Returns and Refund Policy
Last updated: 7 September 2026
We want you to love what you ordered. If something is not right, this page explains how returns work at Hadrill Hair. Nothing here limits your legal rights as a consumer, which are summarised at the end.
Our 35 day returns promise
You may return any product within 35 days of delivery for a full refund of the product price, provided it is unused and in its original condition:
- Hair extensions must still be in their original ties and packaging. It is easy to check the colour against your own hair without releasing the ties, so please do this first.
- Hair care products must be unopened and sealed.
- Accessories must be unused and in their original packaging.
For reasons of hygiene we cannot accept extensions whose ties have been released, hair that has been washed, coloured, cut or otherwise altered, or hair care products that have been opened, unless the product is faulty.
Changing a colour
Choosing a shade online can be hard. If the colour is not right, email info@hadrillhair.com with your order number within 35 days of delivery and we will arrange an exchange. Return postage for exchanges is at your cost; we send the replacement to you free of charge. If you would rather be sure before you order, our colour match service is complimentary.
How to return
- Email info@hadrillhair.com with your order number and the item you wish to return or exchange. We will confirm the return address.
- Pack the item securely in its original packaging.
- Send it with a tracked service and keep your proof of postage. Return postage is at your cost unless the item is faulty or we sent the wrong item. We cannot take responsibility for returns that are lost in transit without tracking.
Refunds
Once we receive and inspect the item we will refund the product price to your original payment method within 14 days. Original delivery charges are not refunded for change-of-mind returns made after the 14 day cancellation period described below. Refunds can take a few days to appear depending on your bank or card provider.
Faulty or incorrect items
If an item arrives damaged, faulty, or is not what you ordered, contact us within 30 days of delivery with photos and your order number. We will arrange a replacement or a full refund including delivery, and we will cover the cost of the return. Please note that natural human hair extensions need to be fitted and cared for correctly. Wear resulting from fitting, heat styling, colouring, or care products that contain protein, sulphates or alcohol is not a manufacturing fault. Our Maintenance and Care guide explains how to keep your extensions in good condition.
Final sale items
Hairbrushes, hair clips and custom-ordered hair extensions cannot be returned for change of mind. Your rights in respect of faulty goods are unaffected.
Extension warranty
Our extensions are guaranteed against manufacturing faults when they are fitted with Hadrill Hair micro beads or replacement tape and cared for with the Hadrill Hair Care range, following our Maintenance and Care guide. Please check the hair thoroughly before the ties are removed and before it is fitted. Colour can vary slightly between batches. Full details are on our Product Warranty page.
If your order does not arrive
All orders are sent with tracked couriers. If your parcel has not arrived within the estimated delivery time, email info@hadrillhair.com with your order number and we will open an investigation with the carrier and keep you updated.
Your legal rights
If you are a consumer in the United Kingdom or the European Union you have the right to cancel your order within 14 days of receiving it, for any reason, and receive a refund including standard delivery, provided you return the goods within a further 14 days. This right does not apply to sealed hygiene products once unsealed, which includes hair extensions removed from their ties and opened hair care. Under the Consumer Rights Act 2015 you are also entitled to goods that are of satisfactory quality, fit for purpose and as described. Our 35 day promise is in addition to these rights, not instead of them.
Contact
Hadrill Hair is a trading name of J'adore Hair Supplies Pty Ltd as trustee for the J'adore Trust (ABN 78 847 066 288), 1/41 Taree Street, Burleigh Heads, Queensland 4220, Australia. Email info@hadrillhair.com.
