Kapello is committed to ensuring you get the best possible fit every time you purchase from us.
If you find your product(s) are faulty you must notify us in writing within 7 days of receipt of the goods, before returning it to us, we will happily send you a replacement product. In the event of any unwanted product(s) you may return it unopened and unused in a resalable condition within 7 working days for an exchange, credit or a refund (If you return products that have been removed from the internal packaging, or a product that has been worn, you will be liable to pay the return postage back to you as they will not be accepted for hygiene reasons).
You can expect your refund or replacement product(s) within approximately 7 working days after we receive your faulty or unwanted product(s). Please note you will not be entitled to a refund of the shipping costs incurred in returning the product(s) to us unless the product(s) are faulty. Before returning any product(s) to us please ensure that you sufficiently package the product(s). We ARE NOT liable for any responsibility for returned goods sent back.
You are also advised to return product(s) by recorded delivery or registered post. Proof of postage will not be accepted as proof of delivery. Please remember to include your full name and address, and a copy of your purchase invoice along with your reason for return.
Exchange or Return Product Eligibility
Products must be:
- In original, factory condition (unaltered, unworn, undamaged, and with tags attached) and in original packaging
- Odor-Free (Any odors on the product will render the product ineligible for exchange)
- Item(s) must be returned within 7 days of receiving your original order.
Products must not be:
- Last call or clearance items,items on sale, discounted items, care products, accessories, liquids, special order items and wholesale orders.
If hair extensions appear faulty due to quality issues, the fault must be reported to us within 7 days of the purchase date due to human hair being a consumable item during wear. We require any faulty hair back in full for testing and examination. Hair must be received by us within 7 days of the reported date before any further damage can occur. If no fault is present, or the hair has been damaged in any way by the customer, the goods will be returned to the customer and we will not refund or replace the goods. We recommend the usage of hair products we suggest in our care instructions. We will not refund if our products have not been maintained properly. Refunds or exchanges will be the equivalent value of hair products received.
- Please allow 3-7 working days from receipt of a return for us to process a refund. This may take longer during the Christmas Period
- Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address where your Order Confirmation email was sent).
- After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This time-scale is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.
- Please allow 3-7 working days from receipt of a return for us to process an exchange.
- Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
- UK - Up to 5 Working Days
- European Union - Up to 10 Working Days
- Rest of World - Up to 14-21 Working Days
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If the item you received is faulty, please Contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 7 days from receipt of the faulty item to return it to us.
If the item you received is not what you originally ordered, please Contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.