Refund Policy

At Tones & Strands, we take great pride in the quality of every product we offer. This policy outlines your rights and our procedures for returns, refunds, and exchanges. By placing an order with us, you agree to the terms outlined below:

Your Legal Rights

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of receiving your goods.

However, please note that this right does not apply to goods that have been sealed for hygiene or health protection purposes where the seal has been broken or the product has been used after delivery.

Your rights are also protected under the Consumer Rights Act 2015. If your item is faulty, not as described or not fit for purpose, you are entitled to a repair, replacement or refund.

Hygiene Policy

Due to the intimate and hygienic nature of hair products, we are unable to accept returns or offer refunds on any items that have been:

  • Worn or used in any way
  • Cut, altered or restyled
  • Tampered with in any manner
  • Customised "Your Shade, Your Way orders"

This applies to all hair extensions and lace systems sold by Tones & Strands. This policy is in place to protect the health and safety of all our customers and is consistent with UK consumer hygiene exemption laws.

Eligible Returns

A return may be considered under the following circumstances:

  • The item is in its completely original, unused and unaltered condition
  • The product has not been worn, cut or tampered with in any way
  • The item is returned in its original packaging, intact and undamaged
  • A return request is submitted within 14 days of the delivery date
  • Proof of purchase is provided

Returned items will be thoroughly inspected upon receipt before any refund or exchange is approved.

How to Request a Return

To request a return, please contact us before sending any items back by:

  • Emailing us at: tonesandstrands@gmail.com
  • Or messaging us via Instagram: @tonesandstrands

Please include your order number, the reason for your return request and photos of the item in its original condition. We aim to respond within 2 business days.

Please do not send items back without prior authorisation — unauthorised returns will not be accepted.

Return Shipping

  • Customers are responsible for return shipping costs for change-of-mind returns
  • We recommend using a tracked service, as we are not responsible for lost returns

If your item is faulty or incorrect, we will cover return costs.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 10 business days. Please note that original shipping costs are non-refundable.

If your refund has not appeared after 10 business days, please check with your bank before contacting us as processing times can vary.

Faulty or Incorrect Items

All extensions are quality checked before shipping to our customers. However, if you believe you have received an item that is faulty or incorrect, please contact us within 30 days of delivery with your order number and photographic evidence.

In this instance, we will offer a replacement, exchange or full refund in accordance with your rights under the UK Consumer Rights Act 2015

Non-Returnable Items

The following items cannot be returned for a refund unless they are faulty:

  • Items that have been worn or used beyond reasonable inspection
  • Items that have been cut, dyed, styled or altered
  • Items returned outside of the 14-day cancellation period
  • Customised "Your Shade, Your Way orders'

 

This policy is written in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Tones & Strands reserves the right to update this policy at any time.