Returns & Refunds Policy
At Knot + Strand, we take great pride in the quality of our products. Every order is carefully inspected before it leaves us to ensure it arrives in excellent condition.
Due to the hygienic nature of human hair extensions, we are unable to accept returns on opened, worn or used products.
Returns
We accept returns only if the product is:
- Unused
- Unopened
- In its original packaging
- Returned within 14 days of delivery
To arrange a return, please contact us first at:
Please include your order number and reason for the return.
Returns sent without prior contact may not be accepted.
Non-Returnable Items
For hygiene reasons, we cannot accept returns if:
- The security seal or packaging has been opened.
- The hair has been removed from its packaging.
- The hair has been worn, installed, brushed, washed, coloured or altered in any way.
- The product is no longer in its original condition.
Damaged, Faulty or Incorrect Orders
Please inspect your order upon arrival.
If you receive:
- a damaged item,
- a faulty product,
- or the wrong item,
please contact us within 48 hours of delivery.
Email:
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photos of the packaging (if applicable)
We’ll investigate the issue and, where appropriate, offer a replacement, refund or another suitable resolution.
Refunds
Once your returned item has been received and inspected, we’ll notify you of the outcome.
If your refund is approved, it will be processed back to your original payment method.
Please allow several business days for your bank or card provider to process the refund.
Original shipping charges are non-refundable unless the return is due to our error or the item is faulty.
Exchanges
We do not currently offer direct exchanges.
If your item is eligible for return, you may return it in accordance with this policy and place a new order for your preferred product.
International Orders
We currently ship throughout the United Kingdom and Europe.
Customers are responsible for any customs duties, VAT or import charges applied by their country’s customs authorities.
Shipping charges and any customs fees are non-refundable.
If a parcel is returned to us due to an incorrect address or unpaid customs charges, any refund issued will exclude the original shipping costs.
Incorrect Delivery Information
Please ensure your shipping address is correct before placing your order.
We cannot accept responsibility for delays or losses resulting from incorrect or incomplete delivery information provided at checkout.
Need Help?
If you have any questions regarding your order or this policy, we’d be happy to help.
We aim to respond to all enquiries within 1–2 business days.