Cancellation Returns And Refunds
The rules are different for stock units and for custom builds, and the single thing that decides most cases is whether the unit has been cut.
Cancellation
We accept order cancellation before the unit is shipped or produced, and a cancelled order is refunded in full. An order that has already shipped cannot be cancelled.
Stock Hair Systems
If there is a problem with your order, or you are unhappy with the unit when it arrives, contact us immediately and do not cut, style, colour or wash the hair or wear the system.
- Returns can be applied for within 30 days of receiving the unit
- The item must be unused and in the same condition in which you received it
- A 30 day money back guarantee applies while the unit is uncut, unstyled, uncoloured, unwashed and unworn
- We are responsible for the return cost on quality related issues
- Where the reason is the customer's own choice of colour or size, the customer covers return shipping
- No restocking fee is charged
Custom Hair Systems
A custom unit is built for one head, so the terms are narrower.
- A faulty unit is repaired, and replaced if it cannot be repaired
- Photos or video demonstrating the fault are required
- Returns are accepted only if the unit is unworn and unaltered, within 30 days
- A refund on a custom unit carries a 50 percent service fee
- Cancelling a custom order before delivery returns 50 percent, to cover labour and materials
- A custom unit ordered in the wrong specification by mistake cannot be refunded, but can be adjusted at extra cost
Refunds
Once a return is received and inspected we email you to confirm receipt and tell you whether the refund is approved. Approved refunds are credited to the original method of payment. If a refund has not appeared, check with your card issuer and your bank first, then contact us.
Accessories can only be refunded if the packaging is unopened and the item is new and unused. Contact customer service to get the return address before sending anything back.
Returns Questions
I have already cut the base. Can I still return it?
No. Once a unit has been cut, styled, coloured, washed or worn it falls outside the money back guarantee. Check colour, density and size before you cut anything.
The unit has a fault. Who pays the shipping?
We do. On quality related issues HairNotion is responsible for the return cost.
Can I cancel a custom order midway?
You can, but a cancellation before delivery returns 50 percent, because the labour and materials have already gone into it.
How long do I have?
Thirty days from receiving the unit, for both stock and custom orders.
Something Not Right
Message us with photos before you cut or style anything and we will tell you what we can do.