Returns & Exchanges

RETURNS POLICY – CANCELLATION OF ORDER
All goods purchased from Royale Lengths may be returned for refund, exchange or replacement within 14 working days from receipt of delivery. Before sending the parcel back to us, please ensure that you request a returns form via email – returns@royalelengths.co.uk

PLEASE NOTE: IMPORTANT INFORMATION:
All goods must be returned in its original shipped condition complete in its original undamaged packaging. Please note all hair must be returned still attached to the original card. If you have removed it from the card, it is now classed as used and we would not be able to re-sell this hair as “new”.

You and/or the carrier are responsible for any returned goods until they reach us. Cost and Risk of return will be at your expense and we strongly recommend that you get Proof of Postage or use Royal Mail’s “Recorded Signed” service. You may like to opt for Royal Mail’s “Special Delivery” service if a valuable item.

For exchanged items, you may be required to pay a nominal fee to contribute towards any additional postage.

We aim to process approved refunds within one week and will process all within 14 days. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.

Goods are to be returned to the address on the top of your receipt/invoice along with the returns form requested via email.

Any returned goods that we receive which are outside of this Returns Policy will be defined as “In Dispute”. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.

We are unable to replace or exchange an item until the original parcel is returned to us. If you require a speedy replacement, you should place a second order and return the original goods at a later date.

Sometimes and especially if goods are purchased in advance for a present or delivered whilst on holiday, the aforementioned 14 day response timescales can be missed. Therefore, without prejudice and as a gesture of goodwill, we are happy to consider the following remedy on a case by case basis:
Should an item not be required and is returned and received by us between 14 working days and 30 calendar days, we will be happy to accept the item(s) back with refund of goods to the value of 70% of the purchase price (excluding shipping) or refund of 100% if taken as a gift certificate or coupon redeemable in the future at Royale Lengths. Should an item be returned and received after 30 calendar days, we will have no obligation to refund. If you wish the item resent to you, we will ask for a nominal fee to cover additional shipping costs.

14 working days from receipt of delivery shall be defined as the date from when your shipment is received by yourself, being the date of signature that the package is received by you.

RETURNS POLICY – FAULTY GOODS
Faults and Quality issues must be reported to us within a maximum of 30 days of the delivery date; due to human hair being a consumable item during wear.

Please note, Returns will not be accepted without a Returns Form. Any goods sent back without the correct paperwork will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 91 days will result in the goods being destroyed.

We will not test any hair extensions that are not in the original condition. Eg; If the extensions have been coloured, tinted or chemically damaged. We must receive the hair within 7 days of the complaint being made, this will then be examined and inspected. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way, the goods will be returned to the customer and we will not refund or replace the goods.

Royale Lengths will not be held responsible for any additional expenses due to faulty goods e.g. removal or re-application costs. We recommend that a qualified professional applies any professional hair extensions and that customers are to have a consultation before any permanent extensions are applied.

We aim to provide any unsuitable product exchanges within 24 hours of its arrival back to us. This will then be shipped via Royal Mail which can take 3-5 days for delivery. Please note that testing of faulty hair extensions can take up to 30 days.

Please allow extra time over bank holidays for exchanges i.e. Christmas, Bank Holidays, New Year.
The goods are the responsibility of the customer until they reach Beauty Works warehouse. Please ensure all items are packaged properly to avoid transit damages.

We do not guarantee the use of our hair extensions whilst on holiday/in warmer climates for various reasons, including discolouration of the hair when coming into contact with swimming pool chlorine and the hair drying out through excess heat and/or exposure to UV rays. We strongly advise all customers using hair extensions avoid both chlorine and sea water as this can damage hair and hair colour.
Any colouring of extensions is done entirely at the customers own risk and we will not test, refund or exchange any extensions that have been coloured, dyed or tinted.

Royale Lengths will not be held responsible for any extensions that have been exposed to heat damage by the customer.

Any returned goods that we receive which are outside of this Returns Policy will be defined as “In Dispute”. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.

Return Address
Royale Lengths
1 Dart House
Neva Road
Southampton
SO18 4JR
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