Returns and refunds policy

This policy covers orders placed with PLUCHARM, whether through a trade
quotation or through this website. Because orders are quoted individually, the
commercial terms that apply to your order are confirmed on the quotation and the
order confirmation before you pay. The two terms buyers ask about first — the
return window and who pays return freight — are fixed, and they are set out
below.

Return window — 7 days from delivery

Report a quality issue within 7 days of delivery.

The 7 days run from the delivery date recorded by the carrier, not from the
date the order was placed or dispatched. Calendar days are counted, including
weekends and public holidays. If the seventh day falls on a day our office is
closed, contact us on the next working day and the claim is still raised inside
the window.

Reporting inside the window is what keeps every remedy open. A claim raised
after it can still be discussed, but the consignment can no longer be assessed as
delivered, so the available options narrow.

Return freight — paid by the customer

Return freight is arranged and paid by the customer. That
covers the cost of sending goods back to us from your premises, and any duties or
handling charges incurred on the return leg.

Freight on the original outbound shipment is a separate charge under the
shipping policy. Where a return is accepted as a quality
claim, the refund covers the goods you paid for plus the original
outbound freight charged on the returned line. Goods sent back for any reason
other than a quality claim are not accepted for refund — see
what may not be returnable.

Do not ship anything back before you have written instructions from us. An
unannounced return cannot be matched to a claim, may be refused at the door, and
in either case leaves you carrying freight both ways.

Nothing on this page removes a statutory right you hold in your own
jurisdiction. Where local consumer law gives you a stronger position than this
policy — for example on faulty or misdescribed goods — that law applies.

Check the consignment on arrival

Inspect the delivery against the approved order before the hair is used. Compare
method, grade, shade reference, length, finished weight, piece count and packaging
with the quotation and the packing list.

Distinguish between two different problems, because they are handled
differently:

• A missing parcel — the consignment did not arrive complete.
• A missing or incorrect item — the parcel arrived but the
  contents differ from the order.

Report an issue before changing anything

If a shipment is damaged or does not match the approved order, contact us
before using, altering or returning the hair.

Once hair has been installed, cut, coloured, washed, heat-treated or otherwise
altered, it can no longer be assessed against the specification it was supplied to,
and the available remedies narrow accordingly. Reporting early is what keeps your
options open.

Please keep the packaging and labels, do not dispose of the affected goods, and
do not ship anything back before you have instructions from us.

What to include when you report

• Order identity — order number and product or batch
  reference.
• The difference — the specification you ordered and the
  specification you received.
• The extent — affected grams, packs or pieces, not just “the
  hair is wrong”.
• Evidence — dated photographs or video, the packaging, and any
  history of installation, washing, heat or chemical treatment already applied.

Clear references and photographs make the assessment faster and more useful than
a general description. We would rather spend a day resolving a properly documented
claim than a month arguing about an undocumented one.

Remedies

Where a consignment does not meet the agreed specification, the remedy is
confirmed case by case, and may take the form of a remake, a credit against a
future order, or a return. The remedy depends on the nature of the difference, the
quantity affected and the state of the goods.

Where the fault is ours we carry the value of it in the remedy itself — a remake
or a credit — so that the outcome does not leave you paying twice for a mistake
that was not yours. The one cost that stays with you on any return is the freight
to send the goods back, which is set out above. Where goods were made to a
specification the buyer approved, or were supplied custom or private label, they
cannot be returned for resale and are handled accordingly.

Refunds are issued once the returned goods have been received and checked
against the claim. We do not refund ahead of receiving the goods, because the
return is what substantiates the claim.

What may not be returnable

Some goods cannot be returned because they cannot be resold once produced or
once exposed to use:

• Custom colour and custom length produced to an approved
  specification.
• Private label runs carrying your brand, tags and packaging —
  see private label hair extensions.
• Hair that has been installed, cut, coloured, washed, heat-treated or
  otherwise altered.
• Sample and clearance items.

Frequently asked

What is the return window?

7 days from delivery, counted from the delivery date on the
carrier’s tracking record. Report a quality issue inside that window to keep every
remedy open.

Who pays return freight?

You do. Return freight is arranged and paid by the customer.
Where the return is accepted as a quality claim, the refund covers the goods plus
the original outbound freight charged on the returned line; the cost of shipping
them back is not refunded.

Can I return a custom colour or a private label run?

Not for resale. Those goods are produced to your specification and cannot be
sold to another account, so a return is handled as a remedy against the specific
problem rather than as a stock return.

What if I have already installed the hair?

Tell us anyway. Installed hair cannot be assessed against its specification, so
the remedies narrow, but a documented report with photographs and the treatment
history is still worth raising — particularly if the problem is one that repeats
across a batch.

What if the consignment was damaged in transit?

Keep the packaging and the goods, photograph the damage, and contact us before
disposing of anything or filing with the carrier. We supply the commercial invoice
and packing documentation you will need for a carrier claim.

Contact

Raise any return or quality question through our contact
page with your order number. See also the trade terms on the
wholesale hair extensions overview.