RETURNS & REFUND POLICY

Any and all refunds or price reductions agreed upon will be processed back to your original payment method which we aim to be issued back to you within 7 calendar days though we promise to make all refunds within 14 calendar days. In the event that you made payment in cash, the monies will be returned into a UK bank account of your choosing.

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APPOINTMENT DEPOSIT REFUNDS

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48 hours notice is required for rescheduling of appointments. Hair extension appointments require 72 hours notice. Appointments rescheduled with less than 48 hours notice (or 72 hours for hair extension appointments) will result in part or all of the deposit being forfeited as a late cancellation fee. In the event that we reschedule or cancel your appointment, you may request a refund if required.

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HAIR EXTENSION APPOINTMENT DEPOSITS

You must be absolutely certain you wish to proceed with the hair extensions fitting prior to booking your appointment, as hair extensions are ordered and prepared according to each individual's requirements. Therefore, hair extension appointments require an initial non-refundable deposit of at least 50%. This deposit will be deducted from your final bill. The balance must be paid in full on the day of your appointment. No-shows or appointments cancelled without 72 hours notice, will result in part or all of the deposit being forfeited depending on the exact hair extension service selected.

 

Additionally, as the hair extensions are specially ordered, reserved and/or prepared in advance for each individual client, once the deposit is paid and the order is received, those hair extensions now belong to you. Should you choose to cancel the appointment altogether, you will still be expected to pay the remaining balance allocated for the actual hair extensions and once this is received, you may collect the extensions or have them posted to you. Until that balance is paid, the deposit and hair extensions will be held onto by the salon for a maximum of 30 days before forfeiture is assumed.

 

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GOODS

 

All returnable goods purchased from Ariela London may be returned for refund, exchange or replacement within 14 days from receipt of delivery. Before sending the parcel back to us, please ensure that you fill in a Returns Form online.

You must take care of our goods whilst they are in your possession and at any time, returns must be returned in its original shipped condition and original undamaged packaging. Goods will not be accepted for returns or exchanges if they have been used, worn, styled (with or without heat appliances), cut (lace or hair), or had products applied to them such as glue or hair products.

 

Due to hygiene purposes and the nature of the products, we do not issue exchanges or refunds on Ariela Beauty Cosmetiques and hair/body care products such as shampoos, conditioners, lotions etc. If there is a problem with your order, please provide us with as much information as you can by filling out the Returns Form within 7 days of receiving your order, in order to have your complaint processed. Our Customer Service Team will aim to respond to your email within 48 hours of receipt.

You and/or your carrier are responsible for any returned goods until they reach us. Cost and Risk of return will be at your expense and we strongly recommend that you get Proof of Postage or use Royal Mail's "Tracked & Signed" service. We recommend opting for a reliable courier or Royal Mail's "Special Delivery" service if the item you are returning is valuable so that you may claim compensation should your package go missing.

We aim to make refunds within 7 calendar days of receipt back to us though promise to make all refunds within 14 calendar days from receipt of goods to our warehouse. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card time scales.

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 In Dispute items back to you at your cost, otherwise they will be destroyed within 90 calendar days from their receipt back to us.

We are unable to replace or exchange an item until the original parcel is returned to Ariela London. If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date.

Sometimes and especially if goods are purchased in advance for a present or delivered whilst on holiday, aforementioned 14 day response time scales can be missed. Therefore, without prejudice and as a gesture of goodwill, we are happy to consider the following remedy on a case by case basis:

Should an item not be required and is returned and received by us between 14 working days and 30 calendar days, we will be happy to accept the item(s) back with refund of goods to the value of 70% of the purchase price (excluding shipping) or refund of 100% if taken as a gift certificate or coupon redeemable in the future at Ariela London. Should an item be returned and received after 30 calendar days, we will have no obligation to refund. If you wish the item resent to you, we will ask for a nominal fee to cover additional shipping costs.

14 working days from receipt of delivery shall be defined as the date from when your shipment is received by yourself, being the date of signature that the package is received by you.

 

FAULTY GOODS

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If product appears faulty due to quality issues, the fault must be reported to us via our Returns Form within 7 days of the receipt date. Returns must be made within 7 days of the complaint being made. Should we find the item to be faulty upon return, delivery costs will be compensated at a capped rate depending on the weight of the parcel and the location it is being returned from. Please contact us to confirm this rate before sending the item back to us.
 

 

HAIR EXTENSIONS​

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Please note, all hair extensions must be returned unused, unaltered, still attached to the original card and binds. If you have removed the original card or binds, we are unable to re-sell the item as new and therefore will not accept returns on the item.

 

We take pride in adhering to strict quality control procedures. On the rare occasion that you may receive faulty hair extensions, this must be reported within a maximum of 30 days of the receipt date; This is due to human hair being a consumable item during wear. We only recommend the use of Nude London Aftercare products with Ariela Hair or Nude London hair extensions and cannot guarantee the quality of any Ariela Hair or Nude London hair extensions with other formulas. Nude London Aftercare products must be purchased at the time of purchasing the hair extensions. Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for both the hair extensions and aftercare products.

As well as the Returns Form, all hair extension returns also require a fully completed Hair Report Form. Any goods received without the appropriate paperwork will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 90 days will result in the goods being disposed of.

We will not test any hair extensions that have been coloured, tinted or chemically altered; all hair extensions must be returned in the original product colour. Hair extensions must be posted back to us within 7 days of the complaint being made (proof of delivery will be required), and will then be examined and inspected. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions. If no fault is present, or the hair has been damaged, coloured or altered in any way, the goods will be returned to the customer at your cost and we will not issue a refund or replace the goods. Please note that testing of faulty hair extensions can take up to 30-90 days depending on whether the hair can be tested at our London headquarters or if it requires testing by our factory partners.

We cannot guarantee the use of Ariela Hair or Nude London hair extensions whilst on holiday/in warmer climates for various reasons, including discolouration of the hair when coming into contact with swimming pool chlorine and the hair drying out through excess heat. We strongly advise all customers using hair extensions to avoid both submerging hair in chlorine and sea water as this can damage hair and hair colour. Use a hard water treatment, hair care containing SPF sun protection, tie hair up and cover with a swimming cap as a precaution.

Any colouring of Nude London hair extensions is done entirely at the customers own risk and we will not test, refund or exchange any extensions that have been coloured, dyed, toned or tinted.

Ariela London will not be held responsible for any hair extensions that have been exposed to heat damage by the customer.

Ariela London will not be held responsible for any additional expenses due to faulty goods e.g. loss of income or removal/re-application costs. We recommend that a qualified professional applies any Ariela Hair or Nude London professional hair extensions and that customers are to have a consultation before any permanent extensions are applied. Alternatively, view our list of Ariela London Academy trained and certified salons/stylists.

The goods are the responsibility of the customer until they reach Ariela London Headquarters. Please ensure all items are packaged properly to avoid transit damages, as damaged goods will not be accepted.

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IN-SALON HAIR EXTENSION PURCHASES & FITTING

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Where hair extensions are purchased and fitted during the same in-salon appointment, rather than ordered for delivery, the following applies in addition to the general Hair Extensions policy above.

For hygiene reasons, once hair extensions have been fitted and worn, they cannot be returned, exchanged, or refunded. This applies in the same way as our policy on shipped hair extensions, which cannot be accepted back once the original card or binds have been removed, and reflects standard practice across the hair industry for products of this nature.

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Possible side effects

There is no patch test available for hair extensions. During your consultation, we will discuss the most suitable method for your hair type and history, but it is not possible to know in advance exactly how an individual will respond to a particular method, as this varies from person to person. Although rare, some clients may experience the following, particularly in the days following installation:

 

• Tenderness or tenderheadedness

• Mild tension or sensitivity around the scalp

• Temporary irritation eg. spots/bumps, itchiness, particularly for clients who aren’t used to micro beads or cornrows or those with more delicate or previously stressed hair or scalp (for example, following long term use of braids, locs or weaves)

• Allergic reaction to metal, particularly aluminium and copper

 

These effects are usually temporary and tend to be a short-lived response to installation. If you experience anything beyond mild, temporary discomfort, please contact us as soon as possible so we can take a look. By confirming your hair extension appointment, you acknowledge and accept that these side-effects are a possibility and do not warrant a refund should any of these arise.

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To help us provide the safest and most suitable service, please tell us in advance of your appointment if:

• You have experienced hair loss, scalp sensitivity, or thinning in any areas

• You have previously had a reaction to extensions, braiding, or weaving

• You have any other condition that may affect how your scalp responds to tension or installation

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If you are not getting on with your chosen method, please contact us as soon as possible so that we can take a look and advise. Where the method of extension was agreed between stylist and client in advance, and the fitting was carried out correctly and with reasonable care and skill, refunds will not be offered on this basis. This does not affect your right to raise concerns about the standard of the service itself, which is addressed below.

 

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YOUR RIGHTS REGARDING THE SERVICE PROVIDED

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If you believe a service was not carried out with reasonable care and skill, please contact us within 48 hours (or 7 days for hair extensions) of your appointment so we can look into this properly. We must be given fair and reasonable opportunity to inspect the work and where appropriate, provide a corrective remedy in line with the Consumer Rights Act 2015.

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If you visit another salon, allow a third party to alter or rectify the hair/beauty work, or attempt a DIY fix prior to lodging a formal complaint and allowing us an inspection window, all rights to a corrective remedy, redo or price reduction are permanently forfeited. This is because we cannot fairly assess, verify, or take responsibility for work that has been modified by an outside provider. The same applies after a follow-up visit to the salon, where you confirmed that the rectification/alteration was performed to your satisfaction and left the salon with no further issues or grievances.

 

We take all client concerns seriously and will always respond and act promptly and openly.​ Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.