RETURNS, EXCHANGES & HAIR GUARANTEE POLICY
Strand Society Ltd
At Strand Society Ltd, we take the quality of our products seriously and want our returns process to be clear and straightforward.
Please read this policy carefully before purchasing, opening, fitting, colouring or otherwise altering your hair extensions.
This policy applies to eligible purchases made directly from Strand Society Ltd and should be read alongside our Terms & Conditions.
Nothing within this policy is intended to exclude, restrict or override your statutory rights under UK consumer law.
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1. ONLINE ORDER CANCELLATIONS & RETURNS
For eligible purchases made online, customers generally have the right to cancel their order within 14 days of receiving their goods.
If you wish to cancel or return an eligible order, please contact Strand Society Ltd within the applicable cancellation period.
Once you have notified us of your return, the goods must be returned in accordance with the instructions provided.
Products must be returned in their original condition.
Hair extensions must not have been worn, installed, brushed, washed, cut, coloured, toned, bleached, chemically treated or otherwise altered.
Where applicable, original packaging, security seals, hygiene seals, packaging ties and labels must remain intact.
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2. HAIR EXTENSIONS, HYGIENE & OPENED PACKAGING
For hygiene and product-integrity reasons, customers should fully inspect the colour, shade, length, weight and extension method before breaking any hygiene/security seal or removing the hair from its packaging ties.
Certain sealed products that are unsuitable for return for health protection or hygiene reasons may be exempt from the statutory cancellation right once the relevant seal has been broken, where the statutory hygiene exception applies.
Government guidance recognises that sealed goods supplied for health or hygiene reasons can be treated differently once unsealed.
Opening packaging does not, however, remove a customer’s statutory rights where goods are faulty, damaged, not as described or otherwise fail to conform to the contract.
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3. RETURN POSTAGE
For an eligible change-of-mind return, the customer is responsible for arranging and paying the cost of returning the goods to Strand Society Ltd.
We strongly recommend using an insured, tracked or recorded delivery service and retaining proof of postage.
Strand Society Ltd cannot accept responsibility for a returned parcel until it has been received by us.
Where goods are faulty, incorrect or otherwise fail to conform to the contract, return-postage costs and arrangements will be handled in accordance with the customer’s statutory rights.
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4. EXCHANGES
If you wish to exchange an eligible unused product for another colour, length, method or product, please contact us before returning it.
For voluntary exchanges of non-faulty products, the customer is responsible for the cost of returning the original product and any applicable postage cost for sending the replacement product.
Alternatively, we may ask you to return the original item for a refund and place a new order for the required product.
All products submitted for exchange must satisfy the eligibility and hygiene requirements contained within this policy.
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5. REFUNDS
Eligible returned products will be inspected upon receipt.
Once a return has been approved, the refund will be made to the original payment method.
Where statutory cancellation rights apply, refunds will be made within the timescales required by applicable UK consumer law.
Strand Society Ltd does not charge a restocking fee for an eligible consumer return.
Please note that a restocking fee and return postage are different. Where this policy states that the customer is responsible for return postage, the customer remains responsible for that cost.
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FAULTY HAIR & OUR 9-MONTH GUARANTEE
6. REPORTING A POSSIBLE FAULT
If you believe your Strand Society hair extensions have developed a manufacturing or quality fault, please contact us as soon as reasonably possible.
Please provide:
* Your full name and order number
* Date of purchase
* Date the hair was installed
* Extension method used
* Details of the professional who installed the hair, where applicable
* A clear description of the problem
* Photographs and/or videos showing the reported issue
* Details of your aftercare routine and products used
* Details of any colouring, toning or chemical treatments applied to the hair
We may require additional information before assessing the claim.
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7. 9-MONTH STRAND SOCIETY HAIR GUARANTEE
Where stated at the point of sale, Strand Society hair extensions are supplied with our 9-month commercial hair guarantee, subject to the conditions of that guarantee and appropriate installation, maintenance and aftercare.
The guarantee is designed to cover qualifying manufacturing or product-quality defects.
The 9-month guarantee is an additional commercial guarantee. It does not replace, restrict or reduce any statutory rights a consumer may have under UK law.
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8. MANUFACTURER TESTING & FAULT REPORT
Where a claim is made under our 9-month hair guarantee, the hair may need to be returned for examination and testing.
Our manufacturer supports the 9-month guarantee and may therefore be required to test the returned hair and produce an assessment/report before Strand Society Ltd can determine whether the reported issue falls within the guarantee.
Testing may consider factors including:
hair condition • fibre/cuticle condition • product build-up • chemical exposure • colouring or toning • bleaching • heat exposure • chlorine exposure • installation • maintenance • aftercare products • washing routine • environmental damage • general wear and any other relevant factors.
Customers must therefore retain the affected hair if they intend to make a guarantee claim.
We cannot complete a claim under the manufacturer’s guarantee until any required examination/testing has been completed and the manufacturer’s findings have been received.
Where the assessment confirms a qualifying manufacturing defect, we will proceed with the appropriate remedy under the guarantee and/or applicable statutory consumer rights.
Where testing indicates that deterioration resulted from an excluded cause rather than a manufacturing defect, the claim may not be covered by the commercial guarantee.
A manufacturer’s report may be used as evidence when assessing a claim, but it does not override the customer’s statutory rights.
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IMPORTANT HAIR CARE EXCLUSIONS
9. CHLORINE & SWIMMING POOLS
Strand Society hair extensions must not be exposed to chlorine or chlorinated swimming-pool water.
Chlorine can cause significant deterioration to processed human hair, including dryness, tangling, matting, discolouration, weakening and changes to the texture and integrity of the hair.
Chlorine exposure voids our commercial hair guarantee for resulting damage.
Where hair extensions have been exposed to chlorine or chlorinated swimming-pool water, damage or deterioration attributable to that exposure will not be covered by the Strand Society 9-month commercial guarantee.
If examination or manufacturer testing identifies evidence consistent with chlorine exposure, a guarantee claim relating to that damage may be declined.
Customers travelling or using swimming pools are responsible for protecting their extensions from chlorinated water.
This exclusion applies to the 9-month commercial guarantee and does not exclude any statutory rights that cannot lawfully be excluded.
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10. SEA WATER, HOLIDAYS & ENVIRONMENTAL EXPOSURE
Customers should take additional precautions when wearing hair extensions on holiday or when exposing them to sea water, strong sunlight, sunscreen, tanning products, hard water or other environmental conditions.
These factors can affect the colour, texture and condition of processed human hair.
Damage caused by external/environmental exposure rather than an inherent product defect is not covered by the 9-month commercial guarantee.
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11. COLOURING, TONING & BLEACHING
Human hair extensions may have already undergone professional colouring and/or processing during manufacture.
Any subsequent colouring, toning, bleaching, lightening or chemical treatment is undertaken at the customer’s own risk and instantly voids the customers rights of the 9 month guarantee policy and also voids our returns and refunds policy.
We strongly recommend that a professional strand test is performed before applying any colour, toner or chemical treatment to the full set of extensions and consider that placing additional chemicals onto the hair voids the strand society returns policy.
We cannot guarantee the outcome of third-party colouring or chemical processing.
Damage, deterioration, discolouration, dryness, breakage or changes in texture resulting from colouring, toning, bleaching or chemical alteration are not considered manufacturing defects under our commercial guarantee.
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12. HEAT & AFTERCARE
Hair extensions must be cared for correctly and in accordance with the Strand Society aftercare recommendations.
Damage caused by matters including:
excessive heat • incorrect washing • unsuitable shampoos/conditioners • incorrect brushing • sleeping with wet hair • product build-up • incorrect maintenance • matting caused by inadequate aftercare • incorrect installation • chemical treatments or misuse
may not be covered by the 9-month commercial guarantee.
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13. INSTALLATION
Hair extensions should be installed and maintained using techniques appropriate to the extension method and the client’s natural hair.
Damage caused to the extensions by incorrect installation, incorrect maintenance, cutting or modification of the product, inappropriate removal or another installation-related issue is not considered a manufacturing defect.
Where relevant to a guarantee claim, we may request information concerning the installation and maintenance of the hair.
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FAULTY GOODS & STATUTORY RIGHTS
14. YOUR CONSUMER RIGHTS
The Strand Society 9-month guarantee operates in addition to your statutory rights.
If goods are faulty, not of satisfactory quality, not fit for purpose or not as described, customers may have remedies under the Consumer Rights Act 2015, irrespective of the separate terms of our commercial guarantee.
Our manufacturer-testing procedure and guarantee exclusions are not intended to remove rights that cannot lawfully be excluded.
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15. PRODUCTS DAMAGED AFTER SUPPLY
Not every deterioration in hair extensions constitutes a manufacturing fault.
Hair is subject to wear and its condition can be affected significantly by installation, maintenance, products, heat, chemicals, environmental exposure and aftercare.
Where assessment demonstrates that an issue has resulted from something occurring after supply rather than an inherent fault with the product, it may not qualify under the 9-month commercial guarantee.
Each claim will be considered based upon the circumstances and available evidence.
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HOW TO MAKE A RETURN OR GUARANTEE CLAIM
Please contact us before returning any goods so that we can provide the appropriate instructions.
Email: Strandsociety@mail.com
Returns Address:
Strand Society Ltd
Unit 12 Blackgate Lane Business Park
Dunscar Way
Tarleton
Preston
PR4 6NP
Please include your name and order number with the return and retain your proof of postage.
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IMPORTANT
This Returns, Exchanges & Hair Guarantee Policy forms part of our customer terms and should be read alongside our Terms & Conditions and applicable aftercare/guarantee information.
Nothing in this policy excludes or restricts a consumer’s statutory rights.
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TRAINING COURSES, COURSE BOOKINGS & EDUCATIONAL SERVICES
Please note: the returns policy for physical products does not apply to training courses. Training courses are educational services and are subject to our Training Course Terms set out below.
All training courses provided by Strand Society Ltd are supplied as educational and training services and are not the sale of physical goods. Accordingly, the returns provisions applicable to hair extensions, tools and other physical products do not apply to training-course bookings.
Course Fees and Deposits
Where permitted by law, deposits and booking fees paid to secure a training-course date are non-refundable. This is because your booking reserves a specific training place, tutor time and/or training resources which may prevent that place from being offered to another student.
Once any applicable statutory cancellation period has expired, course fees are non-refundable, except where Strand Society Ltd cancels the course or where the customer has a statutory right to a refund.
Consumer Cancellation Rights
Nothing in this policy excludes or restricts any rights a consumer has under applicable UK consumer law.
Where a training course is booked online, by telephone or otherwise at a distance, a consumer may have a statutory 14-day cancellation period, subject to the applicable legal exceptions.
Where the customer expressly requests that the training service begins during the statutory cancellation period, their cancellation rights may be affected once performance of the service has commenced. Where the service has been fully performed following the customer’s express request and acknowledgement, the statutory right to cancel may be lost where permitted by law.
Cancellations by the Student
Where a student cancels outside any applicable statutory cancellation rights, payments already made will not normally be refunded.
At the discretion of Strand Society Ltd, we may allow the student to transfer their booking to another available training date. Any transfer is subject to availability and our applicable rescheduling terms.
Failure to attend a booked course, arriving too late to participate, or voluntarily leaving a course after it has commenced does not entitle the student to a refund.
Training Already Commenced
Once a student has attended or commenced a training course, the course will be regarded as having commenced as a service. A student will not be entitled to a refund simply because they change their mind, decide not to complete the course, or subsequently decide that the course is not suitable for them, subject always to their statutory rights.
Course Materials, Kits and Digital Content
Where a course includes training manuals, educational materials, starter kits, tools, products, certificates or access to digital training content, different cancellation provisions may apply to those elements.
Where digital content is supplied immediately with the customer’s express consent and acknowledgement that doing so may affect their cancellation rights, the customer’s statutory cancellation right in respect of that digital content may be lost once supply begins, where permitted by law.
Opened, used or personalised training materials or kits cannot simply be returned as part of a course cancellation unless the customer has a statutory right to do so.
Rescheduling
Where Strand Society Ltd agrees to transfer a booking to another date as a gesture of goodwill, this does not convert the original payment into a refundable payment. A transferred booking remains subject to these terms.
Repeated requests to reschedule may be refused.
Cancellation by Strand Society Ltd
If Strand Society Ltd has to cancel a training course, the student will normally be offered either an alternative available training date or a refund of the course fees paid for the cancelled service, as appropriate.
Strand Society Ltd will not exclude any liability or remedy which cannot legally be excluded under UK consumer law.
Results and Certification
Completion of a training course does not guarantee employment, business income, future earnings or any particular commercial result.
Where assessment or competency requirements apply, certification may be subject to the student successfully completing the required practical and/or theoretical elements of the course.
Statutory Rights
Nothing within this Training Course Policy is intended to exclude, restrict or override a customer’s statutory rights under applicable UK consumer legislation.
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