Returns Policy
At Hair By Candy Campbell, we strive to ensure your satisfaction with your purchase. However, if you need to return a product, please review our policy below:
Eligible for Return:
Hair Bundles
Wigs
Hair Bonnets
Not Eligible for Return:
Services
Gift Cards
Returns:
We accept returns within 30 days of purchase.
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To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in the original packaging. Hair Bundles & Wigs must remain new, unused, and unwashed to facilitate potential resale. Items that have been opened or used will not be eligible for return unless they are defective or damaged upon arrival. Photographs must be provided.
Eligibility
Conditions:
Defective or damaged goods
Incorrect items received
Eligibility for Returns:
Defective or Damaged Goods: If you receive a defective or damaged item, you are eligible for a return.
Incorrect Items Received: If you receive an incorrect item, you are eligible for a return.
Timeframe for Returns: You must initiate the return process within 30 days of the purchase date.
Proof of Purchase: To be eligible for a return, you must provide proof of purchase, such as a receipt or order confirmation.
Types of Returns
Defective or Damaged Items: If you receive a defective or damaged item, please provide a clear photo showing the defect or damage. Upon receiving your photo evidence, we will assess the issue and work with our suppliers to resolve it. This may involve arranging for a replacement item or issuing a refund.
Incorrect Items Received: If you receive an incorrect item, contact our customer support team, and we will provide instructions for returning the item and receiving the correct one.
Returns Process
Contact Customer Support: If you need to initiate a return, please contact our customer support team at info@hairbycandycampbell.co.ukwithin 14 working days of receiving your order. Our dedicated team will assist you throughout the returns process.
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Request Authorisation: Provide details about the item you wish to return, including the reason for the return. Our team will authorise the return and provide you with further instructions.
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Return Shipping: You will be responsible for shipping the item back to the designated return address. We recommend using a trackable shipping service for your return to ensure it reaches us safely. Please ensure the item is securely packaged to prevent damage during transit.
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Refund Processing: Once we receive the returned item, we will inspect it to ensure it meets our return criteria. Refunds will be issued within 14 working days of receiving the returned item.
Refund or Exchange
Refund Method: Refunds will be processed using the original payment method used for the purchase. Alternatively, you may select to receive your refund via PayPal. If manual refund payments are required, they will be processed via PayPal. Timeframe for
Processing Refunds: Refunds will be processed within 14 working days from the date the items are received and inspected at our warehouse.
Return Shipping Costs
Eligibility for Return Shipping Refund: Return shipping fees will be refunded if the return is due to a defective, damaged, or incorrect item received. (Receipt must be provided)
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Return Shipping Fee Not Refunded: Return shipping fees will not be refunded for unwanted items.
Manufacturer & Payment Processing Fees
Refund Exclusions: Please note that refunds will not include the initial shipping cost and any associated processing fees. Restocking fees might apply to returned items in certain cases.
Associated Processing Fees:
Manufacturer Shipping Fees: Fees charged by the manufacturer for shipping the item to the customer.
Payment Processing Fees: Fees charged by payment processors for processing transactions.
Customs and Import Taxes: Please be aware that for orders, you may be subject to customs duties, taxes, and fees levied by the destination country. These charges are beyond our control and are the responsibility of the customer. We strongly encourage our customers to provide accurate delivery instructions to avoid unexpected high custom tax costs. Please see the Shipping instructions above in the Description and Custom Value section. For instance: When filling out the shipping document, describe the contents as "wig" and declare a custom value of $4 per piece, with a total value of $8, to avoid high customs taxes. We strive to provide transparent information regarding any applicable fees associated with returns to ensure clarity for our customers. If you have any questions or require further clarification, please don't hesitate to contact our customer support team.
Exceptions Unwanted Items:
Unfortunately, we cannot accept returns for hair collection items that are unwanted and not defective or damaged. Returns will not be accepted where a customer changes their mind about a purchase.
Hair Services:
Hair services, such as braids, weaves, and other hair styling services, cannot be returned or refunded once the service has been provided.
Damaged or Defective Items
Photo of Defect or Damage Required: If you receive a damaged or defective item, please provide a clear photo showing the defect or damage.
Process for Handling Damaged or Defective Items: Upon receiving your photo evidence, we will assess the issue and work with our suppliers to resolve it. This may involve arranging for a replacement item or issuing a refund.
Cancellation Policy
Booking Fees: Booking fees are non-refundable if the booking is cancelled.
Cancellation Fees: Cancellations made within 48 hours of the booking will result in a 50% cancellation fee. The cancellation fee is based on the total price charged and does not include the booking fee paid. Bookings must be re-booked no later than 48 hours prior to the slot booked to avoid paying a new booking fee.
Consecutive Cancellations: Three consecutive cancellations will require a non-refundable payment in full to secure future slots. Failure to pay the cancellation fee will result in no future bookings with HBCC. Any booking fee paid will be refunded if the booking is canceled by HBCC.
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