Exchange Policy

Exchanges policy on sale items 

At Luxe By She, we take great pride in the quality of our products and want every customer to be delighted with their purchase.

If you require assistance with your order, our Customer Care Team is always happy to help.

 

Exchange Policy

We operate an exchange-only policy for unwanted items, provided the eligibility requirements below are met.

Refunds are only offered where required by law, including where goods are found to be faulty.

If you have simply changed your mind or require a different shade, length or method, we are happy to offer an exchange (or store credit where appropriate) rather than a refund.

 

Sale Items | Outlet Store Items

Sale, discontinued, clearance, bespoke and custom-made products are non-refundable and non-exchangeable unless faulty.

 

Inspecting Your Order

Please inspect your order immediately upon delivery before removing any packaging or hygiene seals.

Any concerns regarding your order, including alleged faults, incorrect items, damage, shade or manufacturing concerns, must be reported to us within 7 days of delivery.

If no issue is reported within this period, the goods will be deemed to have been accepted.

 

Exchange Eligibility

To qualify for an exchange, all of the following conditions must be met:

  • You must notify us within 7 days of receiving your order.
  • Your return must reach us within 14 days of delivery.
  • Extensions must be unused.
  • Extensions must remain attached to their original backing card where supplied.
  • All hygiene seals, security stickers, tags and original packaging must remain completely intact.
  • Products must not have been opened, worn, fitted, brushed, washed, coloured, toned or altered in any way.

Items that fail to meet these conditions will not be eligible for exchange.

 

Hygiene Policy

Human hair extensions are classified as hygiene-sensitive products.

For the safety of all customers, we cannot accept returns once the hygiene seal has been broken, unless the item is confirmed to be faulty.

Please ensure you carefully inspect:

  • shade
  • length
  • method
  • texture

before removing any hygiene seals or packaging.

Once hygiene seals have been removed, the products are considered accepted.

 

Bespoke & Custom-Made Products

Our bespoke collection is individually made to order specifically for each customer.

This includes products such as:

  • Bespoke Curly Hair
  • Tape Wefts
  • Clip-In Hair
  • Any other custom-made products

Because these products are manufactured specifically for your order and cannot be resold, they are non-refundable and non-exchangeable unless found to be faulty.

Production begins shortly after an order is placed and therefore bespoke orders cannot be cancelled once production has commenced.


Faulty Products

If you believe your item is faulty, please contact our Customer Care Team within 7 days of delivery with clear photographs and a description of the issue.

Where further assessment is required, we may ask you to complete our product assessment questionnaire and return the extensions for inspection.

Please note:

  • Hair must be returned before any replacement or refund can be considered.
  • Testing may take up to 30 working days.
  • No replacement or refund will be issued until testing has been completed.

Where a genuine manufacturing fault is confirmed, we will provide an appropriate remedy in accordance with your statutory rights.


What Is Not Considered A Fault

Human hair is a natural product.

The following are not considered manufacturing faults:

  • Incorrect aftercare
  • Heat damage
  • Chlorine damage
  • Seawater damage
  • Protein overload
  • Purple shampoo staining
  • Colouring or bleaching
  • Toning
  • Incorrect fitting
  • Poor maintenance
  • Excessive heat styling
  • Damage caused during removal
  • Damage caused by third-party stylists


Returns Postage

Customers are responsible for arranging and paying for return postage.

We strongly recommend using a fully tracked postal service.

Returned items remain your responsibility until safely delivered to Luxe By She.

We cannot accept responsibility for parcels lost or damaged during transit.


Processing Your Return

Once your return arrives, our Returns Team will inspect the product to ensure it meets our returns criteria.

Returns are usually processed within 2–3 working days, although during busy periods this may take up to 10 working days.


Appointments

We strongly recommend not booking any fitting appointments until:

  • your order has arrived
  • you have checked the shade
  • you have checked the length
  • you have checked the method
  • you are completely happy with your purchase

Luxe By She cannot accept liability for missed appointments, fitting costs, removal costs, reapplication costs or any associated losses.


Professional Application

Our professional extension methods should only be fitted by a qualified hair extension specialist.

Luxe By She cannot accept responsibility for damage caused by incorrect application or removal.

Trade customers are responsible for ensuring their own clients receive the correct consultation and aftercare advice.


Aftercare

To maintain your warranty and achieve the best lifespan from your extensions, we strongly recommend using the Luxe By She Aftercare Collection.

We cannot guarantee the performance of our hair where alternative aftercare products have been used.

Products containing excessive protein, harsh sulphates or alcohol may affect the condition of the hair.


Holiday Advice

We do not recommend exposing extensions to excessive chlorine or seawater without appropriate protection.

Swimming pools, hot climates and prolonged sun exposure can dry natural human hair and may alter the colour over time.