Our Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 01/12/2020.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

Before attempting to return an order you will need to contact our customer service team to request a returns authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.

Your statutory rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

Are there any charges for return?

  • There are no charges for return
  • You are responsible for the charges of the return shipping

Right to Cancel

You have the right to cancel your order without giving reason.

Returns

Due to the hygienic nature of the items we retail, Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.

For Hairs, clip-ins, ponytails and extensions

We take pride in vetting all hairs listed by stockist vendors on our website. As part of our quality assurance measures, every order is also thoroughly inspected before shipping in order to maintain the premium standard requirements of our customers.
Due to the nature of hair products, all sales are final. However, exchanges are accepted subject to the terms and conditions below:
-In the rare event the error is made by us we would apologise, cover all postal expenses and offer a satisfactory resolution. 
– We will agree to exchange any purchased product for another product of an equal value or offer store credit if the concern is brought to our notice within 24 hours of recorded delivery.
– We will not accept any returns or exchanges of any products where the seal holding the hair together has been tampered with, lace trimmed, product applied, hair washed, change in smell or tags cut off . This is due to sanitation requirements.
– All shipping and associated costs will be at the customer’s expense therefore we recommend sending through a courier that provides tracking information and delivery confirmation as we cannot be held liable for lost packages.
– All products must be received by us and certified in unused and good condition before an exchange can be made.
– All packaging items and free gifts accompanied with the product must be returned alongside hair.
In a case where any of the conditions above are not met, we reserve the right to refuse an exchange.


Once your return is received and inspected, we will send you an email within 24hours to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return or exchange. We have to ensure that the hair has not been altered to be eligible for an exchange.If product is approved, your exchange will be processed the next working day.


Please kindly note: Any item returned more than 2 days after recorded delivery will not be exchanged and will be returned at a restocking fee of 10%.

Effects of Cancellation

If you cancel an order, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than:

(a)14 days after the day we receive back from you any goods supplied; or

(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or

(c)if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.

What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible. 

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us through your account using the website live chat or email message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

How do I report a fault with my product?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. 

In order to do this we ask that you contact us through your account using the email on orders@naijanaturals.co.uk Please provide details of the fault and where possible attach pictures to your message.

How do I arrange a return?

Please contact our Customer Service team to arrange your return.

We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.

Please package the item securely and ensure our returns form is included inside.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

-If we sent you the wrong item

-If the item is damaged or faulty

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via your account  or by mail to complaints@naijanaturals.co.uk