REFUND/ EXCHANGE/ CANCELLATION POLICY

 

We take pride in offering excellent customer service to our customers. Due to the nature and demand of our products, all products purchased from us are non-refundable. However, we are happy to offer an exchange with an equally priced product if it is by our own error, make amendments or replace with the same product.  Please note that if you decide to exchange for a higher priced product, you (the customer) will pay the price difference.

In rare cases, a discretional refund can be offered with an approval from the Founder- Jessica.

 

NOTIFICATION

We must be notified within 3 days of delivery to be eligible for exchange, please ensure to notify us within this timeframe or we may reject your request. To be fully eligible for an exchange, the product must be unused and in the same condition that you received it. We cannot offer exchange for an item not in its original condition.  If you purchased a human hair product, please ensure that the hair is not altered; for example by washing, straightening, applying products or cutting the lace if the lace was still intact before delivery. 

If a discretional refund is approved instead of an exchange (excluding custom orders), transaction fees incurred when you placed the order online is not refunded (in ALL circumstances). Refund will go back to the original payment method account only.

 

Custom made orders are strictly non-refundable or eligible for exchange, only adjustments. Custom orders are orders made according to your preference, modified to be suitable for you  and in most cases, cannot be resold. 

 

SHIPPING COST

 

You (the customer) will be responsible for paying for the shipping cost for returning your item back to us and ensure it is delivered to us (in ALL circumstances). Address will be provided, we recommend that you use a tracking shipping service and send us a tracking number. If the return item is lost in post, B.E.S.T by Jessica will not be liable, and you will no longer be eligible for exchange or refund.

 

ORDER CANCELLATIONS

If you wish to cancel your order because you changed your mind or for any other reason, we must be notified within 24 hours of placing the order for a refund. Please note that transaction fees are not refunded, even if you notify us within 24 hours. This policy also applies if your order is cancelled by B.E.S.T by Jessica in ALL circumstances.

 

Orders placed after 24 hours can no longer be cancelled.

 

LOST/ STOLEN/ DELAYED PARCELS

Please note that B.E.S.T by Jessica is strictly not be liable for parcels that are lost or stolen if the tracking number shows the parcel has been “delivered” to you (the customer). If your parcel is delayed, it is no longer beyond our control, so we will try our best to support you by contacting the courier service for updates and open a case if required. We are not liable in this instance means "we will not refund items already fulfilled and shipped by us because it is delayed in post. If it is lost or stolen in post in rare cases, it is also beyond our control. However, we will open up a case and come up with a resolution to refund or replace item up to a maximum allowed value.

It is the customer’s responsibility to track item, ask neighbours after a delivery attempt, pick up parcels from delivery offices if it was sent there and arrange redelivery for missed parcels.

If you will be travelling at the time your order is ready to ship and there is no one around to receive your parcel, please notify us in advance to ship at a later date.

 

If your parcel will be “returned to sender” (if found by courier) after a missed, delayed or lost delivery, we will wait to receive the parcel according to the courier timeframe before shipping to you again. Please note that we cannot ship replacement products whilst waiting for previous parcel to be “returned to sender” in ALL circumstances.

 

POLICY MODIFICATIONS

We reserve the right to modify this refund policy at any time. Changes and clarifications will take effect immediately upon their posting on the website. If we make significant changes to this policy, we will notify you here that it has been updated. Please do not hesitate to contact us via email (inquiries@bestbyjessica.co.uk) if you have any questions.

 

APPLICATION

This policy applies to full priced items and sale items.

This policy applies to B.E.S.T by Jessica products and not B.E.S.T by Jessica Salon Services.

Proceeding with your order and ticking the mandatory checkbox means you have accepted this refund/ exchange/ cancellation policy.