Refund policy

At Acy Hair, we pride ourselves on providing premium-quality human hair products and exceptional customer service. Every order is carefully inspected before dispatch to ensure it meets our quality standards.

Due to the personal and hygienic nature of hair extensions, we have specific guidelines surrounding returns, refunds and quality claims. Please read this policy before placing your order.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Returns & Change of Mind

For online purchases, customers generally have 14 days from receiving their order to notify us of their intention to cancel.

However, certain sealed goods that are unsuitable for return for health protection or hygiene reasons may be exempt from cancellation rights once their seal has been broken after delivery.

Where the hygiene exemption does not apply, products must be returned within the applicable statutory timeframe. Customers may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the goods.

We do not accept discretionary returns or exchanges on products that have been worn, installed, used or altered where they are no longer in their original condition.

2. Faulty Products & Quality Claims

We stand behind the quality of our products. If you believe your order is faulty, damaged or not as described, please contact us at acyhair.info@gmail.com.

Please include your order number, a description of the issue and clear photographs or videos.

We recommend inspecting your hair immediately upon receipt, before washing, installing, cutting, colouring or chemically processing it.

Important: Altered Products

Once hair has been washed, installed, cut, coloured, bleached, chemically processed or otherwise altered, it can become difficult to establish whether a reported issue existed before delivery or resulted from subsequent handling.

For this reason, Acy Hair reserves the right to request the physical product for inspection and investigate the circumstances surrounding any quality claim.

Alterations do not automatically invalidate your statutory rights. However, a refund or replacement will not be issued solely on the basis of an unverified claim. Each case will be assessed individually, taking into account the available evidence and applicable consumer legislation.

Where a reported issue is attributable to customer misuse, improper maintenance, chemical processing or damage caused after delivery, Acy Hair will not be responsible for the resulting damage.

3. Order Cancellations & Amendments

Please double-check your texture, length, quantity and delivery details before completing your purchase.

If you need to amend or cancel an order, contact us as soon as possible. We will do our best to accommodate requests before processing or dispatch.

Custom-made and personalised orders may be exempt from statutory cancellation rights where the relevant legal conditions apply. This does not affect your rights if a product is faulty.

4. Shipping & Delivery

Please ensure your delivery details are correct before placing your order.

If your parcel arrives damaged, appears lost or has not arrived within the expected timeframe, please contact us so we can investigate with the delivery provider.

Acy Hair remains responsible for your order until it is delivered to you or your nominated recipient, in accordance with applicable law.

Additional delivery charges may apply where parcels are returned due to incorrect addresses or failed collection, where lawful.

5. Custom Wigs & Bespoke Orders

Custom wigs and personalised hair orders require additional preparation and are made according to individual customer specifications.

Where an order qualifies as a genuinely personalised or bespoke product under UK consumer law, statutory change-of-mind cancellation rights may not apply.

Please check all specifications carefully before confirming your order.

This does not affect your statutory rights where a product is faulty or does not meet the agreed specifications.

6. Contact Us

For all order enquiries, returns or quality concerns, please contact:

Email: acyhair.info@gmail.com

We reserve the right to investigate suspected fraudulent activity and take appropriate action where necessary.

At Acy Hair, we are committed to treating every customer fairly while protecting the quality, integrity and sustainability of our small business.

Thank you for choosing Acy Hair.

Your texture. Mirrored.