Return Policy

ITEM MUST BE RETUNED WITHIN 7 DAYS upon receiving your order (Hair Extensions are exempted. Please see below instruction) or 1 year for electrical items that require exchange through mechanical failure these will require the guarantees attached.
 
Return postage is at the buyers expense.
 
You may return any UNOPENED product for a refund within 7 days, as long as the product is untampered, unopened, and in a resalable condition. Returns of any product outside this period will not be accepted except electrical items which have mechanical issues and these have to be inside the 12-month guarantee period (The guarantee period is from point of purchase and not delivery). All electrical item guarantees are exchange only and no monetary or credit notes will be issued instead of or alongside the exchange.
 
Customers are required to contact us in order to obtain a Return Merchandise Authorization (RMA) before reshipping any products to our facility. Customers can obtain an RMA by either contacting us through e-mail or over the phone. We require ALL returns to be insured with tracking and delivery confirmation, so that we may process your refund or exchange in a timely manner. The original shipping and handling cost for the order is NON-refundable. If your order was “free shipping”, your shipping charge will be calculated based on the following formula: 10% of your order total with maximum shipping charge to be £10.00.
 
Example: If your order total was £50.00 and had free shipping then you would be refunded less the 10% of £50.00 to equal £45.00.
 
HAIR EXTENSION RETURNS (DETAILS RELEVANT TO ALL OTHER PRODUCT RETURNS & EXCHANGES)
Customer Returns and the Halo Guarantee
 
A customer may return any item within 7 days of delivery, for a refund or exchange provided the item(s) meets with the following criteria:
All goods must be returned in the original condition they were received.
Any goods returned outside the original condition will be reviewed by us to determine whether it is eligible for a refund or exchange as outlined in this section. A refund or exchange will not be provided for products returned in a used condition or that have been tampered with.
 
Used condition and tampering includes but is not limited to:
hair extensions that have
(i) been cut
(ii) been coloured, dyed, or permed
(iii) had heat applied for the purposes of straightening or curling effect
(iv) that have any damage inflicted as a result of tampering including traces of scents such as cigarette smoke or burning.
(v) extensions that have been removed from the cardboard backing in the original packaging.
 
While we appreciate any assurance they have not been used, these are hygenic goods and cannot be accepted back under such condition. Under the rules of distance selling, hair extensions are considered "for the supply of goods made to the consumer’s specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly". We fully support and enforce this legislation when it comes to items removed from their packaging. If an item is determined to be used or tampered with, you will be notified via email within 7 days of its return. You will be granted the option to pay for its return to you. If you do not reply or refuse to make payment for its return to you, the item will be held for 30 days and then destroyed.
 
Returns must be requested within 7 days of receipt of delivery.
Returns will not be accepted after 7 days unless goods are faulty. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions.Our goods are not shipped faulty. In the even that a halo wire is broken it is covered by our lifetime warranty. As this is a hygenic product, we cannot accept back items simply because a clip isn't working after the product is removed from its packaging. We will however replace any broken clips or suppy extra pieces to replace a weft with a broken clip.
 
The buyer is responsible for all postage costs when returning items to us for refund or exchange. International clients are also responsible for any customs or duties charge payable to reutrn items to us. All items are dispatched from and must be returned to:
 
Beauties Factory UK
Unit 4 Houndgate Mews
Darlington
Co Durham
DL1 5SG
United Kingdom
 
We ask that you contact us at info@beautiesfactroy.co.uk for specific returns instructions before posting your item to us. We will certainly reimburse any 1st class recorded Royal Mail postage costs if the buyer is returning goods or items that were delivered in error. Once the goods are returned to our premises, you will receive either the refund or exchange as you have requested and reimbursement of 1st class postage costs to our business.
 
We will not accept liability for products lost or damaged during transit returned by you. We advise insuring all items returned to us and sending returns via recorded delivery. This service provides a tracking number should any delivery dispute arise. If a tracking number shows delivery of an item but our offices haven't received it, we reserve the right to contact Royal Mail (or other courier) to confirm the exact delivery address used. If the address is different to the one directed by Beauties Factory UK, no refund or exchange shall be given.
 
If you choose to send back your return or exchange via unrecorded post, we will not be held liable for any delay or loss. This is in accordance with all UK legislations. All refunds will be actioned to the original payment method provided unless otherwise expressly agreed between you and Halo. This will occur within and no more than 28 days after we receive your return, in accordance with DSR legislation.
 
If a refund occurs after an exchange, the cost of posting out the exchanged item will be deducted from your refund total. Any item returned that is determined to have been tampered with or used will be offered to be returned to the customer via email. This return is at the customer's expense. All returns must be received within 7 days of notifying us that you would like an exchange or refund. It is up to the discretion of the directors to allow returns outside this time period. Beauties Factory UK reserves the right to deduct postage costs from any refund amount for goods returned outside the time frames required by the rules of distance selling. 
 
REFUNDS WILL BE GIVEN AS:  Merchandise credit
 

RETURN POLICY CAVEAT: If the items are not as described, we will offer a Merchandise Credit or replacement. In most cases, this will be minus shipping, although if it was a mistake by us, we will cover the total cost.

 

LOST or DELAYED PARCELS

Once we have dispatched your items it is then the responsibility of the courier or postal service to deliver. We ask that our UK customers allow 15 working days for the delivery items due to unforeseen circumstances such as strike action or chronic weather conditions.

 
We do not consider items to be “lost in transit” until a certain amount of time has passed in accordance with the independent regulations of the courier or postal service. If an item is lost, we will provide an immediate replacement or refund, as directed by you, at no further cost to you. We shall not be held responsible for any delays due to weather conditions or the typical increase in traffic during the holiday seasons.
 

WHY DO WE HAVE A RETURN POLICY?

  1. Buyers like it. A return policy can make a buyer more comfortable. 
  2. Sellers need a return policy to cover & protect ourselves. 
  3. Some credit card companies are honoring seller policies. A well-written policy can possibly prevent seller from having to do a full credit card refund if the buyer returns the item and this is not in accordance with your policy.
  4. Even simple policy, such as noting "no returns", "shipping charges are not refundable" or "restocking fee may be charged" is good business.  
  5. Sound policies protect the seller and buyer. We will always make exceptions for our best customers.
 
We try to be fair and accurate with all our descriptions. Please read each description carefully. This is not a retail store. All sales are final.
 

We do not offer refunds on any item unless it's grossly misrepresented. If a refund is given, it will only be for the cost of the item. Shipping and handling is non-refundable. Restocking and other fees may be charged.

 
If there is a problem, we can work together to resolve the problem. We have and always will be extremely fair and always try to work with our reasonable customers. We will make every attempt possible to resolve the issue if we made a mistake (it happens). Please do not assume a mistake is intentional. Let us know if our service could be better!!
 

Unfortunately mails do get lost. You may want to consider insurance and tracking method to give you extra piece of mind. For items that are unfortunately loss in the post, we will replace them after the relevant timeframes are met.

WE DO NOT REFUND ITEMS LOST IN TRANSIT

 
Please note that there is a 5% re-stocking fee on all returns. Before a refund can be issued, the returned item will be reviewed to ensure that the product meets the above criteria (unused and unopened). If these two conditions are not met, we reserve the right to refuse a refund.
 
Any package returned by Royal Mail or Fedex for reasons such as unknown or insufficient address can be reshipped for minimum fee of £2.49 or a refund can be issued less the cost of shipping and the 5% re-stocking fee.
 
Packages returned by international customs due to the denial of a products entry or a package left unclaimed CANNOT be reshipped and will be issued a refund less shipping and the 5% re-stocking fee. Please note that international customers are responsible for checking with local customs in regards to the allowance or entry of a product into their country, as well as customs fees/duties. We are NOT liable for any extra fees/duties your customs may require. If you wish to cancel your order and do so before we have shipped your product (before receiving your shipment email notification with shipment identification number), there is only a 5% order cancellation processing fee.
 
***By accessing this website or ordering product, you acknowledge that you have read, understand and accept the Privacy Policy, Shipping Policy, and Return Policy. These agreements may be amended without notice at any time by the Company.

 

If you are unsure for any reason, then please contact us ASAP.
 
The bottom line is we want you to be happy!