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Returns & Exchanges
Any returned goods that we receive which are outside of this Returns Policy will be defined as "In Dispute". Such In-Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you at a cost, otherwise, they will be destroyed after 91 working days from their receipt back to us.
Clip-Ins
Suitable for occasional wear only, this product is not to be used as a replacement/alternative for professionally applied hair extensions.
For hygiene reasons, there are strictly no returns on products that have been opened/unsealed from packaging.
Packaging is clear at the front to confirm colour matching before opening. It is also strongly recommended to request a colour match via @NanolocksExtensions on Instagram in advance of purchasing.
Professional Products
The purchase of professional extensions on nanolocks.ie is restricted to authorised trade account holders only. Purchases and/or application of these products by anyone other than the approved account holder who purchased the goods are not covered y warranty under Nanolocks T&C's.
Returns Policy - Cancellation of Order
General Public
All goods purchased from Nanolocks may be returned for refund, exchange or replacement within 14 working days from receipt of delivery. Before returning the product please contact info@nanolocks.ie to provide proof of purchase and confirm the reason for return. ALL products must be sealed/unopened and in their original packaging for an exchange or return to be accepted. Any products that have been opened or tampered with will not be accepted.
Please note: Important Information:
You must take care of our goods whilst they are in your possession. Any item to be returned must be returned in its original shipped condition and original undamaged packaging. If you have removed it from the packaging we are unable to re-sell the item as new.
You or your carrier are responsible for any returned goods until they reach our warehouse. Cost and risk of return will be at your expense and we strongly recommend that you get proof of postage or use a registered postal service.
We aim to provide refunds, exchanges or replacements within one week of receipt back to us, though promise to make all refunds, exchanges or replacements within 14 working days from receipt of goods to our warehouse. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.
Any returned goods that we receive which are outside of this Returns Policy will be defined as "In Dispute". Such In-Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise, they will be destroyed after 91 working days from their receipt back to us.
We are unable to replace or exchange an item until the original parcel is returned to Nanolocks. If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date.
A time period of 14 working days from receipt of delivery shall be defined as the date from when your shipment is received by yourself, being the date of signature that the package is received by you.
Returns Policy - Faulty Goods
Professional Extensions must be applied within 14 days from the date of receipt. If your hair extensions appear faulty due to quality issues, the fault must be reported to us via email to the Customer Service Department: info@nanolocks.ie within a maximum of 30 days of the purchase date; this is due to human hair being a consumable item during wear.
We cannot guarantee the quality of any Nanolocks extensions with formulas that have not been recommended in the Nanolocks Aftercare Guide. Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for the extensions.
Any colouring, toning (including silver and purple shampooing) or tinting of extensions is done entirely at the customer's own risk and we will not test, refund or exchange any extensions that have been exposed to the above. All hair extensions must be returned in the original product colour.
Reported issues must be checked and verified in-salon once reported. Photos/videos are not deemed to be sufficient for investigation. Should further investigation be required by Nanolocks, we must receive the hair within 7 days of the complaint being made. This will then be examined and inspected by our dedicated Quality Control Department.
Goods are not considered faulty if their condition deteriorates due to poor hair management including heat damage, incorrect aftercare or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way, the goods will be returned to the customer at your cost and we will not refund or replace the goods. Please note that testing of faulty hair extensions can take up to 30 days.
We do not guarantee the use of our hair extensions whilst on holiday/in warmer climates for various reasons, including discolouration of the hair when coming into contact with swimming pool chlorine and the hair drying out through excess heat. We strongly advise all customers using hair extensions to avoid both chlorine and sea water as this can damage hair and hair colour.
Nanolocks will not be held responsible for any additional expenses due to faulty goods e.g. removal or re-application costs. A Nanolocks-approved stockist must apply and remove any professional hair extensions and customers are advised to have a consultation before any permanent extensions are applied.
The goods are the responsibility of the customer until they reach Nanolocks warehouse. Please ensure all items are packaged properly to avoid transit damages.
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