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Returns Policy

Refunds, Damages & Order Issues

We know you’ll love People, but in the unlikely event something’s not quite right with your order, please let us know so we can make it right. Contact us anytime at hello@peoplehaircare.co.

Damages - Please inspect your order upon arrival and contact us immediately if the item is defective or damaged so we can get to work fixing it.

Wrong Orders – Mistakes can happen (rarely!). If you receive the wrong item, please let us know and we’ll get our People people working to fix this ASAP!

Where a refund is deemed appropriate, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

All shipping fee expenses including return and redelivery will be covered by the customer. 

Faulty Products:

In the event of a faulty product, your rights as a consumer under statutory law are not affected by any provisions within this policy. If you receive a product that is faulty or not as described, you are entitled to a refund, repair, or replacement in accordance with applicable consumer laws. This policy does not override or limit your statutory rights regarding faulty goods.

Delivery Policy:

We aim to deliver products to your requested address within our estimated timeframes, although exact delivery dates/times cannot be guaranteed. Here are key points regarding our delivery process:

  1. Delivery Estimates: We provide estimated delivery times at the time of your order, but these are indicative and may depend on our delivery delays outside our control.

  2. Notification of Delays: If we anticipate being unable to meet our estimated delivery date or time, we will endeavor to inform you promptly. However, we are not liable for any losses arising from late or delayed delivery, to the extent permitted by law.

  3. Delivery Instructions: We aim to leave your order at the address specified during purchase. It's your responsibility to ensure timely acceptance of delivery. Our delivery partners may contact you via SMS to provide delivery options, including leaving the item if safe, redirecting to a collection point, or arranging re-delivery.

  4. Authority to Leave: By default, you authorise us to leave items at your specified address. If the delivery driver deems the area unsafe, your order may be redirected or returned to our Fulfilment Centre.

  5. Unclaimed Orders: If you unreasonably delay delivery acceptance or fail to collect the product within two weeks of our first attempt, we may charge storage fees or cancel the order and refund you less administrative charges.

  6. Delivery Limitations: We may not be able to deliver to certain locations, and equivalent delivery options may not be available everywhere. If we cannot deliver to your location, we will notify you and arrange cancellation or delivery to an alternative address.

  7. Risk of Loss: Unless otherwise specified, risk passes to you upon delivery. We are not liable for loss or destruction of the product once the risk has passed.

  8. Product Handling: Please take care when opening the product to avoid damage, especially when using sharp tools.