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Returns & Exchanges Policy

Last updated:23/08/2025

At Sharni K Hair Ltd, we take pride in the quality of our wigs and toppers and want you to feel confident in your purchase. We comply with UK consumer law while also following strict industry standards to protect our customers’ health and safety.

1. 14-Day Returns Policy (Unworn, Non-Customised Items)

  • You have 14 days from receipt of your order to request a return or exchange.

  • To qualify, items must be:

    • Unworn,

    • Unopened and in original packaging,

    • Unaltered (including uncut lace), and

    • With all security tags and hygiene seals intact.

  • Items that are not in their original resalable condition will not be accepted.

2. Customised Items – Non-Returnable

  • Any item that has been customised or altered in any way (including colour, cut, or adjustments requested before dispatch) is non-returnable and non-refundable.

  • This is standard practice in the wig and topper industry and is in line with UK consumer law exemptions for customised goods.

3. Hygiene & Safety Restrictions

For reasons of health and hygiene, returns are not accepted if:

  • The item has been worn,

  • The lace has been trimmed, or

  • The item has been removed from packaging in a way that prevents resale.

These restrictions are supported under UK hygiene regulations and consumer law exemptions.

4. How to Request a Return

  • You must email sharni.k.hair@gmail.com within 24 hours of receiving your goods to request a return authorisation.

  • Please provide:

    • Your order number,

    • Name and address,

    • Details of the item(s), and

    • Reason for return (including supporting images if relevant).

  • Returns sent without authorisation may not be accepted.

  • The buyer is responsible for return delivery costs.

5. Order Cancellations

  • Under the Consumer Contracts Regulations, you have the right to cancel your order and receive a full refund before the order has been dispatched.

  • To cancel, please email sharni.k.hair@gmail.com as soon as possible.

6. Faulty or Incorrect Items

  • If you believe your item is faulty, please contact us within 48 hours of receipt at sharni.k.hair@gmail.com, including photos and your order details.

  • If you have received the wrong item, please notify us immediately with your order number and details so we can resolve the issue quickly.

7. Statutory Rights

This policy does not affect your statutory rights under UK consumer law.

Delivery Policy

Courier Service

  • We ship all orders using Royal Mail Group Ltd – Special Delivery Guaranteed.

  • This is a tracked, next-business-day service.

  • Please note: delivery times are subject to external factors outside of our control (such as weather conditions, postal delays, traffic disruptions, or strikes). These are covered under Royal Mail Group Ltd’s Terms & Conditions. As such, Sharni K Hair Ltd cannot accept responsibility or guarantee courier performance once an order has been dispatched.

Customised Orders

  • If your order includes a product that has been customised (e.g. colour, length, or other requested adjustments), the dispatch timeframe begins the next working day after the customisation has been completed.

  • Once customisation is finished, the standard delivery terms outlined in this policy will apply.

Order Processing & Cut-Off Times

  • Orders placed before 3:00pm Monday – Thursday will be processed the same day for next-business-day delivery.

  • Orders placed after 3:00pm or on a Friday, weekend, or bank holiday will be processed the next working day.

  • Deliveries are made Monday to Friday, between 9:00am – 6:30pm.

Delivery Expectations

  • While most orders arrive the next business day, we recommend allowing 1–2 working days for delivery to ensure you have received and checked your goods before any scheduled client appointment.

Delivery Requirements

  • Please provide a valid contact telephone number with your order.

  • Ensure that someone is available at the delivery address to sign for and accept the goods.

Checking Your Delivery

  • Any transit damage, shortages, or incorrect items must be:

    • Noted on the delivery consignment note at the time of receipt, or

    • Reported to our warehouse within 48 hours of delivery.

  • Claims made after this time may not be accepted.

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