Terms of Service

Welcome to Richmond GB Hair (https://richmondgbhair.com). These Terms of Service (“Terms”) govern all online purchases and use of our website. By placing an order with us, you agree to be bound by these Terms alongside our Delivery & Shipping Policy, Returns & Refunds Policy, and Privacy Policy. Nothing in these Terms affects your statutory rights as a consumer under applicable United Kingdom law.

1. Merchant Identity

This website is operated by the business trading as Richmond GB Hair, an independent British online retailer (sole trader). Our contact and business correspondence address is 27 Richmond Rd, Kingston upon Thames KT2 5BW, United Kingdom.

You can contact our customer support team by telephone at +44 20 8546 9050 or by email at support@richmondgbhair.com, Monday to Friday, 9:00 AM to 5:00 PM UK local time (GMT/BST, as applicable).

The business operating this website is responsible for sales made through richmondgbhair.com. Nothing in these Terms affects your statutory rights as a consumer.

2. Product Descriptions & Condition

  • 100% Brand-New Goods: Every lace front wig, human hair wig, bob wig, synthetic everyday wig, hair topper and ponytail hairpiece sold on richmondgbhair.com is guaranteed to be 100% brand-new, hygienic and unused.
  • Measurements, Fibre Specifications & Imagery: We make every effort to provide accurate hair lengths, cap constructions, fibre compositions, density details and shade representations. Actual hair shades may vary slightly depending on screen calibration and studio lighting. Any material differences in cap size, fibre type, heat tolerance or included accessories will be stated on the relevant product page.

3. Formation of Contract

When you place an order, we will send an automated email acknowledging receipt of your order. This acknowledgement confirms that we have received your order but does not, by itself, constitute acceptance of the order.

We will review the order, check product availability and confirm payment authorisation. A contract of sale is formed when we send you an order acceptance or dispatch confirmation email, as applicable to our order process.

If we cannot fulfil an order or identify a pricing error before accepting it, we will contact you and explain the available next steps. If payment has already been taken and the order is cancelled, we will arrange a refund to the original payment method without undue delay.

4. Pricing, Currency & Accepted Payment Methods

  • Settlement Currency: All prices and transactions on our website are stated and settled exclusively in British Pounds Sterling (GBP £). Standard UK delivery is free, and the total payable will be shown at checkout before you place your order.
  • Accepted Payment Cards Only: We exclusively accept Visa and Mastercard credit and debit cards. We do not accept American Express, PayPal, Buy-Now-Pay-Later schemes, bank transfers, cheques, or cash.
  • Payment Security: Payment is collected through our checkout and payment processing services. Payment transactions are handled using the security measures provided by the relevant payment service providers.

5. Delivery & Transfer of Risk

We provide free (£0.00) tracked delivery to delivery addresses throughout the United Kingdom (covering England, Scotland including the Scottish Highlands, Wales, Northern Ireland and UK offshore islands). We do not currently deliver outside the United Kingdom.

Orders placed before 2:00 PM UK local time (GMT/BST), Monday to Friday, are subject to a handling time of 1–2 business days, followed by an estimated carrier transit time of 2–5 business days. The estimated total delivery time is 3–7 business days.

Orders placed after 2:00 PM UK local time, on weekends or on UK bank holidays will begin processing on the next business day. These delivery times are estimates and are not guaranteed. Tracking information will be provided by email when your parcel is dispatched.

Risk in the goods passes to you when you, or a person identified by you who is not the carrier, take physical possession of the goods, subject to applicable law.

6. Cancellations, Returns & Refunds

We offer a voluntary 30-day return policy for eligible items, in addition to your statutory rights under applicable UK consumer law.

For change-of-mind returns under our voluntary policy, eligible wigs and hairpieces should be returned unused, unworn, clean and complete, in their original packaging with the front lace uncut and factory tags attached, subject to any rights you have under applicable law. We provide a pre-printed, prepaid return shipping label inside each parcel for eligible returns by mail, and we do not charge return postage, restocking fees or administration fees (£0.00 cost). If your parcel does not contain a return label, or you cannot locate it, please contact support@richmondgbhair.com and we will provide instructions and a replacement PDF label at no cost.

Where statutory cancellation rights apply (including under the Consumer Contracts Regulations 2013), you may notify us of your decision to cancel within the applicable statutory cancellation period. Please contact support@richmondgbhair.com or call +44 20 8546 9050 for instructions on exercising your cancellation rights and arranging a return.

For eligible returns received at our returns facility at 27 Richmond Rd, Kingston upon Thames KT2 5BW, we will complete our inspection and issue the refund within 3 business days of receiving the returned parcel. Refunds are made to the original Visa or Mastercard payment method in GBP (£). Where statutory cancellation rights apply, we will comply with the applicable legal refund deadlines and requirements, including where evidence that the goods have been sent back triggers an earlier deadline.

Nothing in this policy limits your statutory rights in relation to cancellation, faulty goods, goods that are not as described, or other rights available under applicable consumer law.

7. Product Warranty & Liability

Goods supplied by us must meet the applicable requirements of UK consumer law, including the Consumer Rights Act 2015, where applicable.

Please follow the product-specific care instructions, fibre heat tolerances and maintenance guidance supplied with your item. Damage resulting from improper heat application to synthetic fibres, chemical dyeing or bleaching, trimming of lace or hair strands, or failure to follow applicable care instructions may affect the remedies available, to the extent permitted by law.

Nothing in these Terms excludes or limits any liability or consumer right that cannot lawfully be excluded or limited, including applicable statutory rights relating to goods that are faulty, not as described or not fit for purpose, and liability for death or personal injury caused by negligence.

8. Ecommerce Platform & Technical Hosting Disclosure

SHOPLINE provides ecommerce platform and related technical services for our online store:

  • Platform Provider: SHOPLINE HOLDINGS LIMITED
  • Registered Address: 21/F, NAM WO HONG BUILDING, 148 WING LOK STREET, SHEUNG WAN, HONG KONG
  • Provider Telephone: +852-81207281
  • Provider Email: support@shopline.com

The seller responsible for orders placed through this website is the business identified in Section 1.

9. Governing Law & Jurisdiction

These Terms and any contract formed through richmondgbhair.com are governed by the laws of England and Wales, except where applicable consumer protection law provides otherwise.

If you are a consumer residing in Scotland or Northern Ireland, nothing in these Terms deprives you of any mandatory consumer protections or court rights available to you under applicable law.

Any dispute will be handled by the courts with jurisdiction under the applicable law.