We are happy to refund your purchase within two weeks of receipt if the colour is not suitable providing the product is returned in its original condition. We do not accept exchanges.
Please note: If you are returning items purchased using a multi-buy offer, e.g. buy-one-get-one-free, you may not be refunded the full value of the returned item(s) if you do not return both the paid-for item and the free item. Sale items are non-refundable unless faulty.
For hygiene reasons we cannot accept back products which have been worn even if this is to check the product suitability. Items must be returned in their original packaging, still attached to the product backing card and with tags, gold metallic / elastic hygiene seals or security sealed stickers intact where appropriate. All products come in packaging which allows easy checking of the colour suitability without needing to remove the hygiene seals or the product from the backing card where appropriate. We reserve the right to withhold refunds until we have been able to verify that the product is unused.
The Consumer Contracts Regulations 2013 states “consumers will lose their right to cancel if they unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons”. If the buyer removed hygiene seals against instructions to the contrary, they are likely to be deemed to have ‘accepted’ the goods and are not entitled to a refund.
Please email us at email@example.com prior to shipping. If you do not email in, this may result in an extended delay in processing your returns.
Please send your returned goods to:
Aila Hair Returns
237 Ashburton Avenue, Ilford, IG3 9EJ
Please enclose the dispatch note or a note with your name, order number and reason for return.
We recommend sending by royal mail signed for service or special delivery for your own protection. Please note, we cannot accept responsibility for any product that is not received in our returns centre, please retain your proof of return, so you can dispute delivery with the courier used. For Example, if you send a parcel untracked and we do not receive the parcel, we cannot accept liability for the missing parcel and will not be able to process your return.
Your refund will be processed as soon as we have checked your returned item. Refunds will automatically be issued to the original payment method used at checkout. We usually turnaround refunds within fourteen working days from receipt of your return. It may then take a further 5-10 working days for the funds to appear on your bank statement. Please note that refund times are dictated by the card issuers and are out of our control. Premium delivery services offered at additional cost are non-refundable.