RETURN TO EXCHANGE Policy
Returns policy updated on 6th July 2020.
Returns for refund are not accepted at Emma Hirst LTD T/A Aspire Hair due to health and safety regulations in-line with current UK laws and safety regulations. If you do not agree to the below terms then please do not place and order via our website.
Return to exchange.
Should you not be happy with your item when it arrives you are eligible to return the item to us for an exchange only. We do not offer refunds on wigs and toppers due to health and hygiene reasons. Please be sure that you understand our terms and conditions BEFORE ordering via our website.
In order to authorise a return for exchange please contact us before hand to inform us of your return to exchange and also please be sure to fill in the returns form that you will find packaged with your order.
Items returned to us without prior authorisation from Aspire Hair will not be accepted.
You (the buyer) are responsible for the cost of the return postage of your item after we have authorised the return for exchange.
Return postage should be a trackable service eg - Royal mail special delivery.
Condition of your return.
If we receive your item back and the wig or hair piece has been altered in any of the following ways we will not be able to offer you an exchange and the item will be posted back to you.
- The parting must not have been changed position or altered in any way.
- Tags must remain attached.
- All paper wrap and tissue paper packing material (including wig net) must be present along with any care booklets that were originally included in the box.
- The item must show no signs and scents of wear.
- The original box must not be damaged in any way.
Should all of the above not be adhered to then your item will be unsuitable for exchange and will be returned to you.
Exceptions to the return to exchange policy.
If you receive your wig or topper and feel that there is a manufacturer fault with the piece then you may be eligible for a refund. In this case please contact us so that we can authorise a return for you and fill in the returns form that can be found in your order stating that you feel the item is FAULTY.
When we receive your item back from you we will forward this on to the distributor or manufacturer who will examine the piece carefully.
If the distributor or manufacturer find the item to be faulty you will first be offered a replacement on the piece. If you feel a replacement would be unsuitable then we will offer you an exchange for another piece. If, again, you feel an exchange would still not satisfy then we will process a refund for the returned faulty item at your request.
All returns for exchange must be authorised by Aspire Hair.
Items returned to us without prior authorisation from ourselves and/or without a completed returns form will not be accepted. The item will be returned to you.
You used to offer returns where I could request a refund. Why has your policy changed?
Our returns policy has changed due to a number of reasons.
- Recent changes in health and hygiene regulations mean that we are (in many cases) unable to return items to our manufacturers and distributors.
- We have been made aware of a small group of individuals who have been ordering in 2-3 styles at a time to simply try on at home and then return to go and purchase from different sellers who are unfortunately undercharging and devaluing some of our industries highest quality brands. As a small business we are not able to continue to do this.
- We work with many distributors and manufacturers outside of the UK and return costs to them are high. We had toyed with the idea of passing this charge on to our customers but ultimately we felt this such a high return charge would be unfair to customers.
How do I know what colour to order if I can't order in a few styles and try on at home?
We offer a free telephone / skype / zoom consultation where one of our trained and highly experienced consultants can guide you in the correct colour and style choice. You can contact us at any time to book your appointment. Alternatively, if you are close by our salon you can book a face to face appointment.
What difference does it make if you accept my return as an exchange and not a refund?
When we authorise an return to exchange for you we are able to provide you with the correct item to suit your needs which we presume is why you originally ordered from us. Your returned item is sanitised with hospital grade disinfectant spray which takes some time to dry before we can air the item and then (eventually) safely restock our shop with the piece. It's not an option for us to return your item to the manufacturer especially not during this time (covid-19 pandemic).
If we refunded every item that was returned and kept it as stock for the shop we would need to relocate pretty fast to our own private island fully stocked with wigs and hair pieces. OK, so maybe not an island but you get the point.
By offering the return to exchange policy we are ensuring that you get the item you need. Ideally if you are ever in any doubt then you should contact us to book a telephone or video consultation. These are free of charge.
Occasionally, the item you have ordered may not be immediately available from the distributor or manufacturer. Should this be the case with your order one of our team will contact you in due course with an estimated time of arrival. It is your right as a consumer at this point to either cancel your order (in which case we will issue you with a refund), accept the estimated time of arrival date and wait for your order or to change your order to a different style or colour of wig / topper of a similar price point that is currently available.
Aspire Hair reserves the right to amend or change our returns policy at any given time. If you are ever in doubt of anything then please be sure to contact us before placing an order via our website.
If anything is unclear or you have more questions feel free to contact our customer support team on 01246 432 145 or email as at email@example.com or by using the contact us form on our website. We are aware that different companies within this industry have varied rules and regulations when it comes to returns, exchanges and refunds. These are our terms.