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Terms & Conditions

Please Note: The terms and conditions below apply to all customers, including individuals purchasing goods for their own use and those that are buying goods for their business, salon or for the purpose to apply them to another individual, this includes all trade accounts.

This website is owned and managed by Additional Lengths Ltd and it is assumed that as a user of the Additional Lengths website you have accepted these terms and conditions in their entirety and by use of the website you agree to be bound by the terms contained therein.  Additional Lengths reserves the right to change these terms and conditions at any time.  By placing an order online, in store or by telephone you are accepting our terms and conditions in full.

Payments

We accept a wide range of payments, these include various debit and credit cards, PayPal, and Amazon payments.  These are automatically processed and will include various security and fraud checks when the payment is being made.  We will also manually check payments for fraudulent activity and to ensure that the information you provide passes all relevant security checks.  It is up to the customer to ensure that all information is correct at the time of order and when payment is completed, failure to provide correct information can result in the order been cancelled and refunded.  Refunds can take up to 3-5 working days to be processed.

We are unable to add any items to an order once an order has been made and the payment completed, it is the responsibility of the customer to ensure that the order is correct and includes all products that are required.

Delivery

Delivery prices will vary for orders within the UK, they are calculated and charged by the weight and value of the order.  International orders use the same calculation but also consider the destination of the order.  We aim to dispatch all orders within 1-2 working days, however this can vary due to stock availability and the destination of the order.  You will be advised when placing your order of an estimated dispatch date of when your order will be shipped and an estimated delivery date of when your order will arrive with you, these are however estimates and we do not guarantee that they are always correct.  We cannot accept liability for any expenses or other costs incurred due to failed or late deliveries.

All orders received by 3:30pm Monday - Friday will be dispatched for delivery that day if possible, if an order is placed after the 3:30pm order cut off point it will then be dispatched the following working day.  We will only dispatch orders during the working week, this is Monday - Friday and does not include the weekend or any bank/public holidays.  Any orders placed after 3:30pm on a Friday or during the weekend will not be dispatched till the next available working day.  It is the customer’s responsibility to ensure that they order in time with cleared payment before the 3:30pm cut off point, we advise that you order in advance at least 3 working days before they are needed.  Under some circumstances, we will at our discretion dispatch orders that are placed after the 3:30pm cut off point, however this is not a guarantee.

On the rare occasion that a delivery is delayed or there is an error with your order, we do not offer compensation in any form other than to refund your postage charge, however this only applies to guaranteed next day delivery services.  We offer a no quibble guarantee to rectify any issues which may occur with order errors, however we advise orders are placed in advance at least 3 working days before they are needed, checked immediately and we are notified immediately so we can resolve any issues for you and to avoid any further issues or delays occurring.  Delays due to delivery companies are out of our control, so we stress to order in advance.

On the rare occasion that a delivery is delayed due to our courier service we will not be able to send out any replacement goods until the original parcel has been confirmed as lost in transit. This can take up to 28 working days.

We cannot amend a delivery address of an order once the payment has been completed, this is a fraud prevention measure.  If you require an address change and cannot do this online, then please contact us before you complete the payment as we can help guide you through this process over the telephone.  Failure to supply a correct delivery address will result in the order been refunded and the customer having to re-place the order with the correct delivery address.

We accept international orders. Please note that any import duty payable is the responsibility of the purchaser.  If a parcel is refused by a customer or if our courier service is unable to deliver for any reason then the return shipping costs for the products to be returned will be payable by the customer, and any original shipping costs will also be deducted from any refund.

Returns & Exchanges

It is up to the customer to ensure that the product is cared for while in their possession, all returned goods must be in an unused saleable condition, in their original undamaged packaging and have all their security tags still attached.  Hair extensions returned for a refund or an exchange must not have been removed from the inlay card or had their security tags removed, we will not under any circumstances refund or exchange a product that has been removed from the inlay card or had any of the security tags removed as all our products can be clearly seen and examined without doing so.  Failure to return goods in a saleable condition as above will result in the goods being returned to the customer.

Any unwanted products that you wish to return for a refund or an exchange must be done so within 28 days of purchase, returns received by us after this time will be sent back to the customer.

We do not accept any responsibility for goods on return to us. This is the sender’s responsibility, and the sender must ensure that adequate insurance has been taken to cover the cost of the goods if they are lost or damaged on return to us.  It is up to the customer to cover the cost of postage when returning goods for a refund or an exchange, we recommend using Royal Mail’s Special Delivery service as this is a trackable service and insures the parcel up to £500, we also advise that you ask for proof of postage.

All goods will be inspected upon return and must comply with the terms & conditions before a refund or an exchange is given. Postal charges will not be refunded if an incorrect order has been placed or the goods are unwanted.

If requesting an exchange or refund, we aim to process the request the same day where possible, however please allow a maximum of 14 working days from when we are in receipt of the goods for this to be processed.  Exchanges are returned to the customer on the postage that they originally purchased, unfortunately we are unable to upgrade delivery on an exchange by taking any further payments for an order, however we will on occasion upgrade the delivery free of charge as a gesture of good will.  Refunds can take 3-5 working days from when the order is refunded depending on the payment method used.  Please note that we will not be held liable for any interest payments or bank charges that you may incur because any refund took longer than expected.

To return a product for a refund or an exchange you must complete the form and follow the instructions on the returns page of our website.  This can be found here.

If the return is due to an error made by Additional Lengths, then the postage shall also be refunded.  We recommended to return any items using Royal Mail’s Special Delivery service as this is a trackable service and insures the parcel up to £500, we also advise that you ask for proof of postage.

If you feel a product is unsatisfactory or faulty on receipt, you must inform us within 7 days of purchase and return it to us within 7 days unused, unworn and returned in its original condition.

We are sorry but due to false promises in the past, we are unable to replace or exchange any product until the original product has been returned to us.  If you need a product in a hurry, we suggest you place a second order for the new product and send the original back at a later date.

Faulty Goods

If hair extensions appear faulty due to quality issues, the fault must be reported to us within 30 days of the receipt date, this is due to human hair being a consumable item during wear.  To log a complaint, you must complete our complaints form truthfully and in full, failure to adequately complete the complaints form will result in no further action been taken in regards to the complaint.  Only the person who originally purchased the hair can complete the form, we will not deal with any other party for data protection purposes.  You can find the complaints form on our website here.

During the complaints process we will require that the hair is returned to us so that we can perform a full examination and thoroughly test the hair.  When requested, the hair must be returned to us within 7 working days to prevent any further damage from occurring, failure to do so could result in no further action been taken in regards to the complaint.

We will not test any hair extensions that have been coloured, tinted or chemically damaged; all hair extensions must be returned as the original product colour. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way by the customer due to poor application, application by an unqualified person or use of incorrect aftercare products, the goods will be returned to the customer and no refund or replacement will be provided.

We recommend the use of the Remi Cachet aftercare products on all Remi Cachet hair extensions and Additional Lengths aftercare products on all Additional Lengths or Euro Premium hair extensions.  Aftercare products should be purchased on the same order as the hair extensions, or within 7 working days before or after the hair purchase.  Hair extension quality and bond issues will not be investigated if the correct aftercare products have not been used.  We refuse the right for a refund or replacement if our products have not been used to maintain the hair correctly.

We reserve the right to ask you to provide evidence that you provided or were provided with a consultation prior to the hair extensions been applied.

Additional Lengths will not be held responsible for any additional expenses due to faulty goods, e.g. removal or re-application costs.  We recommend that a qualified professional applies any professional hair extension and that customers are to have a consultation before any extensions are applied.

Any colouring of extensions is done entirely at the customer’s own risk and we will not under any circumstances test, refund or exchange any extensions that have been coloured, dyed, or tinted.  This includes the use of silver or purple shampoos.  Additional Lengths will not be held responsible for any extensions that have been exposed to heat damage by the customer.

We do not guarantee the use of our extensions whilst on holiday, use in chlorinated water, hard water with a high mineral content or in hotter climates than normally accustomed to as damage or discolouration can occur.  Products such as suntan creams, perfumes and skin creams can also cause discolouration.

Refunds or replacements given for faulty hair extensions will only be offered the equivalent or value of hair received by us.

By completing the complaints form on our website you agree to abide by all terms and conditions contained herein, agree to return the product when requested, accept that any decision by us is final, and will not attempt to recover costs by any other means or method.  Failure to follow any of the terms and conditions may result in your complaint been closed and no further action being taken.

Trade Account

As a trade account holder with Additional Lengths you agree to abide by our trade specific terms and conditions in full, failure to follow them, or anything contained herein could result in your trade account being closed.  We reserve the right to remove your trade discount at any time, for any reason without notice.

Trade accounts will not receive any further discounts other than their trade discount, this includes all discount codes or special offers that we may run.

Trade accounts will be reviewed from time to time to ensure that the account is active, consistently used, and spending is in line with what we would expect from a trade account.  We expect an annual minimum spend of at least £3,000 (subject to change without notice) per trade account, failure to meet this target could result in your account been reviewed and ultimately closed.  Trade accounts will also be removed if the account has been inactive for a period of 6 months or longer.  Accounts will not be reviewed until 12 months from the date of application.

Account sharing is not allowed under any circumstances, a separate account should be opened for each individual person that is placing an order, this also applies to accounts that use customer’s cards to make payment for their orders, under no circumstances should any card be used to pay for an order other than the name on the application when the account was initially opened.  Any account found to be used by multiple people, or using customer’s cards to pay for orders will be closed with immediate effect and all persons will be ineligible to open an account in the future.

All trade accounts purchasing intending to apply hair extensions should hold valid and up to date insurance for the application of hair extensions for each individual method that they are trained in.  Any accounts found not to hold valid insurance for the methods that they are purchasing, applying, or simply aren’t insured will have their trade accounts closed immediately.

Consultations should be given to every client, any accounts found to be failing to give their clients a consultation prior to application could result in the closure of their account.  Consultations are extremely important and failure to provide them could also result in your insurance being voided by your insurance provider.

As a trade account, you agree to recommend and purchase the correct aftercare products for each individual product that is purchased.  Aftercare is an important aspect of caring for hair extensions, by using the correct and recommend products it ensures that the hair is given the best chance to reach its estimated life span.  Aftercare products should be purchased on the same order as the hair extensions, or within 7 working days before or after the hair purchase, unless the products have been purchased in bulk prior.  Any accounts failing to recommend, or purchase the correct and recommended aftercare products may have their trade account closed.

All complaints should be dealt with by the trade account holder, under no circumstances should an accounts customer contact us to log or follow up a complaint.  It is the responsibility of the account to deal with their customers personally, we cannot give any information regarding any of accounts to anyone but the individual account holder due to data protection and to keep the information we receive consistent.  During the complaints process you may be asked to return the hair so that we may examine and test the product, Additional Lengths will not be held responsible for any costs incurred during this process, this includes the removal or re-application of hair extensions and time lost in dealing with the complaint.  All costs incurred are the responsibility of the trade account, we will only issue a refund or an exchange for the hair if it is found to be faulty.

We actively encourage accounts to advertise the brand and our products on social media, their website and in print publications.  If you have any questions in regards to advertising or need marketing material, please contact us here.

When purchasing certain products using your trade account we give you access and permission to use our registered trademarks in conjunction with those specific products.  Our trademarks should not be used with any other brands products as doing so infringes on our trademark rights and confuses other consumers.  We reserve the right to refuse the use of any of our registered trademarks at any time for any reason.  Continued use of our trademarks in conjunction with other brands products could result in the closure of your account and legal action being taken against you.

General

We make every effort to maintain clear descriptions and endeavour to use up to date images that are representative and truly reflect the item to be purchased.  However, we cannot be held responsible for any perception you may have in product representation and the manufacturer's obligation of a right to change product specification including colour or design at any time and without notice.  It is also important to note that some colours may vary slightly from what you see on screen to the product ultimately received, depending on your monitor screen resolution and colour/display settings.

The Additional Lengths website, any material contained therein and any other rights associated with the website are property of Additional Lengths and may not be reproduced, distributed, transmitted, displayed, published or broadcast by you for any public or commercial use without the prior written permission of Additional Lengths.  If you wish to reproduce, store or transmit any of the content that appears on the Additional Lengths website on any other website, intranet or extranet, you must first obtain prior written permission to do so from Additional Lengths.

Additional Lengths, its partners or affiliates or any party involved in creating, producing or delivering this service, or on any website linked to this service, shall not be liable in any manner whatsoever for any direct, incidental, consequential, indirect, special or punitive damages arising out of your access, use or inability to use this service, or any site linked to this service, or in connection with any failure of performance, error, omission, interruption, defect, delay in operation or transmission, computer virus or line or system failure.

Additional Lengths shall also not be liable for any damages or losses, arising in contract, tort or otherwise; including lost profits, loss of business, or data; business interruption, damages and/or other consequential losses that result from your use of or inability to use the service, and/or from any action taken by you as a direct result of using material provided on the Additional Lengths website. This includes sites accessed through links from the Additional Lengths website.

Jurisdiction

These Terms and Conditions are governed by the Laws of England and any arising disputes resulting from the use of the Additional Lengths website shall be dealt with in the English Courts.

Recycle your old electricals

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.

Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

Many electrical items that we throw away can be repaired or recycled.  Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

Additional Lengths is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.

For example, if a customer bought a new hairdryer from us we would accept their old hairdryer and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item. Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol.

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.