Returns, Cancellations & Quality Policy

At Halo Hair Toppers, most of our pieces are made to order or customised to suit the individual client. Because of this, our returns and cancellation policy is different from a standard online retail shop.

1. Custom-Made & Made-to-Order Pieces

Most Halo Hair Toppers pieces are created specifically for the client. This can include, for example:

* cap size or cap type selection

* length selection

* density selection

* colour matching, toning or custom colouring

* cutting, shaping, fringe or face-framing

* other styling or tailoring agreed with the client

Because these pieces are made to your specification, they are treated as personalised / bespoke goods.

Once a custom order has been confirmed and we have begun processing, sourcing, allocating stock, or carrying out any custom work, the order cannot be cancelled and is non-refundable.

2. Changes Before Work Begins

If you need to change your order, please contact us as soon as possible.

We will always try to help where we can before work begins, but once sourcing, stock allocation, colouring, cutting, or other agreed customisation has started, changes may no longer be possible.

3. In-Person Purchases / Seen & Agreed

Any piece purchased in person, during a consultation, or after being seen, tried on, and agreed to by the client is treated as seen and agreed at the time of purchase.

For in-person purchases, we do not offer refunds or exchanges for a change of mind. Your legal rights in relation to faulty or misdescribed goods are not affected.

4. Ready-to-Ship / Non-Custom Pieces

If we ever offer a genuine ready-to-ship piece online that has not been customised, altered, coloured, cut, or tailored for you, you may have the right to cancel within 14 days of receiving it.

To be eligible for return, the piece must be:

* try-on only

* unwashed

* uncut and uncoloured

* free from makeup, product, perfume, smoke, or damage

* with all original tags fully attached

* returned in its original packaging where possible

Where a non-custom online return is valid under the cancellation rules, the refund will usually be made to the original payment method. Return postage may be the customer’s responsibility where this has been stated in advance. We may reduce the refund if the item has been handled more than necessary to inspect it.

5. Try-On Guidance

Please inspect and try on your piece carefully before making any changes.

To keep a piece eligible for any return rights that may apply to a non-custom item, please do not:

* cut it

* colour it

* wash it

* heat-style it

* remove the tag

* use heavy makeup, tanning products, hairspray, or styling products while trying it on

Once a piece has been altered, washed, coloured, cut, worn beyond trying on, or had the tag removed, it will be treated as accepted.

6. Faulty, Incorrect or Misdescribed Items

Nothing in this policy affects your statutory rights.

If your item is faulty, not as described, or not fit for purpose, please contact us as soon as possible with photographs and full details. Where the law requires it, we will offer an appropriate remedy, which may include repair, replacement, price reduction, or refund.

7. Quality & Sourcing

We work with premium manufacturing partners who describe their hair as ethically sourced human hair and say they operates a comprehensive quality control process from raw material sourcing through final packaging.

As with all human hair products, longevity and performance depend on correct aftercare, wear frequency, styling, and maintenance.

8. Care & Quality Expectations

Human hair is a natural product and requires proper care.

We ask that any concern on arrival is raised with us promptly, ideally within 48 hours of delivery, with clear photographs and details of the issue.

We cannot accept responsibility for issues caused by:

* home colouring or bleaching

* cutting by a third party

* excessive heat

* unsuitable care products

* general wear and tear

* improper storage or maintenance

9. Refund Method

Any approved refund will be made back to the original payment method used for purchase.

Processing times can vary depending on the payment provider and the customer’s bank.

10. Contact Us

If you have any questions before ordering, please contact us before purchase so we can help you choose the right piece and explain which policy applies to your order.