Returns & Exchanges
CAN I RETURN / EXCHANGE MY ITEMS?
Unwanted items can be returned with in 14 days for a refund or an exchange as long as the items are unused and with in the original packaging. The items must be attached to the backboard where applicable, with the hygiene stickers and tags still in tact.
WILL MY POSTAGE BE REFUNDED?
Original postage & return postage will not be refunded under no circumstance when refunding an order.
DO I HAVE TO PAY TO RETURN A ORDER?
Unfortunately, we do not have a free returns system. Returns must be paid by the customer.
I HAVE OPENED MY ITEM! CAN I RETURN?
For hygiene reasons we cannot accept back products which have been worn/used or with the hygiene seal broken, even if this is to check suitability, unless faulty.
Items returned with the hygiene seal broken cannot be refunded and will not be returned back to you. Please contact the Luxe customer care team for more information.
The Consumer Contracts Regulations 2013 states “consumers will lose their right to cancel if they unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons”. If the buyer removed hygiene seals against instructions to the contrary, they are likely to be deemed to have ‘accepted’ the goods and are not entitled to be refunded.
HOW LONG DOES A RETURN TAKE?
Once items are returned to the Luxe HQ, the returns team will inspect each product to ensure the hygiene seal has not been broken.
This may take around 2 to 3 working days, however, please allow up to 10 working days during busy periods.
HAIR EXTENSIONS ON HOLIDAY.
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 to avoid both chlorine and seawater as this can damage hair and hair colour.
AM I RESPONSIBLE FOR MY RETURNED GOODS?
You or your carrier are responsible for any returned goods until they reach the Luxe HQ. Cost and risk of return will be at your expense and so we strongly recommend you obtain proof of postage or use Royal Mail’s ‘Recorded signed’ or ‘Special delivery’ service for a higher value item. We advise a tracked service as we are not liable for any losses.
Please retain your proof of return so if in the unlikely event your parcel is lost, you can dispute with the courier service you used.
Furthermore, we make it a strong suggestion that the packaging is wrapped thoroughly to avoid any damage during the transit back to us. As we are not able to determine whether the damage/opening of the sealed package was done by yourselves or by the delivery company we fully reserve the right to refuse any damaged packaging and therefore refuse the requested refund.
Any goods that we receive outside of the returns policy will be defined as ‘in dispute’ and as such will not be refunded. A reason for the decision will be provided.
FAULTY ITEMS.
For any returns due to a presumed product fault, products are guaranteed only when using the full Luxe hair care range. Customers will need to contact customer care with in a maximum of 30 days of delivery date to complete our returns/questionaaire form in order for us to help further. This is due to the human hair being a consumable item during wear. Please also note our customer service team is only contactable via email.
Luxe by she will not issue any replacements until the original hair has come back for testing.
Please note that testing can take up to 30 working days.
AFTERCARE – human hair
We only recommend the use of Luxe By She aftercare products, and cannot guarantee the quality of any of our hair extensions with other formulas or brands used, especially those containing a protein-based ingredient which will dry and potentially matte the hair.
Aftercare products must be purchased at the time of purchasing the extensions to activate the extended warranty. Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for both extensions and aftercare. Luxe have the final say on its decision on the outcome of its review, however, its decision will be supported by evidence.
All returns must accompany the form above as specified. Any colouring, toning (including silver and purple shampoo) is done at the customer’s risk and we will not proceed to test, refund or exchange any that have been exposed to the above.
Goods will not be considered faulty, from our side, if the goods’ condition deteriorates due to poor hair management from your own actions/omissions including (but not limited to) heat damage (from blow drying and hot tools including but not limited to straightening irons and wands), incorrect aftercare or poor application of extensions fitting. If no fault is found, the goods will be returned at your cost and we won’t refunded/replace.
Luxe will not be held responsible for any additional expenses due to faulty goods eg removal / reapplication. We recommend a qualified professional applies any professional hair extensions and that customers always have a consultation prior to any permanent human range being applied.
It is the stylist’s and the customers responsibility to explain and read the aftercare agreement which must be signed and saved for future reference. The hygiene tag must not be removed until you have checked the shade method and length. Once the items are removed from the original packaging and the hygiene tags and stickers are removed you are agreeing to the Luxe by she terms and conditions.
It is the stylist’s responsibility to show the hair extensions to the customer before application so that the customer can confirm the shade texture and quality is acceptable.
Luxe by she will not be held responsible for any issues caused by poor application. It is the customers responsibility to have the hair extensions fit and applied by a professional hair stylist who is trained with in the certain hair extensions application method. Any issues due to application must be taken up with the stylist.
Luxe by she will not be held responsible for any additional expenses due to faulty goods e.g. removal or re-application costs.
We strongly advise that a qualified professional applies and removes any professional hair extensions to prevent any damage to your own hair, this should also include a signed consultation form before application.
We strongly recommend against booking any appointments until you have received your good and until you are happy with the colour / method / length.
Luxe by she will not be held responsible for any missed or delayed appointments due to late deliveries. We strongly advise against booking any future appointments until you have received and checked your hair order.
Luxe by she will not be held responsible for any loss due to missed appointments. Tape and weft sealant is recommended before professionally applying your hair extensions to avoid any future shedding of the hair. Bespoke and sale items are none refundable or exchangeable. Bespoke items include clip in hair and tape weft. For guarantee of your hair extensions proof of purchase of the tape and weft sealant from the time of your hair extensions purchase will need to be provided.
Professional stylists purchasing products for their own customers must explain the aftercare process to their customers, luxe by she will not take liability for its trade customers fault.
Luxe by she customers agree to maintain their hair extensions with in the time frame mentioned with in the aftercare agreement and to follow all adviced aftercare.
Any goods that we receive outside of the returns policy will be defined as ‘in dispute’ and as such will not be refunded or exchanged.
Please contact the returns team to arrange your return.
Returned item must be unused and in their original packaging. This includes being still attached to the backboard, with tags on and the hygiene seal still intact. Items returned with the hygiene sticker broken cannot be refunded.
NO REFUNDS ON SALE / DISCONTINUED ITEMS / CUSTOM MADE HAIR OR CLIP INS