Delivery, Refund and Returns Policy

Our Terms & Conditions must be read in combination with our Returns Policy and are an integral part of them. This Returns Policy is subject to change at any time, as we reserve the right. The last time this Returns Policy was updated was on August 21st 2023.

DELIVERY

Delivery and dispatch dates quoted are approximate only and the Company is not liable for any delay in the delivery of the Goods.
If the Purchaser fails to take delivery of the Goods or fails to give adequate delivery instructions then, without affecting any of the Company’s other rights or remedies, the Company may store the Goods until actual delivery takes place and charge for the reasonable costs (including insurance) of storage. The Company may, after 30 days, sell the Goods at the best price readily obtainable and (after deducting reasonable storage and selling expenses) account for the excess over the Price or charge the Purchaser the amount of any shortfall.
Any claim by the Purchaser relating to Products which is based on any defect in material or workmanship, a failure to correspond to the specification agreed in writing or for non or incorrect delivery (whether or not delivery is refused by the Purchaser) must be notified to the Company within three (3) working days from the date of delivery. If delivery is not refused, and the Purchaser does not notify the Company accordingly, the Purchaser is not entitled to reject the Goods and the Purchaser will be bound to pay the Price as if the Goods had been delivered in accordance with the Contract.
For any items lost in transit we are unable to report an item as missing until 10 working days after original shipment day. Due to this rule set by our couriers, we are unable to deem an item as lost until this time and will not refund or replace until 10 working days from original shipment date.
Next Day delivery cut off time is 3pm Monday – Friday.

RETURNS

All products should be returned in the original packaging, unopened in the original shipped condition. By removing any products from the packaging, the purchaser is accepting the product is of satisfactory quality and fit for purpose.

The consumer is responsible for the delivery cost for any returns, The company advises that the purchaser uses the ‘Track and Signed’ as a delivery option.

If a purchaser / consumer believes the goods to be faulty and is requesting for the goods to be sent back for testing, the fault must be reported to us within a maximum of 30 days of the receipt date. In the 1st instance the goods should be tested for quality by the purchaser by following the “A Guide to Common Concerns” document. If the purchaser, then believes there is an issue with the product, they must notify the Company that they are intending to send the products back for testing. Once received goods will be tested and the findings communicated to the purchaser within 30 days.

All returns must have a fully completed Hair Report Form. Any goods received without the appropriate paperwork will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 90 days will result in the goods being destroyed.

The Company will not reimburse for any costs incurred including but not limited to, carriage, removal, and application costs. Issues with incorrect application must be covered financially by the Purchaser.

Fading of the hair will naturally occur over time and this is not deemed as a manufacturing fault. The Company will not accept liability of the product it is has deemed to have deteriorated due to general wear and tear, misuse, or neglect. The Company will not accept liability for any product not used for its original specification

Returns instructions –
Please get in touch with our team via email – returns@capellilondon.co.uk to request a returns form and post your item and returns form back to us to the following address :

Arena Business
Unit E1
BH17 7FJ
Poole