Returns & Refunds Policy

1. Returns & Exchanges

We accept returns of eligible, unused hair extensions within 14 days of delivery, provided you notify us within this period.

To qualify for a return:

• Hair extensions must be unused, unworn and unfitted.
• Hair must remain in its original condition.
• All original packaging, labels and security seals must remain intact where applicable.
• Products must be returned with all accessories originally supplied.

For eligible change-of-mind returns, you have a further 14 days from notifying us to send your products back.

We reserve the right to make a lawful deduction for any reduction in value caused by handling beyond what is necessary to inspect the product.

2. Hygiene & Packaging

For hygiene reasons, hair extensions supplied in sealed packaging may not be eligible for change of mind returns once the hygiene seal has been broken, where the legal hygiene exception applies.

This does not affect your statutory rights if the product is faulty, incorrectly described or otherwise does not conform to your consumer rights.

3. Fitted or Worn Hair Extensions

We cannot accept change of mind returns for hair extensions that have been fitted, worn, cut, coloured, chemically treated or otherwise altered.

If you believe the hair is faulty, please contact us so we can investigate your concerns.

Your statutory rights remain unaffected.

4. Faulty or Incorrect Products

At Iconic Locks, quality is our priority.

If you receive an incorrect, damaged or potentially faulty product, please contact our customer care team with:

• Your order number.
• A description of the issue.
• Clear photographs or videos where helpful.
• Details of any products or treatments used on the hair, if relevant.

We may request that the hair be returned for inspection to help establish the cause of the issue.

Where a product is confirmed to be faulty or does not conform to your statutory rights, we will provide the appropriate remedy under UK consumer law, which may include a refund, repair or replacement.

Reasonable return postage costs for qualifying faulty or incorrectly supplied products will be covered by Iconic Locks.

5. Colour Matching

We make every effort to display our hair extension shades as accurately as possible.

However, colours may appear slightly different depending on lighting, screen settings and individual devices.

We recommend purchasing an Iconic Locks colour swatch or consulting a professional stylist before ordering.

An incorrect shade choice does not automatically make a product faulty. Eligible online purchases may still be returned under the change-of-mind policy above.

6. Return Postage

For change-of-mind returns, customers are responsible for return postage costs, unless otherwise agreed.

We recommend using a tracked postal service and retaining proof of postage.

For faulty or incorrectly supplied products, we will cover reasonable return costs where required by law.

7. Refunds

Once your return has been received and assessed, we will notify you of the outcome.

Approved refunds will be issued to the original payment method.

Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier, in accordance with applicable consumer cancellation rules.

Where legally required, the original standard delivery charge will also be refunded.

8. Trade & Professional Orders

Orders placed by businesses for professional or commercial purposes are subject to our separate trade terms and conditions.

Business-to-business purchases do not automatically qualify for the consumer 14-day change-of-mind cancellation right.

This does not affect any applicable legal rights relating to faulty or incorrectly supplied goods.

9. How to Request a Return

To request a return, please contact our customer care team with your order number and reason for return.

Email: info@iconiclocks.co.uk

Return address:
A1 St Catherine’s Mill
Broad Lane
Leeds
LS13 2TD

Please contact us before sending any products back so we can provide the correct return instructions.

10. Your Statutory Rights

Nothing in this policy affects your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

ICONIC LOCKS — Luxury Hair. Iconic Confidence.