Returns Refund & Hair Policy
At Loving My Hair Quality, we supply both custom-made wigs and hair extensions including bundles and lace closures. Please read our policy carefully before purchasing.
By placing an order, you agree to the terms below
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1. Custom-Made Wigs (Strictly Non-Refundable)
All wigs are custom-made or customised to each customer’s specific requirements, including but not limited to:
Length and texture
Lace type and construction
Cap size and fit
Colour and styling
Because each wig is made uniquely for the customer, all custom wig orders are:
Final sale – non-refundable and non-returnable
Why this applies
Custom wigs are made specifically for individual customers and cannot be resold due to hygiene and personalisation reasons.
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2. Bundles & Lace Closures (Returns Accepted if Unused)
Lace closures and hair bundles are eligible for return under the following conditions:
Return Conditions
Items must be:
Unused and unworn
Unwashed and unaltered
Free from styling products, heat damage, or colouring
In original packaging with all ties, tags, and seals intact
In the exact condition they were sold
Return Timeframe
Returns must be requested and returned within 14 days of purchase.
Returns outside this timeframe will not be accepted.
Non-faulty returns: A £7.99 return processing fee will be deducted from your refund. This contributes towards the costs of inspecting, processing and restocking returned items. This fee does not apply where an item is faulty, damaged or incorrect.
Non-Returnable Items
We cannot accept returns if the hair has been:
Installed or worn
Brushed, washed, dyed, or chemically treated
Removed from its original condition in any way
Customers are responsible for return postage unless the item is faulty or incorrect.
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3. Faulty or Incorrect Items
If you receive an item that is incorrect or has a genuine manufacturing fault, you must contact us within 48 hours of delivery with clear photos.
We will assess the issue and may offer:
A replacement
A repair
Or a refund (where appropriate)
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4. Hair Care, Tangling & Matting Policy
Our hair is sourced to be of high quality, however all hair extensions require proper care and maintenance. By purchasing from us, you acknowledge the following:
Important Conditions
We do not offer refunds or exchanges for hair that has become tangled or matted due to:
Lack of proper maintenance
Incorrect washing or conditioning
Use of heavy oils, silicones, or unsuitable products
Sleeping without protecting the hair (e.g. bonnet/silk scarf)
Excessive heat damage or over-styling
Hard water or environmental factors
Product buildup over time
Natural Hair Behaviour
All hair extensions, including raw and virgin hair, may experience some dryness or light shedding over time if not properly cared for. This is a natural characteristic of human hair and not considered a fault.
Maintenance Responsibility
Once hair has been installed, worn, or used, it is considered accepted in its final condition and becomes the customer’s responsibility to maintain.
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Delivery, Loss and Damage
Once your order has been dispatched, responsibility for the parcel transfers to the delivery carrier. If you believe your parcel has been lost, stolen or damaged during transit, you must notify us as soon as possible so that we can open an investigation with the courier.
We will fully cooperate with the courier throughout their investigation. Refunds or replacements will only be considered once the courier has completed their investigation and confirmed the outcome.
We are not responsible for delays, loss or damage caused by the courier where tracking confirms delivery or while the courier’s investigation is ongoing.
5. Important Agreement
By completing your purchase, you confirm that you have read, understood, and agreed to this Returns, Refund & Hair Policy.
At Loving My Hair Quality, we supply both custom-made wigs and hair extensions including bundles and lace closures. Please read our policy carefully before purchasing.
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