Returns & Exchanges
At The Mane Edit London, customer satisfaction is important to us. If you are not completely happy with your purchase, please read our policy below before requesting a return or exchange.
Return Eligibility
Due to the nature of hair extension products and for hygiene reasons, returns and exchanges will only be accepted where:
- The product remains unused and unworn.
- The product is in its original condition.
- All original packaging, tags, ties, labels and security seals remain intact.
- The item has not been altered, washed, coloured, cut, brushed, installed or otherwise handled beyond what is reasonably necessary to inspect the product.
We reserve the right to refuse any return that does not meet these requirements.
Return Period
Return requests must be submitted within 14 days of delivery.
Once your return request has been approved, items must be returned within 14 days of receiving return instructions.
Custom Orders
We do not currently hold stock of custom-made products. Custom orders are sourced, produced and/or prepared specifically for each customer based on their requested colour, texture, length or specification.
As these items are made specifically for you, custom orders may require additional processing time and typically take longer than in-stock or pre-order items to dispatch.
Once production or sourcing has begun, custom orders cannot be cancelled, returned, exchanged or refunded. This is because the product has been created specifically to your requirements and cannot be resold.
Returns will only be accepted where a custom-made item is found to be faulty, damaged or incorrectly supplied.
If you believe your custom order is faulty or has arrived damaged, please contact us within 48 hours of delivery, providing your order number and clear photographs of the issue. Where a fault is confirmed, we will offer an appropriate resolution, which may include a replacement, repair or refund in accordance with your statutory rights.
Sale Items
Sale, clearance and promotional items are non-refundable and non-exchangeable unless they are faulty, damaged or incorrectly supplied.
Faulty or Damaged Items
We take great care in inspecting products before dispatch. However, if your order arrives damaged, defective or incorrect, please contact us within 48 hours of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
Where a fault is confirmed, we will arrange an appropriate resolution, which may include a replacement, repair or refund.
Exchanges
Eligible items may be exchanged subject to stock availability.
If the requested replacement item is unavailable, we may offer an alternative product, store credit or refund where appropriate.
Return Shipping Costs
Customers are responsible for return postage costs unless:
- The item is faulty
- The item is damaged upon arrival
- We have sent the wrong item
We recommend using a tracked delivery service, as we cannot be responsible for returns lost in transit.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method within 5–10 working days, depending on your payment provider.
Original shipping charges are non-refundable.
Non-Returnable Items
For hygiene and quality assurance reasons, we cannot accept returns for:
- Used hair extensions
- Installed hair extensions
- Washed products
- Coloured or chemically treated products
- Cut or altered products
- Custom-made products (unless faulty)
- Sale items (unless faulty)
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
Contact Us
To request a return or exchange, please contact:
The Mane Edit London
Email: info@themaneedit.com
Please include your order number and reason for return when contacting us.
The Mane Edit London
Texture, Tailored.