Refund policy

Refund and Returns Policy

Last updated: 7 May 2026

We want you to be happy with your Hairstockists order. If you are not, you can return your products under the rights set out below. This Policy applies to UK customers buying through hairstockists.com.

1. Overview

You have two ways to return a product:

Statutory right to cancel — 14 days from receipt (Consumer Contracts Regulations 2013)
90-day satisfaction guarantee — 90 days from receipt (Hairstockists goodwill commitment)

You can use whichever option suits you best. The 90-day guarantee is a voluntary extension we offer in addition to your legal rights — it does not replace them.

2. 14-Day Statutory Right to Cancel

You have the right to cancel your order within 14 days of the day you (or someone you nominated) receive the products, without giving any reason.

To cancel, contact us at support@hairstockists.com before the 14-day period ends with your full name, order number, and confirmation that you wish to cancel.

After you tell us you want to cancel, you have a further 14 days to send the products back to us. You will be refunded the full price you paid for the products plus the standard delivery cost. We may reduce the refund if you have handled the products beyond what is necessary to inspect them, in line with the 2013 Regulations.

3. 90-Day Satisfaction Guarantee

If, within 90 days of receipt, you decide a product is not right for you, you can return it under our 90-day satisfaction guarantee for a refund of the product price.

This guarantee applies to all products purchased through hairstockists.com, covers products that have been opened and used, applies to one-off and subscription orders, does not cover the original delivery charge once you have used the product, and does not affect your statutory rights.

We may limit the guarantee to one return per product, per customer.

4. Faulty, Damaged, or Wrongly Sent Products

If a product is faulty, damaged in transit, or different from what you ordered, please contact us within a reasonable time of discovering the issue at support@hairstockists.com. Include your order number and a photo of the product.

You are entitled to a remedy under the Consumer Rights Act 2015. Depending on the issue and how long since delivery, this may include a replacement, refund, or repair. We will pay return shipping costs for faulty, damaged, or wrongly sent products.

5. How to Return a Product

Contact us first at support@hairstockists.com with your order number and reason for return.
Pack the product securely. Use the original packaging where possible.
Send it back using a tracked or signed-for service.
We will email you when we receive the return and process your refund.

For statutory cancellations and 90-day guarantee returns, you are responsible for the cost of return postage unless we agree otherwise. For faulty or wrongly sent products, we will cover the cost.

6. Refund Timing

We will issue your refund within 14 days of the day we receive the returned products, or the day you provide proof that you have sent them back, whichever is sooner. Refunds are issued to the original payment method. We do not charge a restocking fee on any returns.

7. Subscriptions

If you cancel a subscription order within the 14-day statutory period or 90-day guarantee window, the same rules above apply. To cancel future scheduled deliveries, manage your subscription through your account portal or email support@hairstockists.com.

8. Items We Cannot Refund

We cannot offer a refund or exchange for gift cards, free promotional items (unless faulty), or products that show clear signs of misuse, damage caused by you, or tampering.