Refund policy

Real Hair London pride in high levels of customer satisfaction. We maintain a very high level of quality control whilst ensuring that our customers receive nothing short of the finest quality of human hair extensions and lace systems. All of our hair products are derived directly from its countries of origin and are prepared by the most skilled craftsmen in the industry.

As part of our quality assurance measures, every order is thoroughly inspected before shipping in order to maintain the premium standard requirements of our customers.

Due to the nature of our products, all sales are final. Refunds are not allowed, however exchanges may be accepted subject to the terms and conditions below:

We will agree to exchange any purchased product for another product of an equal value or offer store credit if the product is reported to us within 72 hours of the recorded receipt of the item and no later
We will not accept any returns or exchanges of any products where the seal holding the hair together has been untied or cut off due to sanitation requirements
We will not accept any returns or exchanges of any products where the seal has been broken, damaged or tampered with due sanitation requirements.
All shipping and handling costs will be at the customer's expense, therefore we suggest sending through a courier that provides tracking information and delivery confirmation as we are not responsible for missing or lost packages.
We must receive the merchandise before an exchange can be made.
In the specific case of customized lace wigs, handmade wigs, lace frontals and lace closures, hair wefted bundles, they will not be accepted for returns or exchanged once the order has been placed
We at Real Hair London Ltd agree to cancellation to Mystery Box at anytime during the month. A refund will not be given if payment has already been taken for that month and you will have until the ending of that month to stay entered into Mystery Box. If a cancellation has been made to Mystery Box then no payment will be taken the following month after cancellation. Subscriptions can be cancelled from your phone or directly from your banking app or you can email info@realhairlondon.com with the title “cancel my subscription” to initiate a cancellation to Mystery Box.

In a case where any of the conditions above are not met, we reserve the right to refuse an exchange.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging with the seals intact. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@realhairlondon.com. If your return is accepted we will send you instructions on where to send your package to. All shipping and handling costs will be at the customer's expense therefore we suggest sending items through a courier that provides tracking information and delivery confirmation as we are not responsible for missing or lost packages. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at

[Re: Returns] info@realhairlondon.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom made products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund or return was approved or not. If approved for a refund, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund back to you.