Last Updated: July 5, 2026

At Velvet Root, customer satisfaction is important to us. Due to the hygienic nature of our products, please read our Return & Refund Policy carefully before making a purchase.

Eligibility for Returns

We accept returns within 14 days of delivery provided that:

• The item is unused and unworn.
• The original zip ties, packaging, and labels remain intact.
• The hair has not been brushed, washed, coloured, cut, installed, or altered in any way.
• The product is in its original condition.

For hygiene reasons, any product that has been opened, worn, altered, or tampered with cannot be returned.

Non-Returnable Items

The following items are not eligible for return:

• Used hair extensions
• Worn lace closures
• Worn lace frontals
• Custom or personalised products
• Clearance or final sale items
• Gift cards

Damaged or Incorrect Orders

Please inspect your order upon arrival.

If you receive:

• A damaged item
• An incorrect product
• A defective product

Contact us within 48 hours of delivery and include clear photographs of the item and packaging.

We will review your claim and arrange a replacement or refund where appropriate.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional time to process the refund.

Original shipping charges are non-refundable unless the return is due to our error.

Exchanges

We currently exchange items only if they arrive damaged, defective, or incorrect.

If you require a different product, we recommend placing a new order after your return has been approved.

Return Shipping

Customers are responsible for return shipping costs unless the item received was incorrect or defective.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned packages.

Cancellations

Orders may only be cancelled before they have been processed for shipment.

Once an order has been dispatched, it cannot be cancelled.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: info@velvetroot.co.uk