Your right to cancel
If you buy online as a consumer in the UK, you generally have 14 days from delivery to tell us you wish to cancel, and a further 14 days to return the goods, under the Consumer Contracts Regulations 2013.
For hygiene reasons, hair must be returned unused, unwashed, unaltered, with lace uncut and original tags and packaging intact.
Bespoke and made-to-order items
Items made to your specifications or clearly personalised — such as ready-made units constructed to order or custom lace sizes — may be exempt from the change-of-mind cancellation right. We will tell you before you order if an item is bespoke.
Faulty or not as described
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If an item is faulty, not as described or not fit for purpose, you are entitled to a repair, replacement or refund as the law provides.
We ask that you tell us about any issue within 48 hours of delivery so we can resolve it quickly. This is a request to help us investigate — it is not a cut-off, and your statutory rights continue to apply after 48 hours.
How to return
- Signed-in customers can request a return from Your orders.
- Otherwise email customerservice@strandology.com with your order number.
- We will confirm the return address. [Owner to add returns address.]
Refunds
Approved refunds are made to the original payment method within 14 days of receiving the goods (or evidence of return). For change-of-mind returns, return postage is at your cost unless the item is faulty.
Exchanges
We are happy to exchange unused items for a different length or texture, subject to availability and any price difference.