TERMS & CONDITIONS
These Terms & Conditions apply to products purchased from DeLocks Hair Extensions Ltd (“DeLocks”, “we”, “us” or “our”).
Please read these Terms & Conditions carefully before placing an order. By purchasing from DeLocks, you agree to these Terms & Conditions.
Nothing within these Terms & Conditions affects your statutory rights.
1. PURCHASING DELOCKS PRODUCTS
We take great care to ensure that all product descriptions, specifications and images displayed on our website are as accurate as possible.
Images are provided for illustrative purposes. While every effort is made to represent our hair colours accurately, screen settings, lighting and individual devices may cause colours to appear differently. The colour of the product you receive may therefore vary slightly from how it appears on screen.
Minor colour variations may also occur between different batches of human hair due to the nature of the product and the colouring process.
Product packaging may occasionally differ from the packaging shown on our website.
While we make every reasonable effort to ensure the stated origin of our human hair is accurate, due to the nature of global hair sourcing, small quantities within a product may originate from other regions.
All products are subject to availability. DeLocks reserves the right to restrict quantities or refuse or cancel an order where reasonably necessary, including where a product is unavailable or an obvious pricing or product-information error has occurred.
2. PROFESSIONAL USE
DeLocks professional hair-extension products are designed to be fitted and maintained by appropriately trained and insured hair-extension professionals.
Hair extensions are a specialist service and correct application, maintenance and removal are essential to protecting both the extensions and the client’s natural hair and scalp.
We strongly advise against fitting, removing or maintaining professional hair extensions without the appropriate training and knowledge.
DeLocks cannot accept responsibility for problems caused by incorrect application, maintenance, removal or aftercare, including where products have been fitted or maintained by an unqualified or uninsured person.
This does not affect your statutory rights where a DeLocks product itself is faulty.
3. HUMAN HAIR EXTENSIONS
Human hair extensions are a natural, wearable and consumable product.
Their condition and lifespan can be affected by numerous factors after purchase, including:
• Frequency of washing
• Products used
• Heat styling
• Colouring or toning
• Maintenance
• Fitting method
• Natural hair and scalp condition
• Swimming
• Holidays and climate
• Water quality
• The client’s individual lifestyle and aftercare routine
Any lifespan stated by DeLocks represents the period the hair can last when correctly fitted, maintained and cared for using appropriate products.
A stated lifespan is not a guarantee that every set of extensions will remain in the same condition for that entire period.
4. COLOURING & TONING DELOCKS HAIR
We do not recommend colouring DeLocks hair extensions.
Any colouring, bleaching, tinting or alteration of the original colour is carried out at the customer’s or professional’s own risk.
Human hair extensions have already undergone professional processing during manufacture and may react differently to colour products than natural growing hair.
Colouring may affect the condition and longevity of the hair and may also affect certain attachment methods or bonds, potentially causing them to soften or weaken.
Products designed to alter or neutralise tone, including purple and silver shampoos, toners and similar pigmented products, should also be used with caution and at the user’s own risk.
Where a product has been coloured, toned, chemically treated or otherwise altered after purchase, this may affect our ability to determine whether a subsequently reported issue relates to the original product or the treatment subsequently applied to it.
This does not affect your statutory rights where a product was faulty at the time it was supplied.
5. PROFESSIONAL FITTING
DeLocks hair extensions should be fitted by a suitably qualified and insured hair-extension professional.
Correct extension fitting requires professional assessment of the client’s natural hair, scalp, density, lifestyle and suitability for the chosen method.
Extensions should not be fitted where the natural hair or scalp is unsuitable for the proposed method.
Incorrect fitting, positioning, weight distribution, maintenance or removal can result in premature extension loss, matting, discomfort and damage to the client’s natural hair or scalp.
DeLocks cannot accept responsibility for problems caused by incorrect fitting, maintenance or removal.
6. ORDERS, DISPATCH & DELIVERY
In-Stock Orders
We aim to dispatch in-stock orders received and paid for by 2:00pm Monday to Friday on the same working day.
Orders received after 2:00pm will normally be dispatched on the next working day.
Working days are Monday to Friday, excluding UK bank holidays.
Although we make every reasonable effort to dispatch orders within these timescales, same-day dispatch cannot be guaranteed where circumstances outside our reasonable control prevent us from doing so.
Any delivery timeframe provided by a courier or delivery service is an estimate unless expressly stated otherwise.
Back-Order Items
Certain DeLocks products may be available to purchase on back order when they are not currently held in stock.
Once a back-order is placed, the item will be added to our weekly supplier shipment list.
Back-order stock will normally be dispatched by our supplier to DeLocks within 2 business days of our weekly stock order being placed.
We aim for all back-order items to be dispatched to the customer, or available for collection, within no longer than 2 weeks from the date the customer’s order was placed.
If an order contains both in-stock and back-order products, the order may be held and dispatched together once all items are available unless otherwise agreed.
If circumstances outside our reasonable control mean that we are unable to fulfil a back-order item within the stated timeframe, we will contact the customer as soon as reasonably possible with an update and the options available.
Customers should take the stated back-order timeframe into consideration when ordering hair for a scheduled fitting appointment. We recommend allowing sufficient time for your order to arrive before committing to a fitting date.
7. WEIGHTS & QUANTITIES
Human hair extensions are prepared and manufactured using processes that may result in minor natural variations between batches.
Unless otherwise stated, quoted weights and quantities may therefore vary by approximately ±5%.
This can include the total weight of hair and the number of individual extension pieces or bonds supplied.
8. HOLIDAYS, SWIMMING & WATER QUALITY
Extra care should be taken with hair extensions while travelling or in hot climates.
Swimming pools, seawater, sun exposure, sun cream, increased washing, perspiration and changes in water quality can all affect human hair extensions and their attachment methods.
Chlorine and salt water can cause dryness, tangling and colour changes.
Sun creams and other products should be kept away from the hair wherever possible, particularly lighter and blonde shades, as certain ingredients may contribute to discolouration.
Hard water and some hotel water systems can contain mineral deposits, including iron. These minerals may accumulate within the hair and oxidise following exposure to chlorine, salt water or other environmental factors.
This can result in blonde or lighter hair developing orange, peach or pink tones.
Holiday-related discolouration or deterioration caused by environmental exposure, water quality, products or aftercare is not considered a manufacturing fault.
9. AFTERCARE & MAINTENANCE
Correct aftercare is essential to maintaining DeLocks hair extensions.
Customers should follow the aftercare instructions supplied by DeLocks and/or their qualified extension professional and attend maintenance appointments within the recommended timeframe for their chosen method.
Only products suitable for professional human hair extensions should be used.
The use of unsuitable products, excessive heat, incorrect washing or brushing, failure to attend maintenance appointments, matting, incorrect removal or other inappropriate aftercare can adversely affect both the extensions and natural hair.
Deterioration resulting from incorrect fitting, maintenance, product use or aftercare is not considered a product fault.
10. QUALITY CONCERNS & FAULTY PRODUCTS
Quality concerns should be reported to DeLocks as soon as reasonably possible after they become apparent.
To allow us to properly investigate a concern, we may request:
• Your order details and proof of purchase
• Photographs or videos of the hair
• Details of the fitting method and fitting date
• Details of the technician who fitted the hair
• Details of the products and aftercare routine used
• Information regarding colouring, toning, swimming or chemical exposure
• Return of the hair for inspection or testing where appropriate
Please do not dispose of hair that is subject to a quality complaint, as we may need to inspect it.
Where testing or inspection is required, no conclusion regarding the cause of the issue can be reached until the relevant information and/or product has been assessed.
A product will not be considered faulty solely because its condition has deteriorated as a result of normal wear, incorrect fitting, poor maintenance, unsuitable products, chemical processing, environmental exposure or failure to follow appropriate aftercare.
Where our assessment confirms that a product is faulty, we will provide the remedy required under applicable consumer law.
Your statutory rights are not affected.
11. REPORTING A PROBLEM
If you believe there is a quality issue with a DeLocks product, please contact us promptly at:
info@delockshairextensions.co.uk
Please provide your order details and as much information as possible about the issue.
You may also contact us through our official social-media channels; however, email is recommended for formal product complaints so that we have a complete written record of the matter.
12. RETURNS — CHANGE OF MIND
If you are purchasing from DeLocks as a consumer online, you may have a legal right to change your mind and cancel your order.
Where the statutory cancellation right applies, you must notify us that you wish to cancel within 14 days of receiving your goods.
After notifying us, you must return the goods within the applicable return period.
Returned products must be handled with reasonable care.
Hair being returned must not have been fitted, worn, coloured, toned, cut, chemically treated or otherwise altered and should remain in its original bindings and packaging wherever reasonably possible.
Where applicable under consumer law, we reserve the right to make an appropriate deduction from a refund where handling of the product has gone beyond what would reasonably be permitted when examining the goods and has reduced their value.
Any statutory exceptions to cancellation rights, including those relating to sealed products supplied for health or hygiene reasons once unsealed, will apply where legally applicable.
To request a return, please contact:
info@delockshairextensions.co.uk
Where a return has been agreed or authorised, please send the product to:
DeLocks Hair Extensions Ltd
Hurworth Bryan Farm
Wingate Road
Wingate
County Durham
TS28 5ND
Please contact us before returning a product so that we can provide the appropriate return instructions.
13. RETURN POSTAGE
Where a customer is exercising a change-of-mind cancellation right, the customer is responsible for the direct cost of returning the goods unless we have agreed otherwise.
We strongly recommend using an appropriately insured and trackable delivery service when returning products.
Where goods are confirmed to be faulty, your statutory rights regarding reasonable return costs will apply.
14. REFUNDS
Approved refunds will be processed using the original payment method unless otherwise agreed.
Where a statutory online cancellation right applies, refunds will be processed within the timescales required by law.
Where required by law, the original standard delivery charge will also be refunded. Additional amounts paid for an enhanced or premium delivery service are not necessarily refundable beyond the cost of our standard delivery option.
Nothing in this section affects your rights in relation to faulty goods.
15. EXCHANGES
If you wish to exchange an unused product, please contact DeLocks before returning it.
Products being exchanged must meet the applicable return conditions.
Where the exchange is requested because the customer has changed their mind or ordered an incorrect product, the customer may be responsible for the cost of returning the original goods and delivery of the replacement product.
Where the original product is faulty, your statutory consumer rights will apply.
16. FITTING & OTHER THIRD-PARTY COSTS
Where a product concern is raised, customers should contact DeLocks before incurring additional fitting, removal, colouring, replacement or other third-party costs.
DeLocks does not automatically accept liability for fitting, removal or other third-party service charges simply because a product complaint has been made.
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful for us to do so.
17. YOUR STATUTORY RIGHTS
Nothing contained within these Terms & Conditions is intended to exclude, restrict or replace any rights or remedies available to you under applicable UK consumer law.
Where there is any conflict between these Terms & Conditions and your statutory consumer rights, your statutory rights will apply.
18. CONTACT DETAILS
For questions regarding an order, delivery, return or product concern, please contact:
DeLocks Hair Extensions Ltd
Hurworth Bryan Farm
Wingate Road
Wingate
County Durham
TS28 5ND
Email: info@delockshairextensions.co.uk
We aim to deal with all enquiries and product concerns professionally, fairly and as quickly as reasonably possible.
