Refund policy
Returns & Refund Policy
Last updated: 1/10/25
1. Overview
We want you to be completely satisfied with your purchase from KLH Hair Home & Beauty
This Returns & Refund Policy explains your rights and our procedures for returning products purchased through our website www.klhproducts.co.uk, in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
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2. Your Right to Cancel (Online Purchases)
If you purchase products online, you have the legal right to cancel your order within 14 days of receiving your goods without giving any reason.
This is known as your “cooling-off period.”
To exercise this right, you must notify us in writing (email or contact form) within 14 days of delivery. You then have an additional 14 days to return the goods to us.
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3. Conditions for Returns
To be eligible for a return, the following conditions must be met:
• Items must be unused, unopened, and in their original packaging.
• Items must be returned with all labels, seals, and protective packaging intact.
• You must include proof of purchase (e.g., order confirmation or receipt).
We reserve the right to refuse returns that do not meet these conditions.
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4. Exceptions (Non-Returnable or Limited Returns)
Due to hygiene and safety reasons, the following items cannot be returned or refunded unless they are faulty, damaged, or incorrect:
• Opened or used hair products (e.g., shampoos, conditioners, treatments, styling products)
• Opened or used beauty or skincare products
• Candles, wax melts, or diffusers that have been used, lit, or partially consumed
• Products that have been customised or personalised (e.g., engraved labels, bespoke gift sets)
• Fragrance oils or perfumes once opened
If any of the above items are faulty on arrival, please contact us immediately (see Section 7 below).
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5. How to Return a Product
To arrange a return, please contact us at:
Email: klhhairhomebeauty@hotmail.com
Please include:
• Your name
• Order number
• Details of the item(s) being returned
• Reason for return
We will confirm the return address and provide instructions.
Return Shipping:
• You are responsible for return postage unless the item is faulty or incorrect.
• We recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.
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6. Refunds
Once your return is received and inspected, we will notify you of approval or rejection of your refund.
If approved:
• Refunds will be processed within 14 days to your original payment method.
• Original shipping costs will be refunded only if the entire order is returned.
• If you only return part of an order, delivery costs are non-refundable.
If your return is rejected (e.g., due to opened packaging or signs of use), the product will be sent back to you, and no refund will be issued.
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7. Faulty, Damaged, or Incorrect Items
If an item arrives faulty, damaged, or incorrect, please contact us within 7 days of receipt.
We may request photos of the product and packaging to assist with our quality checks.
Where the item is found to be faulty or incorrect, we will:
• Offer a replacement, exchange, or full refund (including return postage costs).
This does not affect your statutory rights under the Consumer Rights Act 2015.
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8. Exchanges
We currently only offer exchanges for unopened, unused products of equal value (subject to stock availability).
Please contact us before returning any item for exchange to ensure we can accommodate your request.
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9. Late or Missing Refunds
If you haven’t received a refund after 14 days:
1. Check your bank account again.
2. Contact your credit card company or bank (processing times may vary).
3. If you’ve done all this and still haven’t received your refund, please contact us at klhhairhomebeauty@hotmail.com
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10. Contact Us
If you have questions or wish to make a return, please contact us at:
KLH Hair Home & Beauty
Email: klhhairhomebeauty@hotmail.com
11. Your Statutory Rights
This policy does not affect your legal rights under UK consumer law.
You can learn more about your rights from the Citizens Advice Bureau or Trading Standards: