Warranty & Guarantee Policy
Our promise on the quality of every strand we send you
Every set of nano ring or clip-in extensions we dispatch is 100% double-drawn Remy human hair, and we stand behind its quality. This page explains exactly what our warranty covers, how long it lasts, what can void it, how to make a claim, and what remedy you can expect — in plain English, alongside your separate statutory rights under UK law.
What our warranty actually covers
Our warranty covers manufacturing quality, not personal taste or normal ageing. In short: if your extensions or accessories develop a genuine fault under normal, recommended care, we'll put it right. Here's exactly what "normal" looks like for each product line.
Nano Ring & Clip-In Hair Extensions
We guarantee that your extensions will not shed excessively, tangle at the root, matte prematurely, or shift noticeably in colour within 30 days of delivery, provided they have been fitted, brushed, washed and stored following our After Care Guide and — for nano rings — professionally fitted and removed. A small amount of natural shedding is normal for any human hair product, including your own hair; our guarantee covers shedding or tangling that is clearly excessive and consistent with a manufacturing fault, not everyday wear.
Clips, Nano Rings & Wefting
The mechanical parts of your extensions — the clips on our clip-in wefts, the silicone-lined nano rings, and the wefting that holds each strand — are guaranteed against breakage, snapping or coming loose under normal use for 90 days from delivery. This does not cover damage caused by forceful removal, incorrect fitting, or rings that have been over-tightened by a non-professional.
Extension Brushes & Storage Accessories
Loop brushes, soft-bristle extension brushes, colour rings and storage cases are guaranteed against manufacturing defects — such as bristles falling out on first use, a broken clasp, or a cracked case straight out of the box — for 30 days from delivery under normal use.
Sulphate-Free Shampoo & Conditioner
Our aftercare bottles are guaranteed against packaging faults — such as a split seal, a faulty pump, or a leaking bottle on arrival — for 14 days from delivery. As with any cosmetic product, individual skin or scalp sensitivity can vary; if you experience an adverse reaction, please stop use immediately, contact us, and seek medical advice if needed.
How long each guarantee lasts, from the date of delivery
Situations our warranty doesn't cover
Because human hair extensions respond to heat, chemicals and handling in the same way your own hair does, certain actions will void this warranty. This doesn't affect your separate statutory rights if the product was already faulty when it arrived — see the next section.
How to report an issue and what we'll need from you
Contact us as soon as you notice the issue
Email hello@hairisland.co.uk within the applicable coverage period shown above, or within 14 days of first noticing the fault if that's later — whichever gives you the longer window. Include your order number and a short description of what's gone wrong.
Send clear photos or a short video
We'll ask for clear, well-lit photos or a short video showing the fault, along with a photo of the hygiene tag or product label where relevant. This helps us assess your claim quickly without needing to see the item in person in most cases.
Keep the product until we confirm next steps
Please don't dispose of, cut, or further treat the item while your claim is under review, as we may ask you to post it back to us for inspection at our cost if photos alone aren't conclusive.
We respond and confirm your remedy
We aim to respond to every warranty claim within 48 hours, and to confirm the outcome and remedy within 5 working days of receiving all the evidence we need.
What good evidence looks like
Photograph the affected area in natural light, include a wider shot showing the whole product, and note how long you'd had or worn the item before the issue appeared. Claims with clear, dated evidence are almost always resolved faster.
The remedy you can expect once a claim is approved
We choose the remedy that's fairest for the specific fault, and we'll always explain our reasoning. In order of preference, here's what we typically offer.
Replacement
A like-for-like replacement of the same product, shade and length wherever stock allows. This is our default remedy for a confirmed manufacturing fault.
Store credit
If the exact item is out of stock, or you'd prefer a different shade or length, we'll offer store credit to the value of the affected item, valid for future use on hairisland.co.uk.
Partial or full refund
For minor faults, we may offer a partial refund reflecting the reduced value of the item. For confirmed major faults where a replacement isn't possible or appropriate, we'll offer a full refund.
This warranty adds to your statutory rights — it never replaces them
This Warranty & Guarantee Policy is a voluntary commitment from Hair Island, offered on top of the legal protections you already have as a UK consumer under the Consumer Rights Act 2015. Nothing on this page limits, excludes or replaces those statutory rights in any way, and if a term here were ever read as doing so, your statutory rights would still apply in full.
Your Consumer Rights Act 2015 timeline
First 30 days: a short-term right to reject faulty goods for a full refund.
Up to 6 months: if a fault appears, it's presumed to have been there at delivery unless we can show otherwise.
Up to 6 years (England, Wales & Northern Ireland) or 5 years (Scotland): you can still bring a claim for goods that were not of satisfactory quality when supplied.
The UK law behind this policy
This Warranty & Guarantee Policy is written to comply with the following UK legislation and regulatory standards.
What governs warranties and guarantees at Hair Island
- Consumer Rights Act 2015
- Sets your core statutory rights — goods must be of satisfactory quality, fit for purpose and as described — including the short-term right to reject and the 6-month reversed burden of proof described above.
- Sale and Supply of Goods to Consumers Regulations & case law
- Confirms that a commercial guarantee like this one is legally binding on the terms we set out, and takes effect automatically once the goods are delivered.
- Consumer Protection from Unfair Trading Regulations 2008
- Requires that our warranty terms are presented clearly, honestly and without misleading or ambiguous claims about what is or isn't covered.
- General Product Safety Regulations 2005
- Requires all products we sell, including brushes and aftercare items, to be safe under normal or reasonably foreseeable use.
- Cosmetic Products Enforcement Regulations 2013
- Governs the safety, labelling and sale of our sulphate-free shampoo and conditioner range.
- Digital Markets, Competition and Consumers Act 2024
- Reinforces fair-trading standards for UK online retailers, including transparent presentation of warranty, guarantee and refund terms.
England, Wales, Scotland & Northern Ireland — how the time limits differ
| Nation | Long-stop period to bring a claim | Governing framework |
|---|---|---|
| England & Wales | 6 years from the date of delivery | Limitation Act 1980 |
| Northern Ireland | 6 years from the date of delivery | Limitation (Northern Ireland) Order 1989 |
| Scotland | 5 years from the date of delivery | Prescription and Limitation (Scotland) Act 1973 |
If you're ever unhappy with how a warranty claim 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
My extensions are shedding a little — is that covered?
Some shedding is completely normal for human hair, including your own. Our guarantee covers shedding that's clearly excessive compared to normal wear — for example, visible thinning within days of fitting under recommended care. Send us photos or a short video and we'll assess it against that standard.
I dyed my extensions at home and now they feel dry — can I claim?
Unfortunately not. Home colouring or bleaching, or colouring at a salon that wasn't following our care guidance, voids the warranty on that item because we can no longer verify the cause of the change in condition.
A nano ring slipped out after my salon fitted it — what happens?
If the ring itself failed under normal wear within 90 days and was fitted by a trained professional, this is covered under our hardware guarantee. Please send photos of the affected ring and let us know which salon carried out the fitting.
Does this warranty cover items bought as a gift for someone else?
Yes. The warranty attaches to the product and the original order, not to the person who placed it. Either the buyer or the recipient can raise a claim, provided they can supply the original order number or proof of purchase.
What if my claim is outside the warranty period but the fault was there from the start?
Your statutory rights under the Consumer Rights Act 2015 exist independently of this warranty and can extend well beyond it — see the "Statutory Rights" and "UK law" sections above. Contact us and we'll assess your claim under the appropriate framework.
Company details & how to raise a claim
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 warranty claim.
| Company number | 16790985 |
| VAT number | GB522646694 |
Registered address:
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.