Refund policy

RETURN, REFUND, EXCHANGE & CANCELLATION POLICY

This policy applies to all purchases made with JLUX Hair.

 

It is written in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Nothing in this policy affects your statutory consumer rights.

 

 

1. Change of Mind Returns

If you change your mind about your purchase, you may request a return provided that:

 

• The wig is unused, unworn, unaltered, and in its original condition
• The return request is made within 14 days of delivery

Unused means the wig has not been worn, installed, cut, coloured, washed, bleached, styled, or exposed to any products.

A 15 percent processing fee applies to all approved change of mind returns.

Customers are responsible for return shipping costs.

Refunds are processed once the item is received and inspected.

2. Custom and Personalised Wigs

Custom wigs are wigs that have been made or altered specifically for you. This includes but is not limited to:

• Custom colouring or toning
• Lace cutting or bleaching
• Layering or styling
• Size adjustments
• Any bespoke work requested before or after checkout

Once customisation work has begun, custom wigs are not eligible for refunds due to change of mind or personal preference.

 

3. Faulty or Not As Described Items

If your wig arrives faulty you are entitled to a remedy under UK consumer law.

 

This applies to both standard and custom wigs.

Faults must be reported within 14 days of delivery and supported with clear photo or video evidence.

In these cases:

• The 15 percent processing fee does not apply
• JLUX Hair will cover return postage
• You may choose a repair, replacement, or refund

Under the Consumer Rights Act 2015, customers have the right to reject faulty goods within 30 days. However, this right applies only where the product remains in its original condition for inspection. If the item has been worn, altered, cut, installed, or exposed to products such as makeup or adhesives, it is no longer in the condition supplied and the right to reject the goods for a refund or exchange no longer applies.

4. Repairs

Where a fault is confirmed, we may offer to repair the item at no cost.

You are not required to accept a repair if you prefer a refund.

If a repair is attempted but does not resolve the issue, a refund will be issued.

5. Exchanges

Exchanges are offered on a case by case basis and must be requested within 3 days of delivery.

Items must be unused and in their original condition.

Customers are responsible for exchange shipping costs unless the exchange is due to a JLUX Hair error.

6. Cancellations

Orders may be cancelled before processing begins.

 

Once an order is placed, payment processing begins immediately. For this reason, all cancellations are subject to a 15 percent processing fee, regardless of whether the order has been packed or shipped.

 

Once customisation work is completed, cancellations are no longer accepted unless the item is faulty or not as described.

 

 

7. Clearance and Final Sale Items

Clearance and final sale wigs are not eligible for change of mind returns, exchanges, or cancellations.

This does not affect your rights if the item is faulty or not as described.

 

 

 

8. Return Process

To request a return, refund, exchange, or cancellation:

1. Email jluxhairstore@gmail.com with your order number and reason
2. We will confirm eligibility and provide return instructions
3. Items must be returned using a tracked shipping service

We are not responsible for items lost in transit without valid tracking.

 

9. Refund Timeframes

Refunds are processed within 5 to 10 working days after the returned item is received and inspected.

Refunds are issued to the original payment method.

10. Contact

For all enquiries, please contact:

📧 jluxhairstore@gmail.com