TERMS AND CONDITIONS
BEFORE YOU BUY PLEASE NOTE THE BELOW. WHEN YOU MAKE A PURCHASE WITH US YOU SIGN-UP TO THESE TERMS AND CONDITIONS
CANCELLATION POLICY.
You may cancel your order but this has to be done exactly 1 hour after your order has been made. You will receive an email whether your request has been granted or not.We are proud to say our fulfilment team works pretty fast, and always aim to be extremely efficient so please be mindful that we are unable to change or cancel an order once it has been fulfilled (processed, packaged and shipped).
REFUND POLICY.
At Hiydro Hair, we strive to ensure that all our customers are satisfied with their purchases. All items are photographed and thoroughly inspected before shipment.
Due to the nature of our products, all sales are final meaning:
We do not offer exchanges or refunds. However, if you receive a defective, damaged, or incorrect item, please contact us immediately. You may qualify for either an exchange or refund.
Reporting Faults:
- You have 14 days from the date of purchase to report any faults with your hair product. Outside of this reporting period, your order will not be eligible for an exchange or refund.
- To report any faults or issues with your purchase, please contact us at hiydrohair@gmail.com with your full name and order number
- Once you have emailed us we ask that you wait up to 24-48 hours for a response
- Upon reporting a fault, we will request photos/videos via email. Following this, we will require the physical return of the product for inspection.
Before attempting to return your order, please read below to ensure it is eligible:
Hair Extensions
To be eligible for a return, your product must:
- Still have the original Hiydro Hair tag attached and in a good/saleable condition
- Still have any original packaging intact (this includes all plastic zip ties / ribbon banding / elastic banding) and in a well presentable condition
- Not be altered in any way (brushed out, cut, coloured, bleached)
- Not appear to have been worn
If your items do not meet these standards, your refund will be rejected. All our bundles are machine sealed with rubber bands so we will be aware if these have been removed.
We recommend sending back your item via Royal Mail special delivery. This is a tracked, weighed and insured service. You are responsible for ensuring that your order gets back to us. You will not be refunded under any circumstances if we don't received your items back.
Proof of purchase is required with every refund or exchange. Please add a note of your order number and full name inside the parcel.
PLEASE NOTE: Fees such as additional shipping charges, duties, customs, overdraft, interest, or any other fees charged by a third-party will NOT reimbursed.
Timeframe for Returns/Exchanges.
- You must manage the return before the established deadline
- All returns must be initiated within the specified deadline, as outlined in our policies.
- Failure to return the product within the established timeframe of 14 days will result in the forfeiture of your eligibility for a refund or exchange
- Refunds normally take 7-10 working days to appear in your account.
REFUND FAQ
My parcel has been damaged in transit I would like a refund?
We do not take responsibility for any parcels that are damaged in transit and do not issue any refunds in these cases. When you make a purchase with us you sign-up to these terms and conditions.
My order says it is 'delivered' via the delivery courier tracking system but I have not received it, can I have a refund
Once we have been provided evidence by the courier that the parcel has been delivered to the designated address, our policy is that we do not issue refunds. Please note we do not take any liability or issue refunds when we have proof of a successful delivery from the courier services.
My order is delayed, can I get a refund in the meantime?
As per our refund policy we only offer refunds once we have received back an order in a condition in line with our refund policy. Orders delayed in transit or held temporarily in customs do not qualify for a refund unless the order is confirmed as lost.
We have had instances where customers have made high-value order purchases which have been delivered but then made fraudulent claims of non-delivery in order to keep the goods and then gain a refund.
In these instances where we have proof of delivery, we encourage customers to raise a claim with the courier service to raise an investigation into the whereabouts of their parcel.
SHIPPING POLICY.
UK deliveries: Orders made within the United Kingdom usually take up to 10 working days to be processed and to be dispatched. Once your order has been processed we will issue you with a dispatch notification and a delivery tracking number. Once dispatched you will receive a tracking number. Any issues you should contact them before contacting us. Please contact the courier in the first instance for an update. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel if there are any this is usually ever rare delays.
International deliveries: Please allow 12 working days for international orders to be processed. Due to the high volume of shipments this may take longer than the 16 working days and up to 4 weeks. Once your order has been processed we will issue you with a dispatch notification and a delivery tracking number. Standard delivery times are 3-5 working days. If you have a delivery courier's tracking number for your parcel and your order is delayed, please contact the courier in the first instance for an update. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue refunds on orders still in transit.
Delivery during sale periods: All orders made during the sale usually takes an extra few days to process. Please allow up to 15 working days to be processed. Due to the high volume of shipments it can take a little longer than usual however we aim to deliver within the normal time frame. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue refunds on orders still in transit.
SHIPPING FAQ
When should I contact the team about a delayed order?
Please avoid emailing the team for an update of your order if the full processing time has not passed (14 working days, UK and 16 working days, international). If you have your delivery courier's tracking number for your parcel, please contact the courier service as a first point of call as they will have the most up to date information on the whereabouts of your order. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue refunds on orders still in transit.
Can my address be changed after I have made an order?
Orders will only be dispatched to the address in the order to avoid fraudulent claims. Once you have the delivery tracking number you can contact the courier companies directly to make a change of address. Please note we are not responsible for any incorrect or missing mailing address details provided by the customer. Please ensure that your address is entered correctly at checkout.
I have ordered a product can someone else make a query on my behalf?
We will only discuss orders with the customer whose name is on the order to avoid any fraudulent claims.
Fraud Policy.
Under no circumstance does Hiydro Hair tolerate fraudulent orders. Fraudulent orders will result in a permanent blacklisting from our website.
Chargeback Policy
Under no circumstance does Hiydro Hair tolerate fraudulent chargebacks. Fraudulent chargebacks will result in a permanent blacklisting from our website.