Refund policy

If an item is unsuitable you may return to Look Eleven Hair Extensions

To return items for a refund or exchange you must email us at hello@lookelevenhairextensions.co.uk to inform us you are returning the item(s).

Hair must be in a resaleable condition in order to be accepted back. Hair mustn’t have been handled, brushed or removed from packaging due to hygiene reasons. In any of the above cases, a refund WILL NOT be issued.

We do not advise colouring or toning any human hair product due to the chemical processes they have been through during production, so end results can vary. Should you decide to colour the hair all assurances are void and we will not accept hair back to be laboratory tested, as you have modified the original condition of the merchandise sold. 

All postage costs must be paid by the buyer for the return of items and if an exchange is required the buyer must pay all postage costs for the postage of the new item.

All exchanges/refunds must be posted back to us within 14 days of the delivery date Refunds will be sent back to the original method of payment ONLY. Any returns received after 14 days of the delivery date will be issued with a credit note only. No returns will be accepted after 28 days of delivery date.

All hair returned for refund or exchange must be in the original packaging and unopened otherwise the refund will not be issued and the buyer will be responsible for the cost of returning the item(s) back. THIS INCLUDES THE CARDBOARD BACKING AND PLASTIC WALLET HAIR ARRIVES IN.

 If hair is in un-saleable condition the exchange/refund will not be accepted and the buyer will be responsible for the cost of returning the item(s) back.

DUE TO HYGIENE REASONS, NO REFUNDS OR EXCHANGES WILL BE PROVIDED IF HAIR HAS BEEN REMOVED FROM HAIR TIES

All exchangeable or refunded items MUST be returned via a recorded or trackable delivery method as we are not responsible for any packages that are not received.

This returns policy does not affect your statutory rights and we DO NOT accept any responsibility for goods not returned to us.

Faulty Returns

We DO NOT accept any responsibility for goods not returned to us.

If hair extensions appear faulty due to quality issues, the fault must be reported to us and returned within 1 month of the purchase date due to human hair being a consumable item during wear. We require any faulty hair back in full for testing and inspection. Laboratory testing will determine use of colourants, sulphate products, extensive high heat damage and other abrasive hair products which may cause damage. Hair extensions not maintained with our recommended aftercare will not be entitled and declined a refund under our terms.

If a refund is refused, hair is returned to the sender at no cost to Look Eleven Hair Extensions. Shipping must be paid by the customer.

Hair must be received by us within 7 days of the reported date before any further damage can occur. If no fault is present, or the hair has been damaged in any way by the customer due to poor application or aftercare, the goods will be returned to the customer and we will not refund or replace the goods.

We recommend the use of sulphate-free products and do not recommend hair colourants, toners or toning shampoos. Please see our aftercare page for more information on looking after your hair extensions.