Routes Hair Extensions Ltd terms and conditions



Terms of Sales

We reserve the right to amend this Terms of Sale Policy at any time.


Privacy Policy

We do not store credit/debit card details nor do we share customer details with any 3rd parties. If you have trouble logging in to your account you can reset your password or shop as a guest via the website (and you can still use your trade discount code if applicable).

We may store your information (not payment information) internally to help us understand our customer needs and bring a better service to you. Again this will never be shared/sold/distributed with 3rd parties unless we are required to do so by law.

We record images of all people entering our store. These will be used for security purposes, including reporting crimes to the Police. We will also publish images of people who steal or commit other crimes on our premises.


Cancellation Policy

Please note we are not able to make changes to your order once placed and once payment has been processed orders cannot be cancelled. However you can return your unused purchase within 14 days of receiving your order for exchange or refund. Once we receive returned goods we aim to process your refund within 2 working days and you will be notified via email when the refund has been actioned. After we have submitted refunds your bank will typically take 3-5 working days to clear the funds into your bank account.

Before any products are used you should check that you are happy with the product shade, method, length etc so discrepancies can be easily resolved if the items are returned unused in new condition and not removed from packaging. Once you fit the item we are unable to exchange the product for you. Routes Hair Extensions LTD can not be held liable for return items that do not reach us. Please send all returns on a traceable service to insure against loss in the post with a copy of your invoice or note with the order number.


Return policy, Faulty goods and Aftercare Terms and Conditions

Extended Guarantee

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:

- Routes shampoo
- Routes conditioner
- Routes Protein spray (this item must not be left out as it is a key product that nourishes the hair daily and keeps the hair from drying out)

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.


Usage and Volumes of Aftercare Products Required for Extended Guarantee

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).


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.

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.


How Long the Extended Guarantee Covers

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:

- Luxury Hair: 120 days of cover
- Premium Gold Hair: 180 days of cover
- Mvp Hair: 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.


Backorders

If items are out of stock at time of ordering they can be reserved on back order. We aim to fulfil such orders within 2-3 weeks in strict order rotation. Occasionally there may be an extended delay in dispatching these orders due to circumstances beyond our control.
Orders that contain items that are part in stock and part on backorder are usually despatched together when all the order is available. If you require part of the order sending separately you may be subjected to additional postal charges.


Delivery Policy

We dispatch all orders made before 5pm on a weekday (Monday–Friday) the same day. No orders are dispatched on weekends or bank holidays.
It is the customers responsibility to ensure that the delivery details are submitted correctly.
By selecting services that include Safe Space or Letterbox delivery, you agree to take full responsibility for the items once the delivery confirmation is in place. This means that once the package is confirmed as delivered to your address safe space location or letterbox, Routes Hair Extensions is not liable for any loss, theft, or damage to the items. Please ensure that the order address is correct, as no claims can be made for items that go missing or are damaged after delivery confirmation.


Items Lost in Transit

On the rare occasion that a delivery fails to arrive due to our courier service we will not be able to send out any replacement goods until the original parcel has been confirmed as lost in transit. This can take up to 30 days.


Late Deliveries

Delivery times are quoted in good faith, we cannot accept liability for any expenses or other costs incurred due to failed or late deliveries. In the case of a guarenteed timed delivery arriving after the specified time frame we will reimburse the cost of the delivery to you.
On the rare occasion that a delivery fails to arrive due to our courier service we will not be able to send out any replacement goods until the original parcel has been confirmed as lost in transit. This can take up to 30 days.


Colour Matching

Whilst we endeavour to give the best advice over social media and via email, Routes will not be held responsible for any disparity in colour matching. Our Colour Matching service is a guide only. We would suggest the purchase of the Routes colour ring for accurate shade selection.


Discount Codes & Promotions

Discount codes are one per use and must not be shared or published unless otherwise stated.
Any promotional items or gifts with purchase are subject to availability. Any items which are purchased with a promotional free gift must be returned with the free gift in order to receive a full refund for the original item purchased. We reserve the right to refund the difference in value of the gift with purchase.


General Information

The content of this website is for your general information and subject to change at any time without notice. The use of any of the information on this site is entirely at your own risk, for which we will not be liable. Routes Hair Extensions LTD are fully trademarked and any reproduction of our design, look, layout and graphics that are owned or licensed to us is prohibited.



ROUTES HAIR EXTENSIONS LTD 10129668
REGISTERED TRADEMARK NO: UK00003073583
UK VAT REGISTRATION NUMBER: 248630690