Refund policy

Returns & Refunds Policy – BHBD UK

At BHBD UK, we want you to love your purchase. If something isn’t quite right, our returns process is simple, fair, and fully compliant with UK consumer law.

This policy applies to consumer purchases made via BHBD UK within the United Kingdom and Republic of Ireland.

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

If you purchase as a consumer online, you have the right to cancel your order within 14 daysof receiving your goods.

To cancel:

• You must notify us in writing within 14 days of delivery.
• Email: info@bhbd.co.uk
• Include your order number and full name.

You then have a further 14 days to return the goods to us.

Refunds will be processed in accordance with Section 5 below.


 

2. Hygiene & Hair Extension Returns

Due to hygiene and health protection reasons, hair extensions are subject to strict return conditions.

Under Regulation 28(3)(a) of the Consumer Contracts Regulations 2013, the right to cancel may not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons if unsealed after delivery.

You may inspect the product to the same extent as you would in a physical retail store (visual inspection only).

Returns will NOT be accepted if:

• Security seals or ties are removed.
• Protective packaging is opened beyond reasonable inspection.
• The product has been worn, installed, brushed, cut, washed, coloured, heat-styled, or chemically treated.
• The product shows any sign of handling beyond what is necessary to establish its nature and characteristics.

If hygiene seals are removed, your right to cancel may be void.


 

3. Conditions for Return

To qualify for a refund:

• Items must be unused and in original condition.
• All original packaging must be intact.
• Security seals must remain unbroken.
• The item must be returned within 14 days of cancellation notice.

We reserve the right to refuse refunds where goods show signs of use, tampering, or alteration.


 

4. Return Costs

Unless the item is faulty or incorrect:

• You are responsible for return postage costs.
• We recommend using a tracked and insured service.
• BHBD UK is not responsible for returned goods lost in transit.

Original delivery charges are non-refundable unless the return is due to our error.


 

5. Refunds

Once your return is received and inspected:

• Refunds will be processed within 14 days.
• Refunds will be made to the original payment method.
• We may make a deduction for diminished value if goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning (Regulation 34(9)).

We do not refund:

• Express shipping upgrades
• Original delivery fees (unless faulty)
• Return postage (unless faulty)

 

6. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, goods must be:

• As described
• Of satisfactory quality
• Fit for purpose

If you believe your item is faulty or incorrect:

• Contact us within 48 hours of delivery
• Provide clear photographs and your order number

We may request return of the item for inspection.

If a fault is confirmed, we will offer:

• Repair (if applicable), or
• Replacement, or
• Refund

We reserve the right to refuse fault claims where:

• The product has been installed, cut, coloured, chemically treated, or altered.
• Damage results from misuse, incorrect application, or third-party installation.
• The issue is due to normal wear, improper maintenance, or external damage.

 

7. Installation & Alteration

Once hair extensions have been:

• Installed
• Cut or customised
• Coloured or toned
• Washed or heat styled

They are deemed accepted and non-returnable unless a manufacturing defect is proven.

BHBD UK is not responsible for:

• Colour mismatch
• Installation technique
• Third-party stylist errors
• Aftercare issues

We strongly recommend checking colour and quality before installation.


 

8. Delivery Disputes

Where a parcel is marked as delivered:

• We will rely on courier delivery confirmation, GPS data, photographic evidence, and signature confirmation (where applicable).
• Claims for non-receipt must be reported within 48 hours of marked delivery.

We reserve the right to refuse refund or replacement where credible delivery evidence exists.

This does not affect your statutory rights.


 

9. Chargebacks & Payment Disputes

If a chargeback is initiated without first contacting us:

• We will provide proof of delivery and correspondence to the payment provider.
• Fraudulent claims may be challenged.

We encourage customers to contact us directly to resolve issues quickly.


 

10. Limitation of Liability

To the fullest extent permitted by law, BHBD UK shall not be liable for:

• Indirect or consequential losses
• Loss of salon appointment fees
• Third-party styling costs
• Loss arising from misuse or incorrect application

Nothing in this policy excludes liability where unlawful to do so.


 

11. Contact Us

If you have any questions regarding returns or refunds, please contact:

BHBD UK
Email: info@bhbd.co.uk
Phone: 01622 791320