Delivery Information and Refund Policy

Delivery & Shipping Information

  1. Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.
  2. Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be processed and dispatched by our warehouse. Within the UK, it takes 1 to 2  working days. Please note this can take longer during our sale periods when it may take up to 3 to 5 working days for shipments to be dispatched. Our intenational shipping takes 4 to 7 working days, But can take up to 7 to 10 days during sales periods, 
  3. We work closely with our shipping partners (DHL, UPS, )  to minimize the potential impact of custom delays on our international customers.

Refund / Cancellation Policy

 

 

We will make every effort to match each order to your exact specifications. Because our natural hair is 100% virgin human hair and each individual piece comes from a separate donor we cannot guarantee hair colour or texture. Our natural hair comes in straight, wavy and curly pattern, the colour will range between a natural 1b and 2. In some cases we may have natural lighter pieces that are available upon request but not guaranteed. Please be forewarned, refunds and/or exchanges WILL NOT be issued for dissatisfaction with texture or colour.

 

Return policy

At Aunty Betties Hair we maintain a very high level of quality assurance. All our hair is prepared and professionally packaged. Everything goes through a vigorous process to make sure you are receiving the best quality product possible. All hair orders are thoroughly inspected before shipping. It is our primary focus to make sure you are completely satisfied. 

 

Due to the nature of our product, all sales are final 

 

 

Replacements

We take great pride in our product and it is 100% guaranteed. Since natural hair is reactive to a simple wash and deep conditioning product issues or concerns can often easily be remedied by implementing a simple care regimen. However, if you feel you've received a product that if truly defective and unusual we want to hear from you! If you have received any product that is defective you must contact us within (30) calendar days of receipt of the merchandise.

 

Although no refunds are permitted we will address the quality issue at once. A Customer Service Representative will provide the customer with mailing instructions for the return of the entire product in question. Customers will be responsible for paying costs associated with returning the item to the Aunty Betties Hair Distribution Center. AFTER its verifies and agrees by Aunty Betties Hair that the product is defective in any way, Aunty Betties Hair  will then exchange or replace the item.

 

If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. Aunty Betties Hair will cover the cost of shipping the exchanged/new item back to the customer. If Aunty Betties does not validate the product defect issue, we will return the item in question to the customer at our expense without an exchange of product.

 

Exchanges

From time to time, Aunty Betties Hair, at its sole discretion, may exchange products or portions of a product under the following conditions:

 

  • Requests must be made within 5 business days of receipt of product(s). 

 

Any exchange request after 5 business days will not be honored.

 

  • We will not accept any merchandise which has been used or altered (brushed, combed, picked, cut, or processed) in any way. 

 

According to the Federal law you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns and federal law. Please return the item in the original and resalable condition as a necessary health precaution. Note that perming, coloring, lifting or otherwise processing the hair voids ALL EXCHANGE AND REPLACEMENT guarantees.

 

  • Product must be exchanged for something of equal or greater value. 

  • You must send the product back to us in order to process the exchange. 

 

In order to process an exchange the unwanted product would need to be sent back at your expense. We suggest sending through a carrier that provides tracking information and delivery confirmation since we are not responsible for lost packages. Once your product has been received it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.

 

* In the Rare Occurrence of a product defect, the policy will be as followed:

 

There is a 30-day Product Defect Exchange Policy which commences on the date of purchase. Customers should contact an Aunty Betties Hair on 02071013760 and notify them of their issue or concern. The hair must be removed and the entire purchased amount must be returned for the quality assurance process to begin. A Customer Service Representative will provide the customer with mailing instructions for the return of the product in question.

 

Customers will be responsible for paying costs associated with returning the item to the Aunty Betties Hair  Distribution Center. If Aunty Betties Hair   verifies and agrees that the product is defective in any way, Aunty Betties Hair will then exchange or replace the product. If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. Aunty Betties Hair will cover the cost of shipping the exchanged/new item back to the customer. If Aunty Betties  does not validate the product defect issue, we will return the item in question to the customer at our expense without an exchange of product.

 

Shipping Delays

For your convenience it's always advisable not to wait until the last minute to place your order. If you have a deadline, it is always wise to order far enough in advance to allow for unanticipated delays. We will give you a delivery estimate when you place your order based on the information we receive from our warehouse on behalf of UPS. We are not responsible for late shipments due to increment weather, holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust UPS to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. If you need additional information, please contact us on info@auntybettieshair.com

 

Failed Deliveries / Refused Shipments / Incorrect Shipping Address

Incomplete or incorrect address information is the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package. Your order will be shipped via UPS to the address you provide. It is extremely important that you give us the most accurate and complete information possible. If an address correction needs to be made after your shipment has been sent you will be assessed the £10 fee UPS charges us to make the correction. 

 

NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.

 

If a shipment is returned to us due to a bad address you will be responsible for additional shipping charges. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.

 

Lost Shipments

If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please call us immediately at 02071013780. We will contact UPS right away and initiate a trace for your package and have them start an investigation. This investigation can take up to 8-10 business days.  If it is determined that your shipment has been lost a replacement will be sent pending UPS's investigation of the situation.

 

International Shipments

All international customers are required to submit a signed credit card authorization form complete with supporting documents. Once you've placed your order you will be contacted by Customer Service to provide this information.

International Shipments must clear customs. The rules and requirements for customs clearance vary from country to country. It is the customer's responsibility to pay any additional taxes, fees or duties or to arrange for any permits or special paperwork that may be required. Invoices are sent with all shipments. This is the only document that will be sent with your shipment.

 

Policy Changes

Aunty Betties  Hair 

 

LTD, reserves the right at our discretion to make changes to prices, policies and procedures. Please check this page periodically for changes.

 

Limitation of Liability

Aunty Betties Hair  LTD, does not accept liability beyond the remedies set forth herein, including any liability for products not being available for, or the provision of services and support. Aunty Betties  will not be liable for consequential, special, indirect or punitive damages even if advised of the possibility of such damages, or for any claim by any third party except as expressly provided herein. This limitation of liability applies both to products and services.

 

Customer agrees that for any liability related to the purchase of products, Aunty Betties Hair  is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of products under this agreement. Customer agrees that for any liability related to the purchase of services not bundled with products under this agreement, Aunty Betties Hair is not liable or responsible for any amount of damages above the aggregate  amount paid by customer for the purchase of services under this agreement.

 

Discounted Products

Returns, replacements and exchanges are permitted on certain discounted products only. Any purchases made at promotional events, using any of the following: Promotional (Promo) Codes or any other discounting method provided by Aunty Betties  LTD may be exchanged within five (5) business days of purchase but may not be returned for a refund. Items purchased on sale may be returned during the 5 business days and the sale promotion may be applied to the exchanged item if applicable. Any purchases made at trade shows, or received as prizes or for compensatory purposes are not permitted.

 

Prizes and Compensation

Any purchases made at trade shows, or received as prizes or for compensatory purposes are not permitted to be exchanged or returned.

 

. All orders that are UK guranteed next day delivery. 

 

Shipping Delays

A signature is required for all of our orders to be delivered. It is always wise to order far enough in advance to allow for unanticipated delays. We are not responsible for late shipments due to holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust UPS to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges

Taxes

Taxes and duties are calculated according to your shipping destination and itemized on the Order Summary page. UK VAT will be applied to orders dispatched within the United Kingdom, excluding the Channel Islands. Local VAT will be applied to all other EU destinations.

Most countries are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be calculated at checkout.