Återbetalningspolicy

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, Espresso Swirl and all Highlight Collection shades), and custom wigs, which are produced for your order specifically

If something is wrong with your order, please tell us. Please check your hair as soon as it arrives and email info@runwayhairuk.com with photographs, ideally within 7 days of delivery, so we can put it right quickly. If your hair is faulty, damaged, or not what you ordered, we will put it right — by repair, replacement or refund — for any fault reported within 30 days of delivery. This is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

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. For the United States, Canada and Australia, duties and import taxes are collected at checkout. For all other international orders, customs charges and import fees are the customer's responsibility and are paid to the courier on delivery — see our shipping policy. Parcels refused at delivery, left unclaimed, or returned to sender because import charges 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.