SIX MONTH GUARANTEE POLICY

Hair Rehab London Human Hair Extensions Guarantee Policy

At Hair Rehab London, we pride ourselves on the quality and longevity of our human hair extensions. To provide our customers with added peace of mind, we offer a six-month guarantee on our line of human hair extensions, subject to the following terms and conditions.

Terms and Conditions of the Guarantee

  1. Eligibility Requirements

    1. To qualify for the guarantee, customers must purchase (and provide proof of purchase and/or sale to client for Trade Customers) x2 Hair Rehab Aftercare Packs (one at time of purchase and one within the 6 month period from order date). Hair Rehab Aftercare Pack comprises 500ml of shampoo, 250ml of conditioner, 100ml hair mask and 60ml of hair oil.

    2. Aftercare must be in accordance with our published Professional Hair Extensions Aftercare Guidance or Clip-In Hair Extensions Aftercare Guidance

    3. The guarantee only applies to Hair Rehab London human hair extensions purchased directly from Hair Rehab London or an authorised retailer.

    4. All professional methods of hair extensions must be correctly fitted by qualified extensions technician.

    5. Proof of all maintenance and removals / refits to be supplied.

  2. Coverage

    1. The guarantee covers manufacturing defects and quality issues that arise under normal use and proper care of the hair extensions.

    2. Issues such as matting, excessive shedding, or premature wear will be assessed based on the information provided by the customer and the returned product.

    3. The guarantee does not cover user damage e.g. heat, UV, chlorine, incorrect after care.

  3. Exclusions

    1. The guarantee does not cover damage caused by:

      1. Improper installation or removal techniques.

      2. Use of non-Hair Rehab London haircare products.

      3. Heat damage exceeding the recommended temperature of 180°C.

      4. Chemical treatments, including colouring or perming.

      5. Neglect, misuse, or failure to follow our care instructions.

      6. Use of colour dyes (including coloured shampoo) or permed.

  4. Complaint Procedure

    1. Customers must report any issues within the six-month guarantee period via our Customer Support Team using our online chat service (click the button on the bottom right of your screen).

    2. A questionnaire will be sent to the customer to help ascertain the nature of the issue, including details of the purchase, installation, and care routine.

    3. Customers must return the faulty hair extensions, along with any remaining product from the Hair Rehab London Shampoo, Conditioner, and Miracle Heat Protection Spray subscription, for assessment.

    4. All hair must be returned within 14 days of being requested.

    5. Products must be returned clean and braided.

  5. Replacement or Refund

    1. If the returned product is found to have a genuine manufacturing defect, the customer will be entitled to a repair, replacement or refund at the discretion of Hair Rehab London.

    2. Refunds (full or partial) will be issued based on the original payment method, excluding any shipping costs.

  6. Shipping Costs

    1. Customers can use Hair Rehab London prepaid return labels to ship the product(s) back to Hair Rehab London for assessment. Please note, this service is only available on returns where the total value of returned goods in the parcel is less than £200. If the value of the returned goods exceeds £200, customers will be expected to make their own postal arrangements with suitable insurance cover. If a defect is confirmed, Hair Rehab London will cover the cost of shipping the replacement product to the customer.

  7. Non-Transferable

    1. The guarantee applies only to the original purchaser and is non-transferable. Proof of purchase is required.

 

How to File a Guarantee Claim

  1. Contact our Customer Support Team at enquiries@hairrehablondon.com

  2. Complete the guarantee questionnaire we provide.

  3. Return the hair extensions and remaining haircare product to us for inspection.

  4. Once your product has been assessed, we will notify you of the outcome and next steps.

By purchasing Hair Rehab London human hair extensions and the required haircare products, you agree to these terms and conditions. For any questions, please contact our Customer Support Team.