Cancellation Policy
Your legal right to change your mind, set out plainly
When you order nano ring extensions, clip-ins, or aftercare essentials from hairisland.co.uk, UK law gives you a statutory right to cancel your order — separate from, and in addition to, our own goodwill returns window. This page explains exactly how that legal right works, step by step.
Your statutory right to cancel a distance-sale order
Because hairisland.co.uk is an online store, every order you place with us is what the law calls a "distance sale". Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, this gives you a legal cooling-off period to cancel your order and get a full refund — simply because you've changed your mind, with no reason required and no penalty applied.
How the 14 days is counted
Your cancellation window runs for 14 calendar days starting the day after you (or someone you've nominated) physically receives your order. If your order arrives in more than one parcel — for example, extensions and aftercare products dispatched separately — the 14 days starts from the day you receive the very last item.
You don't need a reason
You can cancel simply because you've changed your mind about a shade, decided nano rings aren't for you, or for no stated reason at all. This is separate from your rights if an item is faulty or wrongly described, which are protected regardless of any time limit and covered in our Terms & Conditions.
How to notify us — and what to include
To cancel under this statutory right, you need to tell us in a clear statement before the 14-day window closes. Silence, or simply returning a parcel with no note, isn't enough on its own — we need a clear "I want to cancel" from you. There are two straightforward ways to do this.
Email or written notice
The simplest route is to email hello@hairisland.co.uk with your order number, the item(s) you're cancelling, and a clear statement that you wish to cancel your order. You can also send written notice by post to our registered address below. Either way, keep a copy or a proof of postage for your own records.
Use the model cancellation form
If you'd prefer, you can use the model cancellation form below (the standard wording set out in the 2013 Regulations). Simply copy it into an email or letter, fill in your details, and send it to us — it isn't compulsory, but it makes sure nothing gets missed.
Model cancellation form
To: Hair Island Limited, hello@hairisland.co.uk
From notice, to parcel, to refund
Once you've told us you're cancelling, here's the sequence the law sets out for what happens next.
Send the goods back within 14 days of telling us
Once you've given us notice of cancellation, you then have 14 calendar days to physically send the item(s) back to us, or hand them to a courier. This 14-day return window is separate from — and starts after — the original 14-day cancellation window, so you have plenty of time to package things up properly.
Pack items in their original, unsealed condition where possible
Please return items with any labels attached and, where reasonably possible, in their original packaging. You're entitled to inspect what you've received in the way you would in a shop, but excessive handling, wear or damage may lead to a deduction from your refund to reflect the reduced value.
We refund you within 14 days of getting the goods back
We must refund you without undue delay, and in any event within 14 days of the day we either receive the returned goods back, or you supply evidence of having sent them (whichever is sooner). In practice, we usually process straightforward cancellations within 5 working days of receiving your return — the 14-day figure is the legal maximum, not our target.
How your refund is paid
We refund using the same payment method you used to pay, unless you expressly agree otherwise, and you won't be charged a fee for the refund itself. Please allow a further 3–5 working days after we process it for the funds to reach your account, depending on your bank or card provider.
What we refund, and delivery costs
We'll refund the full price you paid for the cancelled items, including the standard delivery charge you originally paid to get them to you. If you chose an upgraded or express delivery option, we're only required to refund the cost of our standard delivery service. The cost of returning the goods to us is your responsibility, unless the item is faulty or was sent in error.
Hygiene-sealed products: what you can and can't cancel once opened
Because several of our products are worn against the scalp or applied directly to hair, the law includes a specific exemption for goods that are sealed for health or hygiene reasons. Once you break that seal, your statutory right to cancel no longer applies to that item. Here's exactly how this plays out across our range.
Hair extensions — nano rings & clip-ins
Because extensions make direct contact with the scalp and hair, we cannot accept a cancellation once the protective packaging has been opened or the wefts or strands have been handled beyond a reasonable inspection.
Aftercare — shampoo, conditioner & brushes
Sulfate-free shampoos and conditioners are sealed for hygiene reasons and cannot be cancelled once opened. Extension brushes fall under the same exemption once they've made contact with hair, for the same reason a sealed hairbrush can't be resold once used.
Storage solutions & other accessories
Storage cases, sectioning tools and similar accessories that don't come into direct contact with hair or scalp are not subject to the hygiene exemption, so the full 14-day cancellation right applies as long as they're returned unused and, wherever possible, in their original packaging.
This legal right sits alongside our 30-day returns window
This Cancellation Policy describes your minimum legal entitlement under UK law. Separately, and more generously, Hair Island also offers a 30-day returns window on unused, unopened orders as a matter of company policy — giving you more than double the statutory 14 days to decide. Full details of that goodwill policy, including how to start a return, are in our Refund Policy.
Two policies, one simple rule
Within 14 days: both this statutory right and our goodwill policy apply — either way, you're covered.
Between day 15 and day 30: your order is covered by our extended 30-day goodwill returns window rather than the statutory cancellation right described on this page.
Faulty or wrongly described items are protected either way
None of the exceptions above affect your separate rights under the Consumer Rights Act 2015 if an item arrives faulty, damaged, or doesn't match its description — including hygiene-sealed products that have been opened. If your extensions, shampoo or brush arrive defective, please contact us within 30 days of delivery and we'll arrange a repair, replacement or refund as appropriate. Full details are in our Terms & Conditions.
The UK law behind this policy
This Cancellation Policy is written to comply with the following UK legislation and regulatory guidance, alongside the platform requirements of the marketplaces and shopping services we use to advertise our products.
What governs your right to cancel an order with us
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- The core regulation behind this page — it sets the 14-day cancellation window, the 14-day return deadline, the 14-day refund deadline, and the hygiene-goods exemption described above.
- Consumer Rights Act 2015
- Guarantees that goods must be of satisfactory quality, fit for purpose and as described — rights that apply regardless of this cancellation policy and are unaffected by any hygiene seal being broken.
- Digital Markets, Competition and Consumers Act 2024
- Reinforces fair-trading standards for UK online retailers, including clear pre-contract information and honest presentation of cancellation and refund terms.
- Electronic Commerce (EC Directive) Regulations 2002
- Requires us to give you clear information about how to place, cancel and correct an order before you complete a purchase on hairisland.co.uk.
If you're ever unhappy with how a cancellation has been handled, you can raise it with Trading Standards via the Citizens Advice consumer helpline, or seek independent advice from citizensadvice.org.uk.
A few specific scenarios, answered
Can I cancel part of a multi-item order?
Yes. If you ordered a clip-in set alongside a sulfate-free shampoo, for example, you can cancel just the item(s) you no longer want, provided that item is still eligible (see the hygiene exceptions above). We'll refund the price of the cancelled item plus its fair share of any delivery charge.
Can I open the box just to check the shade?
You're entitled to examine what's arrived in the same way you might in a shop before buying — checking the shade against your colour swatch, for instance. This is different from unsealing an individual hair weft's protective packaging or applying product, which triggers the hygiene exemption described above.
What if my order is a gift?
Either the person who placed the order or the recipient can send the item back within the cancellation window, but the refund will always go to the original payer's original payment method, in line with UK payment processing rules.
What if I've missed the 14-day cancellation window?
Don't worry — our own returns policy gives you up to 30 days from delivery for unused, unopened items. Take a look at our Refund Policy for how that works, or contact us and we'll talk you through your options.
Company details & how to send your notice
Hair Island Limited
Hair Island is the trading name of Hair Island Limited, the company you're contracting with when you place an order, and the correct entity to name in any written cancellation notice.
| Company number | 16790985 |
| VAT number | GB522646694 |
Registered address for written notice:
19-20 Bourne Court, Southend Road, Woodford Green, Essex, IG8 8HD, United Kingdom
| Monday – Friday | 09:00 – 17:00 |
| Weekend & bank holidays | Closed |
The rest of our policies, in one place
Last updated and effective from 6 September 2026. Hair Island is a trading name of Hair Island Limited (company no. 16790985, VAT GB522646694), 19-20 Bourne Court, Southend Road, Woodford Green, Essex, IG8 8HD, United Kingdom.