Extended
Guarantee
Quality Guaranteed
Protect your hair extensions with an extended guarantee you can rely on.
Enjoy added peace of mind knowing your human hair extensions are covered when used with the correct Routes professional aftercare. While no hair is immune to wear, this extended guarantee ensures that if an issue does arise, it will be reviewed and handled fairly – so you’re never left unsupported.
The guarantee applies automatically when hair extensions and the required aftercare are purchased together in the same order. This ensures the hair is cared for correctly from day one, helping it perform and last as intended.
To qualify, you’ll need proof of purchase for both the hair extensions and the recommended aftercare products. Aftercare purchased separately or prior to the hair extensions is not eligible.
Follow the aftercare guidance below to keep your hair protected and your guarantee valid.
Terms of Guarantee
Usage and Volumes of Aftercare Products Required for Extended Guarantee
The volume of products required to qualify for the extended guarantee is as follows:
– 50ml of shampoo per week (full-size tube, guarantee in place for 5 weeks) or (survival set bottle, guarantee in place for 2 weeks).
– 50ml of conditioner per week (full-size tube, guarantee in place for 5 weeks) or (survival set bottle, guarantee in place for 2 weeks).
– 50ml of protein spray per week (full-size bottle, guarantee in place for 5 weeks) or (survival set bottle, guarantee in place for 2 weeks).
What Is Covered by Routes Extended Guarantee
- Unmanageable due to drying, tangling, matting
- Metal from nano tips coming away from tips
- Excessive shedding, leaving noticeable hair loss
- Tape adhesive failing (on the first fit only)
What Is Not Covered by Routes Extended Guarantee
- Gradual aging (wear and tear)
- Colour fading
- Hair that has been in contact with any chemical products such as hair coloring/toning/blue shampoos, etc.
- Excessive heat damage
- Discoloration from hard water, saltwater (sea), or chlorine
- Incorrect application of hair extensions
- Incorrect chemical contact from alternative aftercare products
- Lack of a sufficient amount of recommended Routes aftercare products purchased.
Any coloring, toning (including silver or purple shampooing), or tinting of extensions is done entirely at the customer’s own risk. We will not test, refund, or exchange any extensions that have been exposed to the above. All hair extensions must be returned in the original product color.
We strongly advise all customers using hair extensions to avoid both chlorine and seawater, as these can damage hair and hair color. It is also advisable to wash the hair in bottled water while overseas, as water containing a high iron content has been known to discolor extensions. Discoloration of hair from different water is an environmental issue and not a fault with the hair. Routes has no control over this and, therefore, will not take responsibility for discoloration of hair on holiday or in areas where water has a high iron content.
How Long the Extended Guarantee Covers
- Luxury Hair, approximate lifespan of 4-6 months: 120 days of cover
- Premium Gold Hair, approximate lifespan of 9-12 months: 180 days of cover
- MVP Hair, approximate lifespan of 12-18 months: 210 days of cover
Resolutions
Under 30 Days from Purchase:
We ask that you inspect your items carefully before use.
If there is a problem, such as the colour is not right, you are not happy with the quality in general, or the incorrect method has been ordered or sent, please contact us straight away so that we can resolve this. By using the product, you accept the product as you have received it.
If there is a manufacturer fault with any item that is unused or used in conjunction with Routes hair aftercare products, if reported to us within 30 days of purchase, we will offer either an exchange to new, a credit note for the full amount plus postage refund, or a full refund back to the payment source plus postage refund.
Over 30 Days from Purchase:
For hair that has developed a fault and been reported to us after 30 days from purchase, we will offer either an exchange for new or a credit note for the full amount plus postage refund.
The goods are the responsibility of the customer until they reach Routes. Please ensure all items are packaged properly to avoid transit damages. We would advise that goods are returned via a trackable postal service.
Please note, we can only exchange or refund the same amount of product returned to us – however, we do allow for trimming and shedding. Any missing items will not be considered for a refund or exchange.
Routes will not be held responsible for any additional expenses due to faulty goods, e.g., removal or re-application costs.
How to Report a Fault
If your hair extensions appear faulty due to quality issues, the fault must be reported to us via email at info@routeshair.com within a maximum of 30 days from the date of receipt (longer for extended guarantee purchases; please see timeframes above). This is due to hair extensions being a consumable/non-durable product.
We will send you a hair fault claim form, which you will need to complete within 7 days. You can email supporting images separately.
Once your form has been assessed, if it is appropriate for resolution, we will ask you to return all affected hair back to Routes within 14 days in order to process a resolution.
The goods are the responsibility of the customer until they reach Routes. Please ensure all items are packaged properly to avoid transit damages. We would advise that goods are returned via a trackable postal service.
Any returned goods that we receive, which are outside of this Returns Policy, will be defined as “In Dispute.” Such “In Dispute” items will not be refunded or exchanged. A reason for this decision will be provided.
We are happy to re-ship such items back to you at a cost; otherwise, they will be destroyed within 30 working days from their receipt back to us.
Goods are sold on the understanding that they will be fitted by a fully qualified and insured professional only. Due to a lack of control, no responsibility will be accepted by Routes Hair Extensions LTD for any damage or injury caused by incorrect fitting or aftercare.
