Terms & Conditions
Routes Hair Extensions LTD

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.