Last Updated: 5th February, 2026
1. Your Right to Return
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your items without giving any reason.
2. Return Conditions
Items Eligible for Return:
- Unopened, unused items in original packaging
- Items with all tags and labels attached
- Items returned within 14 days of delivery
Items NOT Eligible for Return:
- Opened or used hair extensions for hygiene reasons
- Custom-colored or specially ordered items
- Items damaged by normal wear and tear
- Gift cards or vouchers
3. How to Initiate a Return
- Contact us at hello@ratoyluxuryhairs.com within 14 days of delivery
- Provide your order number and reason for return
- We will provide return instructions and authorization
- Package items securely in original packaging
- Send items back using a trackable service
4. Return Shipping
- You are responsible for return shipping costs unless the item is faulty
- We recommend using a tracked and insured service
- Risk of loss during return shipping lies with you until we receive the items
- Return address will be provided upon authorization
5. Refund Process
- Refunds will be processed within 14 days of receiving returned items
- Refunds will be made to the original payment method
- Original shipping costs are non-refundable (unless item is faulty)
- Refund amount may be reduced if items are not in original condition
6. Exchanges
- We offer exchanges for different sizes or colors (subject to availability)
- Exchange requests must be made within 14 days of delivery
- Original item must meet return conditions
- Customer pays shipping costs for exchanges unless item is faulty
7. Faulty or Damaged Items
If you receive a faulty or damaged item:
- Contact us immediately at hello@ratoyluxuryhairs.com
- Provide photos of the damage or defect
- We will arrange collection or provide a prepaid return label
- Full refund or replacement will be provided
8. Processing Time
- Return authorization: 1-2 business days
- Refund processing: 5-14 days after receipt
- Exchange processing: 5-10 business days
9. Contact Information
For returns and exchanges:
- Email: hello@ratoyluxuryhairs.com
- Phone: +447362260587