Refund & Returns Policy

At Kayla’s Hair Care, all orders are prepared and dispatched with care. Please read this policy carefully before placing an order.

Order cancellations

Once an order has been dispatched, it cannot be cancelled while it is in transit.

We do not issue refunds for orders that are still in transit, being processed by a delivery provider, awaiting customs clearance, or being returned to us.

Change-of-mind returns

If you purchase online, you may have a legal right to cancel your order within 14 days of receiving it.

To request a return, you must contact us within 14 days of delivery. You then have 14 days to return the product.

To be eligible for a change-of-mind return, the product must be:

  • unused;
  • unopened;
  • in its original condition; and
  • returned with any hygiene or tamper seal intact.

Opened or used hair-care products cannot be returned for change of mind where the health and hygiene exception applies.

Customers are responsible for the cost of returning unwanted products, provided this was communicated before purchase.

Opened and used products

For health, hygiene and product-safety reasons, we do not accept change-of-mind returns of products that have been opened, used, contaminated, altered, or had an applicable hygiene or tamper seal broken.

This does not affect your rights if a product is faulty, damaged, incorrect or not as described.

International orders and customs charges

Customers ordering outside the United Kingdom are responsible for any:

  • import VAT;
  • customs duties;
  • clearance or handling fees; and
  • other charges imposed by the destination country, customs authority or local delivery provider.

These charges are not controlled by Kayla’s Hair Care and are not included in the product or delivery price unless explicitly stated at checkout.

Refusing or failing to pay customs charges does not entitle the customer to an immediate refund.

If a customer refuses to pay import charges, fails to collect a parcel, or allows a parcel to be returned to sender:

  • no refund will be issued while the parcel remains in transit or with customs;
  • the parcel must first be physically returned to Kayla’s Hair Care;
  • any refund due will only be processed after the returned parcel has been received and inspected; and
  • any deductions will only be made where permitted by applicable law.

Customers are responsible for monitoring their tracking and checking emails, text messages, spam folders and postal notifications for customs or delivery requests.

Unclaimed and refused parcels

We do not issue immediate refunds for parcels that are refused, unclaimed, not collected, or returned because customs charges were not paid.

Any refund due will only be considered once the parcel has physically arrived back with us and has been inspected.

Incorrect addresses

Customers are responsible for entering a complete and accurate delivery address at checkout.

If a parcel is returned because the address supplied was incorrect or incomplete, we will contact you after receiving the parcel back.

Additional postage charges may apply if you request redelivery.

Refund processing

Where a refund is legally due, it will be processed to the original payment method after the relevant return requirements have been met.

We do not issue refunds before a returned parcel has reached us, except where required by law.