We are committed to ensuring you are completely satisfied with your purchase every time you shop with Hairtrade. If for any reason you are not satisfied with any of the products purchased from us, simply return the item or items to us in their original condition within 14 days of receipt.
Returns address: Hairtrade IK House Queensway North Team Valley Trading Estate Gateshead, NE11 0NY Tyne And Wear, United Kingdom
To return or exchange the item, complete the Return&Exchange Form which can be downloaded below and return the item(s) to the address above. It may delay your refund / exchange process if you do not include this. If you no longer have your invoice, please include a note outlining the reason for the return/exchange, your name, address, order number and if requesting an exchange please include details of which product you would like.
How to return my order
You can return using the Online Royal Mail Tracked Returns© website where you can download and print the label at your printer or print it in your local office. Please also fill in the order return form below and reuse the original packaging where possible. In most case your order package would fit in the size/weight limit. However in case your return package exceed the limit please contact us for further advice. It’s 2 day tracked service. Click Here To Return Your Order
Download the Exchange / Return Form (in Word Doc format)
Some products are shipped from oversea before despatch, in this case the checkout shipment option will show Back Order. The estimated time is 10-15 working days.
If the item you received is faulty, please contact us either by calling 0191 491 1551 or by email: [email protected] please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days the purchase date to return the item to us.
If hair extensions appear faulty due to quality issues, the fault must be reported to us within 30 days of the purchase date due to human hair being a consumable item during wear. We require any faulty hair back in full for testing and examination. Hair must be received by us within 7 days of the reported date before any further damage can occur. We accept all returns for quality issues and we will refund your full amount including postage, except for those hair extensions that have been chemically treated or bleached. If no fault is present, or the hair has been damaged in any way by the customer, the goods will be returned to the customer and we will not refund or replace the goods. We recommend the usage of hair products we suggest in our care instructions. We will not refund if our products have not been maintained properly. Refunds or exchanges will be the equivalent value of hair products received.
I received the wrong item
If the item you received is not what you originally ordered, please Contact Us quoting your order number, your name and address, details of the product(s) and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
For all wigs items it must be returned within 7 business days of receipt of product(s). We reserve the right to refuse the return/exchange of any items that have been worn, damaged, or had the tags removed. If an item we receive has been worn, the tags removed, or the item deemed unacceptable we reserve the right to return to you any unacceptable pieces. All packaging for product must be intact and not damaged in any way.
How long will it take to refund me?
Before contacting us please take note of the timescales required to process a refund:
When will I receive my replacement?
Before contacting us please take note of the timescales required to process an exchange:
Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
Do I have to pay for return postage?
It's free to return order back to us within 14 days of purchase (UK Only), Click Here To Return Your Order. It is a 2 working tracking service. If you would like to arrange a different postal option, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Why have you not refunded the delivery charge?
Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item from us and have requested a refund.
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