This document is to enable you to return products to us in appropriate circumstances which apply to all orders submitted through our website. Please also check the Returns section in our terms and conditions of sale for the circumstances in which a refund may be given and returns made.  This document does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Returns procedure

You must send us written notice stating that you wish to cancel the contract and include your order number.
Once you decide to return the Goods you must not use them and you must take reasonable care of them while in your possession. The Goods must be returned to us intact and undamaged as soon as possible.

You will be responsible for returning the goods to us at your cost.

If you are returning your order from outside the UK by post, please use the national carrier within your country.
You will need to pay for the postage but we will refund the delivery charge if we have made an error in our dispatch or if the item is faulty or unfit for purpose. We will not refund charges incurred by you from private carriers.

We are unable to accept any responsibility for return items that are lost and/or damaged in the post. You must ensure that the returned items packaged in a box must be returned with an outer box and packaging for protection, as given upon delivery.

Returned items must be sent by Royal Mail Signed for post to our business addresss: The Hair Helper Ltd, 7 Rosemont Road, New Malden, KT3 3EP.


Please note we do not offer an exchange service by post.

The Hair Helper Ltd will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy. We will not refund to you any costs you incur in returning the product to us, unless otherwise stated. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you of the returned item, within 30 days following the day we receive your returned product.