Refund policy

RETURNS, EXCHANGES & CANCELLATIONS POLICY

At YBO Hair, we take hygiene and product integrity seriously. Due to the nature of our hair products, all sales are considered final. However, we may accept eligible returns or exchanges in accordance with the terms below.

ORDER CANCELLATIONS

Orders may be cancelled within 24 hours of purchase at the discretion of YBO Hair and only under exceptional circumstances. Cancellation requests submitted after 24 hours cannot be guaranteed and may not be accommodated, particularly where processing or dispatch has already commenced.

RETURNS & EXCHANGES

You may request a return or exchange within 14 days of receiving your order, provided that the item meets all eligibility requirements.

To qualify for a return or exchange, hair products must be:

  • Unused and unworn

  • Unwashed and unaltered

  • In their original packaging

  • Free from odours, perfume, smoke, styling products, oils, or other contaminants

  • Untampered with and not brushed, combed, cut, coloured, bleached, installed, customised, or otherwise processed

  • Returned with all original tags, seals, bands, and packaging intact

  • Submitted and approved through our Returns Process before being returned

For hygiene reasons, any product that has been opened, worn, installed, brushed, cut, coloured, chemically treated, washed, or altered in any way cannot be returned or exchanged.

RETURN SHIPPING

For customers located within the United Kingdom, approved return and exchange shipping costs will be covered by YBO Hair.

For international customers, all return and exchange shipping costs, customs charges, duties, taxes, and associated fees are the responsibility of the customer. YBO Hair will provide the return address only.

Customers are responsible for ensuring returned items are shipped using a tracked delivery service. Returns that are lost in transit or not received at our return address are not eligible for refunds, exchanges, replacements, or store credit under any circumstances.

FINAL SALE ITEMS

The following items are non-returnable and non-exchangeable:

  • Sale items

  • Clearance items

  • Black Friday, Cyber Monday, and promotional event purchases

  • Gift cards

  • Customised or made-to-order products

  • Any product marked as Final Sale

DISCOUNTED ITEMS & PROMOTIONAL PURCHASES

Any item purchased using a discount code, promotional offer, bundle offer, loyalty reward, or site-wide sale is non-refundable.

Where approved by YBO Hair, eligible discounted items may be exchanged or issued as store credit only. This does not affect your statutory rights in relation to manufacturing defects.

FAULTY OR DAMAGED ITEMS

If your order arrives damaged, defective, or contains a manufacturing fault, you must notify YBO Hair within 72 hours of delivery.

Claims must include:

  • Your order number

  • A description of the issue

  • Clear photographs and/or video evidence showing the fault or damage

Once your claim has been reviewed and approved, YBO Hair may offer one of the following remedies:

  • A replacement product

  • Store credit equal to the value of the affected item

Please note:

  • Refunds are not issued for approved faulty or damaged item claims

  • Faulty items may need to be returned before a replacement or store credit is issued

  • Claims submitted after the 72-hour reporting period may be declined

REFUNDS

Where a return is approved, refunds will be processed only after the returned item has been received and inspected by YBO Hair.

Original shipping fees are non-refundable.

YBO Hair reserves the right to refuse returns, exchanges, refunds, or store credit where products do not meet the eligibility requirements outlined in this policy.

STATUTORY RIGHTS

Nothing in this Returns Policy affects your statutory consumer rights under applicable law.

PAYMENTS, BUY NOW PAY LATER SERVICES & DISPUTES

By completing a purchase through Klarna, Clearpay, PayPal, Stripe, or any other payment provider offered by YBO Hair, you acknowledge and agree to be bound by our Shipping Policy, Returns Policy, Refund Policy, and Terms & Conditions.

Customers are required to contact YBO Hair directly and provide a reasonable opportunity to resolve any issue before initiating a chargeback, payment dispute, claim, or payment reversal with their bank or payment provider.

Where a customer initiates a dispute without first contacting YBO Hair, we reserve the right to contest the claim and provide supporting evidence, including but not limited to:

  • Proof of delivery, including GPS tracking data, photographic evidence, and delivery confirmation

  • Order confirmation records and payment authorisation details

  • Customer communications and correspondence

  • Evidence of acceptance of our Terms & Conditions, Shipping Policy, and Refund Policy at checkout

  • Tracking information supplied by the courier

The following circumstances do not constitute valid grounds for a chargeback, payment dispute, or payment reversal:

  • Change of mind after purchase

  • Dissatisfaction with colour, texture, length, or personal preference where the product matches its description

  • Incorrect product selection by the customer

  • Failure to read product descriptions or care instructions

  • Delays that remain within the estimated delivery timeframes stated on our website

  • Refusal to pay customs duties, taxes, or import charges on international orders

  • Failure to follow our returns procedure

YBO Hair reserves the right to pursue recovery of funds, collection costs, administrative expenses, and any associated legal fees arising from invalid or fraudulent chargebacks.

Any false claims, fraudulent disputes, attempts to obtain a refund while retaining goods, or other forms of payment fraud may be reported to the relevant payment provider, financial institution, fraud prevention agencies, law enforcement authorities, and debt recovery services where appropriate.

Nothing in this policy affects any statutory rights available to consumers under applicable consumer protection laws.