We take pride in offering excellent customer service to our customers. Due to the nature and demand of our products, all products purchased from us are non-refundable. However, we are happy to offer an exchange with an equally priced product if it is by our own error, make amendments or replace with the same product.
NOTIFICATION
We must be notified within 7 days of delivery to be eligible for exchange, please ensure to notify us within this timeframe or we may reject your request. To be fully eligible for an exchange, the product must be unused and in the same condition that you received it. We cannot offer exchange for an item not in its original condition. If you purchased a human hair product, please ensure that the hair is not altered; for example by washing, straightening, applying products or cutting the lace. If a discretional refund is agreed instead of exchange (excluding custom orders), 90% of total order amount will be refunded to you, to cover up for processing time and transaction fees on the product. We will also deduct the exact cost of shipping it to you, even if your item was eligible for free shipping.
Custom made orders are strictly non-refundable or eligible for exchange. In this instance, custom orders are orders made according to your preference or we have modified a product to be suitable for you. Custom made orders are specially made for you and in most cases, cannot be resold. If a discretional refund is agreed, only 75% of total order amount will be refunded to cover up for the time used in arranging the product and transaction fees incurred. We will also deduct the exact cost of shipping it to you if your item was eligible for free shipping.
SHIPPING COST
You (the customer) will be responsible for paying for the shipping cost for returning your item back to us, address will be provided. We recommend that you use a tracking shipping service and send us a tracking number.
ORDER CANCELLATIONS/ REFUNDS
If you wish to cancel your order because you changed your mind or for any other reason, we must be notified within 24 hours of placing the order. Please note that only 95% of total order amount will be refunded back to you to cover incurred processing fees at the time of placing the order. If you made a bank transfer payment, it will be 100% refund via bank transfer.
If your order is cancelled by us (B.E.S.T by Jessica) in any circumstances, including discretional refunds, a full refund will be requested for you but please note that the full refund amount will be slightly lower than the original amount. This is because our financial services provider (Squareup Europe Limited) does not refund their processing fees when a full or partial refund is issued (effective as of 2nd May 2023).
Orders placed after 24 hours can no longer be cancelled.
LOST/ STOLEN/ DELAYED PARCELS
Please note that B.E.S.T by Jessica is strictly not be liable for parcels that are lost or stolen if the tracking number shows the parcel has been “delivered”. If your parcel is delayed, we will try our best to support you by contacting the courier service for updates and open/ follow up on a case when required. We are not liable in this instance means "we will not refund items already fulfilled and shipped by us because it is lost or stolen in post".
It is the customer’s responsibility to ask neighbours for lost parcels after delivery or arrange redelivery for missed parcels.
If you will be travelling and there is no one around to receive your parcel, please notify us in advance to ship at a later date.
If your parcel will be “returned to sender” (if found by courier) after a missed, delayed delivery, we will wait to receive the parcel according to the courier timeframe before shipping to you again. Please note that we cannot ship another product whilst waiting for previous parcel to be “returned to sender” in any circumstances.
POLICY MODIFICATIONS
We reserve the right to modify this refund policy at any time. Changes and clarifications will take effect immediately upon their posting on the website. If we make significant changes to this policy, we will notify you here that it has been updated. Please do not hesitate to contact us via email (inquiries@bestbyjessica.co.uk) if you have any questions.
APPLICATION
This policy applies to full priced items and sale items.
This policy applies to B.E.S.T by Jessica products and not B.E.S.T by Jessica Salon Services.
Completing your order via our website (www.bestbyjessica.co.uk) means you have read, understood and accepted this policy.