Refund policy

 

Returns & Refunds Policy

At Charry & Rose, we take pride in delivering premium bio-protein fiber hair extensions. Due to strict hygiene, health, and consumer protection safety standards, we strictly enforce the following returns and refunds policy to ensure product integrity and fair procedures for all customers.

 

1. Statutory Right to Cancel & Hygiene Exceptions (UK Consumer Law)

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 28(1)(3)(a)), the right to cancel and return goods does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if they become unsealed or used after delivery.

 Hair extensions are classified as personal hygiene products.

 Once the security seal, protective packaging, or hygienic binding is broken, opened, or altered, the item is strictly non-returnable and non-refundable.

2. Free Sample Piece for Quality & Color Testing (Tape-In Range)

To ensure you are 100% satisfied with your order without compromising the security seal of the main product:

 Complimentary Test Samples: All Tape-In extension orders include two small sample pieces placed outside/alongside the main sealed packaging.

 Testing Guidelines: You must use these sample pieces to test the hair color, texture, softness, and adhesive tape performance.

 Important: Opening, cutting, removing the adhesive tape, removing or breaking the seal of the main product package automatically invalidates your eligibility for a return or refund.

3. Application Method & Tape Adhesive Standards

 Official Walker Tape® Partner: We are an authorized reseller of genuine Walker Tape® products from the USA. All our Tape-In extensions feature world-leading, dermatologically safe, and hypoallergenic adhesive tape designed specifically for secure and comfortable wear.

 Sandwich Application Method: Our Tape-In extensions are specifically designed to be installed using the professional Sandwich Method (where a thin section of your natural hair is placed precisely between two extension tape tabs, allowing adhesive-to-adhesive bonding).

 Application Disclaimer: We are not responsible for improper installation, failure to perform correct scalp preparation (such as applying on unwashed or oily hair), or individual installation errors. Incorrect application or failure to follow our Care & Installation Guide does not constitute a product defect.

4. Quality Control & Manufacturing Video Records

To ensure zero manufacturing defects:

 100% Pre-Shipment Inspection: Every single item undergoes a rigorous manual quality check before leaving our facility.

 Production & Order Packing Recording: For quality assurance and anti-fraud verification, our manufacturing and order packing processes are recorded on video and archived for 60 days.

5. Eligible Returns Criteria

To be eligible for a return and full refund:

1. Notification Period: You must notify us within 14 days of delivery of your intention to return.

2. Unopened & Unused Condition: The main hair extension package must remain completely unopened, unused, unwashed, uncut, uncoloured, and with all security seals intact.

3. Original Packaging: All items must be returned in their original packaging, including all accessories, free gifts, and outer boxes.

6. Non-Returnable Items

We strictly do not accept returns or issue refunds for:

 Hair extensions that have been installed, worn, washed, styled, cut, or altered in any way.

 Products where the security seal or main packaging has been opened or tampered with.

 Products damaged due to improper application, poor maintenance, or failure to follow our Care Guide.

7. How to Initiate a Return

1. Contact our support team within 14 days of receiving your package, providing your order number and reason for return.

2. Once authorized, ship the item back using a tracked and insured postal service. The customer is responsible for all return shipping costs (unless the item is proven faulty upon inspection).

3. We cannot be held responsible for items lost or damaged in transit back to us.

8. Faulty or Incorrect Items

In the rare event that you receive an incorrect item or suspect a genuine product defect:

 You must notify us within 48 hours of delivery with clear photos and video evidence.

 Any claims of missing items, defects, or incorrect shipments will be cross-referenced with our internal production and packing video archives.

 If a genuine error or defect is confirmed by our team, we will provide a replacement or a full refund, including return postage costs.

9. Refund Processing

 Approved refunds will be processed within 5 business days of receipt and inspection of the returned package.

 Refunds will be issued directly to the original payment method used during checkout.

 Original shipping fees are non-refundable unless the item was confirmed faulty or incorrect.

Contact Information: 📧 contact@cherryandrose.com