Terms & Conditions
Routes Hair Extensions LTD
Terms of Sale
By placing an order through the Routes Hair Extensions Ltd website, you agree to the following terms and conditions of sale. These policies are designed to ensure a clear, fair, and professional shopping experience for all customers.
We reserve the right to amend these Terms of Sale at any time without prior notice. The version displayed at the time of purchase will apply to your order.
General Information
All prices on our website are shown in GBP (£) and include VAT where applicable.
We reserve the right to update prices, product descriptions, and availability without prior notice.
Orders are accepted at our discretion and become binding only when dispatched.
Privacy Policy
Routes Hair Extensions Ltd is committed to protecting your privacy and complying with UK data protection law (GDPR).
• We do not store credit or debit card details. All payments are processed securely through our approved third-party payment gateways.
• We never share or sell customer data with any third parties, except where required by law or for fraud prevention.
• We may store limited personal information (excluding payment data) internally to improve our services, fulfil orders, and better understand customer needs.
• If you experience difficulty accessing your account, you may reset your password or shop as a guest. Trade discount codes may still be used when applicable.
• Our premises use CCTV and security cameras for safety and loss prevention. Images may be shared with law enforcement in the event of criminal activity or theft.
For full details, please refer to our separate Privacy Policy page.
Cancellation Policy
Once payment has been processed, we are unable to amend or cancel orders before dispatch.
Customers may, however, return unused and unopened items within 14 days of receipt for a refund or exchange in accordance with our Returns Policy.
Refunds will be issued within 2 working days of receiving returned goods, and you will receive an email confirmation once the refund has been processed.
Please note that your bank may take an additional 3–5 working days to credit funds back to your account.
Before fitting or using any product, please check that you are satisfied with the shade, method, and length, as once the hair has been used or fitted, it cannot be exchanged or refunded.
Routes Hair Extensions Ltd cannot be held liable for return parcels lost in transit. Customers are responsible for returning goods via a tracked and insured postal service, including a copy of their invoice or order number.
Returns of Unused Items
Customers may return unused items within 14 days of receiving their order, provided that the goods are in original packaging and in resaleable condition.
To qualify for a refund or exchange, the following conditions must be met:
• Hair extensions must not have been fitted, handled, brushed, or removed from their packaging.
• Packaging, seals, and tags must remain intact and undamaged.
• A return form or note including the original order number and contact details must be included with the return.
Returns that do not meet these conditions will not be accepted and will be returned to the customer at their expense.
We recommend returning all goods via a tracked and insured postal service, as Routes Hair Extensions Ltd cannot be held responsible for parcels lost in transit.
Refunds for eligible returns will be processed within 2 working days of receipt, and funds typically clear within 3–5 working days depending on your bank.
Returns Policy - Faulty Goods & Extended Guarantee
Hair extensions are a consumable and perishable item, so all potential quality concerns must be reported to info@routeshair.com within 30 days of receipt.
Complaints or returns submitted after this period cannot be accepted unless the item is covered under our Extended Guarantee.
1. Aftercare & Guarantee Conditions
• We only guarantee the quality of Routes Hair Extensions when used exclusively with the official Routes Aftercare range – Shampoo, Conditioner, and Protect & Feed Protein Spray.
• To qualify for the guarantee, these aftercare products must be purchased at the same time as the extensions and used throughout the lifespan of the hair.
• Using alternative shampoos, conditioners, or treatments voids all guarantees, as incompatible ingredients can alter or damage the hair’s structure and performance.
Our standard guarantee applies for 30 days from receipt, provided all aftercare requirements are met.
2. Extended Guarantee Eligibility
Customers who purchase Routes Hair Extensions together with the full size aftercare trio each month ongoing automatically receive our Extended Guarantee, which provides up to 120, 180, or 210 days of coverage depending on the hair range purchased (Luxury, PG, or MVP).
The Extended Guarantee covers manufacturing and quality faults only and is conditional upon:
• The hair being fitted by a qualified and insured professional.
• The exclusive use of Routes Aftercare products throughout the wear period.
• Proof of purchase for both hair and aftercare being supplied when making a claim.
The Extended Guarantee does not cover damage caused by poor fitting, environmental factors (such as water quality or heat exposure), incorrect aftercare, or chemical alteration (e.g., toning, colouring, or purple shampoo).
Full details of coverage, exclusions, and claim procedures can be found on our dedicated Extended Guarantee page.
3. Assessment & Testing
To enable our team to assess any complaint or quality concern, customers must provide the following:
• Original proof of purchase for both the hair extensions and the Routes Aftercare products used.
• A detailed written description of the issue, supported by clear images where possible.
If we confirm that the aftercare terms and conditions have been followed, we will then request that the hair is returned for assessment.
Returned items must be received within 14 days of our response.
Only the quantity of hair returned will be reviewed or exchanged, verified by strand/tape count or weft length.
Exchanges or replacements depend entirely on the accuracy and honesty of the information provided at the time of submission.
Hair that has been coloured, toned, exposed to silver or purple shampoo, chemically altered, or treated with non-Routes products will not be tested, refunded, or replaced under any circumstances.
If any returned hair shows signs of chemical treatment, colouring, or misuse that was not disclosed, the claim will become void. In such cases, the hair will either be returned to the customer (postage at cost) or securely destroyed.
If the returned hair is examined and found not to be faulty, or the issue relates to styling, poor application, or incorrect aftercare, the same process applies – the hair will be returned or disposed of, and no refund or exchange will be issued.
4.Exclusions & Customer Responsibility
Extensions damaged through poor aftercare, exposure to chlorine or seawater, or unsuitable water quality (e.g., high iron content) are not considered faulty.
Discolouration is always caused by environmental factors such as hard water, high iron content, sun or heat exposure, and certain SPF or skincare products.
If blonde hair becomes brassy, peach, or orange-toned, this is the result of mineral deposits. A product such as Malibu C Hard Water can often help to remove mineral discolouration. Although we are happy to advise on possible causes and treatments, discolouration is outside our control, and we cannot guarantee that any advice or products will fully remove it. This issue is environmental and not covered under any guarantee.
We recommend saturating and washing the hair with bottled or filtered water when abroad or in areas with high mineral or iron content, and avoiding skin creams or sun creams containing Avobenzone (Butyl Methoxydibenzoylmethane).
Synthetic hair extensions must only be heat-styled at temperatures up to 180°C. Changing the original pattern is not advised – for example, do not wave straight hair or attempt to straighten wavy hair. Synthetic hair cannot be coloured or tinted.
Routes Hair Extensions Ltd accepts no liability for any additional costs such as removal, reapplication, travel, or loss of income resulting from alleged faulty goods.
5. Professional Use Requirement
All products are sold on the understanding that they will be applied by a fully qualified and insured professional.
Routes Hair Extensions Ltd cannot accept responsibility for damage, injury, or poor results caused by incorrect application or aftercare.
6. Returns Handling & Disputed Items
Goods remain the responsibility of the customer until safely received by Routes Hair Extensions Ltd.
All returns should be sent via a tracked and insured postal service with appropriate packaging to prevent damage in transit.
Items returned outside the scope of this policy will be classified as “In Dispute.”
“In Dispute” goods will not be refunded or replaced. We will hold these items for 30 working days and can return them to you at your cost; otherwise, they will be securely destroyed.
Backorders
At Routes Hair Extensions Ltd, we work hard to maintain high stock levels across all product ranges. However, due to the popularity of certain shades and methods, items may occasionally go out of stock. In these cases, customers have the option to place a backorder to secure their chosen product from the next available batch.
1. Order Placement & Fulfilment
When an item is purchased on backorder, it is reserved for you and will be dispatched as soon as new stock arrives.
We aim to fulfil backordered items within approximately 2–3 weeks, following a strict first-come, first-served rotation.
Dispatch times are estimates only and may be extended due to factors beyond our control, including supplier delays, customs processing, or shipping disruptions.
2. Combined Orders (In-Stock & Backordered Items)
If your order contains a mix of in-stock and backordered products, the full order is usually dispatched together once all items are available.
If you wish to receive the in-stock portion of your order earlier, we can arrange split shipping upon request.
Please note that additional postal or courier charges may apply for separate shipments.
3. Communication & Updates
Customers will be notified if any significant delay occurs. We always strive to keep you informed of expected restock dates and dispatch timelines.
Backorder delivery estimates are provided in good faith but are not guaranteed due to the variable nature of manufacturing and international supply chains.
4. Liability & Cancellations
By placing a backorder, you acknowledge that dispatch and delivery times are subject to change.
Routes Hair Extensions Ltd cannot be held responsible for any loss, inconvenience, or third-party costs (including missed appointments or loss of earnings) resulting from a delayed backorder.
Customers may request to cancel a backorder prior to dispatch for a full refund at any time.
Delivery Policy
At Routes Hair Extensions Ltd, we take great care to ensure all orders are processed quickly and shipped safely through our trusted courier partners. Our goal is to provide a fast, reliable, and transparent delivery service for every customer.
1. Dispatch Schedule
Orders placed Monday to Friday before 5:00 pm (UK time) are dispatched the same working day wherever possible.
Orders placed after 5:00 pm will be dispatched on the next working day.
Orders received after 5:00 pm on Fridays or over the weekend will be dispatched on the following Monday (excluding public holidays).
Please note that dispatch times may vary during peak periods, sale events, or national holidays. We will always aim to keep customers informed of any significant delays.
2. Delivery Options
We offer a range of standard and express delivery services so that you can choose the option best suited to your needs.
Full details, including delivery times, pricing, and courier terms, can be viewed on our dedicated Delivery & Returns page.
All parcels are sent using tracked courier services for your peace of mind. Once an order has been dispatched, you will receive an email confirmation containing your tracking number and courier link.
3. Customer Responsibility
It is the customer’s responsibility to ensure that all shipping and delivery details provided at checkout are accurate and complete.
Routes Hair Extensions Ltd cannot accept responsibility for delays, failed deliveries, or loss caused by incorrect or incomplete address information.
Once dispatched, all parcels are handled by third-party couriers, and their individual terms and service conditions apply.
4. Delivery Times & Liability
Estimated delivery times are provided as a guide only.
While we always aim to meet these timeframes, Routes Hair Extensions Ltd cannot be held liable for courier delays, postal disruptions, or other events beyond our control once the parcel has been collected by the courier.
Our liability is limited strictly to the value of the goods purchased and does not extend to third-party costs or consequential losses, such as loss of earnings, missed appointments, or additional client expenses due to late or failed delivery.
Safe Space & Letterbox Deliveries
At Routes Hair Extensions Ltd, we use trusted national courier partners to deliver all parcels safely and efficiently. Our delivery options include:
• Standard Delivery: 3–5 working days
• Express Delivery: 1–2 working days
By selecting either of the above shipping options, you agree to the parcel being delivered through your letterbox or to a designated safe space, as permitted by the courier.
1. Delivery Confirmation & Responsibility
Once the courier marks your parcel as “Delivered”, which may include confirmation via GPS tracking, photographic evidence, or delivery scan, the parcel is legally considered successfully delivered.
At this point, full responsibility for the parcel transfers to the customer.
Routes Hair Extensions Ltd is not liable for any loss, theft, or damage that occurs after delivery confirmation, including parcels left in a letterbox, safe space, porch, or with a neighbour.
2. Accuracy of Delivery Information
It is the customer’s responsibility to ensure that all delivery details are correct and secure at the time of ordering.
Claims cannot be made for items lost or damaged following confirmed delivery to the address, safe space, or neighbouring property provided at checkout.
3. Safe Space & Neighbour Deliveries
When a courier delivers to a safe space, this may include delivery to:
• The property’s letterbox or porch,
• A nominated safe space on the premises, or
• A nearby neighbour’s house or safe location.
Once tracking data shows successful delivery to one of these areas, Routes Hair Extensions is deemed to have fulfilled its delivery obligation in full.
If you cannot locate your parcel after a confirmed delivery, please first check with neighbours and all potential safe spaces.
If tracking shows proof of delivery and the parcel remains missing, this would be considered a theft, and you should contact your local police service for further assistance.
4. Our Commitment
While we always dispatch parcels securely and on time, we cannot intervene or issue replacements for items after courier confirmation of delivery.
We strongly recommend ensuring your safe space or letterbox is secure and weatherproof to avoid risk of loss or damage.
Items Lost in Transit
At Routes Hair Extensions Ltd, all orders are dispatched using tracked and recorded courier services to ensure safe and secure delivery. Every parcel includes tracking information so customers can follow their order’s progress from dispatch to delivery.
1. Reporting a Lost Parcel
In accordance with courier regulations, a parcel cannot be classed as lost until a specific period has passed after shipment.
For UK deliveries, an item will not be deemed lost or eligible for investigation until 20 working days have passed from the original dispatch date.
For international deliveries, an item will not be considered lost or delayed until 25 working days have passed.
2. Refunds and Replacements
Due to these courier policies, Routes Hair Extensions Ltd is unable to issue refunds, replacements, or exchanges for any parcel reported as missing before the timeframes above have elapsed.
Once the required period has passed and the courier confirms the parcel as officially lost, Routes will arrange an appropriate replacement or refund in line with our Delivery and Returns Policy.
Routes Hair Extensions Ltd cannot and will not be held responsible for any third-party costs, consequential losses, or indirect damages resulting from a lost or delayed order.
This includes – but is not limited to loss of time, missed salon or fitting appointments, loss of income or earnings, additional client costs, or any other related expenses caused by courier delays, errors, or non-delivery.
Our responsibility is limited solely to the replacement or refund of the goods once the parcel is officially confirmed as lost by the courier in line with our Delivery Policy.
3. Tracking and Customer Responsibility
Customers are responsible for checking the tracking information provided at dispatch and ensuring that all delivery details supplied at checkout are accurate and complete. Routes Hair Extensions Ltd is not liable for loss or delay resulting from incorrect addresses, uncollected parcels, or third-party courier errors.
4. Overseas Deliveries
Please note that international deliveries are subject to customs inspections and local postal processes, which may cause delays beyond our control.
Late Deliveries
At Routes Hair Extensions Ltd, we aim to ensure that all orders are dispatched promptly and handled with care. However, once an item has been collected by a courier or postal service, it becomes the responsibility of that third-party delivery provider.
1. Responsibility for Delivery
Routes Hair Extensions Ltd cannot be held responsible for late, lost, or damaged deliveries caused by courier delays, postal strikes, incorrect addresses, adverse weather, or any other factors outside of our direct control.
While such issues are rare, they are entirely managed by the delivery company once your parcel leaves our warehouse.
Furthermore, Routes Hair Extensions Ltd cannot and will not be held responsible for any third-party costs or consequential losses arising from delivery delays or courier errors. This includes, but is not limited to, loss of time, missed fitting appointments, loss of earnings, or additional expenses incurred as a result of late delivery.
2. Support with Delivery Issues
If you experience any delivery problems, our team will always work with you to help resolve the issue with the courier. We will provide tracking details, contact information, and assistance where possible to help locate or resolve a delayed parcel.
We fully understand that delivery delays can be frustrating, but please note that once dispatched, the timing and handling of the parcel are beyond our control.
3. Replacement & Exchange Policy
To protect against fraudulent claims, Routes Hair Extensions Ltd cannot send a replacement or issue an exchange until the original parcel has been returned to our premises. If you require a replacement urgently, we recommend placing a second order for the new item and returning the original once it arrives. Refunds or exchanges will be processed in accordance with our Returns Policy after the original parcel has been received and inspected.
4. Delivery Advice
For time-sensitive orders, customers are advised to select a tracked or next-day delivery service at checkout and to ensure that delivery information provided is accurate and complete. Once dispatched, all parcels are subject to the terms and conditions of the chosen courier service.
Colour Match Service
At Routes Hair Extensions, we offer a complimentary colour matching service designed to help customers select the most suitable shade for their hair extensions. While we take great care to provide accurate and professional guidance, this service is offered as a visual guide only and should not be considered a guaranteed match.
1. Accuracy of Colour Representation
Colours may appear differently across devices due to variations in lighting, monitor brightness, and screen calibration.
Routes Hair Extensions Ltd cannot be held responsible for any difference in shade or tone between the product received and how it appeared in photographs or colour matching suggestions.
2. Advisory Nature of the Service
Our Colour Matching service is intended solely as a helpful recommendation based on the information and photos provided. Our Colour Matching service is based on the information and photographs provided and should be viewed as a helpful recommendation rather than an exact guarantee.
We strongly recommend purchasing the appropriate Routes Hair Extensions Colour Ring for the specific range you intend to order. Each of our hair ranges – such as Luxury, MVP, and Too Good To Be True – has its own dedicated colour range and matching ring, as shades are completely different from one range to another.
3. Liability
By using the Colour Matching service, you acknowledge and agree that Routes Hair Extensions will not be liable for dissatisfaction, additional costs, or colour discrepancies resulting from reliance on online guidance or customer-submitted images.
Final responsibility for selecting the correct colour always rests with the customer or stylist.
4. Professional Recommendation
For best results, customers should compare shades in natural daylight and consult a qualified stylist familiar with Routes Hair Extensions colour systems before fitting or installation. Routes accepts no responsibility for outcomes related to incorrect shade selection, colour blending, or mismatched tones.
Routes Training Academy Courses
Routes Training Academy, part of Routes Hair Extensions Ltd – a leading provider of professional hair extension training and accredited online education for salon stylists worldwide.
Please read these Terms & Conditions carefully before enrolling in any Routes Academy course. By enrolling, you agree to the following:
1. Training Access & Duration
All online training courses include 12 months of access from the date of enrolment. After this period, access may be renewed by purchasing an additional licence.
2. Course Content & Materials
Each course provides digital education only. No physical kit, tools, or hair are included in the training purchase. Professional kits, hair, and tools are available to purchase separately via the Routes Hair Extensions website or authorised suppliers.
3. Assessment & Accreditation Requirements
To achieve Routes Academy accreditation, learners must complete all required modules and submit clear photographic evidence of a full-head fitting in the relevant method. Images must demonstrate safe sectioning, placement, and blending in line with professional standards. Routes reserves the right to refuse or delay accreditation if submitted work does not meet safety or quality expectations.
Students may resubmit assessments unlimited times within their 12-month access period.
4. Certification & Standards
Accreditation and certification are issued solely at the discretion of Routes Academy assessors once all requirements have been met to a satisfactory standard. Certificates confirm successful completion of Routes professional training but do not replace any licence to trade or required local qualifications.
5. Professional Responsibility
Routes Academy provides education and guidance only. We are not responsible for any fittings, outcomes, or client results following completion of training. Learners are responsible for obtaining professional insurance, maintaining client safety, and complying with all local salon or licensing regulations.
6. Intellectual Property
All training videos, written materials, and content remain the intellectual property of Routes Hair Extensions Ltd and may not be copied, shared, or distributed without written permission.
7. Refunds & Transfers
Access to digital training begins immediately upon purchase; therefore, all sales are final and non-refundable. In exceptional cases, course access may be transferred at Routes’ discretion.
8. General Disclaimer
Routes Hair Extensions Ltd and Routes Training Academy accept no liability for injury, loss, or damages arising from misuse of information or techniques taught within our courses. Participation in training is at the learner’s own risk.
By enrolling in a Routes Hair Extensions Training Academy course, you confirm that you have read, understood, and agreed to these Terms & Conditions.
Discount Codes & Promotions
At Routes Hair Extensions Ltd, we occasionally offer discount codes, promotional campaigns, and gifts-with-purchase as part of our ongoing customer rewards and seasonal offers. By using any discount code or participating in a promotion, you agree to the following terms and conditions.
1. General Discount Code Policy
All discount codes are limited to one per transaction unless explicitly stated otherwise. Codes must be applied at checkout and cannot be added retrospectively once an order has been placed.
Discount codes are non-transferable, not redeemable for cash, and must not be shared, republished, or distributed publicly without prior written consent from Routes Hair Extensions Ltd. We reserve the right to cancel, withdraw, or amend any discount code or promotion at any time without prior notice, particularly in cases of misuse, system error, or suspected fraud.
2. Promotional Gifts & Free Items
All promotional gifts or free items are offered subject to stock availability and may be substituted for items of equal or greater value at our discretion. If you return a product that was purchased during a promotion or as part of a gift-with-purchase offer, the free item must also be returned in its original, unused condition in order to receive a full refund. If the promotional gift is not returned, Routes Hair Extensions Ltd reserves the right to deduct or charge the retail value of the gift from the refund total.
We also reserve the right to refund only the difference in value between the purchased item and the promotional item if applicable.
3. Trade Accounts & Promotions
Discount codes and general consumer promotions do not apply to trade or professional accounts. If a trade customer wishes to use a discount code, they must log out of their trade account and shop as a guest using standard retail checkout. The coupon code box is visible only to retail customer users and cannot be combined with trade-level discounts.
4. Fair Use & Compliance
Promotions are designed to reward genuine customers. Routes reserves the right to refuse or cancel orders where misuse, automated redemptions, or unauthorised sharing of promotional codes is detected.
Decisions regarding discount code eligibility and redemption validity are final.
General Information - Legal Notice
The information, materials, and content displayed on this website are provided by Routes Hair Extensions Ltd for general information purposes only. We make every effort to ensure that the information presented is accurate and up to date; however, content is subject to change at any time without prior notice.
By using this website, you acknowledge and agree that all information, advice, and materials are used entirely at your own risk, and Routes Hair Extensions Ltd shall not be liable for any loss, damage, or injury arising from reliance on information contained within this site.
Intellectual Property & Copyright
All content, including but not limited to the design, layout, branding, images, graphics, written content, trademarks, and overall website appearance, is the intellectual property of Routes Hair Extensions Ltd or is used under appropriate licence.
Unauthorised copying, reproduction, modification, or distribution of any content from this website – whether in digital or printed form is strictly prohibited and may result in legal action. You may view, print, or download content for personal and non-commercial use only, provided that you do not alter or remove any copyright, trademark, or proprietary notices.
Trademark & Company Registration
Routes Hair Extensions® is a registered trademark of Routes Hair Extensions Ltd.
- Company Registration Number: 10129668
- Trademark Registration Number: UK00003073583
- UK VAT Registration Number: 248630690
All associated intellectual property rights, including brand names, product titles, and proprietary training systems, remain the exclusive property of Routes Hair Extensions Ltd.
Liability Disclaimer
Routes Hair Extensions Ltd will not be held responsible for any errors, omissions, or inaccuracies in website content, nor for any consequences arising from the use of information contained herein.
Use of this site indicates your acceptance of these terms and agreement to comply with all applicable UK copyright and trademark laws.