Terms and Conditions of Sale and Service

1. About These Terms

These Terms and Conditions govern your use of our website, your purchase of products from us, and your booking or use of any services offered by Hair For Queens and Hair By Marj.

By using our website, placing an order, making a booking, paying a deposit, sending hair, wigs, bundles, lace, or extensions to us, or otherwise using our products or services, you agree to be bound by these Terms.

These Terms apply to all products and services offered by us, including hair products, wigs, wig making, wig installations, wig revamping, wig ventilation, lace repair, closure and frontal work, wefting, colouring, natural hair services, ponytails, crochet installation, braiding, sew-ins, and related appointments booked through our website or through our authorised booking system.

If you do not agree with these Terms, you must not place an order or book a service.

2. Who We Are

Hair For Queens is a UK-based hair business offering both products and specialised hair and wig-related services. Some bookings may be processed through a third-party booking platform, including Acuity Scheduling. Any such platform is used only to facilitate bookings and does not replace or override these Terms.

3. Eligibility and Customer Information

You must provide accurate, complete, and current information when placing an order or booking a service. You are responsible for ensuring that the products or services selected are suitable for your needs and that all details, instructions, measurements, and preferences you provide are correct.

We may rely on the information you give us when accepting an order, processing a booking, or carrying out a service.

4. Our Products and Services

We offer both ready-to-purchase products and custom or appointment-based services. Many of our services are highly specialised and may involve handmade work, styling, colouring, repair, customer-supplied materials, or bespoke wig construction.

Because hair services are personal and custom in nature, the final result may vary depending on hair type, lace type, density, length, texture, prior chemical treatment, previous installation history, overall condition, and the accuracy of the information provided by the customer.

We may decline, adjust, or stop a service where the requested result is unsuitable, unsafe, impractical, or not reasonably achievable.

5. Orders and Bookings

An order or booking is not confirmed until we have accepted it and, where applicable, received the required deposit or payment.

We may be unable to accept an order or booking if the requested service is unavailable, the information provided is incomplete or inaccurate, customer-supplied items are unsuitable, prior payment obligations remain outstanding, or we reasonably believe the booking or order cannot be fulfilled appropriately.

6. Deposits

A deposit may be required to secure a booking. Where stated in our booking materials, the current booking deposit is £15, which is deducted from the final balance due for the appointment.

Deposits are generally non-refundable because they reserve appointment time and scheduling capacity. However, nothing in these Terms excludes your legal rights. Any deposit provision is subject to applicable law, and where a refund is required by law, or where we cancel and do not offer a reasonable alternative, the appropriate refund will be made.

If you cancel, fail to attend, or fail to comply with pre-appointment requirements, we may retain the deposit to reflect losses reasonably incurred, subject always to applicable law.

7. Prices and Payment

All prices are stated in pounds sterling unless otherwise specified.

Prices for products and services may be updated from time to time. The price applicable to your order or booking will be the price shown or agreed at the time of purchase or booking confirmation.

Unless we agree otherwise in writing, payment must be made in full when due. We may require full advance payment for certain products, bespoke orders, package plans, or services.

If payment remains outstanding, we may pause work, delay dispatch or collection, cancel future bookings, or place package benefits on hold until the outstanding amount has been paid.

8. Cancellations and Rescheduling

If you need to cancel or reschedule an appointment, you should contact us as early as possible.

Where you cancel, arrive late, fail to attend, or fail to provide the required customer-supplied items within the required timeframe, we may treat the appointment as cancelled, retain the deposit, require rebooking, or require further payment before a future booking is accepted.

If we need to cancel or reschedule your appointment due to circumstances affecting our availability, we will use reasonable efforts to offer an alternative appointment or other suitable solution.

9. No Refund Policy

Because many of our products and services are bespoke, personalised, hygiene-sensitive, or dependent on customer-supplied hair or wigs, we operate a strict policy of no refunds except where required by law.

Nothing in these Terms removes or limits your statutory rights. Under UK consumer law, goods supplied to consumers must be as described, of satisfactory quality, and fit for purpose, and services must be carried out with reasonable care and skill.

Where the law gives you a right to a refund, repair, replacement, repeat performance, price reduction, or another remedy, we will honour that right.

10. Distance Sales and Bespoke Goods

Where you purchase goods online, you may in some cases have a legal right to cancel within the applicable cooling-off period. However, that right does not apply in all cases. In particular, cancellation rights may be limited or excluded for goods made to your specifications, clearly personalised goods, and certain sealed goods that are not suitable for return for hygiene reasons once unsealed.

Where a service is booked at a distance and you ask us to begin work before the end of the cooling-off period, you may still be required to pay for any services already supplied, and in some cases you may lose the right to cancel once the service has been fully performed in accordance with the law.

11. Bespoke and Custom Services

Custom and bespoke services include, without limitation, wig making, wig ventilation, lace customisation, wefting, closure or frontal infill, lace repair, colouring, revamping, and any service involving tailored workmanship or customer-specific requirements.

Once work has started on a bespoke or custom order, cancellation, refund, or amendment may not be possible except where required by law.

You are responsible for ensuring that all measurements, lace specifications, style choices, and service instructions are accurate before work begins.

12. Customer-Supplied Hair, Wigs, Bundles and Extensions

Where you provide your own hair, wig, lace, bundles, or extensions, you do so at your own risk.

You must ensure that all customer-supplied items are clean, properly packaged, clearly labelled, suitable for the requested service, and delivered or posted to us within the required timeframe.

Where applicable, our current service information requires certain wigs or hair to be sent to us at least 4 days before the appointment date. A £25 late hand-in fee may apply for late drop-offs, and hand-ins made within 24 hours of the appointment may result in cancellation.

Used wigs must be washed before being sent in, and where relevant, lace must be free from glue residue. We may refuse to work on dirty, damaged, unhygienic, infested, poor-quality, unsuitable, or unsafe items.

We are not responsible for issues arising from the pre-existing condition of customer-supplied items, hidden damage, prior poor workmanship, previous chemical treatment, prior over-processing, inaccurate customer instructions, or poor-quality sourcing.

13. Service Restrictions and Suitability

Some services are subject to specific restrictions, requirements, or preferences. For example, certain services may require clean natural hair, neat cornrows, particular lace types, or the use of human hair only. Some service materials indicate a preference for HD lace for certain work, and some crochet-related services may not be suitable for synthetic hair.

We reserve the right to decline or stop a service where the requested service is not suitable for the hair, wig, scalp condition, extensions, or materials presented.

14. Turnaround Times

Any turnaround or processing time stated by us is an estimate only unless we expressly confirm otherwise in writing.

Current service information indicates approximate processing times including: up to 25 working days for certain ventilation and wefting services, up to 15 working days for standard wig making, 24-hour express wig making for up to 3 wigs, and around 5 working days for wig revamping and styling.

These timeframes may be extended by workload, complexity, customer delay, late hand-ins, courier delay, supplier issues, public holidays, illness, force majeure, or other circumstances outside our reasonable control.

15. Appointments and Customer Preparation

You must arrive on time for your appointment and comply with all preparation instructions given for the relevant service.

Where applicable, you must attend with natural hair washed, clean, and ready for styling or cornrowing, and with any required bundles, wigs, or products provided in the condition required for the service booked. Our published service materials also require certain advance submission and preparation steps for wigs, bundles, extensions, and hair.

If you arrive late, arrive unprepared, or present unsuitable hair or materials, we may shorten, reschedule, refuse, or cancel the appointment without refund of the deposit, subject to applicable law.

16. Styling Results Disclaimer

Hair services are creative, personal, and dependent on a range of variables. While we aim to provide professional services and achieve the style discussed, we do not guarantee that the final result will be identical to any reference image, prior look, or customer expectation.

Results may differ due to the type, quality, source, density, texture, colour history, length, prior treatment, lace construction, maintenance history, and condition of the hair or wig provided.

17. Wig Revamping Packages and Service Plans

Where we offer revamping or service plans, including bronze, silver, gold, annual, pay-as-you-go, or similar packages, those plans apply only to the services specifically described at the time of purchase.

Service plans are non-transferable and non-refundable except where required by law.

Where a package is stated to apply for a fixed period, including annual plans, any unused services expire at the end of that period unless we confirm otherwise in writing.

We may place package use on hold or bring it to an end where there is repeated failure to attend appointments, abusive conduct, fraudulent use, breach of these Terms, or non-payment.

Our current service materials indicate bronze pay-as-you-go revamping, silver five-use annual revamping, and gold unlimited annual revamping, with the gold package stated to apply within 12 months of purchase and subject to Terms and Conditions.

18. Delivery, Collection and Customer Risk

Where products or completed service items are posted, couriered, or otherwise returned to you, you must ensure that the address you provide is accurate.

If collection applies, you must collect your item within a reasonable time after being notified that it is ready. We may charge a reasonable storage fee for items left uncollected for an extended period.

We are not responsible for delay, loss, or damage caused by third-party delivery providers except to the extent required by law.

19. Hygiene, Scalp Conditions and Safety

For hygiene and safety reasons, we reserve the right to refuse or stop a service if we identify scalp irritation, infection, infestation, allergic reaction concerns, unsafe product incompatibility, or any condition that makes it unsafe or unsuitable to proceed.

You are responsible for informing us in advance of any allergies, sensitivities, scalp conditions, or relevant health concerns.

20. Refusal of Service

We reserve the right to refuse service, refuse an order, cancel a booking, end an appointment, or suspend future bookings where: the customer behaves abusively or disrespectfully, presents unsuitable or unsafe materials, fails to comply with preparation requirements, fails to pay amounts due, or where we reasonably believe continuing would be unsafe, unhygienic, or commercially impractical.

21. Intellectual Property

All content on our website and booking materials, including text, branding, logos, photographs, graphics, service descriptions, pricing layouts, and promotional materials, belongs to us or is used with permission.

You may not reproduce, copy, publish, distribute, exploit, or use our content for commercial purposes without our prior written consent.

22. Website and Booking Platform Use

You must not misuse our website or booking system. This includes attempting unauthorised access, interfering with functionality, submitting false information, using automated means to disrupt bookings, or using the website or booking system for unlawful purposes.

We are not responsible for temporary website outages, booking platform interruptions, reCAPTCHA failures, internet connectivity issues, or other technical problems outside our reasonable control.

23. Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for fraud, for death or personal injury caused by negligence, or for any consumer rights that cannot lawfully be excluded.

Subject to that, we are not liable for indirect or consequential loss, loss of profit, loss of business, disappointment based on personal styling preference, delay caused by third parties, or issues arising from customer-supplied items, hidden defects, prior treatment history, inaccurate instructions, or failure to follow our guidance.

To the fullest extent permitted by law, our total liability arising out of any product, booking, or service shall not exceed the amount paid by you for the specific product or service giving rise to the claim.

24. Force Majeure

We are not responsible for any failure or delay in performing our obligations where that failure or delay is caused by events outside our reasonable control, including supplier delays, courier delays, customs issues, technical outages, severe weather, illness, industrial action, accidents, fire, flood, or other force majeure events.

25. Complaints

If you are dissatisfied with a product or service, you should contact us promptly at info@hairforqueens.uk with your name, order or booking details, a description of the issue, and any photographs or supporting information where relevant.

We will review complaints fairly and within a reasonable time.

26. Changes to These Terms

We may update these Terms from time to time. The latest version posted on our website will apply to future orders and bookings from the date of publication.

The version in force at the time of your order or booking will apply to that transaction unless a change is required by law.

27. Governing Law and Jurisdiction

These Terms and any dispute or claim arising from them or connected with them shall be governed by the laws of England and Wales.

Any dispute shall be subject to the jurisdiction of the courts of England and Wales, except where mandatory consumer law allows you to bring a claim in another part of the United Kingdom.

28. Contact Details

If you have any questions about these Terms and Conditions, please contact:

Hair For Queens / Hair By Marj
Email: info@hairforqueens.uk
Website: hairforqueens.uk