Refund policy
Refund & Exchange Policy
At The Luxestrandz, customer satisfaction is extremely important to us. Due to the personal nature of our products and hygiene considerations, we kindly ask all customers to carefully review our policy before making a purchase
Returns & Exchanges
Due to the personal nature of wigs and hair products, customers are advised to carefully inspect their order before wearing, installing, cutting the lace, washing, colouring, bleaching, brushing extensively, styling or otherwise altering the item.
For hygiene and product-integrity reasons, change-of-mind returns may not be accepted once a product has been worn, installed, washed, coloured, bleached or materially altered where applicable law permits us to refuse the return.
This policy does not affect your statutory rights where an item is faulty, not as described or otherwise does not conform to the contract.
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Faulty Items or Order Errors
If you believe your order is faulty, damaged, incorrect or not as described, please contact us as soon as possible after delivery.
Due to the nature and value of our products, customers must report any visible issue, damage, incorrect item or order discrepancy within 3 calendar days of delivery.
The notification period begins from the date your tracking information confirms that the parcel has been delivered.
Example:
If your parcel was delivered on 01/02/2026, you should notify us of any visible issue no later than 03/02/2026.
Where possible, please do not install, cut the lace, wash, colour, bleach, excessively brush, restyle or otherwise alter the unit before contacting us if you believe there is an issue.
When contacting us, please provide:
- Your order number
- Clear photographs and/or videos
- A detailed explanation of the issue
- Photographs of the packaging where relevant
We may request that the item is returned for inspection before determining the appropriate resolution.
Where an item is confirmed to be faulty, incorrect or not as described, we will provide the appropriate remedy in accordance with applicable UK consumer law. Depending on the circumstances, this may include a repair, replacement, price reduction or refund.
Please note that issues caused by handling, installation, styling, maintenance, inappropriate use or alterations after delivery may not be considered faults.
Natural characteristics of raw human hair, including minor shedding, tangling, variations in texture, density or curl pattern, are not necessarily considered manufacturing faults.
If you request customisations such as lace cutting, colouring, layering or styling based on your personal preference rather than the advertised style, the final result may differ from product photographs or examples shown on our website or social media.
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Packaging & Styling Disclaimer
All units are professionally styled and packaged before dispatch. Due to packaging and transit, hair may naturally flatten, shift or lose parts of its original styling during delivery.
Layered or styled units may require light restyling upon arrival, including brushing, curling or straightening, to achieve the desired look.
This is normal and is not necessarily considered a fault.
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Delivery & Return Shipping
Processing time is separate from delivery time.
Once your order has been dispatched, tracking information will be provided where available.
Where a return is approved or required by law, we will provide the appropriate return instructions.
We recommend using a tracked courier service that provides delivery confirmation when returning any approved items. Please retain your proof of postage until your return has been confirmed.
Where the customer is responsible for return shipping under applicable law, The Luxestrandz is not responsible for parcels lost or damaged while being returned to us.
Where an item is confirmed to be faulty, incorrect or not as described, return arrangements and costs will be handled in accordance with applicable consumer law.
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Refunds
Where a refund is approved, it will normally be issued to the original payment method.
Refunds will be processed within the timeframe required by applicable law.
Where applicable law permits a deduction because an item has been handled beyond what is reasonably necessary to inspect it, an appropriate deduction may be made.
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Contact Us
For all order enquiries, returns or support, please contact us:
Email: Theluxestrandz@gmail.com
WhatsApp: +44 7432 489 805
You can also review official UK consumer rights and refund guidance via GOV.UK.