Returns, Refunds
& Exchanges

Customers wishing to cancel an eligible online purchase must notify AH Hair Boss within 14 days of receiving their order. Eligible goods must then be returned within 14 days of notifying AH Hair Boss of the cancellation.

To qualify for a change-of-mind return, the hair must be:

• completely unused and unworn
• in its original condition
• in its original packaging
• with all applicable hygiene, security and tamper seals completely intact
• unwashed
• uncut and untrimmed
• uncoloured
• untoned
• unfitted and not temporarily attached
• untreated with products, sprays, oils or chemicals
• free from heat alteration
• otherwise unaltered

Products must be returned with all original packaging, accessories and documentation supplied.

Nothing in this section affects statutory rights relating to faulty, incorrectly supplied or misdescribed goods.

Human hair extensions may be supplied in protective sealed packaging.

Where the applicable legal hygiene exception applies, AH Hair Boss may be unable to accept a change-of-mind return after the relevant hygiene or tamper seal has been broken following delivery.

Customers must check the following before opening sealed hair packaging:

• product
• hair quality
• shade
• length
• weight
• quantity
• order details

Breaking a seal merely to inspect hair should not be necessary where the product can be adequately inspected through its packaging. Please hold the sealed hair against your own hair in suitable lighting before opening it.

This restriction does not affect statutory rights where goods are faulty, incorrectly supplied or not as described.

Hair colour can appear different according to:

• natural and artificial lighting
• cameras and camera settings
• mobile phones
• computer monitors
• screen brightness
• filters
• surrounding colours
• image quality

Choosing an unsuitable shade does not, by itself, mean the product is faulty, incorrect or misdescribed.

Customers must inspect and check their chosen shade before breaking any applicable hygiene seal, opening the hair, fitting it or altering it.

If a customer believes they have received a different shade from the shade ordered, they must contact AH Hair Boss before opening, fitting or altering the hair wherever reasonably possible.

AH Hair Boss provides an automated AI Colour Match service to help customers identify a potentially suitable hair-extension shade. The service is an assistance and recommendation tool only. It does not guarantee a perfect or exact colour match.

The accuracy of the recommendation depends heavily on the photographs and information supplied by the customer. AH Hair Boss cannot guarantee the accuracy of a recommendation where the customer supplies:

• filtered photographs
• edited or colour-adjusted photographs
• screenshots
• old photographs
• photographs taken in poor lighting
• photographs taken under strongly coloured artificial lighting
• heavily shadowed or overexposed photographs
• images in which the relevant hair is obscured
• photographs that do not accurately represent the customer's current hair colour
• incomplete information
• inaccurate or misleading information
• otherwise unsuitable images

Where an inaccurate recommendation results from inaccurate, incomplete, misleading or unsuitable photographs or information supplied by the customer, this does not by itself mean that the hair supplied is faulty, incorrect or misdescribed.

Nothing in this section affects statutory rights where the goods themselves are genuinely faulty, incorrectly supplied or not as described.

Whether a shade has been:

• chosen by the customer
• recommended by a stylist
• recommended by the AH Hair Boss Colour Match Bot
• recommended by another person

the customer must inspect the shade before breaking an applicable hygiene seal, opening the hair, fitting it or altering it. Please compare the sealed hair with your own hair in clear and suitable lighting.

A Colour Match Bot recommendation is never an “exact match” or a “guaranteed match”. We describe results only as a Recommended Match, Closest Recommended Shade or Recommended Shade.

Customers and professional stylists must inspect the hair before installation or alteration. Before fitting begins, please check:

• product
• shade
• length
• weight
• condition
• quantity
• suitability

If there appears to be a problem, the customer or stylist should stop and contact AH Hair Boss before proceeding further wherever reasonably possible.

Hair that has been fitted, cut, washed, coloured, toned, chemically treated or otherwise materially altered may be more difficult to assess in its original supplied condition. Continuing to use or alter hair after becoming aware of a possible issue may affect AH Hair Boss’s ability to investigate the complaint.

This does not remove any statutory remedy to which the customer is legally entitled.

Customers should not proceed with installation or alteration if they believe the product may be unsuitable, incorrect or faulty. Hair that has been:

• fitted or installed
• cut or trimmed
• layered
• washed
• coloured
• bleached
• lightened
• dyed
• toned
• exposed to purple or silver shampoo
• chemically treated
• treated with products
• materially heat altered
• otherwise altered

cannot ordinarily be accepted as a change-of-mind return.

Where a customer claims the hair is faulty, AH Hair Boss reserves the right to inspect the product and investigate its condition, usage, fitting and aftercare.

This does not affect statutory rights where the hair was faulty when supplied.

AH Hair Boss does not recommend colouring, bleaching, lightening, toning or chemically processing hair extensions unless the particular product is expressly stated to be suitable for that treatment. Hair extensions may have already undergone processing during manufacture and may react differently from natural growing hair. Any additional colouring or chemical processing is undertaken at the customer’s own risk.

Customers choosing to alter the hair should:

• use a suitably qualified professional
• disclose that the product is hair extensions
• conduct a strand test first
• check the result before treating the remainder of the hair

Damage caused by colouring, bleaching, toning, inappropriate chemicals, unsuitable products, excessive heat, incorrect fitting or improper aftercare is not a manufacturing fault.

This does not affect statutory rights where an underlying fault existed when the product was supplied.

Goods supplied by AH Hair Boss must be as described, of satisfactory quality and fit for purpose where required by law. Customers who believe a product is faulty, damaged, incorrectly supplied or misdescribed should contact AH Hair Boss promptly.

So that we can investigate properly, please supply:

• your order number
• a clear description of the alleged issue
• clear photographs and video
• details of whether the hair has been opened
• installation details
• the name of the stylist or salon, where relevant
• products used
• washing and aftercare information
• heat settings used
• details of colouring, toning or chemical treatment
• any other information reasonably required to investigate

AH Hair Boss may request that the hair is returned for inspection. Please retain the allegedly faulty hair and do not dispose of it while the complaint is being investigated. If the product is unavailable for inspection, this may limit AH Hair Boss’s ability to determine the cause of the reported issue.

Where a genuine fault is established, AH Hair Boss will provide the remedy required under applicable UK consumer law.

Human hair is a natural product. Reasonable variations may occur between bundles or batches, including minor differences in:

• shade
• texture
• thickness
• movement
• behaviour

Normal wear, gradual dryness, reasonable shedding, environmental exposure, product build-up, hard water, chlorine, seawater, excessive heat, incorrect maintenance, inappropriate products or chemical treatment do not automatically indicate a manufacturing fault.

Every complaint is still considered fairly in accordance with the customer’s statutory rights.

Where hair is installed by an independent stylist, fitter or salon, the stylist and customer should inspect and approve it before opening applicable seals, installation or alteration.

AH Hair Boss is not responsible for:

• an independent stylist's fitting technique
• cutting or blending
• colouring or chemical treatment
• incorrect maintenance advice
• damage caused during installation or removal
• missed appointments
• independent salon or fitting charges

except where AH Hair Boss is legally responsible for the loss concerned.

How to return an item:

1. Contact AH Hair Boss before returning goods, quoting your order number and reason for return.
2. We will confirm whether the item is eligible and issue return instructions.
3. Return the goods as instructed, unopened and with all seals intact where the return is a change of mind.
4. We inspect the returned goods and confirm the outcome to you.

Issuing return instructions or accepting a parcel for assessment does not automatically mean that the return, refund or alleged fault has been approved. Returned products must be inspected before a final decision is made.

This process is not used to obstruct a customer’s statutory rights.

For eligible change-of-mind returns, the customer is responsible for the cost and safe return of the goods unless the law requires otherwise. Please use a tracked and appropriately insured delivery service and retain proof of postage. AH Hair Boss cannot be responsible for a returned parcel before it reaches AH Hair Boss.

Where goods are confirmed as faulty or incorrectly supplied, AH Hair Boss will meet reasonable return costs where legally required.

Approved refunds will be made to the original payment method.

For a valid statutory cancellation of an online order, standard outbound delivery charges will be refunded where legally required. Any additional amount paid for express, premium or enhanced delivery will only be refunded to the extent required by law. A deduction may only be made where legally permitted, for example where the value of the goods has been reduced by handling beyond what is necessary to inspect them.

Approved refunds are processed within 14 days of the goods being received back and accepted. The time taken for funds to appear in your account after that point depends on your bank or payment provider and is outside AH Hair Boss’s control.

Any exchange must comply with the same return conditions concerning original condition, packaging and intact hygiene and tamper seals.

• If the requested replacement is more expensive, the customer must pay the difference.
• If it is less expensive, any applicable difference is refunded.
• An exchange is subject to stock availability.

Products genuinely made to a customer’s individual specifications or clearly personalised may be exempt from the normal change-of-mind cancellation right where permitted by law.

Selecting a standard shade, length, weight or hair quality from our normal product range does not make an item bespoke, and such orders keep the normal cancellation right.

Statutory rights relating to faulty, incorrect or misdescribed goods remain unaffected.

Purchases made wholly or mainly for business purposes are treated separately from consumer purchases, and the consumer cancellation right in section 1 does not apply to them.

Trade customers must inspect deliveries promptly and report shortages, incorrect goods or visible issues as soon as reasonably possible. Where separate AH Hair Boss Trade Terms have been agreed, those terms govern business-to-business purchases.

If you experience an issue, please contact AH Hair Boss first so the matter can be investigated and resolved.

AH Hair Boss may retain relevant evidence, including:

• order information
• product and variant selected
• shade selected
• Colour Match submission
• Colour Match recommendation
• disclaimer acceptance
• dispatch information
• tracking and delivery evidence
• customer correspondence
• return information
• inspection evidence

Relevant evidence may be supplied to the payment provider where a transaction is disputed. Details of what we hold and for how long are set out in our Privacy & Photographs notice.

Nothing in this section prevents a customer from exercising a lawful right to dispute a payment.

Nothing in this policy is intended to exclude, restrict or replace any statutory right or remedy that cannot legally be excluded.

Where this policy conflicts with a customer’s mandatory statutory rights, those statutory rights will apply.