Refund policy

Returns, Refunds & Cancellations Policy

Last updated: July 2026

At Regnant Hair Concierge, every order is carefully sourced, quality inspected and prepared with intention. As many of our products are supplied on a pre-order basis and are classified as hygiene-sensitive items, we kindly ask that you read this policy carefully before placing your order.

By completing a purchase, you confirm that you have read and agreed to the terms below.

Order Cancellations

We understand that circumstances may change.

Orders may be cancelled within 12 hours of purchase, provided that fulfilment has not begun and the order has not been submitted to our supplier.

Once an order has entered processing, sourcing, quality control or preparation for dispatch, it can no longer be cancelled.

Pre-order products are secured specifically for each customer. Once supplier allocation or production has been confirmed, cancellations cannot be accepted.

Where a cancellation is approved, refunds will be processed to the original payment method. Processing times vary depending on your payment provider.

Pre-Order Products

Most Regnant Hair Concierge products are supplied through scheduled pre-order allocations.

By placing a pre-order you acknowledge that:

  • Processing typically takes 7–10 working days before dispatch unless otherwise stated.

  • The delivery option selected at checkout applies after the processing period.

  • Production and supplier schedules may occasionally require additional time.

  • If a significant delay occurs, we will contact you using the contact details provided at checkout.

Returns

Due to the nature of luxury human hair products and for hygiene reasons, we cannot accept returns of products that have been:

  • Opened

  • Unwrapped

  • Untied

  • Worn

  • Installed

  • Brushed

  • Combed

  • Washed

  • Coloured

  • Bleached

  • Cut

  • Chemically treated

  • Altered in any way

The security ties, bundle bindings, protective packaging and hygiene seals (where applicable) must remain completely intact.

Returns that arrive with damaged or missing hygiene packaging may be refused.

Eligible Returns

We may accept a return where:

  • the item is unused;

  • remains in its original condition;

  • all packaging, tags, ties and protective materials remain intact;

  • the return request is submitted within 14 days of delivery; and

  • the item is returned within 14 days of the return being approved.

Returned items are inspected upon arrival before any refund is authorised.

Approval of a return request does not automatically guarantee that a refund will be issued. The returned item must pass inspection.

Items That Cannot Be Returned

The following are non-returnable unless faulty or not as described:

  • Pre-order products once processing has begun

  • Custom orders

  • Bespoke products

  • Coloured products

  • Cut-to-order products

  • Clearance items

  • Sale items marked as Final Sale

  • Gift cards

  • Digital products

  • Downloadable guides

  • E-books

  • Consultation fees

  • Hair care products where hygiene seals have been broken

Faulty or Incorrect Items

If you believe your order is faulty, damaged during transit or you have received the incorrect item, please contact us within 48 hours of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the outer packaging

  • Clear photographs of the product

  • A short video where appropriate

Please do not use, install or alter the product before contacting us, as this may affect our ability to assess the issue.

Where a genuine manufacturing fault or fulfilment error is confirmed, we will provide an appropriate remedy in accordance with your statutory rights.

Refunds

Refunds are issued only after returned products have been received and successfully inspected.

Where approved, refunds will be made to the original payment method.

Original shipping charges are non-refundable unless required by law.

Any customs charges, duties, carrier fees or return shipping costs incurred due to refused deliveries or customer error may be deducted where legally permitted.

Return Shipping

Customers are responsible for arranging and paying for return shipping unless the return relates to:

  • an incorrect item sent by us;

  • a confirmed manufacturing fault; or

  • another situation where we are legally required to cover return costs.

We strongly recommend using a tracked and insured delivery service.

Regnant Hair Concierge is not responsible for returned parcels lost or damaged during transit.

Refused Deliveries

If a parcel is refused, unclaimed or returned because customs charges were not paid, an incorrect address was provided or delivery attempts were unsuccessful, any refund issued may be reduced by:

  • the original shipping cost;

  • return shipping charges;

  • customs duties;

  • carrier administration fees; and

  • any other reasonable costs incurred where permitted by law.

Chargebacks

If you experience an issue with your order, we encourage you to contact us before initiating a payment dispute.

Where a chargeback is opened, we reserve the right to provide the payment provider with evidence including:

  • order confirmations;

  • checkout acknowledgements;

  • tracking information;

  • proof of delivery;

  • customer correspondence; and

  • photographs or fulfilment records.

Fraudulent chargebacks may result in future orders being declined.

Digital Products

All digital products, guides, templates, downloadable resources and e-books are non-refundable once access has been granted or the product has been downloaded, except where required by law.

Your Statutory Rights

Nothing in this policy limits or excludes any rights you have under applicable consumer protection law.

Contact Us

If you need assistance with your order, please contact our Client Care team using the contact details provided on our website, quoting your order number where possible.