REFUND POLICY
Your right to return, cancel and be refunded, set out plainly
When you order nano ring or clip-in hair extensions, or aftercare essentials from hairisland.co.uk, UK law gives you a statutory 14-day cooling-off right — and, on top of that, Hair Island offers a more generous 30-calendar-day return window as a matter of company policy. This page explains exactly how both work, what's eligible, and how refunds are paid.
A legal right, plus a more generous company policy
Every order from hairisland.co.uk is covered in two separate ways: your statutory right to cancel under UK law, and our own extended 30-day returns window offered as company policy. They work together, not against each other — whichever gives you more time applies.
14-day statutory cooling-off
Set by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Applies to every distance-sale order, no reason needed. See Section 02.
30-calendar-day return window
Offered by Hair Island on top of your legal rights, giving you more than double the statutory window to decide. See Section 03.
Refunded within 14 days
Once we receive your eligible return, or evidence you've sent it, we refund you within 14 days — usually much sooner. See Section 07.
The cooling-off period the law gives you
Because hairisland.co.uk is an online store, every order is 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 receive a full refund, simply because you've changed your mind — no reason required, no penalty applied, subject to the hygiene exemption in Section 04.
The 14-day window starts the day after you (or someone you've nominated) receives your order. If items arrive in more than one parcel, the 14 days starts from the day you receive the last item. Notify us by email at hello@hairisland.co.uk with your order number and a clear statement that you wish to cancel — silently returning a parcel with no note is not enough.
Once you've given notice, you then have a further 14 calendar days to physically send the item(s) back to us or hand them to a courier.
We refund you without undue delay, and in any event within 14 days of receiving the returned goods, or evidence you've sent them, whichever is sooner.
This statutory right is separate from, and unaffected by, any faulty-goods rights under the Consumer Rights Act 2015 — see Section 10.
More than double the legal minimum, as standard
On top of your statutory 14-day right, Hair Island offers a 30-calendar-day return window on eligible items, counted from the date your order is delivered. This is a goodwill policy, offered in addition to — not instead of — your legal rights.
You have until day 30 after your order is delivered to send an eligible item back for a refund.
Items must be returned unused, unworn, with all original packaging and, where applicable, with the hygiene seal fully intact — see Section 04.
Returns made under this 30-day window are refunded the same way as statutory cancellations — see Section 07.
Within the first 14 days, both your statutory right and our 30-day policy apply — either way, you're covered. Between day 15 and day 30, your order is covered by this extended goodwill window rather than the statutory cancellation right in Section 02. After day 30, only your Consumer Rights Act 2015 protections for faulty or misdescribed goods apply — see Section 10.
Why unsealed, worn extensions can't be returned
Nano ring and clip-in hair extensions are worn in direct contact with your scalp and hair. For that reason, they fall within the health and hygiene exemption at Regulation 28 of the Consumer Contracts Regulations 2013 — the same category of exemption that applies to pierced earrings, swimwear and cosmetics. We are disclosing this exemption clearly here, before you buy, exactly as the law requires for it to remain valid.
To be eligible for either the statutory 14-day cancellation right or our 30-day return window, extensions must be returned unused and unworn, in their original, undamaged packaging, with the protective hygiene seal fully intact. You're welcome to inspect the shade and packaging in the way you might in a shop before buying — this does not affect eligibility — but fitting, wearing, or breaking the inner seal does. This exemption does not affect your separate rights if an extension arrives faulty or not as described; see Section 10.
Shampoo, conditioner & brushes: same hygiene principle
The same hygiene reasoning that applies to extensions applies to our aftercare range. Sulfate-free shampoo and conditioner are sealed for hygiene reasons, and extension brushes make direct contact with hair — so the rules below apply.
Must be returned unopened and unsealed — the bottle's original seal must not be broken. Once opened, these items cannot be returned or refunded under either window.
Must be unused, in original packaging. Once a brush has made contact with hair, it falls under the same hygiene exemption as a used hairbrush and cannot be returned.
Storage cases and similar accessories that don't contact hair or scalp are not subject to the hygiene exemption, so the full return windows apply if returned unused and, wherever possible, in original packaging.
A clear list, so there's no ambiguity
In addition to the hygiene-sealed items described above, the following cannot be returned for a change-of-mind refund. This does not affect your rights if any of these items arrive faulty, damaged or not as described — see Section 10.
Method and timeframe, in full
We refund using the same payment method you used to pay, unless you expressly agree otherwise. You will not be charged a fee for the refund itself.
We refund you within 14 days of receiving your return, or evidence you've sent it — whichever is sooner. In practice, most refunds are processed within 5 working days of receiving your item.
We refund the full price paid for eligible returned items. For statutory cancellations (Section 02), we also refund your standard delivery charge; if you chose an upgraded delivery option, only the standard rate is refunded.
Please allow a further 3–5 working days after we process your refund for the funds to reach your account, depending on your bank or card provider.
Change of mind: you cover the cost
For statutory cancellations and 30-day change-of-mind returns, the cost of sending the item back to us is your responsibility. We recommend using a tracked service, as we cannot take responsibility for parcels lost or damaged in transit to us.
We cover the cost, always
If your item is faulty, damaged on arrival, or not what you ordered, we will cover the cost of return postage in full — either by providing a prepaid label or reimbursing your reasonable postage cost. See Section 10.
Three simple steps
We don't use an online returns form — just email us and we'll take it from there.
Include your order number, the item(s) you'd like to return, and your reason (change of mind, faulty, incorrect item, etc.).
We aim to respond within 48 hours with confirmation, a returns address, and — for faulty or incorrect items — a prepaid label where applicable.
Once we receive your return, we'll check it against the conditions in Sections 04–06 and process your refund within 14 days.
Your Consumer Rights Act 2015 protections
None of the exemptions above affect your separate legal rights if an item arrives faulty, damaged, or doesn't match its description — including hygiene-sealed products that have already been opened. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described.
If a fault is discovered within 30 days of delivery, you are entitled to a full refund.
We will normally offer one repair or replacement. If that isn't possible, or doesn't fix the issue, you're entitled to a refund or price reduction.
You may still have a claim beyond six months, though you may need to show the fault was present at delivery.
If your extensions, shampoo, conditioner or brush arrive faulty, damaged, or not what you ordered, contact us at hello@hairisland.co.uk with your order number and photos where possible. We'll arrange a repair, replacement or refund as appropriate, and we cover the return postage in full — see Section 08.
We don't offer direct exchanges — here's why, and what to do instead
To keep processing fast and refunds accurate, Hair Island does not currently offer direct product-for-product exchanges. If you'd like a different shade, length, or extension type, simply return your eligible, unworn item under Sections 02–06 and place a new order — this guarantees availability of the item you actually want rather than waiting on stock to be reserved for an exchange.
To avoid needing a return in the first place, we recommend using our colour-match service before ordering nano ring or clip-in extensions, so your shade is right the first time.
The legal framework we follow
Sets the 14-day cancellation window, the 14-day return deadline, the 14-day refund deadline, and the hygiene-goods exemption in Section 04.
Guarantees goods must be of satisfactory quality, fit for purpose and as described — rights unaffected by any hygiene seal being broken.
Reinforces fair-trading standards for UK online retailers, including honest presentation of cancellation and refund terms.
Requires clear information about how to place, cancel and correct an order before you complete a purchase.
If you're ever unhappy with how a return has been handled, you can raise it with Trading Standards via the Citizens Advice consumer helpline, or seek independent advice at citizensadvice.org.uk.
A few specific scenarios, answered
Yes. 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 the inner protective packaging around the hair or fitting the extensions, which triggers the hygiene exemption in Section 04.
Can I return part of a multi-item order?Yes. If you ordered clip-ins alongside a shampoo, for example, you can return just the item(s) you no longer want, provided each item is still eligible under Sections 04–06. We'll refund the price of the returned item plus its fair share of any delivery charge, where applicable.
What if my order was a gift?Either the person who placed the order or the recipient can send the item back within the return 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 30-day return window?Once both the statutory 14-day right and our 30-day return window have passed, we're no longer able to accept a change-of-mind return. If your item later develops a fault, your Consumer Rights Act 2015 protections in Section 10 still apply — contact us and we'll talk you through your options.
Company details & how to reach us
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 return or 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.