Terms & Conditions

This page together with our Privacy Policy tells you the information about the legal terms and conditions on which we sell any of the products listed on our website to you.
These terms and conditions will apply to any contracts between us for the sale of the products to you. This includes orders made through our website, over the phone and in person. Please read these terms and conditions carefully and make sure you understand them before ordering any products from our website.  Please note that by placing an order you are accepting our terms and conditions.
1. Contract
1.1 Our shopping pages will guide you through the steps you need to take to place an order with us. Our ordering process allows you to check and amend any errors before fully submitting your order.  Please take the time to read and check your order at each stage of the order process.
1.2 After you have places an order, you will receive an email from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted.  On receiving your order, it will be processed (see clause 3) and dispatched (see clauses 5 and 6). Our acceptance of your order will take place as described in clause 1.3.
1.3 We will confirm our acceptance to you by sending you an email that confirms that the products have been dispatched. The contracts between us will only be formed when we send you the dispatch information.
1.4 If we are unable to supply you a product, for example, because the product is not in stock or no longer available, or because we cannot meet your requested delivery date, we will inform you of this by email and we will not process your order unless you agree on replacement products or amended delivery date. If you have already paid for the product and you do not agree to alteration of your order or delivery date, we will refund you the full amount including any delivery costs charged within 14 days. 
2. Definitions
2.1 Hair products: In these terms and conditions, hair products are defined as any item made of or containing human hair.
2.2 Virgin hair: In these terms and conditions, virgin hair is defined as human hair which was not improperly chemically processed and was not permanently altered by bleaching or dyeing. Some processing is expected to go into making extensions with virgin hair (i.e disinfection or washing and conditioning).
2.3 Non-hair product: In these terms and conditions, non hair products are defined as products which do not contain human hair (i.e wig caps and accessories).
2.4 Retail customer: A retail customer is defined as a customer who places an order where the  total number of hair products exceeds 50 items in total or where the order of non-hair products exceeds 50 items of the same product.
2.5 Wholesale customer: A wholesale customer is defined as a customer who places an order where the number of hair products exceeds 50 in total or when an order of non-hair products exceeds 50 items of the same product. 
3. Processing
3.1 After receiving your order and payment, your order will be processed and dispatched.
3.2 For retail customers, our processing times vary amongst our products. These times are outlined on each product page and can be between 1 - 7 working days. Without prejudice to the order processing time,
         3.2.1 Processing times on orders which are placed before 14.00hrs (2pm GMT) on a weekday are effective from that day.
         3.2.2 Processing times on orders which are placed after 14.00hrs (2pm) GMT on a weekday (excluding Friday) are effective from the next working day.
         3.2.3 Processing times for orders placed after 14.00hrs (2pm) GMT on a Friday, on a weekend, or on a Bank Holiday (UK) are effective from the next working day.
3.3 For wholesale customers, the ordinary processing time is 1 - 14 working days.
3.4 If for whatever reason, we require longer dispatch times, we will notify you by email and will ask you to agree to the new dispatch times. If you do not agree, we will refund you in full including any postage charges you have paid.
4. Price
4.1 The prices payable for the goods are those set out on the website.
4.2 The prices stated on the website includes any applicable taxes.
4.3 For wholesale customers, an overall price can be individually agreed.
4.4 There might be an additional delivery cost added to all orders. When applicable, the delivery cost is clearly stated during the checkout process before you place the order.
 5. Postage and Packaging
5.1 All parcels will be sent within the ordinary processing times specified in clause 3 above. If the parcel cannot, for any reason, be sent within that time, the customer will be notified with a new estimated dispatch date.
5.2 All parcels are sent using Royal Mail, Parcel Force, UPS, FEDex, TNT, USPS or DHL.
5.3 The ordinary delivery times are those specified by the couriers mentioned in 5.2. For up-to-date delivery times, please contact the courier.
5.4 The customer is notified by us when the parcel has been dispatched in accordance with clause 1.3. The email notification will include a delivery address provided by the customer at the checkout. 
5.5 Delivery is completed when the items have been delivered to the address you have provided and the items are your responsibility from that time.
5.6 We are not liable for any delays or any outcomes which might result from incorrect or incomplete delivery address which you have provided us with.
5.7 Hair products are packaged in generic packaging which corresponds to the product but may not feature the specific product name or picture of the enclosed product. Best efforts are made to ensure that the product packaged matches the electronic receipt.
6. International Deliveries
6.1 We deliver to the areas and the countries listed on our Delivery & Returns page.
6.2 If you order products for international delivery, your order may be subject to import duties and taxes that apply when the delivery reaches the destination. Please note that we have no control over these charges and we cannot predict their amount.
6.3 You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
6.4 You must comply with all applicable laws and regulations of the country of which the products are destined. We will not be liable or responsible if you break any such law.
6.5 Delivery of your order might be delayed by customs. You must inform yourself of customs procedures and inquire about potential delays in receiving your goods prior to placing an order. 
6.6 We are unable to advise on relevant customs procedures and practices employed by relevant authorities of any country. 
7. Items lost in the post
7.1 If the parcel is lost by the courier and if we are notified by the courier, we will in turn notify you.
7.2 You may at this stage cancel the order.
7.3 Unless you exercise your right to cancel the order, a replacement item will be dispatched within the ordinary processing times as stated in clause 2.
7.4 Sometimes items are lost without us being notified. If you have not received the parcel 14 - 30 days. after it has been dispatched, you must notify us in writing. You may exercise your right to cancel your order or ask for a replacement item to be dispatched.
7.5 Due to guidelines set by the couriers, no action can be taken before 30 days after the estimated delivery date.
8. Cancellations and returns of delivered items
8.1 You have a legal right to cancel your order. You also have the right to obtain a full refund if you return the items to us, as set out in clause 9 below. However, there are some exceptions to your right to cancel your order.
8.2 Due to the nature of the hair products sold, they are exempt from the ordinary rights of cancellation and return if they are removed from the sealed plastic packaging. You have the right to return the hair products within 14 days from the date of delivery provided that they remain sealed in their plastic packaging.
8.3 All non-hair items can be cancelled and returned within 14 days from the date of delivery.
8.4 If your order contains multiple items which are dispatched at different dates, your right to cancel ends after 14 days following the delivery of the last item of the order.  
8.5 If your order contains multiple items which are part of a deal with a fixed price for multiple items, you must return all the components of the deal  in that order (for example, bundle deals). We cannot give partial refunds if you only decide to return some of the items.
8.6 If you wish to cancel the order  and return the item, you must notify Anna Hair Co UK by filling in the cancellation form which is available HERE and email it to Anna Hair UK at sales@annahair.co.uk
8.7 If you do not wish to use the cancellation form, you must include your name, address, order number, list of items you wish to cancel, date of purchase and the price paid with your return.
8.8 We will confirm the receipt of your cancellation form within two working days.
8.9 Some orders cannot be cancelled and returned. This includes any item which has been custom made or altered to your specifications. This includes, but it is not limited to specifically customised lengths, any bases, wigs, density of any hair piece/unit and any chemical treatment of our products (colouring, bleaching, perming etc.)
8.10 You must pay for the cost of return postage. Please ensure that you use traceable postage service and additional insurance as you are responsible for returning the item back to us in the condition that we have sent it to you.
8.11 Any person who returns products in an unhygienic used state will become liable for any contaminations or damage to the returned product. If any of our other stock becomes contaminated as a result of unhygienic returned products or causes harm to any person acting under instruction of Anna Hair Co., you will become liable for any loss of products and/or earnings which might occur from cross-contamination.
8.12 Only returns that contain a document which clearly outlines customer's name and order number will be refunded promptly.
8.13 When a parcel is received which does not contain a note to indicate that this is a cancelled order, contents of the parcel will be either sent back to the sender (if return address is included on the parcel) or treated as lost property and stored for a period of six calendar months. Refund for such orders can only be issued after the stated period of time if a single rightful owner contacts us in writing and provides evidence of the returned goods. 
8.14 Period of six calendar months is necessary to be able to ensure that no other claims are received which could challenge the ownership of the returned goods. 
9. Refunds
9.1 If an order is cancelled you will receive a full refund, including the delivery cost you have paid.
9.2 The refund can only be made to the same credit/debit card or PayPal account used to make the purchase.
9.3 Refund would be processed within 14 days after we have received the returned item and we are happy with its unused condition.
9.4 Only returns which comply with Para 8. will be dealt with promptly. 
9.5 You will not receive refund for the delivery cost you have paid if you do not return your order in full. If you decide to keep some of the items from your order, you will only receive a refund for the cost of the items you have returned. 
10. Product Description
10.1 All items sold conform to the description given on the website.
10.2 Hair products sold are "virgin human hair" and come from different live donors. For this reason, we cannot guarantee colour or texture of the hair with absolute accuracy. Straight, wavy and curly patterns might vary slightly amongst the hair pieces/units. Virgin hair colour will range between jet black (colour 1), natural off black (Colour 1b) and shades of dark brown, with a few light strands. Some of the pieces might also contain strands of grey hair. Each hair piece/unit is entirely unique so please use pictures as a guide only.
10.3 All pictures of the products are taken with a professional camera and products might appear slightly different under natural lighting from the images shown. Bows and ribbons we use for product decoration might vary in colour and texture.  Packaging might also vary, depending on the volume of the order.
10.4 Human hair can easily dry out, tangle or shed after a period of time. Appropriate maintenance is necessary to keep hair products healthy. We cannot provide any warranty or predict how long the hair will be in its original healthy condition because this depends on buyer's maintenance practices and donors' lifestyle choices.

10.5 All chemical processes and any alterations should only be done by trained professionals. Where stated, some hair products can be dyed or permed but please note that this will affect the hair quality and any such action is at your own risk.

10.6 Where applicable, some products are described as tangling and shedding free. This refers to the state of the product as it will be delivered to you. We cannot possibly predict how long the product will remain tangling and shedding free if you decide to continuously use it.

10.7 Any product of a human being might behave differently than expected after prolonged use. Special care must be given to ensure that installation of our products, haircare regime and haircare products used correspond to the specific human hair you have received. 

10.8 All human hair is unique and we cannot give any warranties or predictions on how long the hair will stay in the same healthy state as it was sent to you. This entirely depends on how the hair received is treated.

10.9 All hair lengths are approximate and may vary +/- 1 inch, but they never deviate from stated length marks more than this. We try very hard to match each hair product to the exact length but because each piece comes from a live donor, we cannot fully guarantee that the hair lengths would be exact to the stated mark.

10.10 Each hair product might contain some considerably shorter strands. Stated hair length of each product refers to the longest strands of hair found in that hair product.

10.11 Some textures are stored while the hair is braided in small plaits. Occasionally, you might find braided strands in some hair products. You are required to unravel any such braids before use.

10.12 All hair lengths are measured when hair is stretched straight, therefore curly and kinky patterns might appear shorter when in their curly, wavy or kinky state.

10.13 Installation and use of our products by you is evidence that the products which you have received are fully fit for their purpose. 

11. Product Liability
11.1 We do not accept liability for any damage or injury caused by the products other than through our negligence.
11.2 All products  are intended for professional use only.
11.3 Keep products and packaging away from small children.
11.4 We recommend that you seek advice from a trained professional on the use of our products
11.5 We accept no responsibility for installation and alteration of products by third parties including after care requirement. This includes, but not limited to, damage caused by cutting or failure to care for hair correctly resulting in skin and hair damage or hair loss.
12. Events beyond our control
12.1 We shall have no liability to you for any failure to deliver goods or any delay in doing so or for any damage or defects to goods delivered that is caused by any event or circumstance beyond our reasonable control including but not limited to, strikes and other industrial disputes, breakdown or systems or network access, flood, fire, explosion or accident.
12.2 We will take every reasonable effort to notify you of any delays to your order if they are delayed or impossible to deliver by an event beyond our control.
13. Invalidity
13.1 If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
14. Privacy Policy
14.1 When making an order through our website, you agree to be bound by our privacy policy, which can be found HERE.
14.2 We use Sage Pay to collect and process transaction information. Sage Pay's security policies can be found by visiting (www.sagepay.co.uk/policies/security-policy)
15. Governing Law
15.1 The contract between us shall be governed by and interpreted in accordance with the law of England and the English courts shall have jurisdiction to resolve any disputes between us.
16. Entire Agreement
16.1 These terms and conditions, together with our current website prices, delivery details, contact details and privacy policy, set out the whole of our agreement relating to the supply of the goods to you from us.
16.2 Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentations, we shall have no liability for any such representation being untrue or misleading.
17. Amendments
17.1 We reserve the right to amend the terms and conditions and our privacy policy at a future date.
17.2 Every time you order products from us, the terms and conditions in force at the time of your order will apply to the contract between you and us.
17.3 We may revise these terms and conditions as they apply to your order from time to time to reflect changes in relevant laws and regulatory requirements.
17.4 If we have to revise these terms as they apply to your order, we will contact you to give you advance notice of the changes and let you know how to cancel the contract if you are not happy with the changes. You may either cancel either in respect of all the affected products or just the products you have yet to receive. If you opt to cancel, you will have to return (at our cost) any relevant products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.  
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