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Returns & exchanges

PLEASE NOTE CLAUSES 9 AND 10 RELATE TO CONSUMER (9) AND TRADE (10) RIGHTS TO RETURN OR EXCHANGE ITEMS PURCHASED ONLINE & INSTORE. THESE RIGHTS VARY SO PLEASE PAY PARTICULAR ATTENTION TO THE CLAUSE RELEVANT TO YOU. Please read our full terms and conditions here.
 
9. CONSUMER ONLINE PURCHASES 
9.1 This clause 9 only applies if you are a consumer.
9.2 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Protection (Distance Selling Regulations 2000) during the period set out below in clause 9.3.
9.3. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract under these regulations is available from your local Citizens’ Advice Bureau or Trading Standards office.
9.4 You may cancel a Contract from the date you receive the Dispatch Confirmation, which is when the Contract between us is formed. If the Products have already been delivered to you, you have a period of 14 (fourteen) working days in which you may cancel, starting from the day you receive the Products.
9.5 To cancel a Contract, please contact us in writing to tell us by sending an e-mail to info@crowncouture.co.uk or in writing to CrownCouture, 6-8 Bread Street, Edinburgh, EH3 9AF.  You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by letter, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us. If you call us to notify us of your cancellation, then your cancellation is effective from the date you telephone us.
9.6 Please note that cancellation rights do not apply in the case of any custom-made products.  All sales of custom-made items are final.
9.7 Provided stock Products are returned in their original condition and packaging, you will receive a full refund of the price (minus postage costs) you paid for the Products provided they are returned within 14 days of receipt of the items. We will process the refund due to you as soon as possible and, in any case, within 30 calendar days of the day on which you gave us notice of cancellation as described in clause 9.4. If you returned the Products to us because they were faulty or mis-described, please see clause 9.12.
9.8 The right of refund or exchange is only applicable provided the product is returned in its original conditions and packaging. Please note that any Product which has been detached from its packaging, unravelled and/or exposed to handling or wear and/or is visibly damaged due to handling will not be accepted due to hygiene reasons and will be returned to the buyer at the buyers cost.
9.9 We are unable to replace or exchange an item until the original parcel is returned to CrownCouture. If you need an item in a hurry, we suggest you place a new order for the new item and send the original item back at a later date.
9.10 Any faulty hair must be reported within a maximum of 30 days of receipt of the item. This is due to human hair being a consumable item during wear. The right to an exchange or a refund will not apply to any defect in the Products arising from:
i) fair wear and tear;
ii) chemical or heat damage;
iii) wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party;
iv) if you fail to operate or use the aftercare products in accordance with the user instructions;
v) any alteration or repair by you or by a third party who is not one of our authorised repairers; or any specification provided by you.
vi) use of other formulas on the hair – CrownCouture aftercare products must be purchased at the time of purchasing the extensions.
9.11 All CrownCouture hair/hair pieces MUST be used in conjunction with CrownCouture Hair Care products. Should the buyer choose not to purchase the CrownCouture Hair Care Programme products, The Partnership cannot be held responsible for the hair once installed. We cannot guarantee the quality of any CrownCouture extensions with other formulas. Aftercare products must be purchased at the time of purchasing the extensions. Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for both the extensions and aftercare.
9.12 The Partnership will not look at any hair extensions or pieces that have been coloured, toned, tinted, silver/purple shampooed, permed or chemically damaged. All hair must be returned in its original product colour. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way by the customer, the goods will be returned to the customer and we will not refund or replace the goods. We must receive the said faulty item back within seven days of the complaint being made, this will then be examined and inspected. Please note the testing of faulty items can take up to 30 days.
9.13 The Partnership will not look at any hair pieces that have been cut or altered in any way - this includes heat styling.
9.14 The Partnership will not look at, or be held responsible for, hair extensions that may have discoloured on holiday. Multiple elements abroad can cause severe discolouration of hair and therefore we always recommend the extensions are removed before going on holiday.
9.15 If you have returned the Products to us under this clause 9 because they are faulty or mis-described on arrival, we will refund the price of a defective Product in full or replace the product. Please note: the images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images. This does not mean that the item is defective or mis-described. However, if you are confident that you have received the item in a wrong colour, please contact our customer service team to see if an exchange is possible.
9.16 We refund you on the credit card or debit card used by you to pay.
9.17 For exchanged items you may be asked for a nominal fee as a contribution towards any additional postage of shipping, depending on which shipping method you require.
9.18 If the Products were delivered to you and you wish to return them:
i) you must return the Products to us within 14 (fourteen) days of receipt of the item; please notify us of the return by emailing info@crowncouture.co.uk; and return to CROWNCOUTURE, 6-8 Bread Street, Edinburgh, EH3 9AF.
ii) you must return your items with an original proof of purchase and the CrownCouture returns form
iii) you will be responsible for the cost of returning the Products to us; the item/s must be delivered to us via a ‘Signed For/Recorded’ postal service to ensure the products are returned to us safely.
iv) you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.
v) Please note, The Partnership holds no liability for any items returned that go missing/become damaged in the post or via the resepctive courier service chosen by you.
9.19 As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 9 or these Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
 
CONSUMER IN-STORE PURCHASES 
9.20 For Hygiene, Health and Safety reasons no hair extensions, hair pieces, or hair care products may be accepted by return in store unless found to be defective at the date of sale.
9.21 It is the responsibility of the buyer to check the quality and colour of the hair/product before leaving the store as The Partnership offers a no refund policy for all in-store purchases.
9.22 The Partnership may consider an exchange on Products at their discretion; however, the buyer must return the item within 14 (fourteen) days, guaranteeing it is in its original condition- any item that has been opened and exposed to handling and worn and is visibly damaged due to handling, or unravelled, will not be accepted for an exchange. Exchanges in-store can be made as long as the hair is returned with an original proof of purchase (receipt).
9.23 Any faulty hair must be reported to The Partnership within 30 days of receipt of the item in order for the team to consider the said product fault. 
9.24 The right to an exchange or a refund will not apply to any defect in the Products arising from:
i) fair wear and tear;
ii) chemical or heat damage;
iii) wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party;
iv) if you fail to operate or use the Products in accordance with the user instructions;
v) any alteration or repair by you or by a third party who is not one of our authorised repairers; or any specification provided by you.
vi) use of other formulas on the hair – CrownCouture aftercare products must be purchased at the time of purchasing the extensions.
9.25 All CrownCouture hair/hair pieces MUST be used in conjunction with CrownCouture Hair Care products. Should the buyer choose not to purchase the CrownCouture Hair Care Programme products, The Partnership cannot be held responsible for the hair/hairpiece. We cannot guarantee the quality of any CrownCouture extensions with other formulas. Aftercare products must be purchased at the time of purchasing the extensions. Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for both the extensions and aftercare.
9.26 The Partnership will not look at any hair extensions or pieces that have been coloured, toned, tinted, silver/purple shampooed, permed or chemically damaged. All hair must be returned in its original product colour. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way by the customer, the goods will be returned to the customer and we will not refund or replace the goods
9.27 The Partnership will not look at any hair pieces that have been cut or altered in any way - this includes heat styling.
9.28 The Partnership will not look at, or be held responsible for, hair extensions that may have discoloured on holiday. Multiple elements abroad can cause severe discolouration of hair and therefore we always recommend the extensions are removed before going on holiday.
9.29 Please note that this exchange right does not apply in the case of any custom-made Products. All sales of custom-made items are final.
 
 
10. BUSINESS ONLINE PURCHASES 
10.1 This clause 10 only applies if you are a business customer. If you are buying goods for your business, salon or for the purpose to apply them to another individual in the course of your work, it is a business to business transaction and as such is exempt from the Distance Selling regulations. The T&Cs below are stipulated solely for all of our business customers.
10.2 As a business customer benefiting from a discounted rate of supply Products, if you decide to return the Products purchased you will only be entitled to an exchange or credit note to the value of the Products ordered (minus the postage costs). This credit is non-refundable.
10.3 If you are returning the Products to us because they are faulty or mis-described on arrival, we will refund the price of a defective Product in full or replace the product. Please note: the images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images. This does not mean that the item is defective or mis- described. However, if you are confident that you have received the item in a wrong colour, please contact our customer service team to see if an exchange is possible.
10.4 The right to a credit note or exchange is only applicable provided the product is returned in its original conditions and packaging within 14 days of receipt of the item. Please note that any Product which has been detached from its packaging, unravelled and/or exposed to handling or wear and/or is visibly damaged due to handling will not be accepted due to hygiene reasons and will be returned to the buyer at the buyers cost.
10.5 We are unable to replace or exchange an item until the original parcel is returned to CrownCouture. If you need an item in a hurry, we suggest you place a new order for the new item and send the original item back at a later date.
10.6 Any faulty hair must be reported to The Partnership within 14 days of receipt of the item. This is due human hair being a consumable item during wear.  The right to an exchange, refund or a credit note will not apply to any defect in the Products arising from:
i) fair wear and tear;
ii) chemical or heat damage;
iii) wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party;
iv) if you fail to operate or use the aftercare products in accordance with the user instructions;
v) any alteration or repair by you or by a third party who is not one of our authorised repairers; or any specification provided by you.
vi) use of other formulas on the hair – CrownCouture aftercare products must be purchased at the time of purchasing the extensions.
10.7 All CrownCouture hair/hair pieces MUST be used in conjunction with CrownCouture Hair Care products. Should the buyer choose not to purchase the CrownCouture Hair Care Programme products for their clients, The Partnership cannot be held responsible for the hair once installed. We cannot guarantee the quality of any CrownCouture extensions with other formulas. Aftercare products must be purchased at the time of purchasing the extensions. Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for both the extensions and aftercare.
10.8 The Partnership will not look at any hair extensions or pieces that have been coloured, toned, tinted, silver/purple shampooed, permed or chemically damaged. All hair must be returned in its original product colour. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way by the customer, the goods will be returned to the customer and we will not refund or replace the goods. We must receive the said faulty item back within seven days of the complaint being made, this will then be examined and inspected. Please note the testing of faulty items can take up to 30 days.
10.9 The Partnership will not look at any hair pieces that have been cut or altered in any way - this includes heat styling.
10.10 The Partnership will not look at, or be held responsible for, hair extensions that may have discoloured on holiday. Multiple elements abroad can cause severe discolouration of hair and therefore we always recommend the extensions are removed before going on holiday.
10.11 Please note that cancellation rights do not apply in the case of any custom-made products. All sales of custom-made items are final.
10.12 Provided returns and exchanges meet our terms and conditions, you will (where applicable) receive and email from us with a credit note voucher code to be redeemed at a time convenient to you or your revised item will be dispatched as soon as possible. We will process the credit note due to you as soon as possible and, in any case, within 30 calendar days of the day on of receipt of your returned items. If you returned the Products to us because they were faulty or mis-described, please see clause 10.3.
10.13 If you are returning a product for a credit note or exchange:
i) returns will not be accepted without prior approval from CrownCouture. You must contact us on info@crowncouture.co.uk within 7 (seven) days of receipt of the Products should you wish to return them for an exchange or credit note to 6-8 Bread Street, Edinburgh, EH3 9AF.
ii) you must return the Products to us within 14 (fourteen) days of receipt of the item; 
iii) you must return your items with the original proof of purchase and the CrownCouture exchange/credit note form
iv) you will be responsible for the cost of returning the Products to us; the item/s must be delivered to us via a ‘Signed For/Recorded’ postal service to ensure the products are returned to us safely.
v) you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.
vi) Please note, The Partnership holds no liability for any items returned that go missing/become damaged in the post or via the resepctive courier service chosen by you.
10.14 For exchanged items you may be asked for a nominal fee as a contribution towards any additional postage of shipping, depending on which shipping method you require.
 
BUSINESS INSTORE PURCHASES
10.15 For Hygiene, Health and Safety reasons no hair extensions, hair pieces, or hair care products may be accepted by return in store unless found to be defective at the date of sale.
10.16 It is the responsibility of the buyer to check the quality and colour of the hair/product before leaving the store as The Partnership offers a no refund policy for all in-store purchases.
10.17 The Partnership may consider a credit or an exchange on Products at their discretion (whether consumer or business customer); however, the buyer must return the item within 14 (fourteen) days, guaranteeing it is in its original condition- any item that has been opened and exposed to handling and worn and is visibly damaged due to handling, or unravelled, will not be accepted for an exchange. Exchanges in-store can be made as long as the hair is returned with an original proof of purchase (receipt) and the relevant card is provided in-store. This credit is non-refundable.
10.18 Any faulty hair must be reported to The Partnership within 14 days of receipt of the item in order for the team to consider the said product fault.
10.19 ThThe right to an exchange or a refund will not apply to any defect in the Products arising from:
i) fair wear and tear;
ii) chemical or heat damage;
iii) wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party;
iv) if you fail to operate or use the Products in accordance with the user instructions;
v) any alteration or repair by you or by a third party who is not one of our authorised repairers; or any specification provided by you.
vi) use of other formulas on the hair – CrownCouture aftercare products must be purchased at the time of purchasing the extensions.
10.20 All CrownCouture hair/hair pieces MUST be used in conjunction with CrownCouture Hair Care products. Should the buyer choose not to purchase the CrownCouture Hair Care Programme products, CrownCouture cannot be held responsible for the hair/hairpiece. We cannot guarantee the quality of any CrownCouture extensions with other formulas. Aftercare products must be purchased at the time of purchasing the extensions. Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for both the extensions and aftercare.
10.21 The Partnership will not look at any hair extensions or pieces that have been coloured, toned, tinted, silver/purple shampooed, permed or chemically damaged. All hair must be returned in its original product colour. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way by the customer, the goods will be returned to the customer and we will not refund or replace the goods. 
10.22 The Partnership will not look at any hair pieces that have been cut or altered in any way - this includes heat styling.
10.23 The Partnership will not look at, or be held responsible for, hair extensions that may have discoloured on holiday. Multiple elements abroad can cause severe discolouration of hair and therefore we always recommend the extensions are removed before going on holiday.
10.24 Please note that this exchange right does not apply in the case of any custom-made Products. All sales of custom-made items are final.