Terms & Conditions

1. About Us

These Terms & Conditions ("Terms") govern your access to and use of the website hadrillhair.com (the "Site") and any orders for products placed through the Site (together, the "Services").

The Site is operated by Hadrill Hair Ltd, trading as Hadrill Hair ("Hadrill Hair", "we", "us", "our"), a company registered in England and Wales under company number 17366295 (the "Company").

Our registered office is 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. You can contact us at info@hadrillhair.com or by telephone on +44 (0)7348 355370. The registered office is for legal correspondence; contact us for the correct address before returning Products.

When we refer to "you" or "your" in these Terms, we mean the individual consumer using the Site and/or purchasing products from us.

2. Legal Basis and Jurisdiction

These Terms are intended to comply with applicable consumer protection and e‑commerce laws, including (where relevant): EU consumer law and e‑commerce rules, the UK Consumer Rights Act 2015, and relevant US federal and state consumer protection and unfair contract laws.

If you are a consumer habitually resident in:

Subject to those mandatory rights, these Terms and any dispute or claim (including non‑contractual disputes or claims) arising out of or in connection with them or their subject matter or formation will be governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales will have non-exclusive jurisdiction.

Nothing in this section limits any rights you have as a consumer to bring proceedings in your home country or to rely on mandatory consumer protection provisions of the laws of your country of residence where those laws apply and cannot be excluded.

3. Acceptance of These Terms

By accessing or using the Site, or placing an order, you agree to these Terms. If you do not agree to these Terms, you must not use the Services or place an order. Our Privacy Policy separately explains how we handle personal data, including cookies and AI chat. Using the Site does not, by itself, give consent to marketing or non-essential cookies where consent is required.

You must be at least 18 years old, or the age of legal majority in your place of residence if higher, to place an order on the Site.

4. Changes to These Terms

We may update these Terms from time to time, for example to reflect changes in law, regulatory requirements, or our business practices. When we make changes, we will update the "Last updated" date at the top of this page and, where appropriate, provide additional notice (such as a banner or email).

The version of the Terms in force at the time you submit your order will apply to that order, unless a change is required by law to apply to existing orders.

5. Your Account

You may be able to create an account on the Site. You are responsible for keeping your login credentials confidential and for all activities that occur under your account.

You agree to notify us promptly if you become aware of any unauthorised use of your account or any other breach of security. We may suspend or close your account if we reasonably suspect misuse or fraudulent activity.

6. Product Information

We sell professional hair products, including but not limited to hair extensions, hair care products, and related accessories (the "Products"). Product descriptions, images, ingredients, and usage instructions are provided on the Site to help you make informed choices.

We take reasonable care to ensure that all details, descriptions, and prices of Products appearing on the Site are accurate, but errors may occur. Where we discover an error, we will correct it and may cancel or refuse any order placed for Products listed at an incorrect price or with materially incorrect information, in accordance with your consumer rights.

Colours and appearance of Products may vary depending on your device display and lighting and therefore may not perfectly match the images on the Site. This does not affect your statutory rights.

7. Ordering Process

To place an order, you must follow the steps on the Site checkout, provide the requested information, and submit your order. Before you submit your order, you will have the opportunity to review and correct any errors.

After you submit an order, you will receive an email acknowledging receipt of your order. This acknowledgement does not mean that your order has been accepted. We accept your order only when we send a separate order confirmation email or dispatch confirmation.

We may decline or cancel an order, for example if:

If we cancel an order after payment has been taken, we will refund you in full using the original payment method, without undue delay and in any event within the time required by applicable law.

8. Prices, Taxes, and Currency

Product prices are displayed on the Site in the currency indicated (for example, EUR, GBP, USD or AUD) and include or exclude taxes as specified on the product or checkout page.

For customers in the EU and UK, prices will normally be shown inclusive of applicable value added tax (VAT) where required by law, and any additional charges (such as shipping or duties) will be clearly disclosed before you place your order. For US customers, sales tax may be applied depending on your shipping address and applicable state law.

Delivery charges and any other applicable fees will be displayed separately before you confirm your order. If we have to change a price after you have placed an order due to a clear error, we will inform you and give you the option to reconfirm your order at the correct price or cancel it and receive a refund.

9. Payment

We accept the payment methods displayed at checkout, which may include major credit and debit cards, digital wallets, and other online payment services. You must use a payment method that belongs to you or that you are authorised to use.

By submitting an order and providing your payment details, you authorise us and our payment service providers to charge the total amount of your order to your selected payment method.

All payments are subject to validation checks and authorisation by the card issuer or payment provider. If your payment is not authorised, we will not be liable for any delay or non‑delivery of your order.

10. Delivery

We deliver to the countries listed on the Site. Estimated delivery times and shipping options will be shown at checkout and in your order confirmation.

Delivery times are estimates only and are not guaranteed, as they may be affected by factors outside our reasonable control (for example, customs delays or carrier disruptions). This does not affect your legal rights if we fail to deliver within a reasonable time.

For consumer orders, risk passes when you, or a person you nominate to receive the Products, takes physical possession of them, subject to any mandatory legal rules. Ownership of the Products will pass to you once we receive full payment.

11. Risk, Title, and International Deliveries

For international orders, you are responsible for ensuring that the Products can be lawfully imported into your country and that they comply with local regulations. We are not responsible for Products that are seized by customs or other authorities where you have failed to comply with import requirements.

Where duties, taxes, or clearance charges apply, these may be charged at checkout or by your local customs authority or carrier. We will clearly disclose at checkout whether duties and taxes are included or excluded from the total price.

12. Right of Withdrawal / Cooling‑Off (EU & UK Consumers)

If you are a consumer in the UK or EU buying Products online, you generally have 14 days to cancel without giving a reason, subject to the legal exceptions below. For goods, this period ends 14 days after the day you, or a person you nominate other than the carrier, receives them. Where goods in one order are delivered separately, the period runs from receipt of the last item.

To cancel, email info@hadrillhair.com or write to Hadrill Hair Ltd at the registered office above with a clear statement that you wish to cancel. You may use the model form below, but do not have to. Contact us for the correct goods-return address. You must send the Products back within 14 days after telling us you are cancelling.

We will reimburse payments due under your cancellation right, including the cost of our least expensive standard outbound delivery option for a cancelled order. Any extra amount paid for a more expensive delivery option need not be refunded. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them back or you provide evidence of sending them back, whichever happens first. We will reimburse you without undue delay and no later than 14 days after that date, using the original payment method unless you expressly agree otherwise, without a reimbursement fee.

You bear the direct cost of returning goods for a change of mind only where we told you this before purchase and no more favourable offer applies. We may make a legally permitted deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. These rules do not transfer the cost of returning faulty or misdescribed goods to you.

The cancellation right does not apply to goods made to your specifications or clearly personalised, or sealed goods genuinely unsuitable for return for health protection or hygiene reasons if unsealed after delivery. Opening ordinary packaging or a Product simply being a hair extension does not automatically remove your legal cancellation right. Your rights for faulty, misdescribed or otherwise non-conforming Products remain.

Any longer voluntary returns period offered in our Returns Policy is additional to these statutory rights.

Model cancellation form

Complete and send this form only if you wish to cancel:

To: Hadrill Hair Ltd, 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ; email: info@hadrillhair.com.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: [describe goods].
Ordered on / received on: [date].
Order number (if available): [number].
Name of consumer(s): [name].
Address of consumer(s): [address].
Signature of consumer(s) (only if this form is sent on paper): [signature].
Date: [date].

13. Returns, Refunds, and Exchanges

Our Returns Policy (as updated from time to time and made available on the Site) sets out practical details on how to return Products, when refunds are issued, and any conditions that apply, and it operates alongside your statutory rights.

Where you are entitled to a refund under law or our Returns Policy, we will process your refund without undue delay and, in any event, within the time limits required by applicable law, using the same payment method you used for the original transaction unless we have agreed otherwise.

14. Faulty or Non‑Conforming Products

We are under a legal duty to supply Products that conform with the contract. If a Product is faulty, misdescribed, unsafe, or otherwise non‑conforming, you may be entitled to a repair, replacement, price reduction, or refund, depending on your jurisdiction and the nature of the issue.

If you believe a Product is faulty or not as described, please contact us promptly with details and, where possible, photographs or other evidence. We may request that you return the Product for inspection.

Nothing in these Terms limits or excludes any statutory warranties or legal rights you have as a consumer under applicable law.

15. Safety and Proper Use

You must follow all instructions, warnings, and care guidelines provided on the Site, on Product packaging, or in any accompanying materials. Improper use, failure to follow instructions, or unauthorised modifications may increase the risk of damage or adverse effects and may affect your rights.

If you experience any adverse reaction, discontinue use immediately and seek professional advice if necessary. Our Products are not intended to diagnose, treat, cure, or prevent any medical condition.

16. Personal Data and Privacy

Our Privacy Policy explains what personal data we collect, why we use it, who processes it and your privacy rights. It also covers cookies, advertising data sharing, AI chat and international processing, including in the United States and Australia where applicable. The privacy notice does not replace any consent required by law.

17. Intellectual Property Rights

The Site and all content on it, including text, graphics, logos, photographs, videos, icons, and software, are owned by or licensed to us and are protected by copyright, trade mark, and other intellectual property rights.

You may use the Site and its content only for your personal, non‑commercial use and in accordance with these Terms. You must not copy, reproduce, distribute, modify, create derivative works of, publicly display, or exploit any part of the Site or its content without our prior written permission, except where permitted by mandatory law.

18. User Content, Reviews, and Social Media

If you submit any content to the Site or our social media channels (including reviews, comments, photos, videos, or other materials), you grant us a worldwide, non‑exclusive, royalty‑free, transferable licence to use, reproduce, modify, publish, translate, create derivative works from, distribute, and display such content in connection with our business and marketing, in any media.

You must ensure that any content you submit is accurate, lawful, and not misleading, deceptive, or defamatory, and that you have all necessary rights and permissions to share it. You must not post fake or incentivised reviews that do not reflect genuine experiences.

We may remove or refuse to display any content that we reasonably consider to breach these Terms or applicable law.

These user-content permissions apply to material you provide for publication, such as public reviews or social-media submissions. Private support emails and AI chat messages do not, by themselves, give us permission to publish identifiable testimonials or use those messages in advertising. Any such use requires a separate lawful basis and any consent required by law.

19. Prohibited Uses

You agree not to use the Site:

20. Disclaimers

While we aim to ensure that the Site is accurate, up‑to‑date, and available, we do not guarantee that it will be uninterrupted, error‑free, or free from viruses or other harmful components.

To the extent permitted by applicable law, the Site and its content are provided "as is" and "as available", without any warranties, representations, or guarantees of any kind, whether express or implied, other than those that cannot be excluded under consumer protection laws in your jurisdiction.

21. Limitation of Liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or consumer right that cannot lawfully be excluded or limited.

For consumer purchases, we are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. Loss or damage is foreseeable if it is an obvious consequence of the breach, or if you and we knew it might happen when the contract was made. We do not impose a blanket cap limiting your statutory compensation to the purchase price of a Product.

The retail Services are intended for personal consumer use. To the extent permitted by law, we are not responsible for business losses, such as lost business profits or business interruption, arising from a consumer's use of Products for business purposes. This does not reduce any mandatory rights or remedies you have.

22. Indemnity (Non‑Consumer / Business Users)

If you use the Site on behalf of a business or for commercial purposes, you agree to indemnify and hold us harmless from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with your breach of these Terms, your misuse of the Site, or your violation of any law or third‑party rights.

23. DMCA and Copyright Complaints (US)

If you are a rights holder in the United States and believe that any content on the Site infringes your copyright, you may submit a notice under the US Digital Millennium Copyright Act (DMCA). Your notice should include the information required by 17 U.S.C. § 512(c)(3), and should be sent to the contact details provided on the Site.

We may remove or disable access to allegedly infringing material and, where appropriate, terminate accounts of repeat infringers in accordance with applicable law.

24. Geo‑Blocking and Access

We aim to comply with applicable EU rules on non‑discrimination and geo‑blocking in access to our Site and commercial terms, subject to objective justifications such as different delivery costs or legal requirements. We will not unjustifiably block or limit access based on nationality, place of residence, or place of establishment within the EU.

25. Changes to the Site and Services

We may update or change the Site, our product range, and our Services from time to time, for example to reflect changes in our offerings, customer needs, or business priorities.

We do not guarantee that any particular Product, feature, or promotion will always be available.

26. Termination and Suspension

We may suspend or terminate your access to the Site, or cancel orders, if we reasonably believe that you have breached these Terms, engaged in fraudulent or illegal activity, or otherwise misused the Site.

Where appropriate, and unless prohibited by law or law‑enforcement requirements, we will notify you of the reason for suspension or termination and, if possible, provide an opportunity to remedy the issue.

27. Force Majeure

If an event outside our reasonable control delays performance, we will take reasonable steps to limit its effect and inform affected customers where appropriate. This does not remove your statutory rights, including rights to cancel or obtain a refund where delivery is not made as legally required. We remain responsible for obligations that the law does not allow us to exclude.

28. Complaints and Dispute Resolution

If you have a complaint, please email info@hadrillhair.com so we can try to resolve it. You can also write to Hadrill Hair Ltd at the registered office above.

If a dispute remains unresolved, alternative dispute resolution may be available depending on the dispute and the applicable scheme. We will provide any information about an appropriate ADR body and our participation that the law requires. We do not represent that we are a member of a particular ADR scheme.

EU consumers can find current dispute-resolution bodies through the European Commission's consumer-redress directory. This does not restrict your right to seek independent advice or bring court proceedings, including in your home jurisdiction where mandatory consumer law permits.

29. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court or competent authority, that provision will be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable, or, if such modification is not possible, it will be severed, and the remaining provisions will continue in full force and effect.

30. No Waiver

Our failure or delay in exercising any right or remedy under these Terms will not constitute a waiver of that or any other right or remedy, and no waiver will be effective unless expressly stated in writing.

31. Assignment

We may assign or transfer our rights and obligations under these Terms, in whole or in part, to another organisation as part of a restructuring, merger, sale, or other corporate transaction, provided that this does not adversely affect your rights under the Agreement.

You may not assign or transfer your rights or obligations under these Terms without our prior written consent, except as permitted by mandatory law.

32. Entire Agreement

These Terms, our Returns Policy, the information about your purchase that forms part of the contract under applicable consumer law, and any other terms expressly agreed with you govern your purchase. This does not exclude rights or remedies relating to information we are legally required to provide, statements you are legally entitled to rely on, or fraud or misrepresentation. Our Privacy Policy separately explains personal-data processing.