Refund policy

At Silk Strands, we are committed to your satisfaction with our premium human hair extensions and accessories. Our stringent quality control ensures you receive only the finest products. Please note that all sales are final—no returns or refunds are accepted, including for clearance and sale items.

Defective Items:

If you receive a defective item, contact us within 14 days of recieveing our product by emailing info@silkstrands.com. Include your full name, order number, and a description of the defect. We will review your case to determine if a return is warranted. Refunds are limited to the first 14 days after receiving the hair. No refunds will be issued after 14 days for our products. We do not offer refunds due to 'order delays' as all of our items are custom-made, so may incur delayed delivery.

For a return to be eligible, the product must meet the following criteria:

1. Retain the original Silk Strands tag in good/saleable condition.
2. Preserve any original packaging, including plastic zip ties, hair net, ribbon banding, and elastic banding, in a good/well-presentable condition.
3. Remain unaltered – no brushing out, cutting, colouring, bleaching, or had any products applied to them, such as glue or hair products (lace or hair).
4. Show no signs of being worn.

Please note that returns will not be accepted if the seal holding the hair together has been untied or cut off, including the hair being coloured or bleached as this is essential for maintaining sanitary conditions.We do not offer refunds due to 'order delays' as all of our items are custom-made, so may incur delayed delivery.

Store Credit:

For eligible returns, a store credit will be issued for the returned value of the product. Please allow up to 28 days for processing and issuance of the store credit.

Refunds are only available within 14 days of receiving the hair and are limited to defective items. We do not offer refunds on frontal or closure units, including wigs, due to hygiene and health safety laws.

Store credits and gift cards cannot be redeemed for cash. If an item was purchased during a promotion that has ended, your new order will not qualify for that promotion.

Courier:

We recommend using a courier service that provides tracking information and delivery confirmation when returning merchandise. We are not responsible for lost packages. The item must be received by us before a store credit can be processed.

Important Note: Failure to comply with any of the conditions above, we reserve the right to withhold refunds until we have been able to verify that the product is unused. The Consumer Contracts Regulations 2013 states “consumers will lose their right to cancel if they unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons”. If the buyer removed hygiene seals against instructions to the contrary, they are likely to be deemed to have ‘accepted’ the goods and are not entitled to be refunded.