Return & Exchange Policy

Last updated: October 2025

At Finesse Hair & Beauty By Coco, we want you to love your purchase. If something isn’t right, we’ll do our best to make it right.

🕒 Returns Window

You have 14 calendar days from the date you receive your order to request a return or exchange.

To qualify:

  • Items must be unused, unworn, and in their original packaging.
  • Hygiene seals, backboard attachments, and product tags must remain intact.
  • Contact us within 14 days of delivery with your order number or checkout email.

🚫 Hygiene & Eligibility

For hygiene and safety reasons, we cannot accept returns of any hair products that have been worn, installed, washed, dyed, cut, or styled, or where the hygiene seal has been removed or tampered with.

Once the hygiene seal is broken, the product is considered used and non-returnable, even if only tried on. This follows the Consumer Contracts Regulations 2013 for items not suitable for return once unsealed.

🚚 Return Shipping

If you change your mind:

  • Return postage is paid by the customer.
  • Original shipping fees are non-refundable.

If your item arrives faulty, damaged, or incorrect:

  • Contact us within 14 days of receiving your order.
  • Provide photo/video evidence where possible.
  • Once approved, we’ll cover return postage and issue a refund, exchange, or store credit.

💳 Refunds

Once your return is received and inspected, we’ll notify you by email. If approved, your refund will be issued to your original payment method within 5–7 business days.

If you paid via Klarna or Shop Pay Installments, refunds are processed according to those providers’ terms and timelines once we approve your return.

Please note:

  • We do not refund next-day or upgraded delivery fees.
  • Items that do not meet the return conditions will be sent back to you.
  • Items returned without prior authorisation may be refused and returned to sender.

🔁 Exchanges & Store Credit

If you wish to exchange (e.g., different length, shade, or texture), we’ll assist as long as the return conditions are met. In some cases, store credit may be offered instead of a refund.

🌴 Holiday & Environmental Care

We do not guarantee hair extensions worn during holidays or exposure to chlorine, seawater, or extreme heat. Please follow our Aftercare Guide to maintain your extensions.

For best results, please follow our Aftercare Guide.

📦 Responsibility for Returns

You are responsible for the parcel until it reaches us. Use a tracked service and keep proof of postage. Finesse Hair & Beauty By Coco is not liable for lost or untracked returns.

⚠️ Faulty Items

All hair extensions are carefully inspected before dispatch. If you believe your product is faulty, contact us within 14 days of delivery. Testing may take up to 10–15 working days after receipt.

🚫 Non-Returnable Items

  • Sale, clearance, or discontinued items
  • Custom-made or bespoke hair (including clip-ins, tape-ins, or ponytails)
  • Items with hygiene seals removed or packaging damaged

Custom or bespoke items are excluded from returns or exchanges as outlined in our Shipping Policy.

💌 Contact Us

To start a return or exchange, email: support@finessehairbeautybycoco.co.uk — include your order number and reason for return.