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Returns Policy

Information on Returns

This Returns Policy is in accordance with European Directives and Legislation. These terms do not affect your statutory rights.

Prior to returning an item, please contact us so that are aware that you are sending back an item.

The European Directive dictates that customised goods (i.e. personalised hair replacement systems or Folli-FUSE®) made according to custom specifications may not be returned. So please ensure that your customised order is agreed and documented with us before work begins. Changing your mind about the agreed customised specifications after it has been agreed at the Custom Design Session and work begins is too late and will incur cancellation charges as we will have to stop the production of the item. The cancellation charges will vary according to the stage of production that the item is in when it is cancelled.

Returns Process

Returns for faulty goods must be made within 30 days of purchase.
Unwanted / Unsuitable Goods must be returned within 7 working days of receipt.
Mail the item back to us, in the original product packaging to help expedite the return or exchange process including the reason for the return.
Please include your name, address and daytime contact phone number.
Use a trackable and insured shipping method. The cost of return shipping must be paid by you at the point of return.
We are not responsible for customer returns that are not received.

Unwanted / Unsuitable Goods

Return within seven working days of receipt.
Goods must be in perfect condition and ready for resale.
Original packaging must be intact.
Customised goods cannot be returned.
The cost of returning unwanted/unsuitable items to us is the responsibility of the purchaser.

Faulty Goods

Faulty goods may be returned to us within 30 working days of receipt. We will arrange to repair or replace the item.
Prior to returning the item, please contact us so that we know you are sending back an item.
Include all packaging with returned goods.
The cost of returning items to the maker is the responsibility of the purchaser.
Should the goods be found faulty on inspection, we will arrange for the item to be repaired or replaced.

Refund Process

If a refund is necessary, the total amount (minus postage and packaging) will be credited back to the original method of payment.
It may take up to two billing cycles for the credit to appear on your monthly credit card statement.
The value of returns or exchanges or refunds is the value at the time of purchase.


Please email us at for any amendments or cancellations to your order before it has been processed. Please note that for personalised items, the goods cannot be returned. Also note, that cancellation of a personalised order will incur cancellation charges.

We will get back to you as quickly as possible with an update.

This applies to standard and customised orders.