1. Hair Extensions Are Considered Special Products

Hair extensions, wigs, clip-in hair extensions, weft hair, keratin hair extensions, Tape-In hair, I-Tip / U-Tip hair and other hair extension products are goods that, during their intended use, may come into direct contact with the customer’s hair, scalp, hair care products and personal hygiene environment.

For this reason, our online store treats these products with special attention from a hygiene point of view.

For these products, the following are especially important:

The hygiene-sensitive nature of the product does not mean that the customer has no rights. It means that after opening, trying on or using the product, the right of withdrawal without giving a reason may be limited if the product can no longer be resold as a new item for health protection or hygiene reasons.

2. General Rule of the Right of Withdrawal

In the case of most online purchases in Ireland and the European Union, consumers generally have a 14-day cooling-off period. This means that the customer may usually notify the seller within 14 days from receiving the goods that they wish to cancel the purchase.

However, the right of withdrawal is not unlimited. Certain product categories may be excluded or restricted, especially where the goods are sealed and are not suitable for return for health protection or hygiene reasons once they have been opened after delivery. Hair extensions, wigs and hair extension products may fall into this hygiene-sensitive category depending on their packaging, condition and whether they have been opened, tried on or used.

3. When Can the Right of Withdrawal Not Be Exercised for Hygiene Reasons?

Under EU and Irish consumer protection principles, certain sealed goods may be excluded from the right of withdrawal if they are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery.

In the case of hair extensions, wigs and hair extension products, this is especially important because the product may come into direct contact with:

Therefore, if the product’s sealed hygiene packaging, original fixing, hair net, seal, protective tape or inner packaging has been opened, and the product has been tried on, used or shows signs of such condition, the exercise of the right of withdrawal may be refused for hygiene reasons.

4. What Exactly Does Hygiene Product Mean for Hair Extensions?

A hygiene-sensitive product is a product where, due to its nature, method of use or personal contact, it cannot be determined with full certainty after opening, trying on or use that the product is still new, untouched and hygienically flawless.

In the case of hair extensions, this may include situations where:

In such cases, the product may no longer be resold as a new item for health protection and hygiene reasons, so withdrawal without giving a reason may not necessarily be accepted.

5. Important Difference: Withdrawal and Quality Complaint

It is very important that the right of withdrawal and a quality complaint are not the same.

For hygiene-sensitive products, it may happen that withdrawal without giving a reason cannot be exercised because the packaging has been opened. However, this does not exclude the customer’s right to submit a quality complaint in the case of a genuine defect or non-conformity.

Therefore:

6. What Can the Customer Do After Receiving the Product?

After receiving the product, the customer is entitled to check whether the package contains the product they ordered.

After receiving the product, we recommend that the customer:

If the customer is unsure about the colour, length, type or quality, we recommend contacting us before opening or trying the product.

7. What Is Not Recommended If the Customer Wishes to Withdraw?

If the customer wishes to exercise their right of withdrawal, it is not recommended to:

If any of the above takes place, the product may no longer be considered untouched and new from a hygiene and commercial point of view, so the exercise of the right of withdrawal may become limited or may be refused.

8. Returning the Product in Case of Withdrawal

If the customer wishes to exercise their right of withdrawal, they must notify us with a clear statement within 14 days from receiving the product.

The product must be returned intact, complete, preferably in its original packaging, together with all accessories, fixings, hair net, labels, seals and protective packaging.

After the returned product arrives, we examine:

The refund will be decided based on the condition inspection of the product.

9. Refund in Case of Withdrawal

In the case of a valid withdrawal, the refund is handled in line with the applicable Irish and EU consumer rules. As a general principle, the customer may be entitled to a refund of the payment made for the product and, where applicable, the standard delivery charge. Supplementary costs resulting from a more expensive delivery method chosen by the customer may not necessarily be refundable.

The refund may be withheld until the returned product has been received, or until the customer provides reliable proof that the product has been sent back, where permitted by the applicable rules.

As a general rule, the direct cost of returning the product is borne by the customer, unless otherwise stated by the online store or required by law.

We are unable to accept cash-on-delivery return shipments.

10. Consumer Rights and Quality Complaints for Hair Extensions

Consumer rights also apply to hair extensions, wigs and hair extension products. If a product is faulty, does not match the product description, is not as described, or is not fit for its intended purpose, the customer may submit a quality complaint.

In Ireland, consumer rights relating to goods and services are mainly regulated under Irish consumer protection law, including the Consumer Rights Act 2022. These rights are separate from the right of withdrawal and may apply even where a hygiene-sensitive product has been opened, provided that the complaint relates to a genuine defect or non-conformity.

Depending on the nature of the issue and the applicable legal conditions, possible remedies may include:

In the case of hair extensions, a quality complaint assessment must especially take into account:

11. What Does Not Necessarily Count as a Defect in Hair Extensions?

Hair extensions are natural-origin or natural-looking products, so certain differences do not necessarily mean that the product is faulty by themselves.

The following, for example, do not necessarily qualify as defects:

It is especially important that different quality categories may have different characteristics. A Standard category hair extension does not provide the same durability, hair-end fullness or manageability as a Classic, Premium or Luxury category product.

12. What May Qualify as a Defect?

A defect may exist, for example, if the product:

Every quality complaint is reviewed individually. For the assessment, we may request photos, videos, the order ID, return of the product or other information.

13. Warranty, Guarantee and Consumer Rights for Hair Extensions

In everyday language, the word “warranty” is often used broadly for different types of consumer protection. However, it is important to distinguish between a seller’s or manufacturer’s voluntary guarantee and the customer’s statutory consumer rights.

Hair extensions, wigs and hair extension products may not always be covered by a separate commercial warranty or voluntary guarantee unless this is expressly stated in the product description, warranty document or customer information provided with the product.

However, this does not mean that the customer has no rights. If a product is faulty, not as described, or does not meet the reasonable expectations set by the product information and applicable consumer law, the customer may still have statutory consumer rights.

Important distinction:

14. Complaint Handling and Inspection Procedure

If the customer submits a quality complaint, we record and investigate the complaint individually.

During the investigation, we may request:

If the inspection shows that the complaint is justified, we proceed in accordance with the applicable consumer protection rules and the nature of the product issue.

If the inspection shows that the complaint is not justified, for example because the condition of the product results from use, improper care, heat styling, dyeing, bleaching, chemical treatment or another external factor, we inform the customer in writing, with reasons.

15. Hair Extension Care and Intended Use

The lifespan and condition of hair extensions are significantly influenced by use and care. Hair extensions no longer receive natural nourishment from the scalp, so gentle handling is especially important.

Customers are advised to:

Damage resulting from improper care, excessive heat styling, dyeing, bleaching, chemical treatment or use contrary to the intended purpose does not automatically qualify as a product defect.

16. What Should You Know About Quality Categories?

Hair extensions may belong to different quality categories. These may differ in durability, hair-end fullness, manageability, strand direction, proportion of shorter strands and care requirements.

As a general guideline:

The difference between quality categories is not a defect, but a characteristic of the product. This is why it is important for the customer to choose a suitable category based on their own needs, expectations and wearing habits.

17. Summary for Our Customers

Hair extensions are special beauty and hygiene-sensitive products. Before purchasing, it is worth considering what type, colour, length, attachment method and quality category you would like to choose.

In the case of withdrawal, it is especially important that the product’s hygiene packaging and original fixing remain intact. Opened, tried-on, used, brushed, washed, styled or hair-fitted hair extensions cannot always be returned under withdrawal without giving a reason for hygiene reasons.

In the case of a quality issue, you may of course submit a complaint. Every quality complaint is reviewed individually and in a documented manner.

Our goal is for customers to choose hair extensions based on accurate information and realistic expectations, and to find a product that meets their needs in terms of beauty, wearability and quality.