Refund Policy

We maintain strict quality control standards to ensure every customer receives their order. Due to the nature of our products, we operate a carefully structured returns policy in line with UK consumer legislation.

Please read this policy carefully before making a purchase.

Your Rights Under UK Consumer Law

This policy operates in accordance with:

Under UK law, customers are entitled to:

  • Receive goods that are as described, of satisfactory quality, and fit for purpose.
  • Request a repair, replacement, or refund if goods are faulty or not as described.

Nothing in this policy removes or limits your statutory rights.

Change of Mind Returns

Due to the nature of hair extensions as a hygiene-sensitive product, returns are subject to strict eligibility requirements.

However, in limited circumstances, a return request may be considered at our discretion and only with prior written approval.

Unauthorised returns will not be accepted or processed.

Return Eligibility Requirements

If a return is approved, the item must meet ALL of the following conditions:

  • Hair must be completely unworn
  • Hair must not be washed, brushed, combed, dyed, bleached, installed, cut, or altered in any way
  • Original packaging must be fully intact
  • Security tags must remain attached and unbroken
  • The product must be returned in its original condition as received

We reserve the right to refuse a refund if the product shows any signs of use, tampering, or alteration.

Due to hygiene and contamination risks, any product returned that does not meet these conditions will not be refunded.

Faulty or Incorrect Items

If you believe you have received:

  • A faulty product
  • An incorrect item
  • An item not as described

You must contact us within 48 hours of delivery with:

  • Your order number
  • Clear photographs and/or video evidence
  • A detailed explanation of the issue

We may require the item to be returned for inspection before issuing a resolution.

If the product is confirmed to be faulty under the Consumer Rights Act 2015, you may be entitled to a repair, replacement, or refund.

Return Procedure

If your return request is approved:

  1. You will receive written confirmation and return instructions.
  2. The item must be shipped back within the timeframe provided.
  3. The return must be sent using a tracked and signed-for delivery service.
  4. You must provide us with the tracking number as proof of postage.

We are not responsible for returned parcels that are lost or damaged in transit.

Return shipping costs are the responsibility of the customer unless the item is confirmed faulty.

Refund Processing

Once the returned item has been received and inspected:

  • Approved refunds will be processed to the original payment method.
  • Please allow 5–10 business days for funds to reflect, depending on your bank.

Shipping fees are non-refundable unless the return is due to a confirmed fault.

Non-Returnable Items

For hygiene and product integrity reasons, we do not accept returns on:

  • Worn or installed hair
  • Custom orders
  • Altered, dyed, bleached, or cut hair

 

If you have any questions regarding our Refund & Returns Policy, or if you wish to request a return approval, please contact our support team for further assistance.

All return enquiries must be submitted in writing prior to sending any items back.

You may contact us at:

thesoftgirlcollection@gmail.com

Please include your order number and full details of your enquiry so we can assist you promptly and efficiently.

We aim to respond to all enquiries within 1–2 business days (Monday–Friday).