Terms & Conditions – Get The Hair

Welcome to Get The Hair! By using our website or placing an order, you agree to the following terms and conditions. Please read them carefully before purchasing.

1. Made-to-Order & Bespoke Policy

All of our hair extensions are made to order and tailored to your specifications. Once payment is received, production begins immediately. Cancellations are not accepted after this point. We cannot refund if you change your mind after confirming the colour or length.

Under UK law, refunds are not required for custom-made goods unless faulty. This includes colour-matched hair, personalised blends, or special-length products.

2. Product Quality & Accuracy

We supply 100% human hair, ethically sourced and manufactured by our trusted suppliers. While we aim for accuracy in all descriptions and images, we cannot guarantee screen colours match real life. Minor variations may occur due to donor differences.

Product weight, thickness, and colour may vary within a 10% tolerance. Packaging may also vary depending on stock.

3. How the Contract is Formed

  • Placing an order does not equal acceptance.

  • You will receive an Order Confirmation email. Your order is only confirmed once a Dispatch Confirmation is sent.

  • If we cannot fulfil your order due to stock or supplier issues, you’ll receive a full refund.

4. Colour Matching & Final Confirmation

We offer a free colour matching service via photos. However:

  • The final choice lies with you.

  • We do not guarantee a perfect match due to screen settings and lighting.

  • Prior to dispatch, we will email you to confirm your colour choice.

It is your responsibility to reply. If no reply is received, we proceed based on what has been discussed. Once hair enters production, the order cannot be cancelled.

5. Delivery & Timeframes

Typical turnaround:

  • Made to Order: 3–5 days production + 3–5 days delivery

  • Custom Colours/Sizes: Allow up to 21 days

  • Stock Items: May arrive faster. We’ll notify you.

We use tracked services such as DHL, FedEx, and others. You’ll receive tracking info once dispatched.

We are not liable for delays caused by couriers or customs.

If you’re travelling or leaving the UK shortly after ordering, please do not place an order unless you’ve confirmed delivery timing. We will not refund due to missed deliveries if the product is not returned.

6. Courier Delays & Claims

If your parcel is delayed or lost:

  • We must raise a claim with the courier (takes 7–28 days)

  • Refunds will only be issued if the courier reimburses us

We’ll support and update you throughout the process, but we are not liable for losses caused by delivery delays outside our control.

7. Returns & Faulty Products

Returns are only accepted if:

  • The item is faulty

  • You received the wrong product

To report an issue:

  • Email us within 7 days of receiving your item

  • Include clear photos

  • Do not install, wash, or alter the hair

Hair must be returned in full within 7 days of reporting a fault. If a fault is confirmed, we’ll offer a replacement or refund. If the item was damaged through use, it will be returned to you.

No returns will be accepted for:

  • Used, worn, washed, or coloured hair

  • Incorrect installation

  • Discolouration from toner, shampoo, chlorine, sun exposure, etc.

8. Trade Clients

Our pricing is salon and stylist friendly. No certificate is required.

If you order on behalf of a client:

  • You’re responsible for managing expectations

  • Ensure your client understands our timelines and care advice

  • Orders cannot be refunded due to client cancellations or fitting delays

9. Chargebacks & Disputes

If a dispute is raised:

  • No refund will be issued unless the goods are returned and inspected

  • False claims, abusive chargebacks, or disputes after confirmed production will result in blacklisting

If you are visiting the UK and leave before your order arrives, and no return is made, we will present this policy and shipping records to PayPal or your card provider. No refund will be granted without the return of goods.

10. Installation & Aftercare Responsibility

We do not install hair.

  • We are not liable for damage caused by third-party stylists or poor fitting

  • Please use professional installation

  • Follow our aftercare guide. Damage from heat, toner, bleach, or poor care is not our responsibility

11. Limitation of Liability

We are not responsible for:

  • Allergic reactions

  • Improper fitting or installation

  • Customer misuse or failure to follow aftercare

12. International Shipping

  • Rates may vary depending on your country

  • Orders over £800 may incur customs/duties — this is your responsibility

  • Get The Hair is not liable for delays caused by customs or failure to pay local taxes

If international shipping exceeds the amount paid at checkout, we may contact you to:

  • Pay the difference, or

  • Cancel the order for a full refund

13. Right to Cancel

As per UK law, made-to-order items are not covered by the 14-day cancellation rule.

By ordering with us, you acknowledge and agree:

  • Production begins immediately

  • You waive the right to cancel after production starts

14. Payments & Klarna

We accept all major payment methods via Stripe, including Klarna.

If using Klarna:

  • Read their terms at klarna.com

  • Your refund (if eligible) will be processed via Klarna once we inspect the return

15. Website Use, Cookies & Content

Our site uses cookies for tracking and performance. By using our site, you accept the use of required cookies.

All content on Get The Hair is owned by us or our licensors. You may not copy, reproduce, or resell any part of the site without permission.

User comments reflect their own views. We reserve the right to remove offensive, inappropriate, or misleading content.

Contact Us

Get The Hair
Email: info@getthehair.com
United Kingdom
Website: www.getthehair.com

These Terms & Conditions are subject to change without notice. The terms active at the time of your order will apply.