Product returns and Refunds – Terms and conditions Updated April 2024
At Novo Cabelo, we are committed to your satisfaction with our hair systems and adhesives. Should you need to return a product or seek a refund, we’re here to assist you. Please review our Returns and Refund Policy below:
Returns:
- Eligibility: We accept returns for unused products in their original condition and packaging. Hair systems must not be altered or worn, and adhesives must be unopened.
- Time Frame: You have 14 days from the date of purchase to initiate a return. We are unable to process returns beyond this period.
- Return Process: To start a return, please contact our customer service team here. You will be provided with a Return Authorisation Number (RAN) and instructions for the return process. Please ensure the RAN is clearly marked on the outside of your package.
- Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
Refunds:
- Processing Time: Once we receive your returned item, our team will inspect it. Please allow 3 business days for inspection and processing.
- Refund Method: Refunds will be issued to the original payment method used for the purchase.
- Partial Refunds: In some cases, partial refunds may be granted if the returned item is not in its original condition, damaged, or missing parts.
Exchanges:
- Product Exchanges: If you wish to exchange a product for a different size or style, please contact our customer service team to arrange the exchange process.
- Exchange Eligibility: Exchanges are subject to product availability and the eligibility criteria outlined in our Returns Policy.
Non-Returnable Items:
- Used Products: Products that have been worn, altered, or used are not eligible for return or refund.
- Hygiene Products: For hygiene reasons, certain products such as opened adhesives cannot be returned.
Returns Address:
Novo Cabelo HQ
Unit 2
Church Street
Murton
Durham
SR7 9DS
Contact Us:
If you have any questions about our Returns and Refund Policy or need assistance with a return, please don’t hesitate to contact us. Our team is here to help you.
Novo Cabelo reserves the right to amend this Returns and Refund Policy at any time without prior notice.
