Terms & Conditions – Bespoke Hair Replacement
We want you to feel confident and comfortable when choosing Bespoke Hair Replacement. These terms explain how our services and bespoke hair systems work, so everything is clear and transparent from the beginning.
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1. Bespoke Systems
• All of our hair systems are custom-made for each client’s needs.
• Because they are made to order, bespoke items are not eligible for cancellation or refund under the Consumer Contracts Regulations 2013.
• Once your order has been placed and work has begun with our supplier, deposits are non-refundable.
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2. Services (Fittings & Maintenance)
• Consultations, fittings, refits, removals and maintenance appointments are charged for the time and professional expertise provided.
• Once a service has been carried out, it cannot be refunded.
• We kindly ask for at least 48 hours’ notice if you need to cancel or reschedule an appointment, otherwise the full fee may still apply.
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3. Quality & Wear of Systems
• You’ll always have the chance to inspect your hair system at your fitting before it is cut or styled. Once this has been done, refunds or exchanges are not possible.
• Some natural shedding, loosening of knots, or wear to the lace/net base may happen over time — this is normal and not considered a fault.
• For first-time wearers, the system may not last as long while you are still getting used to caring for and maintaining it. This is completely normal and we’ll support you along the way.
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4. Faults & Complaints
• If you ever have concerns, please let us know as soon as possible so we can help.
• Issues such as unusual shedding or construction problems need to be reported within 4 weeks of the original fitting date.
•. To look into any concerns, the system must be:
• Removed by Bespoke Hair Replacement,
• Returned without further wear,
• Accompanied by written details and photographs.
• Systems may be sent to our supplier for analysis, which can take up to 3 weeks.
• Please note: if a system has been altered, refitted, or removed by another stylist, our guarantee will no longer apply.
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5. Limitations of Liability
We can’t take responsibility for:
• Problems caused by missed maintenance appointments,
• Damage from incorrect aftercare, styling, or adjustments made by another stylist,
• Normal wear and tear over time.
Our responsibility is limited to the value of the original system or service purchased.
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6. Payments & Records
• Payments can be made by card or cash.
• Invoices and receipts are always available.
• Services and products should be paid in full at the time of fitting, unless otherwise agreed.
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7. Governing Law
These terms are based on UK law. Any disputes will be handled under the courts of England and Wales.
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✨ A note from us: Hair systems are a specialist, bespoke product. With the right care and regular maintenance, they can give fantastic results. We’re here to guide you through the process, answer your questions, and make sure you feel supported every step of the way.
Cancellation Policy
At Bespoke Hair Replacement, we value your time and ours. To keep everything running smoothly for all clients, we kindly ask you to follow our cancellation policy:
• 48 Hours’ Notice – If you need to cancel or reschedule, please give us at least 48 hours’ notice.
• Late Cancellations – Appointments cancelled with less than 48 hours’ notice may be charged in full.
• Missed Appointments – If you do not attend your appointment without notifying us, the full appointment cost will be charged.
• Deposits – Any deposits paid are non-refundable. In some cases, they may be transferred to a new appointment if enough notice is given.
• Arriving Late – If you arrive more than 15 minutes late, we may need to shorten or reschedule your appointment, and you may still be charged. This policy helps us manage our time effectively and offer appointments fairly to all clients
Returns Policy
We want you to be happy with your purchase, and we aim to make our returns policy clear and fair.
1. Bespoke Hair Systems (In-Salon Orders & Fittings)
• All bespoke hair systems are custom-made to your individual requirements.
• Under the Consumer Contracts Regulations 2013, custom-made items are exempt from cancellation or return.
• Once an order has been placed and work has begun with our supplier, deposits are non-refundable.
• At your fitting appointment, you will be given the chance to inspect your system before it is cut, styled, or fitted. Once this has been done, refunds or returns are not possible.
• If you believe there is a fault with your system, this must be reported within 4 weeks of fitting and the system must be:
• Removed by Bespoke Hair Replacement,
• Returned without further wear,
• Accompanied by written details and photographs.
The system may be sent to our supplier for analysis (up to 3 weeks).
• If a system has been altered, refitted, or removed by another stylist, any guarantee is void.
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2. Ready-to-Wear Hair Toppers & Retail Items (Purchased In-Salon or Online)
• If you purchase a topper or retail item in-salon, you will be given the chance to inspect the item before you take it home. Once it has left the salon, we cannot accept returns unless the item is faulty.
• If you purchase a topper or retail item online, you are protected by UK consumer law:
• You may return unused items within 14 days of delivery for a refund.
• Items must be in their original condition, unworn, with tags and packaging intact.
• For hygiene reasons, we cannot accept returns of hairpieces or toppers that have been worn, styled, cut, or had tags removed.
• You will be responsible for return postage unless the item is faulty.
• Refunds will only be processed once the item has been inspected and approved by us.
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3. Services
• Fees for consultations, fittings, refits, removals, and maintenance are non-refundable once carried out
Contact Us
Reach out to us to schedule a consultation and take the first step towards regaining natural-looking, voluminous hair or discuss our training packages. Our team is dedicated to helping you achieve your desired hair restoration goals.
