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Returns and Refunds

We're Here To Help

We are pleased to accommodate returns and exchanges within 14 days returns on all hair extensions that have not been opened, worn, or tampered with. To initiate a return or exchange, please email our team at hello@curlyvision.co.uk with your order number and the hair extensions you'd like to exchange to, and we'll be happy to help.

Returns Policy - Cancellation of Order

All goods purchased from Curly Vision Hair online may be returned for refund, exchange or replacement within 14 working days from receipt of delivery. Before returning the product please ensure that you complete returns from which you can download from our website. Click here to download. 

Please note - Important Information:

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. The security seal / tag must also be still in place and undamaged. Please note all hair must be returned with the security seal / tag in place. If you have removed the security seal or damaged it then we are unable to re-sell the item as new. Hair is a hygiene product therefore if is has been tampered or used it cannot be resold. 

You or your carrier are responsible for any returned goods until they reach our warehouse. 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 try to make refunds, exchanges or replacements within one week of receipt back to us, though promise to make all refunds, exchanges or replacements within 14 working days from receipt of goods to our warehouse. 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. 

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 to Curly Vision Hair. 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.

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 your hair extensions appear faulty due to quality issues, the fault must be reported to us via email to the Customer Service Department: hello@curlyvision.co.uk within a maximum of 30 days of the receipt date; this is due to human hair being a consumable item during wear.

We only recommend the use of Curly Vision Hair Aftercare and cannot guarantee the quality of any Curly Vision Hair extensions with other formulas. Aftercare products must be purchased at the time of purchasing the extensions. 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.

Any colouring, toning (including silver and purple shampooing) or tinting of extensions is done entirely at the customers own risk and we will not test, refund or exchange any extensions that have been exposed to the above. 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 by our dedicated Quality Control Department.

Goods are not considered faulty if their condition deteriorates due to poor hair management including heat damage, incorrect aftercare 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.

Curly Vision 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 Curly Vision Hair warehouse. Please ensure all items are packaged properly to avoid any potential damages in transit.

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

FAQs

Can I return my hair extensions if they have been opened?

No. Human hair extensions are considered to be a hygienic product by law. We take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all of our customers. Once your package arrives at our warehouse, it will be inspected to ensure the security seals haven't been tampered with. If we find the seals have been tampered with, you will not receive a refund or your opened item back. If you have any questions or concerns, please email our team at hello@curlyvision.co.uk.


How may I contact you?

To initiate an exchange, please email our team at hello@curlyvision.co.uk with your order number and the set you'd like to refund or exchange, and we'll be happy to help.

 

How do I return my order and is it easy to do so?

Our return process is quick and easy – once your return is authorised, you'll receive step-by-step instructions and a shipping label via email. The Curly Vision Hair Support team is also here to help every step of the way. You can email us at hello@curlyvision.co.uk if you ever have any questions.


How soon will I receive my refund?

A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned hair extensions were not opened. Kindly note, most banks / financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us.

 

Do I have to pay for the shipping of my return?

Yes, all customers are responsible for their own return shipping costs.

 

What is the return / exchange period?

We will provide a refund back to your original method of payment on unopened hair extensions within 30 days of purchase.


How do I exchange my order for a different collection, weight or color?

To initiate an exchange, please email our Support team at hello@curlyvision.co.uk with your order number and the set you'd like to exchange to, and we'll be happy to walk you through our exchange process.


Do I have to pay for the shipping of my exchange?

Yes, you are responsible for all exchange shipping costs. We recommend that you send your set back with a tracking option, because Curly Vision Hair will not be responsible for lost packages.


When will I receive my exchange?

We will send you the different color hair extensions after we have received, inspected and confirmed that the returned hair extensions were not opened.

All customers must contact us after sending the package back and provide us with the tracking information of the set being returned, in order for us to place the order for your exchange. 

It takes 1-2 business days to process all orders from the moment we place it in our system. UK orders take 2-3 business days to be delivered with standard free shipping, and international orders may take anywhere from 6-20 business days. For more shipping details, please click here.


Why are Curly Vision Hair extensions non-returnable if the security seal is broken?

Human hair extensions are considered to be a hygienic product. We take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all of our customers.

Why can't I return my Curly Vision Hair accessory?

All of our accessories (Hair Repair Oil, Professional Tools, Detangler, Micro Rings) are final sale.

 

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