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Returns:

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We hope that you are happy with your purchase from us, but if you're not completely satisfied please get in touch with us at hello@hairlosspal.co.uk and we'll do our very best to put things right.

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We are happy to offer a refund (excluding the original P&P cost, unless the item is faulty) if the item is returned in the same condition that you received it and in its original packaging within 14 days of the date of delivery. If 14 days have passed since your purchase, unfortunately, we will not be able to offer you a refund.

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We can't accept returns on food or perishable items for hygiene reasons and on made-to-order items.

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This is in addition to, and does not affect your consumer rights.

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How to request a return:

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Please email us at hello@hairlosspal.co.uk with details of the product(s) that you wish to return together with the reason for requesting a return. We will provide details of how to arrange the return.

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You will be responsible for paying the delivery costs for returning your item(s) and you will need to return the item(s) within 14 days of us agreeing the return .

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The original delivery costs are non-refundable and will be deducted from your refund.
 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund.

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Please note, HairlossPal is not responsible for items lost or damaged in the post when returning them, so we recommend you send your returns via a 'Tracked' or 'Signed For' delivery service, giving you proof of your item's return.

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It is also your responsibility to return your unwanted item(s) in a resalable state. You are liable for any diminished value of the product(s) resulting from the handling of the product(s) in any way other than what is necessary to establish the nature, characteristics and functioning of the product(s) while you are responsible for it (this includes when the product(s) is in transit back to us or our suppliers). You will not receive a refund if your order is returned damaged.

Once approved, your refund will be processed via your original method of payment. It can take 5-10 working days for the refund to appear in your bank account.

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Damaged items:

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We work with our suppliers to ensure that all products reach you in perfect condition, but in the unlikely event that you have received an item that is damaged, please email us at hello@hairlosspal.co.uk with details of the item and the damage. Please also include a photo of the damage. 

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We will either offer you a repair or a replacement. If neither is possible, then a full refund (including the original delivery charge), will be processed.

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Delayed & Lost items:

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If your order has not arrived and you believe it to be lost, please contact us quoting your order number so that we can investigate for you. The majority of our suppliers send orders using Royal Mail and Royal Mail consider that an item has been lost if it hasn’t been delivered 10 working days after the original posting date. If your order is lost we will either arrange for redelivery or refund you in full.

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Delivery will be to the address you have specified in your order. If any of these details are incorrect, we cannot be liable for any items that have not been received. 

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We cannot accept liability or costs incurred due to failed or delayed deliveries that are caused by third parties or circumstances that are beyond our control such as weather conditions or Royal Mail delays.

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