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Here at Routes, we only offer high-quality hair extensions that you can rely on. We back this promise by offering an extended guarantee on human hair extensions purchased with the correct Routes aftercare. We can’t promise there will never be a problem, but in the rare event that an issue arises, we do promise to resolve them accordingly. Routes extended guarantee is automatically granted for customers who purchase all of the following items on the same order as the hair that will be used with the aftercare:
The extended aftercare guarantee is for those who follow our aftercare recommendations as outlined below. You must be able to provide proof of purchase for both the hair extensions and haircare. Order numbers from aftercare purchased earlier than the hair extensions will not be considered.
To keep the hair extensions healthy and free from dirt and oils, we recommend shampooing and conditioning 2 to 3 times per week, with daily use of protein spray.
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).
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.
It is the customer’s own risk to wear hair extensions while on holiday overseas or in high iron content areas.
Routes will not be held responsible for any additional expenses due to faulty goods, e.g., removal or re-application costs.
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.
There is no definite lifespan for hair extensions, as they are a non-durable product. The longevity depends greatly on the care of the user and the user’s lifestyle, beyond simply using the correct aftercare products. However, for each range of our human hair, there is an approximate lifespan guide, and our extended cover will protect the following amount of coverage:
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.
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.
