Returns Policy
Returns & Refunds Policy
- Schwan Hair offers a 14 day returns policy under the following acceptance criteria:
- Any returned items must be in original packaging and resellable condition i.e. not worn, washed or altered in any way.
- If the hair tags have been taken off we are unable to process your exchange and your order will be shipped back to you at your cost.
- Please always get in touch with us first before returning items back to us.
- Due to hygiene reasons eyelashes, wigs, lace systems, custom made units and clip-ins cannot be returned and are excluded from our returns policy.
- Please note only regular priced items may be returned for an exchange. Unfortunately, sale or discounted items cannot be returned and are excluded from our Refunds & Returns policy.
- Your parcel remains your responsibility until it arrives back with us. If you are shipping orders over $75/£50, please consider using a trackable service and/or purchasing a shipping insurance.
- Always keep your proof of postage and tracking number in case you need to contact us about your return.
- Any returns that arrive with us past the 14 day window can not be processed.
Processing Returns
We aim to process your returns ASAP, however especially during busy holidays it may take up to 14 days UK and international. If you have emailed us please allow up to 48 hours for a customer care advisor to get back to your email with adequate support. We are not held responsible for any carrier delays or faults, nor are we held accountable for packages that are lost or not delivered due to an insufficient or incorrect address. Please always use a trackable and insured service for your protection.
Exchanges & Replacements
We offer a 14 day returns policy and are happy to process any returns considering the above acceptance criteria within 14 days of receiving your item. Once your returned items are processed, your refund will be processed within 5 working days, or exchange sent out according to the service selected at checkout. We will bill you for any price difference should the value of product including shipping service exceed the original order amount. If the value of an exchange fall below your original order, we will refund you the difference back to your original method of payment.
Refunds
Approved refunds are automatically processed back to your original payment method and should appear in your account within 5-10 working days. Refunds in general, due to the nature of hair extensions and hygiene regulations, are assessed individually and if satisfactory are processed at our discretion. Please see returns policy above.
If at any point item(s) are sold out at purchase, a refund will be automatically issued instead. Please allow your refund to be processed back to your credit card or original method of payment within 5-10 working days.
Please note we reserve the right to cancel and refund your order, should we suspect suspicious buying activity or unacceptable customer behaviour.
Faulty Items
Faulty items are considered goods, which have arrived damaged or non-functional before the wear and use by a customer. Examples are broken security seals, damaged hair cuticles, tear in weft and lace fabric, poor stitching, oversteamed hair, excessive shedding at arrival of goods and unhygienic or insanitary hair conditions. Please email our customer care team to arrange a replacement within 24 hours of receipt and return affected items within 14 days for inspection. Please note we may ask you to provide more information and pictures to substantiate your claim. Any items sent past the 14 days deadline will not be processed.
We will not be able to process a return or exchange once you have chemically treated or otherwise altered the original state of your hair extensions and/or removed any security tags and labels.
Hair Maintenance:
Hair maintenance is your responsibility. If you have damaged*, cut or bleached your hair extensions and are not satisfied with the outcome as a result, or your hair is experiencing any issues after applying chemicals, please note that we are not held responsible for your actions and are not able to offer an exchange or a refund. Please read more about the *definition of damage and its applicable criteria here -> CLICK
Fair use
We pride ourselves of providing exceptional customer service and luxury hair extensions in its purest form. Schwan Hair is proud of our quality products and want you to be happy with purchasing new and breathtaking hair. Therefore, under no circumstances do we allow returns past the above deadline and any returns of already worn, washed or altered hair. Schwan Hair works with a number of anti fraud services and have air tight security procedures to ensure our customers safety. We aim to provide you with the safest and best buying experience. If we notice an unusual pattern of returns or buying activity e.g. we suspect someone is actually wearing their purchases and then returning them, returning fake hair or returning damaged hair, then we might have to deactivate the account and any associated accounts and take appropriate action. We reserve the right to cancel any order where suspicious activity is suspected, or customer exhibits bullying or harassing behaviour toward our company or any of our staff.