Returns and Refund Policy

Last updated: 10 November 2026

This policy explains returns, exchanges and refunds for purchases from Hadrill Hair Ltd at hadrillhair.com. Our voluntary returns promise is additional to your statutory rights.

Our 35-day returns promise

Our standard change-of-mind return window is 35 days from delivery. Email us within that period to arrange a return of an eligible product for a refund of its price, provided it is unused and in its original condition:

• Hair extensions must remain in their original ties and packaging. Please check the colour against your own hair before releasing the ties.
• Hair care products must be unopened and sealed.
• Accessories must be unused and in their original packaging, subject to the voluntary-return exclusions below.

For this voluntary promise, we do not accept extensions with released ties or hair that has been washed, coloured, cut or otherwise altered, or opened hair-care products. These conditions do not override any statutory cancellation or faulty-goods rights.

If your order was placed while we advertised a more generous return window, we will honour the terms offered for that order.

Changing a colour

If a shade is not right, email info@hadrillhair.com with your order details within 35 days of delivery. Eligible extensions must remain in their original ties and packaging. Return postage for a voluntary colour exchange is at your cost; we send the replacement to you free of charge. Our colour-match service is complimentary.

How to return

1. Email info@hadrillhair.com with your order number, if available, and the item you wish to return or exchange. We will confirm the correct goods-return address.
2. Pack the item securely. Keep its original packaging where required for a voluntary return.
3. We recommend a tracked service and keeping proof of postage. You pay voluntary change-of-mind return postage unless a more favourable offer applies; we cover reasonable return costs for faulty, misdescribed or incorrect items where required by law.

Contacting us for instructions does not make a statutory cancellation dependent on our approval. You can give a clear cancellation statement by email or post as described in our Terms & Conditions.

Refunds

For voluntary returns, we will refund the product price to your original payment method within 14 days of receiving and inspecting the eligible item. Original delivery charges are not refunded for a voluntary change-of-mind return outside the statutory cancellation period.

For statutory cancellation, we will refund the payments due, including the cost of our least expensive standard outbound delivery option for a cancelled order. Unless we offered to collect the goods, we may withhold reimbursement until we receive them back or you provide evidence of sending them back, whichever is earlier. 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. We may make a deduction for diminished value only where the law permits it. Bank or card-provider processing can take additional time.

Faulty, damaged or incorrect items

Please contact us promptly with your order details and, where possible, photos of the issue. We will assess it and arrange the remedy you are entitled to, such as a refund, replacement or repair, including reasonable return costs where required by law. UK consumers may have a 30-day short-term right to reject faulty goods and further rights after that period; the 35-day voluntary returns window does not end those rights.

Damage caused by incorrect fitting, alteration or care may affect a commercial warranty, but faults and remedies must be assessed on the evidence. Your statutory rights do not depend on buying our hair-care range or having a commercial warranty. Our Maintenance and Care guide explains how to look after extensions.

Voluntary-return exclusions

Hairbrushes, hair clips and custom-ordered hair extensions are excluded from our voluntary change-of-mind promise. This does not remove statutory rights. In particular, simply being pre-ordered or custom-ordered does not make an item legally exempt from cancellation unless it is made to your specifications or clearly personalised, or another legal exception genuinely applies.

Extension warranty

Commercial warranty conditions depend on the product and fitting method. See our Product Warranty and Maintenance and Care pages for those conditions. Commercial warranties and our voluntary returns promise are separate from your statutory rights.

If your order does not arrive

Orders are sent with tracked couriers. If your parcel has not arrived within the estimated time, email info@hadrillhair.com with your order details. We will investigate with the carrier and keep you updated. For consumer deliveries using a carrier we offer, our responsibility does not end simply because the parcel was dispatched.

Your statutory cancellation rights

UK and EU consumers buying online generally have 14 days after the day of receiving goods to tell us they wish to cancel without giving a reason, followed by a further 14 days to send the goods back. Exceptions include goods made to your specifications or clearly personalised, and genuinely sealed goods unsuitable for return for health protection or hygiene reasons if unsealed after delivery. Opening ordinary packaging or releasing extension ties does not, by itself, automatically remove statutory cancellation rights.

You are also entitled to goods that are of satisfactory quality, fit for purpose and as described. Any longer mandatory rights in your country remain. See our Terms & Conditions for cancellation details and a model cancellation form.

Contact

Hadrill Hair Ltd, trading as Hadrill Hair, is registered in England and Wales under company number 17366295.
Registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
Email: info@hadrillhair.com.
UK telephone: 07348 355370.

The registered office is for legal correspondence. Please contact us for the correct goods-return address before sending Products back.