Refund policy

At NOVUS Hair, we take pride in delivering premium-quality hair extensions and wigs. Due to the nature of our products and for hygiene protection reasons, returns and refunds are only permitted in exceptional cases, under the terms outlined below.

1. Product Condition Requirements

 

1.1 We can only accept returns if the product is unused, unworn, untampered with, and still in its original packaging. The lace must be fully intact, and the hair must not show any signs of installation, brushing, cutting, washing, or product use.

1.2 Returns are only approved under the following conditions:

• You received the wrong item(s).
• The product arrived in a faulty or defective condition (photo evidence must be submitted within 48 hours of delivery).

2. Customisation, Installation & Use

 

2.1 NOVUS Hair is not responsible for any damage caused after delivery, including damage from:

• Bleaching, colouring, or toning
• Heat styling or cutting
• Washing, detangling, or installing the hair.

2.2 If you damage your frontal, bundles, or wig in any way, we cannot offer a refund or exchange. We strongly recommend you seek professional help for any customisation, dyeing, or installation.

2.3 Please refer to the ‘After Care’ guide included with your order. As we cannot control the products or techniques you use, we are not liable for damage caused by external products or treatments.

 

 

 

3. Faulty Products or Incorrect Orders

 

3.1 If your order arrives faulty or incorrect, you must email us at contact@novushair.co.uk within 48 hours of receiving your order. Please include:

• Your order number
• Clear photographic evidence of the product in its original packaging

3.2 We will review your request and respond within 2–4 working days. Approved returns will be handled on a case-by-case basis.

 

 

 

4. Return Process & Handling Fee

4.1 If your return is approved, you will be issued a return label with instructions. You must return the product within 7 calendar days of approval.

 

4.2 A £2.99 return handling fee will be deducted from your final refund. This covers processing and shipping costs.

4.3 Refunds are processed within 7–10 working days of receiving the returned item. Funds may take additional time to appear in your account depending on your bank.

4.4 Returns that do not meet our conditions or are submitted without approval will not be accepted or refunded.

 

If you have any questions, please contact our team at contact@novushair.co.uk. We’re happy to assist.