are not considered faults.

If you’re blending colours or trying something bold, we recommend buying a Colour Ring or consulting your stylist.

5. Professional Installation Responsibility

We only supply the hair. What happens next is on you and your stylist.

We’re not liable for:

• Poor fitting methods (e.g. tension, slippage, breakage)

• Heat damage during application

• Incorrect cuts or trims

• Poor placement or weight distribution

If your stylist isn’t confident, ask them to contact us — we’re happy to advise.

6. Faulty Items

Faults are very rare, but we’ve got your back.

To report a genuine issue:

• Email us within 48 hours of receiving your order

• Include clear photos (ideally before installation)

• Do not alter, install, or tone the hair

If approved, we’ll repair, replace, or refund — depending on the case. Please allow 5–10 working days for assessment and to allow us to talk to our factory.

We won’t accept returns on items that have been coloured, fitted, or worn — even if found faulty — as it prevents inspection.

7. Address Changes & Order Amendments

For fraud prevention, we do not allow address changes after checkout. This protects both parties from chargebacks and scam orders.

If you entered an address wrong, contact us immediately. If it’s already dispatched or entered production, we can’t change it.

Same applies to product switches or changes — once it’s gone, it’s gone.

8. Cancellations

Orders can only be cancelled if production hasn’t begun. After that, it’s considered confirmed.

Custom orders cannot be cancelled once processed.

9. Chargebacks & Scams

We record every order’s journey — including timestamps, colour choices, IP addresses, and packaging. Any false claims, chargebacks, or dodgy behaviour will be disputed with full evidence and may result in being blacklisted.

We love genuine customers — not timewasters.

10. Final Colour Confirmation Before Dispatch

If we’ve provided a colour match or you’re ordering a popular shade we have in stock, we’ll always email you before dispatch to confirm the colour selected.

This is your chance to double-check.

• We’ll show you your matched or chosen colour

• You must reply to confirm you’re happy

• Once confirmed or left unresponded after a reasonable time, we proceed

Why it matters:
Once your order enters production, it becomes a bespoke item and cannot be cancelled, exchanged, or refunded for change of mind.

We can only suggest the closest match based on your photos or description — the final decision and confirmation is your responsibility.

Final Note:

By placing an order with Get The Hair, you agree to these terms.
We’re fair, transparent, and here to help — but we’re not Amazon, and hair is not a T-shirt you can try on and return.