Refund Policy

Customer Returns 

  • In the event of any unwanted product(s) you may return them unopened and unused in it’s original, merchandisable condition within 14 working days for an exchange or refund. 
  • You will be responsible for the postage, preferably via a trackable means, as lost items cannot be refunded. 
  • Items must be returned in a resalable condition and will not be accepted back if worn or opened due to hygiene regulations.  
  • Postage charges will apply if exchanged for another item, in order for us to send the new product. If you’re unable to send goods back to us you can request that we arrange a collection, and the cost of that return will be deducted from your total refund.

Incorrect goods

  • If we have sent the incorrect product, please notify us within 2 working days of receiving your order via email or phone. 
  • Providing the product is unused and in a merchandisable condition we will replace the products and reimburse you for all postage costs involved in returning the products to us by way of a credit on your account.
  • Proof of postage will not be accepted as proof of delivery. You must include your name and address with a copy of your purchase invoice along with your reason for the return.

Faulty or damaged goods 

  • If the product appears to be faulty or damaged during transit please notify us within 2 working days of receipt. In this instance we will replace the products and reimburse you for all postage costs involved in returning the products to us by way of a credit on your account. 
  • Proof of postage will not be accepted as proof of delivery. You must include your name and address with a copy of your purchase invoice along with your reason for the return.

Complaints 

  • In the unlikely event that you have an issue with our hair and wish to make a complaint please either contact our office on 01708376482 or email info@zenhair.co
  • We will require the hair to be sent in to us for further investigation. You will have 28 days from the time of this request to send the hair back to us. If we have not received your hair back within this time your complaint will be closed and marked as resolved. 
  • If there is still an ongoing issue you will need to make a new complaint. 
  • Once the hair is received we aim to have an outcome for you regarding this within 5 working days. 

Refunds 

  • Refunds will be issued within a week of receiving a return or cancellation request.
  • The refund can take 3-5 working days to appear back in your account.

 

​​Returns By Courier 

 

  • In the event that your parcel has been sent on a service that requires a signature at the specified delivery address and there is no-one at home, the driver will leave a calling card. If you have provided us with your mobile number or email address, DHL will send you a notification confirming this.

 

  • The card and notification will direct you to dhlparcel.co.uk where using the track a parcel function will give you the options available.
  • This will include one or more of the following options:
  •     Leave in a safe place
  •     Leave with a neighbour
  •     Collect from a Local Parcel Shop
  •     Collect from the DHL Parcel Depot
  •     Change delivery day
  •  
  • You will be contacted and may have to pay shipping costs for the package to be sent back out to you. You are liable for any surcharges up to a maximum of £10 that the courier charges us to have it returned to the sender.