REFUNDS & RETURNS POLICY
At DIAMONDLDNHAIR, we are committed to providing quality Vietnamese human hair extensions and a reliable customer experience.
We understand that circumstances may arise where you need to cancel an order, request a return or report an issue with your purchase.
Please read our policy carefully before placing your order.
1. CANCELLATIONS & CHANGE-OF-MIND RETURNS
For most standard online purchases delivered within the UK, customers have the right to cancel their order within 14 calendar days of receiving their goods, without providing a reason.
To exercise this right, please email diamondldnhair@gmail.com within the cancellation period, clearly stating your intention to cancel.
You then have a further 14 calendar days to return the eligible items.
Certain products may be exempt from change-of-mind cancellation rights, as explained below.
2. HAIR EXTENSIONS & HYGIENE
Due to the nature of human hair extensions, we ask customers to handle products carefully when inspecting them.
For change-of-mind returns, please retain the original packaging, labels and accessories wherever possible.
Hair should not be installed, washed, dyed, cut or chemically altered if you intend to return it.
Where a product is supplied with a genuine hygiene seal and qualifies for the legal exemption for sealed goods unsuitable for return for health protection or hygiene reasons, the right to cancel may be lost if that seal is broken after delivery.
Opening ordinary outer packaging does not automatically remove your statutory cancellation rights.
Where products have been handled beyond what is necessary to inspect them, a lawful deduction may be made for any reduction in value.
These conditions do not affect your statutory rights where goods are faulty or not as described.
3. MADE-TO-ORDER & CUSTOMISED PRODUCTS
Some DIAMONDLDNHAIR products are prepared after an order is placed.
Standard Made-to-Order Products
Products selected from our standard range of lengths, textures and lace options are not automatically exempt from cancellation rights simply because they require production.
Personalised & Bespoke Products
Products made to a customer’s individual specifications outside our standard range, including specially requested colouring or custom wig construction, may be exempt from change-of-mind cancellation rights.
Where an exemption applies, this will be communicated before purchase.
Your statutory rights remain unaffected if an item is faulty, damaged or not as described.
4. FAULTY, DAMAGED OR INCORRECT ITEMS
If you receive an item that is faulty, damaged, incorrect or not as described, please contact us at diamondldnhair@gmail.com.
Please include:
- Your order number.
- A description of the issue.
- Clear photographs of the product, where possible.
We will review your enquiry and arrange an appropriate resolution in accordance with applicable consumer law.
Depending on the circumstances, this may include a refund, replacement, repair or another statutory remedy.
We encourage customers to report issues promptly so that we can investigate efficiently. This does not limit your statutory rights.
5. HOW TO REQUEST A RETURN
To request a return or report an issue:
- Email diamondldnhair@gmail.com with your order number.
- Explain whether you wish to cancel your order or report a product issue.
- Include photographs where relevant.
- We will provide the appropriate return instructions and return address.
Please do not send products to an address without confirming the correct returns destination.
We recommend using a tracked delivery service and retaining proof of postage.
6. RETURN SHIPPING COSTS
Change-of-Mind Returns
Customers are generally responsible for the direct cost of returning eligible products, provided this was explained before purchase.
Faulty, Damaged or Incorrect Items
Where required by law, DIAMONDLDNHAIR will cover reasonable return shipping costs.
Return arrangements may vary depending on the customer’s location and the nature of the return.
7. REFUND PROCESSING
Where a change-of-mind cancellation is valid, refunds will include the price paid for the eligible products and any applicable standard outbound delivery charges required by law.
Additional charges for upgraded delivery services may not be refundable beyond the standard delivery cost.
Refunds will be processed without undue delay and, where goods must be returned, no later than 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever is earlier.
Refunds will normally be issued to the original payment method.
Please allow additional time for your bank or payment provider to make the funds available.
8. EXCHANGES
If you wish to exchange an item for a different length, texture or product, please contact us.
For eligible change-of-mind returns, we may arrange a return and separate purchase rather than a direct exchange.
Where an incorrect or faulty item has been supplied, we will provide an appropriate remedy in accordance with your statutory rights.
9. LOST, DELAYED OR UNDELIVERED PARCELS
All orders are dispatched using delivery services appropriate to the destination.
If your parcel is delayed, lost or marked as delivered but has not been received, please contact diamondldnhair@gmail.com with your order number and tracking details.
We will investigate the matter with the relevant courier and take appropriate action in accordance with applicable consumer law.
Customers are responsible for providing accurate delivery information and following any collection or redelivery instructions provided by the courier.
Where an incorrect delivery address has been supplied, we will review the circumstances to determine the available options.
Where DIAMONDLDNHAIR arranges delivery, responsibility for the goods remains with us until they are delivered into the customer’s physical possession, or that of a person identified by the customer, subject to applicable legal exceptions.
Your statutory consumer rights remain unaffected.
10. INTERNATIONAL RETURNS
For orders delivered outside the UK, return arrangements may vary depending on the destination country and applicable consumer protection laws.
Please contact us before returning an international order so we can provide the correct return address and instructions.
International return shipping charges, customs requirements and applicable consumer rights may vary by destination.
Nothing in this policy limits any mandatory consumer rights applicable to your purchase.
11. ORDER CANCELLATIONS BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at diamondldnhair@gmail.com.
We will review your request in accordance with the applicable cancellation rights and the status of your order.
For eligible standard products, statutory cancellation rights apply even where production has already begun.
For qualifying personalised or bespoke products, different cancellation conditions may apply where legally permitted and disclosed before purchase.
12. CONTACT US
For cancellations, returns, exchanges, refunds or delivery-related concerns, please contact:
Email: diamondldnhair@gmail.com
Instagram: @diamondldnhair_
Please include your order number when contacting us about an existing purchase.
This policy does not affect your statutory consumer rights.
Thank you for choosing DIAMONDLDNHAIR