Refund policy

CC Hair & Beauty — Returns and Refunds Policy

Last updated: 30/10/2025

We want you to be completely satisfied with every purchase from CC Hair & Beauty. If something is not right, we will do our best to resolve it quickly and fairly. Nothing in this policy affects your statutory rights.

1. Change-of-Mind Returns and Cancellations

If you purchased an item online, you normally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

You must inform us that you wish to cancel by emailing info@cchairandbeauty.com within this period.

After telling us that you wish to cancel, you must return the goods within a further 14 days.

Returned items must be in a resaleable condition and, wherever possible, include their original packaging, labels, accessories and instructions.

You may inspect an item in the same way that you reasonably could in a shop. We may make a deduction from your refund if the item’s value has been reduced because it was handled beyond what was reasonably necessary to establish its nature, characteristics and function.

Approved returns should be sent to:

CC Hair & Beauty
256–258 Roundhay Road
Leeds
LS8 5RL
England

Customers are responsible for the direct cost of returning change-of-mind items unless we have agreed otherwise.

Please use a suitable and secure postage service and retain proof of postage until your return has been resolved.

We cannot accept responsibility for a return sent using a customer’s chosen delivery service until it has been delivered to us.

2. Faulty, Damaged, Incorrect or Not-as-Described Items

If an item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at info@cchairandbeauty.com.

Where possible, please notify us within 7 days so that we can investigate the matter promptly. This request does not limit your statutory rights.

Please provide:

  • Your full name and order number;

  • A description of the problem; and

  • Clear photographs or video showing the item, packaging, shipping label and any damage or fault, where reasonably possible.

Please keep the item and all packaging while we investigate.

Do not dispose of the item or its packaging unless we have confirmed in writing that you may do so.

If evidence is unavailable because the item or packaging was disposed of before we had a reasonable opportunity to inspect or investigate the issue, this may affect our ability to verify the claim. This does not remove any statutory rights you may have.

We may contact the courier, supplier or manufacturer, or ask for the item to be inspected, to help verify the issue.

Any investigation will not unreasonably delay a remedy to which you are legally entitled.

Where goods do not meet the requirements of the Consumer Rights Act 2015, you may be entitled to a refund, repair or replacement, depending on the circumstances and when the fault is reported.

3. Prepaid Return Labels

Where CC Hair & Beauty is responsible for the return cost—for example, where an item is faulty, damaged, incorrect or not as described—we will email you a prepaid postage label.

You must:

  1. Print the prepaid postage label;

  2. Package the item securely, including all relevant parts and accessories;

  3. Attach the label clearly to the outside of the parcel;

  4. Take the parcel to the Post Office; and

  5. Obtain and retain proof of postage until the matter has been resolved.

We currently do not provide home collection or a paperless or QR-code return service.

Our standard prepaid-return method requires the customer to print the label and take the parcel to the Post Office.

Please contact us and obtain return authorisation before returning a faulty, damaged, incorrect or not-as-described item or paying any return postage costs.

This does not affect your statutory rights, including our responsibility for reasonable return costs where the law requires us to bear them.

4. Refunds

For an eligible change-of-mind cancellation, we will issue the refund without undue delay and no later than 14 days after:

  • We receive the returned goods; or

  • You provide evidence that the goods have been returned, if this is earlier.

We may withhold the refund until we receive the goods or receive evidence that they have been returned.

Refunds will be made to the same payment method used for the original purchase unless expressly agreed otherwise.

The time taken for the funds to appear in your account may depend on your bank or payment provider.

For an eligible cancellation of the whole order, we will refund the original standard delivery charge.

If you selected a more expensive delivery option, we are only required to refund the cost of our least expensive standard delivery service. Additional or premium delivery costs are not refundable unless required by law.

If the item was faulty, damaged, incorrect or not as described, your delivery and reasonable return costs will be handled in accordance with your statutory rights.

5. Electrical Items

Our electrical products are sold as new unless clearly stated otherwise.

If an electrical item is faulty or not as described, stop using it and contact us as soon as possible.

Please provide your order number and details, photographs or video showing the fault where reasonably possible.

We may ask you to return the item using our prepaid-label process so that it can be inspected.

Depending on the circumstances and the time that has passed, you may be entitled to a refund, repair or replacement under the Consumer Rights Act 2015.

The existence of a manufacturer’s warranty does not replace or reduce your statutory rights against us as the retailer.

We do not accept change-of-mind returns for electrical items that have been used beyond the handling reasonably necessary to inspect them. This restriction does not apply where an item is faulty or not as described.

6. Hygiene-Sensitive and Sealed Products

For health and hygiene reasons, we cannot accept a change-of-mind return for a sealed hygiene-sensitive product once its seal has been broken after delivery.

This may include certain:

  • Wigs;

  • Hair extensions;

  • Cosmetics;

  • Beauty products;

  • Hair accessories; and

  • Other personal-use products where the legal health or hygiene exception applies.

These restrictions do not apply where an item is faulty, damaged, incorrect or not as described.

Please do not open a sealed product if you have changed your mind and wish to return it.

7. Order Cancellations Before Dispatch

If you ask to cancel your order before it has been dispatched, we will try to stop the order and issue a full refund.

However, we cannot guarantee that a cancellation request will be received and processed before dispatch.

If the order has already been dispatched, you may use your applicable cancellation and return rights set out in this policy.

We do not charge a cancellation or restocking fee for a valid consumer cancellation.

8. Substitutions and Out-of-Stock Items

If an item becomes unavailable after you place your order, we will:

  • Contact you to offer a suitable alternative; or

  • Issue a full refund for the unavailable item if you do not accept an alternative.

We will not send a substitute product without your prior agreement.

9. Lost Orders

If an order has not arrived by the expected delivery date, please contact us as soon as possible.

We may need to open an investigation with the courier before confirming whether the parcel is lost.

The risk of loss or damage remains with us until the goods come into your physical possession, or the possession of a person identified by you to receive them, except where you independently arrange a carrier that we did not offer.

Any courier investigation will not remove or reduce your statutory rights.

10. Misuse, Accidental Damage and Exclusions

We are not responsible for faults or damage caused by:

  • Misuse;

  • Accidental damage;

  • Neglect;

  • Unauthorised repairs or alterations;

  • Normal wear and tear; or

  • Failure to follow the manufacturer’s instructions.

We may inspect an item before deciding whether one of these exclusions applies.

Nothing in this section limits liability that cannot legally be excluded or restricts your statutory rights.

11. Contact Information

CC Hair & Beauty

Registered address:
121–129 Chapeltown Road
Leeds
LS7 3DU
England

Returns address:
256–258 Roundhay Road
Leeds
LS8 5RL
England

Email: info@cchairandbeauty.com
Telephone: 0113 249 5562

This policy is intended to comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If any part of this policy conflicts with a customer’s statutory rights, those statutory rights will apply.