Returns, Refunds & Hair Care Policy

We want you to feel confident when ordering from Loving My Hair Quality. If something isn’t right with your order, please contact us and we’ll be happy to help.

Please read the information below before returning or altering your hair.

Hair Bundles, Closures & Frontals

You may request a return within 14 days of receiving your order.

Once you have told us that you would like to return an item, please send it back within the following 14 days.

To be eligible for a change of mind return, the hair must remain in its original condition. It must not have been installed, worn, washed, coloured, cut, chemically treated, heat styled or altered.

Original packaging, tags, ties and any security or hygiene seals should remain intact.

Please inspect your hair carefully before removing ties or seals, cutting lace, colouring, washing or installing it.

Where an item has been supplied with a hygiene seal, breaking or removing that seal may affect your ability to return the item for a change of mind where the hygiene exception under consumer law applies.

For change of mind returns, customers are responsible for the cost of returning the item. We strongly recommend using a tracked delivery service and retaining your proof of postage.

Once your return has been received and inspected, we will process any refund due to your original payment method. Refunds are normally processed within 14 days of receiving the returned goods.

Custom-Made & Personalised Wigs

Our custom wigs are individually made or customised to your specifications. This may include your chosen length, texture, lace, cap size, colouring, construction and styling.

Because these pieces are created specifically for you, they are not normally eligible for change of mind returns.

We encourage you to check all measurements, specifications and customisation choices carefully before your order is made.

Faulty, Damaged or Incorrect Orders

Every order is carefully checked before dispatch, but if you believe you have received a faulty, damaged or incorrect item, please contact us as soon as possible.

Photos or videos of the issue may help us assess it more quickly.

Depending on the circumstances and your statutory rights, the appropriate resolution may include a replacement, repair or refund.

Your statutory rights are not affected by this policy.

Before Installing or Altering Your Hair

Please inspect your hair before installation, colouring, cutting, washing or other permanent alteration.

If you believe there may be a problem with the hair, contact us before making further alterations wherever reasonably possible. This allows us to inspect and assess the hair in its original condition.

Caring for Raw Human Hair

Raw human hair behaves much like naturally growing hair and requires appropriate care and maintenance.

Because raw hair comes from individual donors, slight variations in natural shade, texture or wave pattern can occur. These variations are part of the character of genuine raw hair rather than an indication that the hair is defective.

Over time, factors such as insufficient moisture, product build-up, excessive heat, inappropriate products, chemical processing, hard water or poor night-time protection can affect the condition of the hair.

Issues caused by normal wear, improper maintenance, chemical alteration or damage occurring after purchase may not constitute a product fault.

However, if you believe your hair has developed a genuine quality issue, please contact us. We will assess the circumstances fairly and in accordance with your statutory rights.

For advice on maintaining your hair, please see our Hair Care Guide.

How to Request a Return

Please contact our customer care team before sending your return and include your order number and the reason for your return.

We will provide the information needed to return your order.

Please package returned items securely and retain proof of postage until your return has been completed.