Returns & Refund Policy
At JoJo Hair Lounge, we take great care in selecting and preparing every product. We want you to feel confident in your purchase, so please read our returns policy carefully before ordering.
Hair Extensions, Closures & Frontals
For hygiene reasons, hair extensions, closures and frontals may only be returned if they are unused, unworn and in their original condition and packaging.
The hair must not have been:
- Installed, worn or tried on
- Washed or chemically treated
- Coloured, bleached or toned
- Cut, trimmed or altered
- Removed from its original binding or packaging
Once hair has been installed, worn, altered or chemically treated, we are unable to accept a return unless the product is confirmed to be faulty.
Please inspect all hair carefully before installation.
Customised & Made-to-Order Products
Custom wigs, customised extensions, coloured hair, altered closures/frontals and any item prepared specifically to your requirements are non-returnable and non-refundable, except where the item is faulty.
Preorders
Some products may be available on a preorder basis and may require additional processing time.
Estimated processing times will be stated on the relevant product page.
Once a preorder has entered production or custom preparation, it may not be possible to cancel or amend the order.
Haircare, Styling Products & Accessories
Unused and unopened retail products may be returned within 14 days of receiving your order, provided they remain sealed, unused and in their original resaleable condition.
For hygiene and safety reasons, opened or used haircare, styling or cosmetic products cannot normally be returned unless they are faulty.
Faulty or Incorrect Items
If you believe you have received a faulty or incorrect item, please contact JoJo Hair Lounge as soon as possible.
Please include:
- Your full name
- Your order number
- A description of the issue
- Clear photographs or video where appropriate
Please do not discard, alter, install, colour or continue using the product while your concern is being reviewed.
We may require the product to be returned for inspection before a refund, replacement or store credit can be confirmed.
Please note that natural variations in human hair, including slight differences in colour, texture, wave pattern or bundle appearance, do not necessarily constitute a fault.
Returns
Please contact JoJo Hair Lounge before sending any item back.
Unless the product is faulty or incorrect, customers are responsible for return postage.
We recommend using a tracked postal service, as JoJo Hair Lounge cannot accept responsibility for returned parcels that are lost in transit.
Refunds
Once your returned item has been received and inspected, we will confirm whether your return has been approved.
Approved refunds will be issued to the original payment method.
Original delivery charges are not normally refundable unless the item supplied was faulty or incorrect.
Please allow several working days for your bank or payment provider to process the refund.
Salon Services
This returns policy applies to retail and online product purchases.
Salon appointments, deposits, cancellations, service complaints and corrective appointments are subject to our separate Booking & Salon Policy.
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
For any return or product concerns, please contact JoJo Hair Lounge using the contact details provided on our website.