Refund policy

Refund & Returns Policy

We want you to absolutely love your hair. If for any reason you are not completely satisfied with your purchase, please read the information below carefully.

Hygiene & Returns

Due to the nature of human hair products and strict hygiene standards, we can only accept returns on items that are:

  • Unused

  • Unopened

  • In their original packaging

  • With the gold hygiene ties fully intact

Hair extensions must not be removed from their gold hygiene ties under any circumstances if you wish to return them.

Hair can be colour matched easily without removing the hygiene ties. The shade is fully visible through the packaging.

For hygiene reasons, we cannot accept returns if the hair has been 

  • Removed from the gold hygiene ties

  • Worn or installed

  • Brushed, washed or styled

  • Cut, coloured or chemically treated

  • Altered in any way

Any returned item that does not meet these conditions will be refused and returned to the customer at their expense.

Colour Matching

We understand that choosing the correct shade is important.

Hair can be colour matched without removing the gold hygiene ties. Please do not remove them to check the colour.

If you are unsure about your shade, we offer a free expert colour match service.
Simply click the colour match banner at the top of our homepage and follow the instructions.

We strongly recommend using this service if you are in any doubt before purchasing.

Returns will not be accepted for colour dissatisfaction where hygiene ties have been removed.

Return Timeframe

You must contact us within 14 days of receiving your order to request a return.

Once approved, items must be returned within 14 days.

How To Request A Return

Please email us at:

rapunzelshairuk@gmail.com

Include:

  • Your order number

  • Reason for return

  • Clear photos of the item (including hygiene ties intact)

We will provide return instructions once approved.

Refunds

Once your return is received and inspected, we will notify you of approval.

If approved:

  • Refunds will be processed to the original payment method

  • Please allow 3–5 working days for funds to appear

Original shipping costs are non-refundable.

Customers are responsible for return postage costs unless the item is faulty.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 48 hours of delivery with clear photos.

We will resolve the issue promptly.

International Orders

Customers are responsible for any customs duties, taxes or import charges.

These charges are non-refundable.