Refund policy

Returns, Exchanges & Consumer Rights

At The Pretty Hair Club, all orders are custom made and prepared specifically for each customer. Due to the nature of our products and for hygiene reasons, we operate a strict exchange-only policy.

Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations, customised, made-to-order, and hygiene-sensitive products may be exempt from the standard cancellation and return rights once production has begun or the hygiene seal/packaging has been removed.

Exchanges

We offer exchanges within 7 days of delivery if you are not satisfied with your order.

To be eligible for an exchange, your item must:

  • Be unused, unworn, and unaltered
  • Be in its original condition and packaging
  • Have all tags, ties, and protective packaging fully intact
  • Show no signs of wear, brushing, styling, cutting, colouring, washing, lace trimming, adhesive use, or product application
  • Be accompanied by proof of purchase

For hygiene reasons, we reserve the right to refuse any exchange request where the product has been opened, handled excessively, worn, altered, or returned in a condition unsuitable for resale.

To request an exchange, please contact us at info@theprettyhairclubonline.com before sending any item back. Returns sent without prior authorisation will not be accepted.

Customers are responsible for all return shipping costs unless the item received is faulty or incorrect.

Damaged, Faulty or Incorrect Orders

Please inspect your order immediately upon delivery.

If you receive an item that is defective, damaged, or incorrect, you must contact us within 48 hours of delivery with:

  • Your order number
  • Clear photographs of the issue
  • A description of the fault or concern

We will review the matter promptly and work to resolve the issue appropriately in accordance with your statutory rights under the Consumer Rights Act 2015.

Please note that minor variations in colour, texture, density, or lace tint may occur due to the natural nature of human hair products and lighting conditions and will not automatically be considered faults.


Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Custom-made or personalised items
  • Wigs where the lace has been cut or altered
  • Wigs or bundles that have been worn, brushed, styled, washed, coloured, or chemically treated
  • Sale items
  • Gift cards


Order Cancellations

As all orders are made to order, cancellations or amendments may only be possible within a limited timeframe before processing or production begins.

Once your order has entered processing, production, preparation, or dispatch, it cannot be cancelled.


EU Consumer Rights

For orders shipped to the European Union, customers may have a legal right to cancel within 14 days under the EU Consumer Rights Directive.

However, this right does not apply to:

  • Custom-made or personalised goods
  • Sealed goods unsuitable for return for hygiene reasons once unsealed

Where eligible, returned items must remain unused, unopened, and in their original condition with all packaging intact.


Chargebacks & Fraud Prevention

By placing an order with The Pretty Hair Club, customers agree to these terms and confirm that:

  • All billing and delivery information provided is accurate
  • They are authorised to use the payment method submitted
  • They understand the custom-made and hygiene-sensitive nature of our products

We actively investigate fraudulent chargebacks and reserve the right to dispute any chargeback claim with supporting evidence including order confirmations, delivery tracking, customer correspondence, IP address verification, and photographic packing evidence.