Returns & Refunds
At RenzHair, every piece is crafted using premium-quality human hair and prepared with exceptional attention to detail. Many of our products are made to order or customised specifically for each client. We therefore encourage you to review the information below before placing your order.
By completing your purchase, you acknowledge that you have read and accepted these Terms.
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Orders
Please ensure that all order details, including product selection, cap size, colour and shipping information, are accurate before completing your purchase.
Once an order has been confirmed, production and processing begin promptly. For this reason, orders cannot be amended or cancelled after purchase.
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Upon Receipt
We kindly ask that all orders are inspected upon arrival.
Should you believe you have received an incorrect item or identify a manufacturing concern, please contact RenzHair within 24 hours of delivery with clear photographs or video.
To preserve eligibility for assessment, products must remain unused and unaltered.
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Returns & Exchanges
In consideration of the bespoke nature of our products and for hygiene reasons, RenzHair does not accept returns or offer refunds unless required under applicable consumer law.
Where a verified manufacturing fault is identified, or an incorrect item has been supplied, we will arrange an appropriate remedy following inspection. This may include a repair, replacement or exchange, where applicable.
Returned items must be received in their original condition, unworn, unwashed, uncut, unstyled and free from any alterations or adhesive within 72 hours of notification.
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Bespoke & Custom Pieces
Custom-made wigs and personalised pieces are individually crafted to each client’s specifications.
As such, bespoke orders are considered final upon confirmation and are not eligible for cancellation, return or exchange unless required by applicable law.
If you believe your bespoke order does not reflect the agreed specification, please notify us within 24 hours of delivery.
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Closures & Frontals
Closures and frontals are classified as hygiene-sensitive products.
Once removed from their protective packaging, customised, installed or otherwise used, they are not eligible for return or exchange unless a verified manufacturing fault exists.
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Natural Characteristics
Every RenzHair piece is created using premium human hair.
As with all natural hair, subtle variations in texture, colour and density are expected and contribute to the individuality of each piece.
Light shedding over the lifespan of the product is a natural characteristic and should not be regarded as a manufacturing defect.
Shedding may occur after:
• Installation
• Washing
• Styling
• Travel
• Re-glue or re-installation services
• Continued use, travel with the product, or rebooking for services constitutes acceptance of the product and service.
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Client Care
The longevity of your RenzHair piece depends upon appropriate maintenance and aftercare.
Damage resulting from colouring, bleaching, chemical processing, excessive heat, unsuitable products or third-party alterations falls outside the scope of our Client Care Policy.
Aftercare guidance is available upon request.
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Third-Party Services
Once a product has been installed, customised, coloured, altered or otherwise handled by a stylist or salon not affiliated with RenzHair, responsibility for subsequent workmanship or handling passes to that service provider.
Accordingly, RenzHair cannot accept liability for concerns arising after third-party handling.
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Payment Disputes
Should a payment dispute arise, RenzHair reserves the right to provide all relevant documentation relating to the order, including correspondence, order records, delivery confirmation and supporting evidence where appropriate.
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Governing Law
These Terms are governed by the laws of England and Wales.
Nothing within this policy affects your statutory rights under applicable consumer legislation.
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Contact
For assistance regarding your order or aftercare, please contact:
Email: hello@renzhair.co.uk
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Acceptance
By placing an order with RenzHair, you acknowledge that you have read, understood and accepted these Shipping, Returns & Client Care Terms.