Refund Policy

Refunds & Exchanges Policy

At DiamondLDNHair, we are committed to providing high-quality products and exceptional service. However, due to the nature of our business, we have specific policies regarding refunds, exchanges, and shipping. Please read the following information carefully:

 

Refunds & Exchanges

Refunds or exchanges are only available in the rare case that we mistakenly send you an incorrect item (e.g., the wrong length, texture, or product type). If this occurs, please email us at diamondldnhair@gmail.com immediately, including your order number and clear photos of the item received. Once confirmed, we will guide you through the return or exchange process.

 

Conditions for Exchange

  • Items must be returned in brand-new, unused condition with original packaging, labels, and tags intact.
  • Hair must not be altered, installed, washed, dyed, or otherwise modified in any way.
  • Exchanges are only applicable for items sent in error.

 

Time Frame for Returns

If an incorrect item is sent, you have 14 working days from the date of receipt to return it to us. Items returned after this time will not be accepted.

 

Hygiene & Safety Policy

Due to the hygienic nature of hair extensions and related products, we cannot accept returns or exchanges for any reason other than the wrong item being sent. This policy ensures the safety and satisfaction of all our customers, as returned products cannot be resold or reused.

 

Shipping Policy

We use Royal Mail for shipping all orders, and a tracking number will be provided once your order has been dispatched. Please note the following:

  1. Customer Responsibility: Once your order is shipped and the tracking number is provided, it becomes the customer’s responsibility to track and ensure receipt of the package. You can track your package using the tracking details provided via email.
  2. Out of Our Control: Once the package is in transit with Royal Mail, it is beyond our control. We are not liable for lost, delayed, or undelivered packages. Customers are encouraged to monitor the tracking and contact Royal Mail directly if there are any issues.

 

Steps to Process a Refund or Exchange

  1. Contact us at diamondldnhair@gmail.com with your order details and photos of the incorrect item.
  2. Upon approval, we will provide you with a return address and instructions.
  3. Return the item within the 14-day window using a tracked shipping service. Please retain your proof of postage.
  4. Once we receive and inspect the item, we will process the exchange or refund if all conditions are met.

 

Non-Refundable Items

We cannot accept refunds or exchanges for:

  • Items that have been used, installed, or altered.
  • Situations where the correct item was sent, and there is no fault on our part.
  • Requests made after the 14-day return window.

Important Notes

  • Return shipping costs are the customer’s responsibility unless the mistake was on our part.
  • Refunds, where applicable, will only be issued to the original payment method used.
  • We recommend using a tracked and insured shipping service to ensure safe delivery of returns.

 

Thank you for choosing DiamondLDNHair for your luxury hair needs! If you have any questions or require further assistance, please don’t hesitate to email us at diamondldnhair@gmail.com.