Return & Refund Policy 2025
Our Responsibility:
At Hairdrop, we strive to provide a safe and enjoyable shopping experience for both buyers and sellers. Hairdrop is not involved in the creation, shipment, or fulfillment of orders. We provide the platform for these transactions and only intervene in disputes if the issue cannot be resolved between the buyer and seller. This policy sets out the return and refund conditions that govern transactions made through our platform, ensuring compliance with UK consumer law.
Disclamer: HairDrop acts solely as a facilitator of transactions between buyers and sellers. As of current, we do not own, sell, or ship products. Our role is to provide the digital environment where buyers and sellers can transact securely. Any issue arising during a transaction, including returns and refunds, should initially be handled by the buyer and seller directly.
Vendor Responsibility:
Accurate descriptions: Sellers are required to accurately and clearly describe all products in current state, including any imperfections or unique details.
Appropriate packaging: Sellers are responsible for ensuring that orders are properly packaged, stating correct delivery location.
Shipping Timeliness: Sellers must dispatch orders within 5 business days from the date of purchase.
Tracked Shipping: Sellers must use tracked shipping methods for all orders, ensuring that tracking information is uploaded to the platform promptly after shipping.
Dispute Resolution: Sellers are expected to resolve any issues raised by buyers in a timely and fair manner.
Buyer Responsibility:
Right to Return/Refund: Under UK law, buyers are entitled to request returns or refunds only if products are defective, not as described, or otherwise in breach of the seller’s stated terms.
Due Diligence: Buyers are encouraged to review product descriptions, images, and seller ratings carefully before making any purchases.
Timely Claims: Any claim for a return or refund must be initiated within 2 working days by means of a report to our team, alongside substantiating evidence.
Integrity: Buyers ensure that all claims for returns or refunds are honest and supported by relevant evidence. Any attempt to falsely claim a product is defective, misrepresented, or otherwise in violation of the seller’s terms will not be tolerated and may result in suspension from the platform.
Courier Responsibility:
Delivery Standard: Couriers are responsible for the safe and timely delivery of packages once they have been handed over by the seller.
Lost Parcels: If a parcel is lost in transit or delivered to the wrong address due to courier error, the seller should file a claim with the courier for reimbursement.
Please note: Regardless of outcome with courier, sellers are legally obligated to ensure that buyer receives any item paid for. In the event that shipment issues occur, seller must agree to resolve the issue with the buyer immediately, by means of agreement, replacement, or refund.
Refund Eligibility:
Refunds are subject to specific criteria to protect both buyers and sellers on our platform. To be eligible for a refund, certain conditions must be met in regard to the reason for your refund request, and adherence to the applicable return and refund window. Please review the following guidelines to determine if your purchase qualifies for a refund.
Buyers may qualify for a refund if:
Item Not Received:
-No updates or delivery confirmation within 14 days of the estimated delivery date.
-Item lost in transit.
Item Not as Described:
-Wrong item sent.
-Counterfeit item received.
-Item damaged or faulty (not disclosed in the listing).
Faulty Goods:
– Items not of satisfactory quality, fit for purpose, or as described in compliance with consumer protection act.
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- Change of mind or incorrect sizing.
- Items that have been used by the buyer or altered in any way.
- Issues reported after 2 days of delivery confirmation.
- Items correctly described but not meeting personal preference.
- Incorrect delivery information provided at the time of checkout.
- Items that are listed on HairDrop but paid for through external gateways.
Please Note: Refunds are issued for the purchase price of the product only. Processing and service fees payable to the HairDrop platform are non-refundable as they cover transaction costs charged by our payment processors, administrative expenses, and the resources involved in facilitating and managing the transaction. Additionally, these fees enable us to provide buyer protection, so when a refund is necessary, processing costs are fully covered.
We strive to be transparent about all costs and appreciate your understanding of the expenses required to maintain a smooth and secure transaction process on the HairDrop platform.
If you’ve encountered any problems with your order, please follow the steps below to ensure we are promptly informed about the issue at hand, and can assist you as efficiently as possible.
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- Contact the vendor and the HairDrop team directly within 2 days of receiving the item.
- Provide substantial photographic evidence of the issue, damage or defect. (e.g., photos of the item, communication with the seller, tracking issues).
- If the Vendor does not resolve the issue satisfactorily, HairDrop may assist in resolving the matter through refund or other means of settlement.
To ensure you provide all the necessary details for your claim, we recommend completing our Complaint Form. Once submitted, our team will promptly review your claim and work diligently to resolve the matter efficiently.
Please Note: We highly respect the privacy of all members within the HairDrop community, and do not monitor chats between buyers and sellers regularly. Therefore, it is critical that you contact our team within the given time period of two days with any concerns you may have regarding your order.
Returning an Item:
If the claim is justified the buyer must return the item to the seller and provide proof of return. The buyer is responsible for return shipping costs unless the seller agrees to cover the costs.
Refund Timeline: Once the seller confirms receipt of the returned item, a refund will be processed to the original payment method provided at the time of checkout.
Please Note: Whilst we aim to process all transactions swiftly, our team takes extra care in handling claims to ensure that all HairDrop users receive reasonable and fair treatment, protecting buyers and sellers alike. Therefore, buyers must allow up to 14 days from the sellers receipt of the returned item to receive a refund. We appreciate your patience in these matters.
Dispute Intervention:
Limited Mediation: HairDrop will step in to mediate a dispute only if the buyer and seller have made reasonable efforts to resolve the issue directly without success. HairDrop will also intervene when there is clear evidence that a listing was misleading or in breach of HairDrop’s guidelines.
Final Determination: In the event of mediation our team will make a decision in accordance with UK law and company policy. HairDrop’s intervention does not alter the rights or responsibilities of the buyer or seller, all decisions made are intended to protect vendors and buyer equally
No Extended Liability: HairDrop does not assume liability for any product issues, shipping disputes, or financial losses incurred during the transaction.
Exchanges:
Currently, Hairdrop does not support direct exchanges between buyers and sellers. If a buyer wishes to exchange an item, they must return the item following the return guidelines and place a new order for the desired product.
Notice:
Hairdrop works to facilitate smooth transactions, but all disputes and transactions are ultimately between the buyer and seller. Both parties must work together to resolve issues according to the terms above. By using Hairdrop, you agree to the above terms and understand the responsibilities of all parties involved.