Refund policy
RCJ LUXE – RETURNS & REFUNDS POLICY
We want you to love your RCJ LUXE purchase. Please read our returns policy carefully before making a purchase.
CANCELLING OR RETURNING AN ONLINE ORDER
If you are a UK consumer, you generally have the right to cancel your online order within 14 days of receiving your goods, without giving a reason, subject to the exceptions set out below.
To exercise your right to cancel, please contact us at contact@rcjluxe.co.uk within 14 days of receiving your order and clearly state that you wish to cancel.
Once you have notified us of your cancellation, the goods must be returned to us within 14 days.
HAIR PRODUCTS & HYGIENE
For hygiene and quality-control reasons, please take care when inspecting wigs, bundles and other hair products.
Where a product is supplied in sealed packaging and is not suitable for return for health protection or hygiene reasons, your right to cancel may be lost if that seal is broken after delivery, where the applicable law permits this.
Where the hygiene exception does not apply, you may still be responsible for any reduction in the value of the product caused by handling beyond what is reasonably necessary to establish its nature, characteristics and functioning.
Hair that has been worn, installed, cut, coloured, bleached, chemically treated, washed, altered or otherwise used beyond reasonable inspection may therefore result in a reduction to the refund available, subject to your statutory rights.
CUSTOM OR PERSONALISED ORDERS
Products made to your specifications or clearly personalised may not qualify for the usual change-of-mind cancellation right. This does not affect your rights where an item is faulty, not as described or otherwise does not conform to the contract.
FAULTY, DAMAGED OR INCORRECT ITEMS
Your statutory rights are not affected by this policy.
If your product arrives faulty, damaged, incorrect or not as described, please contact contact@rcjluxe.co.uk as soon as possible with your order number, a description of the issue and clear photographs where appropriate.
Where you have a legal right to a refund, repair or replacement, RCJ LUXE will provide the appropriate remedy in accordance with applicable consumer law.
RETURN CONDITION
Where you are returning an item following a change of mind, please return all original packaging, accessories and other items supplied with the product where reasonably possible.
Please package returned products securely to prevent damage during transit.
RETURN POSTAGE
For change-of-mind returns, the customer is responsible for the direct cost of returning the goods unless RCJ LUXE agrees otherwise.
If an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can provide appropriate return instructions.
We recommend obtaining proof of postage when sending a return.
REFUNDS
Where you exercise your statutory right to cancel, eligible refunds will be processed in accordance with applicable consumer law.
This generally includes the price paid for the returned goods and the cost of our least expensive standard delivery option where applicable. Any additional amount paid for an enhanced or express delivery service does not have to be refunded beyond the cost of standard delivery.
Refunds will normally be made using the same payment method used for the original purchase.
ORDER CANCELLATIONS BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, please contact contact@rcjluxe.co.uk as soon as possible. If the order has already entered the dispatch process, you may need to follow the returns procedure above.
CONTACT
For returns, refunds or problems with an order, contact:
RCJ LUXE LTD
Email: contact@rcjluxe.co.uk
Nothing in this policy excludes or limits any rights you have under applicable consumer law.