Refund policy

Returns & Refund Policy

We want you to be confident when ordering from The Source Hair Co. This policy explains how cancellations, returns and refunds are handled.

Nothing in this policy affects your statutory rights.

1. Consumer Cancellations & Returns

If you purchase from us as a consumer online, you may have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise your right to cancel, contact us at thesourcehairco@gmail.com within the 14-day cancellation period and clearly tell us that you wish to cancel your order.

After notifying us of your cancellation, you should return the goods to us within 14 days.

Please contact us before sending any item back so that we can provide the appropriate return instructions and return address.

Do not send returns to our London correspondence address unless we specifically instruct you to do so.

2. Condition of Returned Hair

Please handle the hair only as much as reasonably necessary to inspect its nature, characteristics and quality.

Hair being returned should, where reasonably possible, remain in its original condition and packaging.

Hair that has been installed, cut, coloured, bleached, chemically treated, washed, heat-styled or otherwise materially altered may have lost value. Where permitted by law, we may make an appropriate deduction from the refund to reflect any reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

Where a product is supplied with a seal specifically for health or hygiene protection, statutory cancellation rights may not apply once that seal has been broken where the applicable legal requirements for that exception are met.

3. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at thesourcehairco@gmail.com, including your order number and photographs or other relevant information where appropriate.

We will review the issue and provide instructions for the next steps.

Your statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods are not affected by this policy.

4. Return Shipping

For a change-of-mind return under your statutory cancellation rights, you will normally be responsible for the direct cost of returning the goods unless we tell you otherwise or applicable law requires us to bear that cost.

We strongly recommend using a tracked and appropriately insured service, particularly because human hair products can be high-value items.

If goods are faulty, damaged, incorrect or not as described, we will handle reasonable return costs in accordance with your applicable statutory rights.

Please obtain return instructions from us before arranging shipment.

5. Refunds

Once a valid consumer cancellation has been made, we will reimburse payments due to you in accordance with applicable law.

Where required, this includes the cost of our least expensive standard delivery option. If you selected a more expensive delivery method, any additional delivery cost above our standard option does not have to be refunded.

We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed, and within the time required by applicable law.

6. Exchanges

If you would prefer to exchange eligible, unaltered hair for another available length or texture, contact us at thesourcehairco@gmail.com before returning anything.

Exchanges are subject to availability. Any difference in product price and applicable delivery costs will be confirmed before the exchange is completed.

Your statutory rights remain unaffected.

7. Trade & Business Purchases

Orders placed genuinely in the course of a trade, business or profession, including approved The Source Trade accounts, may be subject to different contractual return and cancellation terms from consumer purchases.

Consumer cancellation rights described above apply to customers purchasing as consumers and should not be interpreted as applying automatically to genuine business-to-business transactions.

Nothing in this section excludes any rights or remedies that cannot lawfully be excluded.

Business customers should contact thesourcehairco@gmail.com with their order number before returning any goods.

8. Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at thesourcehairco@gmail.com.

If the order has already entered fulfilment or been dispatched, we will advise you of the appropriate next steps and any applicable rights.

9. Contact

The Source Hair Co.
Email: thesourcehairco@gmail.com
Correspondence address:
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom

Please note that the above address is our business correspondence address and is not our returns address. Contact us before sending a return so that we can provide the correct return instructions.