Refund policy

Returns & Exchanges Policy

Our hair is made to order and, for hygiene reasons, cannot be resold once it has left us. We are not able to accept returns, refunds or exchanges for change of mind.

This includes:

• Choosing the wrong shade, length or texture
• Deciding you no longer want the hair, or no longer need it in time for an event
• Hair that has been opened, worn, installed, washed, cut, coloured or otherwise processed
• Pre-orders and made-to-order colours (Jet Black, Light Ash Brown and all Highlight Collection shades), which are produced for your order specifically

If something is wrong with your order, please tell us. If your hair arrives faulty, damaged, or is not what you ordered, email info@runwayhairuk.com within 30 days of delivery with photographs and we will put it right — by repair, replacement or refund. This is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

Please check your hair as soon as it arrives. Colour and condition concerns are far easier for us to resolve while the hair is in the state it reached you.

Customs, duties and undelivered parcels. Customs charges and import fees on international orders are the customer's responsibility and are set out at checkout. Parcels refused at delivery, left unclaimed, or returned to sender because duties were not paid or the delivery address was incomplete are not eligible for a refund or a free reshipment. Where a parcel is returned to us, any refund we agree to issue is net of the original shipping cost and any duties, taxes or handling charges we incur on the return.

We recommend reviewing your order carefully before checkout — texture, length and colour. If you are unsure which shade or length is right for you, email us before you order and we will help.

This policy applies to all customers, in the UK and internationally.