Returns Policy - Cancellation of Order

All goods purchased from Prime Hair online may be returned for refund, exchange or replacement within 14 working days from receipt of delivery. Please request our Returns Form prior to returning any goods. This can be obtained by emailing enquiries@primehair.co.uk.

You must take care of our goods whilst they are in your possession. Any item to be returned must be returned in its original shipped condition and original undamaged packaging. Please note all hair must be returned still attached to the original card. If you have removed it from the card, we are unable to re-sell the item as new.

You or your carrier are responsible for any returned goods until they reach Prime Hair. Cost and risk of return will be at your expense and we strongly recommend that you get proof of postage or use Royal Mail's "Recorded Signed" service. You may like to opt for Royal Mail's "Special Delivery" service if a valuable item.

For exchanged items, you may be asked for a nominal fee as a contribution towards any additional postage of shipping, depending on which shipping method you require.

We endeavor to make all refunds within 14 working days from receipt of goods by Prime Hair. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.

Please return the goods to the address on the top of your receipt/invoice and fill in the Returns Form.

Any returned goods that we receive which are outside of this Returns Policy will be defined as "In Dispute". Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 working days from their receipt back to us.

We are unable to replace or exchange an item until the original parcel is returned. If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date.

Sometimes and especially if goods are purchased in advance for a present or delivered whilst on holiday, aforementioned 14 day response timescales can be missed. Therefore, without prejudice and as a gesture of goodwill, we are happy to consider the following remedy on a case by case basis:

Should an item not be required and is returned and received by us between 14 working days and 30 working days, we will be happy to accept the item(s) back with refund of goods to the value of 70% of the purchase price (excluding shipping) or refund of 100% if taken as a coupon redeemable in the future at Prime Hair. Should an item be returned and received after 30 working days, we will have no obligation to refund. If you wish the item resent to you, we will ask for a nominal fee to cover additional shipping costs.

A time period of 14 working days from receipt of delivery shall be defined as the date from when your shipment is received by yourself, being the date of signature that the package is received by you.

Returns Policy - Faulty Goods

If hair extensions appear faulty due to quality issues, the fault must be reported to us via email to enquiries@primehair.co.uk within a maximum of 30 days of the receipt date.

Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for both the extensions and aftercare.

All returns must have a fully completed Hair Report Form. Any goods received without the appropriate paperwork will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 91 days will result in the goods being destroyed.

We will not test any hair extensions that have been coloured, tinted or chemically damaged; all hair extensions must be returned in the original product colour. We must receive the hair within 7 days of the complaint being made, this will then be examined and inspected. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way, the goods will be returned to the customer at your cost and we will not refund or replace the goods. Please note that testing of faulty hair extensions can take up to 30 days.

We do not guarantee the use of our hair extensions whilst on holiday/in warmer climates for various reasons, including discolouration of the hair when coming into contact with swimming pool chlorine and the hair drying out through excess heat. We strongly advise all customers using hair extensions avoid both chlorine and sea water as this can damage hair and hair colour.

Any colouring of extensions is done entirely at the customers own risk and we will not test, refund or exchange any extensions that have been coloured, dyed or tinted.

Prime Hair will not be held responsible for any extensions that have been exposed to heat damage by the customer.

Prime Hair will not be held responsible for any additional expenses due to faulty goods e.g. removal or re-application costs. We recommend that a qualified professional applies any professional hair extensions and that customers are to have a consultation before any permanent extensions are applied.

The goods are the responsibility of the customer until they reach Prime Hair. Please ensure all items are packaged properly to avoid transit damages.

Any returned goods that we receive which are outside of this Returns Policy will be defined as "In Dispute". Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you at a cost, otherwise they will be destroyed within 91 working days from their receipt back to us.

Product Care (Important Information for Returns & Exchanges)

We do not recommend colouring or silver shampoo any human hair product as they have all been through a harsh chemical process. If you do decide to go ahead and colour the hair, all guarantees are voided and we will not accept hair back to be tested if you think that the hair is faulty as you have made a change to the original condition of the product; We will refuse to test hair that has been coloured.