Exchange/Return request

We understand that at times the colour ordered no longer suits when it arrives and we want to assist you.

Returns (change of mind/colour)

Please contact us as soon as possible via your Hadrill Account Manager or info@hadrillhair.com with your order number to initiate the process.

We will prepare a prepaid return label for you (where applicable) and provide return instructions.

To be eligible for a return to our 3PL warehouse, all of the following conditions must be met:

• Return is initiated and lodged within 14 days of receiving your order.

• Hair remains in the original ties, with all original packaging, and is in the same unused condition you received it in (no colouring, washing, cutting, heat styling or product use).

• The return is securely packaged to prevent damage in transit.

Once your return is received and inspected, your refund will be processed back to your original payment method, excluding any original shipping charges.

Exchanges

Please contact us as soon as possible via your Hadrill Account Manager or info@hadrillhair.com with your order number to initiate the process.

We request that you return the item not wanted, and we will refund that order once received and approved. You may place a new order for the colour you are wanting to replace it with.

To be eligible for an exchange via our 3PL warehouse, all of the following conditions must be met:

• Return is initiated and lodged within 14 days of receiving your order.

• Hair remains in the original ties, with all original packaging, and is in the same unused condition you received it in.

Important notes

• For hygiene and safety reasons, we cannot accept returns on any hair that has been opened, installed, coloured, washed, cut, or otherwise altered.

• We are unable to accept unauthorised returns that have not been arranged via your Account Manager or our customer service team.

• If items are returned outside of these conditions, they may be rejected and sent back to you.

What happens if my order does not arrive?

All orders are dispatched with reliable credible couriers, however on a very rare occasion orders can go missing. If you believe your order has gone missing, please email our customer service team info@hadrillhair.com and we will assist with placing an investigation with the courier.

ITEMS THAT ARE FINAL SALE

• All hairbrush items
• All hair clip items
• Any custom ordered hair extensions

Product Warranty

We are here to support our trade partners. We have a long experience of over 18 years offering hair extensions and have a deep understanding that even the highest quality hair requires an intense amount of hydrating products to maintain their softness, and will greatly deteriorate if strengthening proteins are used on them. 

No returns will be accepted if the hair has been treated or maintained with products other than the recommended hair care .

• Do not use shampoo and conditioner that contains any Protein, Sulphate, Keratin or a high alcohol content.
• Hadrill Hair Extensions are only guaranteed if applied using Hadrill Hair micro beads/replacement tape.
• Hadrill Hair Extensions are quality guaranteed only when the recommended hair care is used, and our Maintenance and Care Guide is followed.
  

If this is the case, you will need to be following our warranty policy for us to consider an assessment of the hair.

• All hair is sold on the condition that the purchaser thoroughly checks the hair to ensure satisfaction with the quality BEFORE it is applied to the wearer and BEFORE the bands are removed.
• Product guarantee does not cover improper application or treatment of any Hadrill Hair products.

Hadrill Hair does not accept returns due to change of mind after 14 days of receiving your purchase.

WHOLESALE STOCKIST:

As a Hadrill Hair stockist it is at the discretion of the hairdresser to properly inform their clients of the correct home hair care and our warranty terms & conditions.

We highly suggest the use of a take home "maintenance & care guide" and a client agreement form. Hadrill Hair is happy to provide these documents upon request to info@hadrillhair.com