At Icon Hair, we pride ourselves on supplying premium human hair products. Due to the nature of our products, hygiene standards, and bespoke manufacturing, our returns policy is outlined clearly below in accordance with UK consumer regulations.
Your Right to Cancel (Consumer Contracts Regulations 2013)
If you purchase online, you have the right to cancel your order within 14 days of receiving your goods for a full refund.
You then have a further 14 days to return the goods to us.
To exercise your right to cancel, you must notify us in writing by email at info@iconhair.co.uk before returning the item.
Important Hygiene & Product Conditions
For hygiene and health protection reasons, hair extensions, wigs, closures and other human hair products are non-returnable once opened, worn, altered, or if the hygiene seal has been removed or broken.
To be eligible for a return:
- The product must be unused
- The product must not have been worn, brushed, washed, cut, coloured, installed or altered in any way
- The hygiene seal and packaging must remain fully intact
- The item must be in original resalable condition
We reserve the right to refuse a refund if the item does not meet these conditions.
Bespoke & Custom Orders
Any custom-made, bespoke, coloured, textured, or specially sourced items are exempt from cancellation rights under UK regulations and are non-refundable, unless faulty.
Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us within 48 hours of delivery at info@iconhair.co.uk with:
- Your order number
- Clear photographs of the issue
- A description of the fault
We will assess the issue and advise on the next steps.
Returns Authorisation Required
You must email info@iconhair.co.uk to request a Returns Authorisation Number (RMA) before sending any item back.
Returns sent without prior authorisation will not be accepted.
Return Shipping
Unless the item is faulty, customers are responsible for return postage costs. We recommend using a tracked and insured service, as we cannot be responsible for items lost in transit.
Refunds
Once your return is received and inspected, refunds will be processed to your original payment method within 5–10 working days.
Original delivery charges are non-refundable unless the item is faulty.
If you have any questions regarding your return, please contact us at info@iconhair.co.uk before sending your item.
