Refund policy

 

RETURN & EXCHANGES

At Haus of D, every order is checked before dispatch to make sure it meets our quality standards. Please read our returns policy carefully before placing your order.

CANCELLATIONS & CHANGE OF MIND

For online orders, you have 14 days from receiving your goods to cancel your order if you change your mind.

To cancel, please email contact@hausofd.co.uk within those 14 days with your order number and confirmation that you wish to cancel.

Once you have notified us, you then have a further 14 days to return your package to us, and return postage is the responsibility of the customer.

For hygiene reasons, hair that has been worn, installed, washed, cut, coloured, bleached, chemically treated, heat styled, customised or otherwise altered cannot be returned. Please inspect your hair carefully before making any changes to it. Once we receive and inspect the returned hair, eligible refunds will be issued to the original payment method, including the standard delivery charge originally paid. Any additional express or premium delivery charge will not be refunded.

DAMAGED, FAULTY OR INCORRECT ITEMS

If your item arrives damaged, faulty or incorrect, please contact Haus of D within 48 hours of delivery with your order number and clear photos showing the issue.

We will review the information provided and let you know the next steps.

CONDITION OF RETURNED ITEMS

Due to the nature of our products, hair must be handled with care and kept in its original condition.

Hair that has been worn, installed, washed, cut, coloured, bleached, heat styled, chemically treated, altered, customised or treated with hair products may not be eligible for return where the relevant statutory rules or exceptions permit us to refuse a return or make a deduction for diminished value.

Where a product is supplied sealed and a statutory hygiene exception applies, the cancellation right may be lost if the seal is broken after delivery.  

This does not affect your statutory rights where an item is faulty, damaged or incorrect.

RETURN POSTAGE

If an eligible item needs to be returned, we recommend using a tracked delivery service so the parcel can be monitored on its way back to us.

For eligible returns where the item is not faulty, damaged or incorrect, return postage is the responsibility of the customer.

If the item received is confirmed to be faulty, damaged or incorrect, Haus of D will cover reasonable return postage costs where required.

REFUND

Where a return is accepted and a refund is due, the refund will be issued to the original payment method.

Please allow your bank or payment provider additional time to process the refund once it has been issued.

CUSTOM ORDERS

Custom-made or personalised orders may not be eligible for cancellation or return unless they arrive faulty, damaged or incorrect.

This includes specially requested lengths, colours or other custom specifications.

DELIVERED OR MISSING PARCELS

If tracking shows that your parcel has been delivered but you have not received it, please contact the courier or your local delivery office using your tracking number so they can investigate.

If your parcel appears to have been lost in transit, please contact Haus of D as well so the matter can be looked into.