Our Commitment to You

At Elena Marko, we are dedicated to providing you with high-quality hair extensions that you'll adore. We understand that sometimes a product might not be quite right, and we aim to make the returns process as clear and straightforward as possible, whilst upholding essential hygiene standards.

Our 14-Day Return Policy

We offer a 14-day window for you to return your hair extensions for a refund, provided the item meets the eligibility criteria outlined below. This 14-day period begins on the date you receive your order.

Eligibility for Refund

To qualify for a refund, the returned hair extensions must strictly meet the following conditions:

1. Unopened Condition: The main pack of hair extensions must be completely unopened.
2. Original Packaging: The item must be returned in its original, undamaged packaging as received.
3. Intact Security Seal: This is crucial. The security seal on the main hair extension box must be fully intact, untampered with, and not broken or removed. Breaking this seal renders the item ineligible for a refund due to hygiene reasons.

The Weft Tester – Your Colour Matching Tool

We understand the importance of a perfect colour match. To help you verify the shade and texture against your own hair before opening the main product, each set of Elena Marko extensions includes a separate tester weft.

• Purpose: Please use this smaller tester piece solely to check for colour suitability and texture compatibility. Hold it against your natural hair in good, natural light.
• Do Not Open the Main Pack: Assessing the colour using the tester weft ensures the main product remains sealed and therefore eligible for return if the colour isn't quite right.

Items Ineligible for Refund

Unfortunately, we cannot process refunds for items under the following circumstances:

• Broken Security Seal: If the security seal/hygiene tie on the main hair extension pack has been broken, removed, cut, or tampered with in any way, the item cannot be returned or refunded. This policy is essential for maintaining product hygiene and safety for all customers. Opening the main pack signifies your acceptance of the product's suitability.
• Used or Altered Items: Any hair extensions that have been worn, installed, treated, conditioned, cut, coloured, or altered from their original condition cannot be refunded.
• Returns Outside the 14-Day Window: Items returned after the 14-day period (calculated from the date of receipt) will not be eligible for a refund.

How to Return an Eligible Item

1. Ensure Eligibility: Double-check that your item meets all the eligibility criteria above (unopened, seal intact).
2. Postage Recommendation: You are responsible for the cost of return postage. We strongly advise using a tracked and insured delivery service. Elena Marko cannot be held responsible for returned items that are lost or damaged in transit. Please retain your proof of postage.

Refund Processing

• Inspection: Once we receive your return, we will carefully inspect the item to ensure it meets our eligibility requirements, paying close attention to the intact security seal.
• Processing: If the return is approved (i.e., the item is unopened with the security seal intact), we will process your refund.
• Timeline: The refund will be issued to your original payment method. Please allow 3-5 working days for the funds to reflect in your account, although this can vary slightly depending on your bank or card issuer.
• Notification: We will typically notify you via email once the refund has been processed.

Non-Refundable Costs

Please be aware that the original shipping costs paid when you placed your order are non-refundable. The cost associated with returning the item to us is also your responsibility.

Need Help with Colour Matching?

Choosing the right shade online can sometimes be tricky! If you are unsure about the colour match, even after carefully examining the tester weft, please do not break the security seal on the main product.

We are here to help! Email our friendly team at hello@elenamarko.co.uk for colour matching advice. Sending clear photographs of your hair taken in natural daylight (without direct sun) will help us assist you more effectively.

Faulty Items

In the rare event that you receive an item that is genuinely faulty upon arrival (this does not include issues arising from use, incorrect application, or colour fading after use/washing), please contact us immediately at hello@elenamarko.co.uk within 7 days of receipt. Please provide your order number, a description of the fault, and photographic evidence. This returns policy does not affect your statutory rights regarding faulty goods.

Questions?

If you have any questions or require clarification regarding our return policy, please do not hesitate to contact us at hello@elenamarko.co.uk. We're happy to help!