Returns Policy for The Roche Hair Experience
Thank you for choosing The Roche Hair Experience. We are committed to the highest standards of quality and customer satisfaction. Please read our returns policy thoroughly to ensure you understand your rights and obligations as our valued customer.
Returns Due to Change of Mind: We regret to inform you that we do not accept returns or exchanges due to a change of mind. Please review your selections carefully before completing your purchase.
American and European Brands: Please note that products from American and European brands are non-returnable. Manufacturers govern these products with specific returns policies that incur customs charges and do not permit returns.
Photographic Documentation: All wigs are photographed prior to dispatch to document their condition. These photographs are retained to support any disputes regarding the condition of products.
Hygiene and Product Integrity: Due to strict hygiene standards and the intimate nature of wigs, we cannot accept returns unless the items are faulty. This policy is to ensure the safety and health of all our customers.
Non-Returnable Items: Custom-made wigs and products tailored to individual specifications are not returnable unless they are faulty.
Defective Products
Faulty Products: In accordance with UK consumer law, you are entitled to return products that are faulty upon receipt. Faulty items can be returned within 14 days of receiptfor a full refund or exchange, provided the following conditions are met:
- The product has not been used or altered in any way.
- The product is returned in its original packaging with all seals unbroken and accompanying materials intact.
Procedure for Returning Faulty Products: To return a faulty product, please follow these steps:
- Contact our customer service at roche@rochehairexperience.com within 14 days of receipt, providing your order number and a description of the fault. Please specify whether you would prefer a refund or an exchange.
- You will receive a Return Merchandise Authorisation (RMA) number and detailed instructions for returning the item.
- Pack the item securely in its original packaging and clearly mark the RMA number on the outside.
- Return the package to us using a traceable method, at your expense.
Receiving Your Refund or Exchange: Upon receipt of the returned item, we will examine it and notify you via email whether you are entitled to a refund or replacement as a result of the defect. If eligible, we will process your refund to the original method of payment.
Contact Us: If you have any questions or concerns about our returns policy, please do not hesitate to contact us at roche@rochehairexperience.com
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