Shipping is free when you spend £50 or more. Free gift with every order!

Delivery & Returns

REFUNDS & RETURNS 

Our Returns Policy 

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. 

Before attempting to return an order you will need to contact  hairgradeuk@gmail.com

 

Please note, we will only accept returns if the product is damaged 

What should I do if I receive an incorrect item? 

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience. 

We will review each case individually when considering the return of the product; in some cases, we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible. 

 

What should I do if my item is damaged? 

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item. 

 

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may result in a delay of the parcel being returned. 

 

You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query. 

Will you refund my postage costs to return an item? 

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance: 

-If we sent you the wrong item 

-If the item is damaged  

-Where you are returning a substitute item which you do not want to keep 

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods. 

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.