FREE SHIPPING ON ALL ORDERS OVER £25.00

Returns Policy

Return or exchange an item - our 100% money back guarantee

If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 14 days of receipt. If 14 days have gone by since your purchase we cannot offer you a refund or exchange.

Returned items must be unused and returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.

Please note:

1. Goods will only be accepted for return if they are dispatched within 14 days of the original delivery, unless we have notified you otherwise.

2. The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

3. The cost of returning the item to us is your responsibility.

4. Delivery charges are only refundable where goods are faulty and a refund is made.

5. Refunds for products purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.

* Items will not be refunded or exchanged if:

  • The item has already been used
  • If the item is not in the right box or package as supplied by the manufacturer.
  • If the item is damaged, scratched, dirty or spoiled.


Electrical Goods Returns

When returning any electrical goods the product must be unopened, unused and in it's original packaging if a full refund is required. We may only offer a 50% refund if the item is used, damaged or the packaging is damaged. 

We can only accept electrical goods returns once opened, used and without the original packaging if the product is faulty.

We are unable to take responsibility for burns or injury caused by any of our hot electrical goods as we provide heat resistant mats & gloves to prevent this but burns are most likely a user error. There are tutorial videos on the internet to help show how to correctly use the styling tools.  

Shampoo, Conditioner, Treatment & Styling Product Returns

All shampoos, conditioners, treatments & styling products must be unopened & unused if a full refund is required. Please make sure you have tested the product you want to purchase to avoid disappointment. Not all products are suitable for every individual & we are unable to offer a refund if you have used any product which is not suitable for you personally. Please note: Our hair follicles change every 4-7 years so if you have been using a certain product for quite some time & it no longer works for you then this is a sign that you need to look for a new similar product & we are unable to take responsibility for any returns & refunds regarding these products. 

Exchanging Items  

If you would like to exchange an item, for example for a different size or product altogether, you will need to follow our returns procedure and send your initial item back to us. When we receive your item we will then exchange this for the new item.

We are only able to exchange items if they are returned to us within 14 days of purchase. Returned items must be in their original condition. 

* Items will not be refunded or exchanged if:

  • The item has already been used
  • If the item is not in the right box or package as supplied by the manufacturer.
  • If the item is damaged, scratched, dirty or spoiled.

Returning incorrect or defective items

We pride ourselves on giving you the best customer care and service, however sometimes things can go wrong. If you receive an item that is wrong, damaged or defective then you can return this to us within 14 days of purchase in its original condition, free of charge and we will either send a replacement or refund you your money back.

Incorrect delivery information

Please make sure you enter the correct delivery address details when making your order. Born Haircare shall not be held liable for incorrect details entered by the customer. We are in no obligation to issue a refund or replace any goods if an order has been delivered to an incorrect or incomplete delivery address. 


Your statutory rights

Nothing in our returns policy affects your statutory rights. If you would like to know more about your legal rights, please visit the Directgov website. Please note that we are not responsible for the content of external websites.