Refund & Exchange Policy
Hair Royal Majesty – Refund, Exchange & Order Policy
Effective: Launch Date, 2026
At Hair Royal Majesty (“HRM”), we specialise in bespoke, made-to-order luxury raw hair extensions and handcrafted wigs. Every item is ethically sourced from rural Vietnam and prepared specifically for your order. We do not hold stock.
By placing an order, you confirm that you have read, understood, and agreed to the terms below.
Order Cancellations & Amendments
Customers are responsible for carefully reviewing all product details (texture, length, density, lace type, colour, etc.) before checkout.
We offer a 1-hour courtesy cancellation window from the time the order is placed for a full refund. This is offered as a goodwill gesture.
After the 1-hour period:
• Your order enters our sourcing and production process.
• Cancellations, amendments, or changes cannot be accepted.
• This reflects the bespoke, made-to-order nature of all HRM products.
Refund & Exchange Policy
Due to the hygienic nature of hair products and because all items are bespoke and made-to-order, Hair Royal Majesty operates a strict exchange-only policy in most cases.
We do not offer refunds or exchanges for:
• Change of mind
• Incorrect selection of specifications
• Personal preference
• Natural variations in raw or virgin hair (see disclaimer below)
• Any issues arising after installation, washing, colouring, heat-styling, chemical treatment, or improper maintenance
Faulty Items & Statutory Rights
Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015.
What counts as “faulty”?
A product is considered faulty only if there is a material defect that was present on delivery and not caused by customer handling. Examples include:
• Significant manufacturing defect (e.g. poorly constructed wig base that falls apart immediately)
• Major mismatch to the ordered specifications that goes beyond normal raw hair variation (e.g. completely wrong length or density)
• Clear damage or contamination that existed before use
What is NOT considered faulty?
• Natural variations in texture, wave pattern, colour tone, strand thickness, or density (normal in authentic raw/virgin hair)
• Minimal shedding, frizz, or texture changes
• Any issues that appear after installation, washing, colouring, heat styling, or chemical processing
• Results caused by improper maintenance, poor installation, or third-party stylist error
We strongly encourage customers to inspect the item immediately upon delivery (before any installation or alteration) and to provide video evidence if any concern arises.
If a genuine fault is proven, we will assess the claim individually and may offer:
• A like-for-like exchange (subject to availability of matching bespoke specifications), or
• Store credit, or
• A full refund where required by law
Step-by-Step Process for Any Exchange or Fault Claim
To match our own rigorous quality control standards and ensure fair assessment, you must follow these steps:
1. Contact us at Experience@hairroyalmajesty.com within 48 hours of delivery with your order number and a brief description of the issue.
2. Provide clear video evidence showing:
• The package being opened (with any seals intact)
• The full item laid out from multiple angles
• Close-up views of the lace (if applicable), wefts, and hair
• The specific concern (if visible)
3. Do not install, wash, cut, colour, chemically treat, or use the item in any way.
4. Wait for written Return Authorisation from HRM before shipping anything back. Unauthorised returns will not be accepted.
5. Return the item in its original unused condition with all packaging, tags, and seals (customer pays return shipping costs unless we confirm an HRM error).
All returns are subject to inspection and comparison with our dispatch records and video. Assessment may take up to 7 working days.
Delivery & Quality Control
Because every order is bespoke, we ethically source raw hair specifically for your order. All items undergo a thorough quality control inspection (including video recording) before dispatch.
Possible delays: In the rare event that the sourced hair does not meet our strict quality standards during inspection, we may need to return it to our supplier and re-source replacement hair. In such cases, we will notify you as soon as possible and provide an updated delivery estimate. We appreciate your patience as we uphold the high standards you expect from Hair Royal Majesty.
Raw Hair & Virgin Hair Disclaimer
Our raw hair is 100% unprocessed human hair sourced from individual donors. Virgin hair is lightly processed hair sourced from multiple donors.
Due to the natural origin of human hair, slight variations in texture, wave pattern, colour tone, density, and strand thickness are normal and beautiful characteristics, not defects.
We do not accept claims based on these natural variations or normal human hair behaviours such as minimal shedding or frizz.
Hair Care Responsibility
Once the hair leaves our premises, responsibility for proper care, installation, and maintenance passes to the customer. We are not responsible for issues caused by incorrect usage, harsh chemicals, excessive heat, poor installation, or lack of proper hydration.
Acceptance of Policy
By placing an order with Hair Royal Majesty, you acknowledge and agree that:
• All items are bespoke and made-to-order
• You understand the natural characteristics of raw and virgin hair
• You accept the hygiene-sensitive nature of the products
• You agree to the evidence requirements and strict conditions outlined above
We reserve the right to update this policy in line with operational needs and UK consumer law.
For any pre-order questions, please contact us at: Experience@hairroyalmajesty.com