Terms Of Sale
This policy sets out the terms of sale for the following website:
Nanolocks Hair Limited (company registered number ) (“we”, “us”, “our” and “Nanolocks”) of Coolboy Little, Letterkenny, Donegal is the owner and operator of the website(s).
We reserve the right to amend this Terms of Sale Policy. The Terms of Sale Policy was most recently updated on 12 January 2021.
Returns Policy - Faulty Goods
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: email@example.com 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 receommended 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. Prior to removal/return, the hair must be reviewed in-person by an approved stockist, with feedback provided to Nanolocks.
Any colouring, tinting, toning (including silver and purple shampooing) or keratin treatments is done entirely at the customers 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.
We must receive the goods 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/alteration 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 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. It is the responsibility of each qualified professional to ensure extensions are applied and removed in line with the professional training they have received. Please ask your extension professional for a copy of their training certificate if in doubt.
The goods are the responsibility of the customer until they reach Nanolocks warehouse. Please ensure all items are packaged properly to avoid transit damages.
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.
Hair extensions may change colour due to environmental factors. Hair discoloration, is not a manufacturing fault. Please refer to our Aftercare Guidelines and Returns Policy – Faulty Hair for more information.
Items lost in Transit
As we use recorded delivery courier services, we are unable to report an item as missing until 5 working days after original shipment day. Due to this rule set by our couriers, we are unable to deem an item as lost until this time and will not refund or replace until 5 working days from original shipment date. Please note that an item sent overseas is not deemed to be lost or delayed until at least 25 working days have passed. Missing goods carried by DPD in the R.O.I./N.I. must be notified to Nanolocks within 7 days of purchase date.
Cancellation of Order
Order Cancellation: Pre-Shipment
If you wish to cancel an order or part order transaction before it is shipped, please do so immediately via email to firstname.lastname@example.org. Cancellations made via email will be timed at time of reading, not sending or receipt. You will not be charged any penalty and your payment method will also be cancelled. If the order has been shipped, then the Post-Shipment cancellation will apply.
Order Cancellation: Post-Shipment
You may cancel your order up to 14 working days from receipt of your purchase. All goods must be returned in an unopened and unused state for refund. Please see our Returns Policy for more information.
Returns Policy - Cancellation of Order
All goods purchased from Nanolocks may be returned for refund, exchange or replacement within 14 working days from receipt of delivery. Before sending the parcel back to us, please ensure that you contact email@example.com to provide proof of purchase and confirm the reason for return.
Business to Business (Trade Clients)
An exchange-only service is available to trade clients, once an order has been released to the carrier. Nanolocks cannot be held responsible for missed appointments, late cancellations etc. To arrange an exchange, trade clients should email firstname.lastname@example.org with full order details.
Refunds on Purchases
We aim to process refunds within one week of receipt back to us though promise to process all refunds within 14 calendar 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 the Returns Policy will be defined as "In Dispute". Such In Dispute items will not be refunded or exchanged. A reason for this "In Dispute" decision will be provided. We are happy to re-ship "In Dispute" items back to you, otherwise they will be destroyed after 91 calendar days from their receipt back at Nanolocks.
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.
Colour Matching Service
Whilst we endeavour to give the best advice over the phone and via email, the company will not be held responsible for any disparity in colour matching. Our Colour Matching service is a guide only.
Discount Codes & Promotions
Discount codes are not valid on sale items, unless otherwise stated. Some discount codes are not valid in conjunction with any other code, promotional offer or free gift with a purchase. Any promotional items or gifts with purchase are subject to availability. Any items which are purchased with a promotional free gift must be returned with the free gift in order to receive a full refund for the original item purchased. We reserve the right to refund the difference in value of the gift with purchase.