Returns & Refunds Policy

At Richmond GB Hair, we want you to shop with confidence when ordering lace front wigs, human hair wigs, bob styles, synthetic wigs and hair toppers from richmondgbhair.com. This policy sets out our voluntary 30-day return arrangements alongside your statutory rights under UK consumer law.

Return & Refund Policy Overview

  • Voluntary Return Window: 30 calendar days from the day after delivery
  • Return Shipping Cost: Free (£0.00) for eligible returns using the enclosed prepaid return label
  • Restocking / Administration Fee: None (£0.00)
  • Return Method: By Mail (using the pre-printed prepaid return label included in your parcel)
  • Accepted Condition (Change-of-Mind): Brand-new, unused, unworn condition in original packaging (with lace uncut and factory tags attached)
  • Refund Processing Time: Inspection and refund completed within 3 business days of receiving the returned parcel (in GBP £ to original Visa or Mastercard)

1. Return Window and Statutory Rights

Our voluntary return policy allows eligible items to be returned within 30 calendar days from the day after delivery for a refund, subject to the applicable conditions stated in this policy.

This voluntary policy is separate from your statutory cancellation rights (including your 14-day cooling-off rights under the Consumer Contracts Regulations 2013) and your rights relating to faulty, damaged or misdescribed goods under the Consumer Rights Act 2015. Nothing in this policy excludes or restricts your statutory rights under applicable UK consumer law.

2. Condition of Returned Items (Wigs & Hairpieces Hygiene & Inspection Standards)

For change-of-mind returns under our voluntary 30-day policy, wigs, toppers and hairpieces should be returned in brand-new, unused and unaltered condition, in their original protective packaging with all hair nets, factory tags and inserts included:

  • Uncut Lace & Unaltered Fibres: The front lace on lace wigs must remain completely uncut and untrimmed. The hair fibres must not have been washed, dyed, bleached, permed, heat-curled, straightened, brushed out of their factory setting, or trimmed.
  • Clean & Odour-Free: Returned hairpieces must be free from wig glue, tape adhesive, styling gel, hairspray, foundation makeup on the inside cap/lace, and perfume or smoke odours.
  • Reasonable Inspection Allowed: You may inspect your wig or hairpiece to the extent reasonably necessary to establish its shade, cap construction, fibre feel and suitability, as you would in a shop (we recommend holding the piece against your hairline or trying it gently over a clean hygienic wig liner cap without removing tags or trimming the lace). Where applicable law permits, we may make a proportionate deduction for any reduction in value caused by handling beyond what is reasonably necessary.

These condition requirements do not override statutory rights relating to cancellation, faulty goods, damage or items that do not match their description.

3. Return Costs and Fees

Return shipping is free (£0.00) for eligible returns using the prepaid return label supplied with your order. If the original label is unavailable, contact our customer support team for a replacement PDF label at no cost.

We do not charge restocking, administration or return postage fees for eligible returns. Any deduction for a reduction in value will only be made where permitted by applicable law.

4. How to Return Your Item by Mail

Returns are handled by mail using the pre-printed, prepaid return shipping label enclosed inside your parcel:

  1. Step 1 – Prepare Your Return: Place the unused wig or hairpiece gently back into its protective hair net and original box along with all tags, inserts and your packing slip or order number.
  2. Step 2 – Attach the Prepaid Return Label: Affix the prepaid return shipping label (included inside your package, or provided as a free PDF replacement by our support team) flat across the exterior of the parcel, covering the original delivery barcode.
  3. Step 3 – Post Your Parcel: Drop the sealed parcel off at the designated local Post Office branch or authorised carrier drop-off point indicated on the label, and retain your proof-of-postage receipt.

Returns Receiving Address:
Richmond GB Hair
27 Richmond Rd, Kingston upon Thames KT2 5BW, United Kingdom

5. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact support@richmondgbhair.com with your order number and, where possible, photographs showing the issue.

We recommend reporting delivery damage or packing errors within 48 hours of receipt to help us investigate promptly. This is a practical recommendation only and does not limit your statutory rights or applicable legal time limits.

We will arrange an appropriate resolution at no cost to you, including a replacement or full refund in accordance with our stated policy and applicable consumer law.

6. Refund Processing Time

For eligible returns, we will complete our inspection and issue the refund within 3 business days of receiving the returned parcel.

Where statutory cancellation rights apply, we will comply with the applicable legal refund deadlines, including where evidence that the goods have been sent back triggers an earlier deadline.

Refunds will be made to the original payment method (Visa or Mastercard) in GBP (£). Your card issuer may require additional time (typically 3–5 business days) to display the funds on your statement.

7. Contact Us About Returns

  • Brand Name: Richmond GB Hair
  • Returns & Business Address: 27 Richmond Rd, Kingston upon Thames KT2 5BW, United Kingdom
  • Telephone: +44 20 8546 9050
  • Email: support@richmondgbhair.com
  • Customer Service Hours: Monday to Friday, 9:00 AM–5:00 PM UK local time (GMT/BST, as applicable)