Refund policy


RETURNS & REFUNDS

At Bella Hair Collections, every wig is carefully prepared and quality checked before dispatch. Please read our returns policy carefully before placing your order.

READY-TO-SHIP WIGS

UK customers purchasing an eligible Ready-to-Ship wig online have the right to notify us that they wish to cancel their order within 14 calendar days of receiving it.

This 14-day period is not a wear or trial period.

To be eligible for a return, the wig must be returned in the same condition in which it was received and must not have been worn beyond a reasonable try-on or altered in any way.

The wig must:

  • Have uncut and unaltered lace
  • Be unworn other than for a reasonable try-on
  • Be unwashed
  • Be uncoloured and chemically unaltered
  • Have no heat styling or restyling
  • Be free from makeup, glue, adhesive, hair products, perfume, smoke, food or other odours
  • Be returned with its original packaging and accessories

We recommend wearing a clean wig cap when trying on your wig.

Please do not brush, comb, cut, style, wash, colour or otherwise alter the wig if you are considering returning it.

Where handling beyond what is reasonably necessary to inspect the wig has reduced its value, Bella Hair Collections reserves the right to make an appropriate deduction from the refund where permitted by law.

Customers are responsible for the cost of returning a change-of-mind order.

Please contact us before returning any item. Unauthorised returns may delay processing.

STANDARD PRE-ORDER WIGS

A Standard Pre-Order Wig is a Bella Hair Collections style ordered from our standard range of designs and available options.

Where the wig has not been individually personalised or made to your unique specifications, the applicable statutory cancellation and return rights for online purchases remain in place.

The same condition requirements stated above for Ready-to-Ship wigs apply.

The fact that a standard wig is produced or ordered after you place your order does not, by itself, make the wig a bespoke or personalised product.

BESPOKE & PERSONALISED WIG ORDERS

Bespoke and personalised wigs are different from our standard Bella Hair Collections pre-order styles.

A bespoke wig is a wig made or altered specifically to an individual customer's requirements and may include, for example:

  • Bespoke colour requested specifically for you
  • Custom colouring based on personal inspiration photographs or an individually agreed colour brief
  • Individual cap measurements or non-standard construction
  • Specific density, hairline or construction requirements outside our standard options
  • Other alterations or specifications individually agreed with you

Because these wigs are made specifically to the customer's individual specifications or clearly personalised, bespoke/personalised wig orders are not eligible for cancellation, return or refund simply because you change your mind.

Please therefore ensure that all specifications are correct and that you are happy with the agreed colour, length, construction and other requirements before placing your bespoke order.

This does not affect your statutory rights if your wig is faulty, damaged, not as described or otherwise does not conform to your legal rights.

FAULTY, DAMAGED OR INCORRECT ITEMS

Every wig is inspected before dispatch.

If you believe that your item has arrived faulty, damaged, incorrect or materially different from its description, please contact us as soon as possible at bellahaircollections@gmail.com with your order number, details of the issue and clear photographs.

Where possible, we ask that you contact us within 48 hours so that we can investigate promptly.

This request does not limit your statutory consumer rights.

Please do not alter, wash, colour, cut the lace, apply products or otherwise modify a wig where you believe there may be a fault before contacting us.

SALE & PROMOTIONAL ITEMS

Purchasing an item at a reduced price or using a promotional discount code does not remove any statutory consumer rights which apply to that purchase.

RETURN PROCESS

Before returning an eligible item, please email:

bellahaircollections@gmail.com

Please include your name, order number and reason for the return.

Once your return has been authorised, return instructions will be provided.

We strongly recommend using a tracked and insured postal service. Bella Hair Collections cannot be responsible for a return parcel until it has been received by us.

REFUNDS

Eligible refunds will be processed after the returned item has been received and inspected.

Refunds will be made to the original payment method in accordance with applicable consumer law.

Nothing in this Returns & Refunds Policy affects your statutory rights.