The Mink + Mane Co.

Please check your hair as soon as it arrives, before washing, colouring or installing it.Email support@shopminkandmane.co with:• Your order number• Clear photos and a short video of the issue, in natural light• How long you’ve worn the hair and how it was installed• Your wash, care and styling routine, including the products and heat tools you’ve usedReporting quickly helps us find the cause and fix it faster. Please don’t send any hair back unless we ask you to; we’ll give you instructions if we need it.

We review every report fully before reaching a decision, which usually takes up to 5 working days once we’ve received all the information we need. If we ask to inspect the hair, we’ll aim to give you our findings within 5 working days of it arriving. Photos alone, such as pictures of matted hair, don’t confirm a fault, and we reserve the right to inspect the hair in person before any outcome is agreed; most curl and tangling issues come from care, products or installation, and can be fixed.Review: we look at your photos, video and care details.Troubleshoot: we’ll suggest specific steps to restore the hair, such as detangling, a co-wash or a deep-conditioning treatment. Please try these and send updated photos.Inspection: if troubleshooting doesn’t help, we may ask you to post the hair back so we can inspect it ourselves. We’ll tell you how, and cover return postage only if a manufacturing fault is confirmed.Decision: we’ll explain our findings and the outcome in writing. We ask for your patience during this process, and we’ll keep you updated at each step.

• Manufacturing fault confirmed: only where our inspection confirms a fault not caused by care, products, installation or wear will we offer a replacement. Where the law entitles you to a refund, we’ll honour it.•Hair is not faulty: if the issue comes from care, products, installation or normal wear, we won’t replace or refund it. We’ll still share advice to help you get the best from your hair.•Wrong item sent: if we’ve made an error with your order, we’ll put it right at no cost to you.How each outcome works:•Replacement: your original bundles must be returned to us before your replacement is dispatched.•Full refund:processed only once your bundles have been returned and we’ve received and checked them.

You’re welcome to colour or style your hair, but some changes mean it’s no longer in the condition we sent it. We can’t replace or refund hair for problems caused by:• Colouring, bleaching, toning or any chemical processing (we recommend an accredited professional colourist; colouring is at your own risk)• Heat damage, including straightening, or styling outside our care guidance• Products, treatments or washing methods that damage the hair• Cutting, altering or re-wefting the hair• Normal wear over time, or poor installation or removal• Change of mind, including choosing the wrong texture, length or fullness

As our hair is made to order and a hygiene product, the 14-day cancellation right for online purchases doesn’t apply. Your rights under the Consumer Rights Act 2015 are not affected: hair must be as described, of satisfactory quality and fit for purpose. If it’s faulty, you may be entitled to a refund within 30 days of delivery, or a repair, replacement or price reduction after that.