Returns & Refund Policy

At Haló, we want you to feel confident in your purchase. This Returns & Refund Policy applies to products purchased from us and should be read alongside your statutory consumer rights under Irish and European Union law.

Nothing in this policy affects your legal rights in relation to goods that are faulty, damaged, not as described, or otherwise do not conform with your contract.

Online Purchases – 14-Day Right to Cancel

Where you purchase eligible goods online, by telephone, or through another distance-selling method, you may have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must notify us clearly of your decision to cancel within 14 days of receiving your order. You must then return the goods within 14 days of notifying us of your cancellation.

Unless the item is faulty, damaged, incorrect, or otherwise required by law, you are responsible for the direct cost of returning the goods.

Returns should be sent using a tracked and insured delivery service. We cannot accept responsibility for returned goods that are lost or damaged in transit.

General Product Returns

For change-of-mind returns, products must be returned:

• Unused and unopened

• In their original packaging

• With all seals, protective packaging, labels and tags intact

• In a clean, undamaged and resaleable condition

• With all accessories, components and complimentary items originally supplied

For health, hygiene and product-integrity reasons, certain sealed goods may not be eligible for return once the seal has been broken where the goods are unsuitable for return for health protection or hygiene reasons.

This does not affect your statutory rights where a product is faulty, damaged, not as described or otherwise non-conforming.

Wig Returns

We understand that choosing a wig is a personal decision. Eligible standard, non-custom wigs purchased online may be returned in accordance with applicable consumer law, provided the wig has not been handled beyond what is reasonably necessary to establish its nature, characteristics and suitability.

To be accepted for a full change-of-mind refund, a wig must be returned:

• Unworn, other than reasonable and careful inspection or try-on

• In its original condition

• Unwashed

• Uncut and untrimmed

• Uncoloured, untinted and chemically untreated

• Free from styling products, sprays, oils, makeup, tan, perfume, smoke or other odours

• Free from damage, matting or alteration

• With the lace completely intact and uncut

• With the hairline, knots, parting and cap construction unchanged

• With all original tags, bands, packaging and accessories intact where applicable

The following changes may be treated as alterations or use beyond what is reasonably necessary to inspect the wig:

• Cutting or trimming the lace

• Cutting or restyling the hair

• Colouring, toning, bleaching or chemically treating the hair

• Bleaching or altering the knots

• Plucking or altering the hairline or parting

• Adding glue, tape, adhesive, makeup, tint, lace spray or other products

• Washing or materially styling the wig

• Altering the cap, elastic band, combs, clips or internal construction

Where a returned wig has been handled beyond what is reasonably necessary to establish its nature, characteristics and suitability, we reserve the right, where permitted by law, to reduce the refund to reflect any diminished value caused by that handling.

Custom-Made & Personalised Wigs

The statutory right to cancel may not apply to wigs that are made to your specifications or clearly personalised for you.

This may include, where applicable, wigs that are specially made, sourced or altered to your individual specifications, such as bespoke:

• Cap measurements or sizing

• Hair length

• Density

• Colour or custom colouring

• Highlights, lowlights or toning

• Hairline customisation

• Parting

• Cap construction

• Lace specification

• Cutting or styling

• Other individual modifications requested by you

Where a wig is genuinely made to your specifications or clearly personalised, it may be non-returnable and non-refundable for change-of-mind purposes.

This does not affect your statutory rights if the wig is faulty, damaged, not as described, or does not conform with the agreed order.

In-Studio Purchases

For purchases made in person at our studio, there is generally no automatic legal right to a refund or exchange simply because you change your mind.

Any discretionary change-of-mind return or exchange offered by us for an in-studio purchase is subject to the item being unused, unaltered, in its original condition and packaging, and meeting the relevant conditions set out in this policy.

Your statutory rights in relation to faulty, damaged, misdescribed or non-conforming goods are unaffected.

Faulty, Damaged or Incorrect Items

If you believe an item is faulty, damaged, not as described, incorrect, or otherwise does not conform with your order, please contact us as soon as possible with:

• Your name

• Order number

• A description of the issue

• Clear photographs or video where appropriate

Please do not continue to use, wash, alter, cut or chemically treat an item after discovering a suspected fault, as this may make the issue more difficult to assess.

Nothing in this policy limits or excludes any rights or remedies available to you under applicable Irish or EU consumer law.

Refunds

Once a return has been received, it will be inspected before the refund is processed.

Where a refund is due, it will be processed within the timeframe required by applicable law and normally to the original payment method, unless otherwise agreed.

For eligible distance-sale cancellations, we may withhold reimbursement until we have received the goods back or you provide evidence that the goods have been returned, where permitted by law.

Original standard delivery charges will be refunded where legally required. Any additional delivery cost resulting from your choice of a more expensive delivery method than our standard delivery option may not be refundable.

Return Shipping

Unless the goods are faulty, damaged, incorrect, or we are otherwise legally responsible for the return costs, the customer is responsible for the direct cost of returning the item.

We strongly recommend using a tracked and appropriately insured postal or courier service, particularly for high-value wigs.

How to Request a Return

To request a return, please contact us before sending any item back.

Please include:

• Your full name

• Order number

• Item being returned

• Reason for return

We will provide the appropriate return instructions.

Statutory Rights

Nothing in this Returns & Refund Policy is intended to restrict, exclude or override any mandatory consumer rights available under Irish law or European Union law.