Refund policy
Mane Magic – Returns, Refunds & Delivery Policy
Right to Return Within 14 Days of Delivery
In accordance with the Consumer Contracts Regulations 2013, customers have the right to return unwanted goods within 14 days of delivery for a refund. Exchanges are not currently available.
Return of Unwanted Goods
We accept returns of unwanted items within 14 days of delivery, provided they meet the following conditions:
Items must be unopened, unused, and in their original, undamaged packaging.
All tags, seals, and labels must remain intact.
Returns must include your order number or a copy of your invoice — items returned without these details cannot be processed and will be sent back at your expense.
Products that have been opened, used, or tampered with will not be accepted and will be returned to you at your cost.
Return postage is the customer’s responsibility; we do not cover courier or postal costs for unwanted returns.
All returns must be sent with proof of postage and tracking. Please retain these details until your refund is confirmed.
Mane Magic cannot be held responsible for items lost or damaged in transit.
Once your return is received and approved, your refund will be processed within 7 working days to your original payment method.
Return of Defective or Faulty Products
If you believe you’ve received a defective item, please contact our customer support team within 24 hours of receiving your order.
Please do not dispose of the item until the issue has been assessed and a return has been authorised.
Items must be returned with tracking and proof of postage. Mane Magic is not liable for lost or damaged parcels during return transit.
We do not refund postage costs for returned items unless the product is confirmed to be defective.
Once received, if our quality team agrees that a fault is present, a refund or replacement (including return postage) will be issued within 7 working days. Proof of postage will be required for reimbursement.
Return of Used or Faulty Hair Extensions
We do not recommend allowing Mane Magic hair to come into contact with products containing Avobenzone (Butyl Methoxydibenzoylmethane) or Octocrylene, as these ingredients—commonly found in sunscreens—can cause discolouration. If discolouration occurs, we recommend using a Malibu C Hard Water Treatment to help restore tone.
The use of toners, hair dyes, purple/colour shampoos, or any products not approved in our aftercare guide voids your warranty and disqualifies the product from return or replacement.
Discolouration (including brassy or pink tones) is not considered a manufacturing fault. It is a result of chemical interaction with other substances and can typically be corrected with a cleansing treatment.
Avoid wearing your hair in saunas, steam rooms, swimming pools, or the sea, as heat, chlorine, salt, and minerals can cause damage or discolouration.
Please avoid describing an item as faulty if Mane Magic’s official aftercare guidance has not been followed.
We do not recommend dyeing Mane Magic extensions. Any attempt to recolour or tone the hair voids your 30-day warranty.
With correct aftercare and regular professional maintenance, our extensions have a lifespan of up to 9 months. We recommend using Mane Magic Shampoo and Conditioner to maintain quality and performance. Lifespan may vary depending on usage and care, and Mane Magic is not responsible for damage caused by improper maintenance.
Due to the natural processing of our rooted shades, slight fading may occur after several weeks and is not a fault.
As our hair is 100% human, natural variations between sets can occur. Texture, longevity, and styling hold may differ between donors—this is not considered a defect.
Warranty and Fault Investigations
All Mane Magic hair extension products include a 30-day warranty from the date of receipt.
We offer replacement only for products confirmed to have a manufacturing fault. Refunds are not issued for used products.
If you believe a fault has occurred, you must notify our customer support team within 24 hours and return the complete product within 7 days for investigation.
Photos alone cannot be used to assess a claim. The entire product must be returned for our quality team to complete a full inspection.
Items returned without all original pieces or components will not be investigated and will be sent back to you.
Customers are responsible for the cost of returning items for inspection.
All returns must include tracking and proof of postage. Mane Magic is not liable for parcels that do not reach our office or arrive damaged.
Once your return is received, our investigation will be completed within 7 working days. If a manufacturing fault is confirmed, a replacement of the same product and value will be issued.
If the product is unavailable, an alternative or credit to your account will be offered.
Delivery Policy
Mane Magic is not responsible for delays caused by external factors such as postal strikes, transport issues, or events beyond our control, but we will always assist in tracking or resolving delivery issues promptly.
Missing Parcels
In the rare case of a missing parcel, please contact our customer support team.
We are required to allow time for the courier’s investigation before the parcel can be declared lost. Once confirmed, we will arrange a refund or replacement as appropriate.
Incorrect Delivery Details
Please ensure your shipping information is accurate at checkout. Mane Magic cannot be held responsible for parcels delivered to an incorrect address due to customer error.
If an order is returned to us because of incorrect details, we can resend it once the correct address is provided. Additional shipping charges will apply.
If you no longer require the order once returned, a refund will be issued minus shipping costs.
If an error occurs due to Mane Magic, we will take full responsibility and correct it immediately.
Orders
Placing an order on our website confirms your agreement to these terms and conditions.
Once an order has been placed and accepted, amendments cannot be made.
All items listed on our website are available for purchase unless stated otherwise. We do not offer pre-orders.
Mane Magic reserves the right to cancel, amend, or refuse an order at any time.