Refund and Returns Policy

Velour Hair and Beauty House Ltd (trading as Velour Hair London)

Last updated: At Velour Hair London, we are committed to delivering premium quality hair. Due to the hygienic nature of our products, our returns policy is carefully structured to protect both our customers and our brand.

Please read the following carefully before purchasing.

⸻ 1. Hygiene & Product Safety All hair extensions, toppers, and hairpieces are considered hygiene-sensitive products. For this reason: • Items must remain sealed, unused, unwashed, unaltered, and in original packaging • The security seal must not be broken • Hair must not be removed from the protective net or packaging • Hair must not be brushed, dyed, cut, styled, or worn If the security seal is broken, the item is non-returnable. This ensures all customers receive new, untouched, premium-quality hair.

⸻ 2. Returns Eligibility You may request a return within 14 days of delivery in accordance with UK Consumer Contracts Regulations. To be eligible: • Item must be unused and in original condition • All packaging must be intact • Security ties/seals must remain attached • Proof of purchase is required Returns requested after 14 days will not be accepted.

⸻ 3. How to Request a Return To initiate a return: 1. Email: hello@velourhairlondon.com 2. Include your order number 3. State the reason for return Once approved, you will receive return instructions. Returns sent without prior approval will not be accepted.

⸻ 4. Return Shipping Customers are responsible for return shipping costs unless the item is faulty. We strongly recommend using a tracked and insured service. Velour Hair London is not responsible for items lost or damaged in transit.

⸻ 5. Inspection & Refunds All returned items are carefully inspected upon receipt. If approved: • Refunds are processed to the original payment method • Please allow 5–10 working days for funds to reflect If the item shows signs of: • Use • Washing • Alteration • Seal removal The return will be rejected and sent back to you.

⸻ 6. Exchanges We offer exchanges for shade adjustments provided: • The security seal remains intact • The item is returned within 14 days • The product is unused Customers are responsible for shipping costs on exchanges.

⸻ 7. Faulty or Incorrect Items If you receive a faulty or incorrect item: • Contact us within 48 hours of delivery • Provide clear photos and order details We will assess and resolve promptly.

⸻ 8. Custom & Special Orders Custom-coloured, made-to-order, or special-order items are non-refundable unless faulty.