Refund policy

Return and Refund Policy

Last updated: August 2026

Every piece we release is a natural, single-donor product, prepared by hand and — in the case of Haute Couture — entirely unrepeatable. For reasons of hygiene and of craft, hair enhancement pieces cannot be returned once they have been unsealed, worn, cut, coloured or altered in any way. This policy sets out precisely where you stand, and it does not affect your legal rights.

1. Your right to cancel (UK consumers)

If you are a consumer in the United Kingdom, you have the right to cancel an order placed online within 14 days of the day you receive it, without giving a reason, subject to the exclusions in section 2.

To cancel, tell us in writing before the 14 days expire — an email to customercare@roskoshhair.com is sufficient. You may use the model cancellation form in section 8, but you are not obliged to.

Once you have told us, you must return the piece to us within 14 days. We will refund you within 14 days of receiving it back, or of receiving proof that you have sent it, whichever is sooner.

2. Pieces that cannot be cancelled or returned

The following are excluded from the 14-day cancellation right by law, and cannot be returned unless faulty:

• Any piece that has been unsealed. Hair is supplied sealed for the protection of health and hygiene. Once the seal, band or packaging protecting the piece has been opened, the right to cancel is lost.
• Any piece worn, fitted, installed, cut, drawn, coloured, toned, encapsulated, tipped, wefted or otherwise altered, whether by us, by you, or by a third party.
• All Atelier work. Made-to-measure pieces, bespoke colour, drawing, encapsulation and any service prepared to your specification are made to order and are non-cancellable and non-refundable once work has begun.
• All Concierge commissions. Pieces sourced to your brief are, by their nature, personalised and are non-refundable once sourcing has commenced.
• Pieces bought under a trade account. Business customers do not benefit from consumer cancellation rights (see section 6).

3. Condition of returned pieces

To be accepted, a returnable piece must come back to us:

• sealed, in its original unopened packaging, with all ties, wraps and inserts intact;
• unworn, unfitted and unaltered, with no evidence of combing, washing, styling, heat or product;
• with its piece number intact and its documentation enclosed.

You are responsible for any loss in value caused by handling the piece beyond what is necessary to establish its nature, characteristics and functioning. If a piece is returned unsealed or in a condition that prevents resale, we may reduce the refund accordingly or return the piece to you.

4. Return postage

Unless the piece is faulty or not as described, the cost of returning it to us is yours. We strongly recommend a tracked, insured service — hair pieces are high in value and the piece remains your responsibility until it reaches us. We cannot refund a return we do not receive.

5. Faulty, damaged or misdescribed pieces

Nothing here limits your rights under the Consumer Rights Act 2015. If a piece is faulty, damaged in transit, or materially different from its description, tell us as soon as you can and in any event within 30 days of delivery, with photographs.

Where a fault is confirmed you may be entitled to a full refund, a replacement of equivalent quality where one exists, or a price reduction. We will cover return postage in these cases. Please note that a like-for-like replacement cannot be guaranteed for Haute Couture pieces, which are one of a kind; in that event we will refund in full.

The following are characteristics of natural hair and are not faults: minor variation in shade against a photograph or shade chart; natural variation in wave, density and thickness along the length; a small proportion of shorter hairs in a single-drawn piece; and the settling of colour after a first wash. Our shade guide is a guide, not an exact match.

6. Trade and Privé Partnership orders

Orders placed by businesses, salons and stylists — including all Privé Partnership orders — are made on a firm-sale basis. Cancellation rights, sale-or-return and consumer returns do not apply. Please inspect all deliveries on arrival and notify us of any shortage, damage or discrepancy within 3 working days. Faults are handled under the Sale of Goods provisions in our Terms of Service.

7. Refunds

Refunds are issued to the original payment method. Where an order was part-paid using account credit earned through the referral scheme, that portion is refunded as account credit. Where Klarna or a similar provider was used, the refund is processed through them and their timescales apply. Original outbound shipping is refunded at our standard rate; expedited or upgraded shipping is not.

8. Model cancellation form

To: Roskosh, Temple Court, 108–112 Main Road, Sevenoaks, Kent TN14 6ES — customercare@roskoshhair.com

I hereby give notice that I cancel my contract of sale for the following: [piece number / description], ordered on [date], received on [date]. Name: [   ]. Address: [   ]. Order number: [   ]. Date: [   ].

9. How to start a return

Email customercare@roskoshhair.com with your order number and the piece number. We will confirm whether the piece qualifies and issue return instructions. Please do not send anything back before we have replied — unauthorised returns may be refused.