Returns & Exchange Policy

RETURNS, EXCHANGES, REFUNDS, AND CANCELLATIONS

Our Returns Policy

Our Returns Policy forms part of and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to amend/change this Returns Policy at any time. 

It is important that you check your order or items upon receipt and always before opening/use.

DUE TO HYGIENE REASONS, PLEASE NOTE THAT WIGS/BRAIDS/CROCHET HAIR PRODUCTS THAT HAVE BEEN OPENED AND COMPLETELY REMOVED FROM THEIR ORIGINAL PACKAGING WILL NOT BE ACCEPTED FOR EITHER A REFUND OR AN EXCHANGE.

IF YOU RETURN THE PRODUCTS(S) IN A CONDITION WHERE IT IS CLEAR THAT THE PRODUCT HAS BEEN COMPLETELY REMOVED FROM ITS PACKAGING THEREBY MAKING IT UNSUITABLE FOR RESALE, IT WILL BE RETURNED TO YOU AT YOUR EXPENSE.

If any errors occur or issues arise then these need to be reported to us immediately so we can investigate and resolve them.

Your Statutory Rights

Our Returns Policy does not affect your statutory rights. You have certain rights under the law. These include:

  • That any products supplied by us will be of satisfactory quality*, fit for their intended purpose, and will conform to any description given on this Website;
  • Certain remedies if a product is defective and a right to cancel your order within 14 days, beginning on the day you receive the product, and you will be eligible to receive a full refund, even if the product is not defective. This right is subject to certain conditions and exceptions (see “Returns” section below).

* Satisfactory quality refers to the product description. If a product doesn't meet your expectation and is not satisfactory to you, please do not assume that the product is fake or falsely advertised, or not as described.

    Returns

    We hope you will be happy with your purchase from us. If not, you have the right to return the product to us and receive a full refund provided:

    • You notify us in writing that you are canceling your purchase no later than 14 days after the day on which you received your product;
    • You return the product no later than 14 days after you notify us; 
    • You have taken reasonable care of the product before return – in particular, this means they must be in the original condition, packaged the same way they were received, and not have been damaged;
    • The product is unused and in the same condition that you received it and is in the original packaging. The product must be returned unused, and unopened in any way, complete with its tags, original packaging, and lace intact. There will be no refund for products that show signs of removal from packaging or/and use, have been brushed, cut, or styled in any way;
    • For returns, you will be responsible for the cost of returning the product to us unless it is faulty, incorrect, or misdescribed. For exchanges, we will bear the cost of shipping the exchanged items to the customer using standard shipping service. 

    Returned items are your responsibility until they reach us, so make sure they're packaged properly and don't get damaged on the way. As the parcel remains your responsibility until it arrives back at our warehouse, ensure that you get and keep your proof of postage in case you need to contact us about your return.

    There are no refunds for bespoke/custom-made items. For all other eligible items, a refund will be processed for goods returned no later than 28 days from the day when you give us notice of cancellation. Please note that if you fail to take reasonable care of returned products, or fail to return the product to us, we will be entitled to make a claim against you for any losses which we suffer.

    Undelivered or Unclaimed Products

    When an item is returned to us because delivery was not possible at the shipping address, or because the product was not claimed by the customer, or because of an incorrect postal address,  you will need to pay the cost of re-delivery. If you decide that you no longer want the item, you will be charged a return shipping fee which is equal to the original shipping cost. In the case where no shipping fees were paid, the return shipping deductible is £2.99 or higher, depending on the shipping speed used.



    Exchanges

    You may choose to exchange a product for another that we have in stock. The returned product including its packaging must be in the same original condition/packaging as when shipped, there should be no signs that it has been completely removed from its packaging or tampered with, and must be undamaged. The cost of returning the product is the responsibility of the buyer.

    Please be aware that items may only be exchanged once and no further refunds or exchanges will be made. If the item you would like to exchange goes out of stock before we receive your returned item, you will be informed and given the option of a refund or a store credit or we will treat your exchange request as a backorder, pending when we restock.

    For an exchange, please email orders@exodus-beauty.com or simply reply to the order and/or shipping confirmation email sent to the email used to place an order. 

     

    Refunds - Excluding Bespoke/Custom-made Products

    We do not manufacture most of the products that we sell. Once your returned product is received and inspected, we will send you an email/SMS confirming receipt and notifying you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment (refund processing times depend on your card issuer). If you are rejected, due to a violation of one or more of our return conditions, you will be notified by email/SMS and no refund will be processed, to compensate us for any loss in value. 

    Refund of shipping costs is limited to the cost of standard shipping of £2.99. If, for example, you paid £7.99 for the Premium Next Day shipping service, and you choose to return your goods, your shipping cost refund is limited only to £2.99. 

     

    Refunds - Hair Care and Cosmetic Products.

    Some Hair Care and Cosmetic products may be manufactured without a protective seal. This doesn't mean that the product is fake or has been tampered with. As retailers, we have no control over how manufacturers choose to package their products. We will however do our best to ensure that Hair Care products shipped to you are well packaged and bubble wrapped to prevent spill or damage to the product. In returning any unwanted item, please ensure that proper care is taken so it reaches us in good condition.

     

    Partial Refunds

    There are certain situations where only partial refunds may be granted (if eligible, solely based on our assessment):

    • Any item not in its original condition is damaged or missing parts for reasons not due to our error.
    • Any item that is returned more than 28 days after you notify us of a return

     

    Sale Items

    There are no direct refunds for sale items - we will only exchange sale items for items of the same value or equivalent store credit. For store credit, customers are required to create an account with Exodus Beauty. Credit will be applied to the customer's profile and emailed as a discount code for future purchases.

     

    Clearance Sale Items

    ALL CLEARANCE SALE ITEMS ARE FINAL. There are no Refunds or Exchanges for products in the Clearance Sale Collection unless the product is defective or due to our error.

    Restocking Fees

    Returned items for wholesale/bulk orders are subject to a 10% restocking fee.

    Late or missing refunds

    If there is a delay in receiving your refund once it is processed, please check with the credit card company/payment provider you used to purchase the first instance and with your bank as required. There is often some processing time before a refund is posted but if you have done all of this and you still have not received your refund, please contact us at  returns@exodus-beauty.com.

     

    Shipping for Returns & Exchanges

    Please return the product in its unopened, original, and suitable packaging to ensure it reaches us in good condition. The product(s) should be addressed to:

    Exodus Beauty and Fashion Limited
    Unit 18 Glenmore Business Park,
    Arkwright Road
    Bedford,
    MK42 0XY


    You will be responsible for paying for your own shipping costs for the return or exchange of your item. Domestic & International shipping costs are non-refundable, however, exceptions apply as per the above conditions. For exchanges, once the returned item has been received and inspected, we will ship the exchanged item for free to the shipping address you provided when you initially placed your order.

    You should consider using a Tracked shipping service and purchasing insurance for the products you ship. We do not guarantee that we will receive your returned item. As noted above returned products must be received within 14 days of raising a valid return.

    Please package the items carefully as goods and packaging damaged in transit may not be refunded.

    While we always aim to dispatch your item in time to arrive within your chosen delivery time frame, no shipping time frames are guaranteed. Where shipping delays are introduced due to external factors out of our control such as industrial action, courier delays and your product arrives late, we will not refund shipping costs.

     

    Cancellations

    Cancellation can be communicated by email to returns@exodus-beauty.com or by phone on +44 730 909 9587 (UK and rest of Europe) or +1 202 674 2493 (the US and Canada) or by replying to the Order confirmation email you received. Please state your order number and reason for cancellation. An order may be canceled before it is shipped and you will receive a full refund for the order.

    Complaints

    If you are not satisfied with how we have handled the return or replacement of any item, we want to hear about this. We aim to resolve the matter for you and ask that you please contact our customer service using the Contact Us page on our website or by post at 

    Exodus Beauty and Fashion Limited
    Unit 18 Glenmore Business Park,
    Arkwright Road
    Bedford,
    MK42 0XY