Returns

BY STELLE 14-Day Returns Policy

At By Stelle, we strive to provide you with high-quality products and exceptional customer service. We want you to be completely satisfied with your purchase. Should you for any reason decide your products are unwanted, you may return them within 14 days of receiving the items, subject to the following terms and conditions:

 

1. Eligibility for Returns

1.1 To be eligible for a return, the item must be in its original condition, unworn, unwashed, and with all original tags and packaging intact.

1.2  Hair extensions must not been worn, damaged, or removed from the original packaging

1.3. Items that are marked as "Sale" or "Non-Returnable" are not eligible for returns.

 

2. Initiation of the Return - Unwanted Products

2.1. To initiate a return, please follow these steps:

  • Print out our returns form 
  • Provide the details requested
  • Return the items in its original packaging, along with the returns form.

 

 3. Return Shipping

3.1. You are responsible for the cost of return shipping. Please use a reliable shipping method with tracking to ensure the safe return of the item.

 

4. Inspection and Approval

4.1. Once we receive your returned item, it will be inspected to ensure it meets the return eligibility criteria. We will notify you via email of the approval or rejection of your return.

4.2. If the return is approved, we will process your refund.

 

 5. Restock Fee - 15%

5.1. Where we agree to accept unwanted products back from you, we reserve the right to charge you a re-stocking fee of 15% of the purchase price. This is to account for the fact our hair extensions are made to order, any fees By Stelle Limited incurred at POS, lost shipping costs, any hair stylist trade-code commission gained from the sale and business time/resources used to restock the product.

 

6. Refund Process

6.1. Refunds will be issued in the same form of payment used for the original purchase.

6.2. Please allow up to 10 business days for the refund to be processed and for the credit to appear on your statement. The time taken for the credit to appear may vary depending on your financial institution.

 

7. Exchanges 

7.1 As our hair extensions are made to order, unfortunately we are unable to facilitate exchanges. Should you want to choose an alternative colour or length, you would need to go through the returns process and re-order your new hair. 

 

8. Initiation of the Return - Faulty Products

8.1. If you think you have a faulty/defective product, you have 40 days from the date of receiving the goods to report any faults. 

8.2. If you think you have been sent a faulty product, please follow these steps:

  • Fill out the faulty product online form.
  • Provide the details requested.
  • Return the items in secure packaging, along with a filled out printed returns form.

8.3. Once we receive your returned item, it will be inspected in house to see if it meets the faulty product criteria. If further investigation by the manufacturer is needed, we will send the hair on for further testing. Full manufacturer investigation and testing takes 28 days from the date your order is returned back to us. We will notify you via email of the approval or rejection of your return.

 

8.4. If the return is approved, we will process your replacement or refund immediately. 

 

9.  Changes to the Returns Policy

9.1. By Stelle reserves the right to modify this returns policy at any time. Any changes will be effective immediately upon posting on our website.

By making a purchase from By Stelle, you acknowledge that you have read and agreed to this 14-day returns policy.

 

If you have any questions or need assistance with your return, please contact our customer support team at orders@bystelle.co.uk