Returns, Exchanges & Terms and conditions

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Due to the hygienic nature of all hair products and it being a consumable item. We can only accept items returned for exchange or refund if unopened and in the original packaging, within 7 days of dispatch.

Hair and packaging that has been opened or has been worn, or is visibly damaged due to handling will not be exchanged or refunded.

Please note that hair from our clearance section is non refundable and non exchangeable.

(Hair purchased from the bespoke/custom handmade section will not be refunded, due to the nature of the bespoke service, please scroll down for full info)

Please ensure you are happy with our product before application. Any issues (style/colour/quality) must be addressed and corrected before the packs are opened so they can be returned to us in a sellable condition.

We can accept no liability for any damage caused by a salon or third party as this falls within the jurisdiction of the extensionist/salon and client contract and is therefore the responsibility of the extensionist/salon.

IMPORTANT our recommended products MUST be used (purology hydrate or beauty works) otherwise any guarantee for faulty hair will be waivered.

Here is a list of ingredients that must be avoided , please ensure that you are either using the products recommended by us or extension safe products which DO NOT contain any of the ingredients below.

Amodimethicone

Behentrimonium Chloride

Paraben Preservatives (Methyl, Propyl, Butyl, and Ethyl)
DEA, Cocamide DEA and Lauramide DEA

Petrolatum

Siloxanes (Cyclomethicone and ingredients ending in “Siloxane” (e.g., Cyclotetrasiloxane)

Sodium Lauryl Sulfate (SLS) and Sodium Laureth Sulfate (SLES)

Should you use any products containing any number of the above ingredients (in products not recommended by us) then any warranty will be automatically waivered and we will not be able to inspect the hair in order to help further.

Alongside the recommended or extension safe (and not containing the above ingredients) products , eg shampoo and conditioner.
You must ensure that you are using an extension safe oil (twice a day on mid length and ends) heat protection and leave in conditioner. (These can not contain any of the ingredients above)

Without the use of these products and proper aftercare , we can not be held responsible for any issues or faults with the hair. This is because hair extensions are a perishable products which relies solely on products and aftercare.”

We cannot be held responsible for any damage caused from incorrect maintenance and the use of non-recommended aftercare products.

We have the right, depending on the reason for return/refund, to process a refund minus any PayPal fees or third party card company transaction processing fees.

All refunds or exchanges must be requested within 10 days of purchase or the reporting or finding of a fault.

On the extremely rare occasion of finding a fault with your hair, the fault must be reported immediately and we must receive ALL of the hair within 10 days, in order to receive a replacement or a refund, hair returned outside of this time frame, WILL NOT be replaced or refunded.

Items returned after this deadline will not be refunded.

If you would like to return an item to us for a refund or exchange please contact us first, At heavenlyhairextensionssupply@outlook.com

Please give your full name and the reason why you are returning the item, as-well as the order number.

Heavenly hair extensions must be informed of any issues concerning the quality of the hair within 28 days of the purchase date so that no further problems occur. We must receive all of the returned hair within 7 days of being informed of an issue. If, after testing, the hair is found not to be faulty or damage has occurred due to incorrect application or incorrect aftercare we will not be able to replace the hair nor issue a refund. In some cases we may chose to inspect the hair further and send it to the factory for inspection, this can take a couple of weeks.

CUSTOM MADE/BESPOKE HAIR

**PLEASE NOTE- custom hair orders are currently experiencing delays of sometimes 1-2 weeks , this is due to worldwide covid restrictions placed upon factories and couriers, we will however ensure that we do our best to get your custom orders to you ASAP.
Custom hair is handmade for each customer and is STRICTLY NON REFUNDABLE/RETURNABLE.It is always best to colour match, using our colour ring as shades can greatly differ between suppliers.

This rule applies to all hair within the custom section as well as hair and products that we may occasionally source upon request, which isn’t a listed item on our site.

Custom hair colours and thickness can vary slightly time to time, please allow for some imperfections within our virgin Russian hair, this hair is only lightly silicone coated(giving a false shiny appearance) so can sometimes appear more fluffy/less sleek than other grades of hair, this is not a quality issue and is common for Russian hair.

•Our Brazilian range is single drawn

•Virgin Russian range is roughly 75-80% double drawn

•Raw range is 90-95% double drawn

**it is important to note , that any hair longer than 22 inches will look less double drawn**

•Our Virgin Russian Hair is our medium-grade collection, offering excellent quality and value. While the hair may have been processed before arriving at the factory, it is carefully selected and professionally prepared to ensure a consistent, high-quality finish. The term “Virgin Russian” refers to this grade within our range and does not mean the hair is completely unprocessed or naturally coloured. Most shades have been professionally coloured to achieve the desired tone while maintaining quality and longevity.

•Our Raw Hair is the highest grade in our collection. The term “Raw” refers to the quality of the hair within our range and does not mean the hair is completely unprocessed or uncoloured. The hair has not been chemically processed while worn by the donor, but it is professionally prepared at the factory to ensure consistent quality, performance and colour. Some shades may be professionally coloured to achieve the desired tone while maintaining the hair’s strength, softness and longevity.

•Custom made curly/wavy hair-
Please note ** the length of the hair that you select, is the length before curling , hair will look shorter than the chosen length once curled. We recommend ordering a longer length than desired to allow for the loss of length due to the curl. Curls may also look slightly different to the chart provided, to allow for curls and waves to drop. FOR MORE INFO SEE OUR CURL INFO PAGES

Unfortunately we can not be held responsible for any issues relating to “expectation” regards to custom hair, this hair is totally hand made for each order and we can not guarantee that the factories vision matches the customers vision, although we ensure that hand made hair and products are always made to the highest standard and the factory do their best to match to a customers requirements. We do however take any issues or complaints seriously.

PLEASE NOTE: Any refunds agreed will result in credit note only. We reserve the right noy to refund payment for purchases due to the nature of the product and will be happy to issue a credit on account where applicable.

If we accept a cancellation/return of custom hair (as a good will gesture), we will deduct:

• The cost of any materials already purchased for that order.
• Labour time spent before cancellation.