Welcome to TOP Hair Fashion Web Store

Customer Service: sales@tophairfashionltd.com

Returns & Exchanges

Please Note: The terms and conditions below apply solely to individuals purchasing goods for their own use. If you are buying goods for your business, salon or for the purpose to apply them to another individual in the course of your work, it is a business to business transaction and as such is exempt from the Distance Selling regulations.

Terms and Conditions apply to our online service only. For our Trade terms and conditions please email sales@tophairfashionltd.com stating the subject as Trade Terms and Conditions. Please ensure that all goods are in saleable condition and the hair products have not been used or handled, example; brushed, worn, labels removed etc. for health and hygiene reasons.

 

We do not recommend colouring or silver shampoo any human hair product as they have all been through a harsh chemical process. If you do decide to go ahead and colour the hair, all guarantees are voided and we will not accept hair back to be tested if you think that the hair is faulty as you have made a change to the original condition of the product. We will refuse to test hair that has been coloured.

 

Get your order in time for Christmas!

Please see the dates below to make sure you get your order in time for Christmas! Please note, orders placed after the cut off dates will not be dispatched until the 2nd January 2019.

For Express UK deliveries all orders must be placed at 2pm on the Cut-off date.

Destination Cut off date
Standard UK (Mainland) 20th December
UK Express 20th December
UK Express before 10.30am 20th December
UK Express before 12pm 20th December
Saturday Guaranteed 20th December
Isle of Wight 20th December
Scottish Highlands 20th December
UK Offshore 20th December
Europe (Selected Countries) 20th December
USA & Canada 20th December
Australia & New Zealand 20th December
Rest of the World 20th December

*The date of delivery of goods may be subject to change depending on courier load and status. 

Order Cancellation: Pre-Shipment

If you wish to cancel an order or part order transaction before it is shipped, please do so immediately via telephone or via email. Cancellations made via email will be timed at time of reading, not sending or receipt. You will not be charged any penalty and your payment method will also be cancelled. If the order has been shipped, then the Post-Shipment cancellation will apply.

 

Order Cancellation: Post-Shipment

You may cancel your order up to 14 working days from receipt of your purchase. All goods must be returned in an unopened and unused state for refund. Please see our Returns Policy for more information.

 

Returns Policy - Cancellation of Order

All goods purchased from TOP Hair Fashion may be returned for refund, exchange or replacement within 14 working days from receipt of delivery. Before sending the parcel back to us.

 

Please note: Important Information:

You must take care of our goods whilst they are in your possession and at any item, returns must be returned in its original shipped condition and original undamaged packaging. Please note all hair must be returned still attached to the original card. If you have removed it from the card we are unable to re-sell the item as new.

That you or your carrier are responsible for any returned goods until they reach our warehouse. Cost and Risk of return will be at your expense and we strongly recommend that you get Proof of Postage or use Royal Mail's "Recorded Signed" service. You may like to opt for Royal Mail's "Special Delivery" service if a valuable item.

 For exchanged items, you may be asked for a nominal fee as a contribution towards any additional postage of shipping, depending on which shipping method you require.

 We try to make refunds within one week of receipt back to us though promise to make all refunds within 14 calendar days from receipt of goods to our warehouse. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.

 Please return the goods to the address on the top of your receipt/invoice and fill in the returns form available from our website.

 Any returned goods that we receive which are outside of this Returns Policy will be defined as "In Dispute". Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.

 We are sorry but due to false promises in the past, we are unable to replace or exchange an item until the original parcel is returned to TOP Hair Fashion. If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date.

 Sometimes and especially if goods are purchased in advance for a present or delivered whilst on holiday, aforementioned 14 day response timescales can be missed. Therefore, without prejudice and as a gesture of goodwill, we are happy to consider the following remedy on a case by case basis:

 Should an item not be required and is returned and received by us between 14 working days and 30 calendar days, we will be happy to accept the item(s) back with refund of goods to the value of 70% of the purchase price (excluding shipping) or refund of 100% if taken as a gift certificate or coupon redeemable in the future at TOP Hair Fashion. Should an item be returned and received after 30 calendar days, we will have no obligation to refund. If you wish the item resent to you, we will ask for a nominal fee to cover additional shipping costs.

14 working days from receipt of delivery shall be defined as the date from when your shipment is received by yourself, being the date of signature that the package is received by you.

 

Returns Policy - Faulty Goods

If hair extensions appear faulty due to quality issues, the fault must be reported to us within a maximum of 30 days of the receipt date; this is due to human hair being a consumable item during wear.

Please note, all returns must have a fully completed Faulty Hair Returns Form. Any goods received without the appropriate paperwork will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 91 days will result in the goods being destroyed.

We will not test any hair extensions that have been coloured, tinted or chemically damaged; all hair extensions must be returned as the original product colour. We must receive the hair within 7 days of the complaint being made, this will then be examined and inspected. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way, the goods will be returned to the customer and we will not refund or replace the goods.

TOP Hair Fashion will not be held responsible for any additional expenses due to faulty goods e.g. removal or re-application costs. We recommend that a qualified professional applies any professional hair extensions and that customers are to have a consultation before any permanent extensions are applied.

We aim to provide any unsuitable product exchanges within 24 hours of its arrival into our warehouse. This will then be shipped via courier which can take 3-5 days for delivery. Please note that testing of faulty hair extensions can take up to 3 weeks, this is due to the hair being returned to the manufacturer where the relevant examination processes will take place.

Please allow extra time over bank holidays for exchanges i.e. Christmas, Bank Holidays, New Year.

The goods are the responsibility of the customer until they reach TOP Hair Fashion warehouse. Please ensure all items are packaged properly to avoid transit damages.

We do not guarantee the use of our hair extensions whilst on holiday/in warmer climates for various reasons, including discolouration of the hair when coming into contact with swimming pool chlorine and the hair drying out through excess heat. We strongly advise all customers using hair extensions avoid both chlorine and sea water as this can damage hair and hair colour.

Any colouring of extensions is done entirely at the customers own risk and we will not test, refund or exchange any extensions that have been coloured, dyed or tinted.

TOP Hair Fashion will not be held responsible for any extensions that have been exposed to heat damage by the customer.

Synthetic products can only be heated in moderation up to 180°, synthetic hair extensions cannot be coloured or washed.

 

Any returned goods that we receive which are outside of this Returns Policy will be defined as "In Dispute". Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.

We are sorry but due to false promises in the past, we are unable to replace a faulty item until the original is returned to TOP Hair Fashion.

All returns must be accompanied with The TOP Hair Fashion Return Form which can be downloaded from our website and posted to:

TOP Hair Fashion
Unit F, 61 Albert Rd North
REIGATE, SURREY
RH2 9EL
United Kingdom

 

Product Images

TOP Hair Fashion make every effort to maintain clear descriptions and endeavour to use such "up to date" images that are representative and truly reflect the item to be purchased. However TOP Hair Fashion cannot be held responsible for [a] any perception you may have in product representation and [b] the manufacturer's obligation of a right to change product specification including colour or design at any time and without notice. It is also important to note that some colours may vary slightly from what you see on screen to the product ultimately received, depending on your monitor screen resolution and colour/display settings. We are aware that our site looks different on different PC's using different browsers and having different colour and screen resolution settings.

All materials contained on this web site are property of TOP Hair Fashion and may not be reproduced, distributed, transmitted, displayed, published or broadcast without the prior written permission of TOP Hair Fashion.

Permissions you may download material from the TOP Hair Fashion and the TOP Hair Fashionpro web site for your personal, non-commercial use only. You may reprint or republish portions of text from the site but only if there is attribution to TOP Hair Fashion including the individual author if identified. Images displayed on this web site are the property of their respective photographers.

IMAGES MAY NOT BE REDISPLAYED ON ANOTHER WEBSITE WITHOUT PERMISSION OF THE PHOTOGRAPHER AND TOP HAIR FASHION.

General Prior to shipping, we reserve the right to decline, reject or similarly cancel any order or part order without notice and refund any payment in full.

Many products, especially accessories can be procured from different suppliers depending on stock availability. Please note therefore that products may come in different packaging. All prices are correct at time of publication. TOP Hair Fashion reserve the right to change, alter or amend any price at any time without notice. Should a product price decrease since an original purchase, contractually we are not obligated to refund the difference. Similarly, should an increase occur prior to purchase, we are not obligated to sell at the previous lower price.

Should a product be unavailable or out of stock, we may after prior consultation ask if a replacement product with the same or higher value be acceptable. You may agree or reject this offer. If we are unable to contact you and a required date is within 3 days, so we do not let you down, we may make a decision to ship the replacement item to you with a written rationale. Should this not be acceptable upon receipt, you may return the item(s) for full refund including all postage.

All goods remain the property of TOP Hair Fashion until paid for in full.

 

Items lost in Transit

As we use recorded delivery courier services, we are unable to report an item as missing until 15 working days after original shipment day. Due to this rule set by our couriers, we are unable to deem an item as lost until this time and will not refund or replace until 15 working days from original shipment date has passed. Please note that an item sent overseas is not deemed to be lost or delayed until at least 25 working days have passed.