TERMS & CONDITIONS

Effective from: May 2025

These terms and conditions will be governed by, and in accordance with English law and subject to the jurisdiction of the courts of England and Wales.

1. Our Details

Hair Rehab London Ltd is a company registered in England & Wales.
Company Number: 6203053
VAT Number: 207824805
Registered Office: 181 Queensway, Shiphay, Torquay, Devon, TQ2 6ED
Website: www.hairrehablondon.com
Email: enquiries@hairrehablondon.com

Our core operating hours are Monday to Friday, 10:00 AM to 4:00 PM (UK time). While we strive to respond to enquiries outside these hours, responses are on a best-effort basis.

2. Ordering & Payment

  1. Order Placement: Orders can be placed through our website. Please ensure all details are correct before confirming your order. It is the Customer’s responsibility to ensure that the correct and valid delivery address is provided for their order and that someone is present to sign for the delivery if a ‘signed-for’ service is selected.  Shipments delayed or lost due to an incorrect delivery address are the Customer’s responsibility.
  2. Payment: We accept major credit and debit cards and at ourt discretion, other payment methods such as PayPal, ShopPay and ClearPay.
  3. Pricing: All prices are in GBP (£) and include VAT at the current rate. Prices are subject to change without prior notice.
  4. Cancellation: Customers in the United Kingdom benefit from specific rights relating to On-line Trading please check these if you are a UK resident.  The following Terms and Conditions do not affect those rights but should be read in conjunction with them. 
  5. Overseas Customers: Customers in other countries should check their specific rights prior to placing an order. Please note, cancelling overseas orders that have already been shipped to the recipient may incur a return charge by the courier which will be offset against any customer refund. 

3. Delivery

  1. Dispatch Times: Orders placed before 4:00 PM (Monday to Friday) are typically dispatched the same day. Orders placed after this time will be dispatched the next working day.
  2. Delivery Options: We offer various delivery options at checkout. Delivery times are estimates and may vary. Customers are requested to allow time for non-receipt of parcels to be investigated with the relevant courier.  For Royal Mail Claims this is up to six weeks. For Evri Claims, this is up to 28 days. Hair Rehab London are unable to replace or refund any missing parcels until the relevant courier investigation has concluded. We reserve the right to charge a re-delivery fee for orders returned as undeliverable due to no-one being present at the delivery address to sign for the parcel or where an order has been sent to an incorrect address and re-sent once the address has been corrected, or to withhold refund of the delivery charge if the order is subsequently cancelled.
  3. International deliveries: Please allow additional time for customs clearance and local delivery. Prices for shipments to other countries (including Northern Ireland) will exclude any local taxes, import duty or other charges made outside Great Britain – it is the purchaser’s responsibility to pay these in addition to the price agreed and paid to Hair Rehab London Ltd. when the order was placed.  If the order is subsequently returned, Hair Rehab London will not cover the cost of any local taxes, import duty or other charges made outside Great Britain and any costs incurred by Hair Rehab London in returning the goods to them will be deducted from any refund owed to the customer.

4. Returns & Exchanges

  1. Eligibility: Returns are accepted within 14 days of receipt, provided the item is unopened, unused, and in its original packaging.
  2. Process: Before returning any item, please check our Returns Information and register your return via our Returns Page. We will process eligible refunds within 14 working days of the receipt of the return.
  3. Exceptions: Due to hygiene reasons, we cannot accept returns of products where hygiene ties / seals have been removed. We may make a deduction from the reimbursement for loss in value of any Products / Packaging if the loss is a result of unnecessary handling by you or inadequate packaging of the returned goods. Our policy on cancellations, returns and refunds does not affect your statutory legal rights.
  4. Discounts: Discounts and promotions (including multi-buy offers, percentage off, free shipping, and coupon codes) are subject to recalculation if items are returned. If returns affect the qualifying threshold, the original discount or free shipping may be withdrawn and the refund adjusted accordingly. Coupon codes are non-transferable, limited to one per order, and typically exclude bundles, gift cards and sale items. Misuse or failure to meet eligibility will void the discount. Unless otherwise stated, promotions end at 11:59pm on the Monday following launch.

5. Faulty Goods

  1. Reporting: If you receive a faulty item, please contact us within 14 days of receipt with details and, if possible, photographs of the issue.
  2. Assessment: We may require the item to be returned for inspection. If deemed faulty, a replacement or refund will be offered.
  3. Exclusions: The application of treatments such as dyes and colourants (including coloured shampoos) and especially bleaching agents such as peroxide and the use of products that contain sulphates and/ or sodium chloride will void any warranty or rights to refund.

6. Six-Month Guarantee

Our hair extensions come with a six-month quality guarantee, subject to the following conditions:

  1. Aftercare Compliance: The guarantee is valid only if our recommended aftercare guidelines have been followed, including the use of Hair Rehab London Aftercare Packs.
  2. Proof of Purchase: You may be required to provide proof of purchase of the aftercare products.
  3. Exclusions: The guarantee does not cover damage caused by misuse, improper application, or failure to follow aftercare instructions.

7. Colour Matching

  1. Accuracy: We strive to display our hair colours as accurately as possible. However, variations may occur due to screen settings.
  2. Assistance: For assistance with colour matching, please contact our team or use our Colour Match Service.

8. Professional Use

  1. Intended Use: Our products are designed for professional use. We recommend application by trained hair extension specialists.
  2. Liability: Hair Rehab London Ltd is not liable for damage resulting from incorrect application, maintenance, or use of non-recommended products.

9. Maintenance & Aftercare

  1. Product Care: To maintain the quality of your hair extensions, use only Hair Rehab London Haircare Products.
  2. Third-Party Products: Use of non-recommended products may affect the lifespan and condition of the extensions and may void the guarantee.

10. Promotions and Deals

Promotional offers such as Buy One Get One Free, percentage-off deals, and Free Gift promotions have no cash alternative and are subject to Hair Rehab London’s Terms & Conditions. If a paid item from a qualifying offer is returned, the refund will be adjusted to reflect the remaining order value, meaning any ‘free’ item or gift may become chargeable. If you return the free item or gift alone, no refund will be issued. Failure to return any gifted item may result in its full value being deducted from your refund. Hair Rehab London Ltd accepts no liability for any loss, disappointment or damages from participation or inability to participate in these promotions. We reserve the right to cancel or amend promotions at any time.

11. Website Terms and Conditions

By using the Hair Rehab London website, you agree to our full website terms and conditions. All website content is owned by Hair Rehab London Ltd and is for personal use only—reproduction or distribution without permission is prohibited. The site must be used lawfully and solely for browsing, purchasing, or reviewing content. We do not guarantee website availability and are not liable for any resulting losses. Any user-submitted content (e.g., images for colour matching) must be legally owned by the sender and may be used by us as outlined. While we strive for accuracy, product images and content are not guaranteed to be exact and may vary. Hair Rehab London Ltd reserves the right to update the website and these terms at any time

12. Mobile Terms of Service

The Hair Rehab London mobile message service (the "Service") is operated by Hair Rehab London (“Hair Rehab London”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
By consenting to Hair Rehab London’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Hair Rehab London through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).
You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Hair Rehab London. Your participation in this program is completely voluntary.
We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.
You may opt-out of the Service at any time. Text the single keyword command STOP to +18334981114 or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Hair Rehab London mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.
For Service support or assistance, text HELP to +18334981114 or email accounts@hairrehablondon.com.
We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.
The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.
To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.

13. Alterations to Service

We reserve the right to amend or withdraw services, pricing, discounts, or terms at any time. Please check these Terms regularly for updates.

For any further enquiries, please contact: enquiries@hairrehablondon.com