Terms of service

Terms of Service

Last updated: August 2026

These terms govern your use of roskoshhair.com and every order placed through it. Please read them before ordering. By placing an order you confirm that you accept them.

1. Who we are

Roskosh is the trading name of Roskosh Hair Enhancement, a sole trader business owned and operated by Cian Otten, whose business and correspondence address is Temple Court, 108–112 Main Road, Sevenoaks, Kent TN14 6ES. You can reach us at customercare@roskoshhair.com for orders and client care, and at businesssupport@roskoshhair.com for trade and partnership matters.

"Roskosh", "we", "us" and "our" mean that business. "You" means the person or business placing an order. A "piece" means any hair enhancement product we supply. "Atelier work" means any service we perform to your specification — drawing, encapsulation, tipping, wefting, colour, or bespoke construction.

2. Eligibility

You must be at least 18 and able to enter a legally binding contract. Trade terms are available only to bona fide hair professionals and businesses.

3. The nature of what we sell

Our pieces are made of authentic, ethically sourced, single-donor Slavic human hair. Being natural, they vary. You should expect and accept:

• variation in shade against photographs, screens and printed or digital shade charts;
• natural variation in wave pattern, density and thickness along the length;
• a proportion of shorter hairs in single-drawn pieces, which is inherent to that finish;
• a change in the way a piece behaves after washing, colouring or heat styling.

Our shade guide follows the international hair extension numbering system so that numbers translate broadly across houses. It is a guide, not a colour match, and the extension numbering system is not the same as salon tint numbering. All shades shown are base shades and may be blended or rooted to order.

Haute Couture pieces are one of a kind. Once a piece is taken, it cannot be repeated. Ready to Wear pieces are also single-donor, but are coloured to a repeatable standard.

4. Orders and how a contract is formed

Listing a piece is an invitation to treat, not an offer. Your order is an offer to buy. A contract exists only when we send you an order confirmation. If a piece has already been taken, or if we cannot complete your order for any other reason, we will tell you and refund you in full.

Reserving a piece secures it to you. Where your order involves Atelier work, we will contact you to confirm the enhancement method and drawing ratio you would like before any work begins. If we cannot agree a specification, either of us may cancel and you will be refunded in full.

5. Prices and payment

Prices are in pounds sterling. We are not registered for VAT, so no VAT is charged or reclaimable on our invoices. Hair is priced by the 50g unit and by length, with a published rate for additional grams. Atelier services are priced separately per the Atelier menu.

Payment is taken in full at the point of order. We accept card payments online, bank transfer, and Klarna where offered. Payment providers apply their own terms, and Klarna's agreement is between you and Klarna. Where a card payment fails or is reversed, we may cancel the order and return the piece to stock.

We take reasonable care with pricing, but if a piece is listed at an obviously incorrect price we are not obliged to supply it at that price; we will contact you and you may confirm at the correct price or cancel.

6. Atelier work and Concierge commissions

Atelier work is performed to the specification agreed with you. Once we have begun, the work cannot be cancelled or refunded. Where a specification carries a risk — heavy lightening of dark virgin hair, for example — we will tell you before we start, and where you ask us to proceed anyway we cannot be responsible for the outcome.

Concierge sourcing is a search commissioned by you. We cannot guarantee that a piece meeting a given brief exists or becomes available. Where we present a piece that meets the brief and you decline it, any sourcing fee already paid is not refundable.

7. Delivery

Delivery is governed by our Shipping Policy, which forms part of these terms. Risk in a piece passes to you on delivery; title passes when we have received payment in full.

8. Cancellation, returns and faults

Your rights are set out in full in our Return and Refund Policy, which forms part of these terms. In summary: consumers have 14 days to cancel, but that right does not apply to pieces that have been unsealed, worn or altered, nor to Atelier or Concierge work, and does not apply to business customers.

9. Fitting, aftercare and use

Extensions should be fitted, maintained and removed by a competent professional. We supply hair; we do not supervise its application. We are not responsible for damage to a piece, or to your own hair, arising from fitting, removal, maintenance, colour services or chemical treatments carried out by anyone other than us, or from failure to follow the guidance in our Care Rituals guide.

Nothing we publish is medical advice. If you are experiencing hair loss, please consult a trichologist or your GP.

10. Privé Partnerships (trade accounts)

Trade accounts are offered at four tiers — I Artisan, II Master, III Privé and IV Maison — each carrying its own discount against retail. Tier placement is at our discretion, is reviewed periodically, and may be adjusted or withdrawn where an account becomes dormant or where these terms are breached.

Partner terms:

• Partner pricing is personal to the account holder and must not be shared, published or passed on.
• Discounts do not stack. Only one discount applies to an order, and partner pricing cannot be combined with promotional codes.
• Orders are placed on a firm-sale basis and paid in full at the point of order. We do not offer credit terms.
• Partners may present Roskosh hair to their own clients but must not misdescribe its origin, grade or preparation, must not represent themselves as an agent, distributor or employee of Roskosh, and must not sell our pieces on third-party marketplaces without our written consent.
• Our name, marks and imagery may be used only as permitted in section 13.

11. Referral scheme

A referral must be made before the referred party's first order. The referred party receives 10% off their first order; the referring partner receives 5% of that order's value as store credit.

Credit is issued once the referred order has been delivered and the cancellation period has passed. It has no cash value, cannot be exchanged for cash or transferred, and expires 12 months after issue. Self-referrals, referrals of an existing customer, and referrals of accounts under common ownership do not qualify. Referral discounts do not stack with partner pricing or promotional codes. We may withdraw or amend the scheme at any time, without affecting credit already issued.

12. Your account

Keep your login details confidential and tell us at once if you suspect misuse. You are responsible for activity on your account. We may suspend or close an account where these terms are breached, where an account is used fraudulently, or where a trade account is used to buy for onward resale outside its permitted scope.

13. Intellectual property

The word ROSKOSH is a registered UK trade mark. All content on this site — text, photography, film, illustration, the shade guide, logos, the matryoshka emblem and the monogram — belongs to us or our licensors and is protected by copyright, and, where applicable, by trade mark law and the law of passing off.

You may view and print pages for your own use. You may not copy, republish, scrape, adapt or use our content commercially, or use our marks in advertising, listings or social media, without our written consent. Privé Partners are granted a limited, revocable, non-exclusive licence to use approved brand assets solely to promote Roskosh hair supplied to them.

14. Content you submit

If you send us reviews, images, comments or an enquiry, you confirm it is yours to send and grant us a non-exclusive, royalty-free licence to use it in connection with our business. We may edit or remove anything unlawful, offensive, misleading or infringing. Do not submit anything confidential in a public field.

15. The site itself

We aim to keep the site available but do not guarantee uninterrupted access, and we may suspend, withdraw or change any part of it. You must not misuse the site, introduce malicious code, or attempt to gain unauthorised access to it.

16. Our liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot lawfully be limited — including your statutory rights as a consumer.

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. We are not responsible for loss or damage that is not foreseeable.

If you are a business, we exclude all implied terms so far as the law allows, we are not liable for loss of profit, loss of business, business interruption, loss of goodwill or loss of anticipated savings, and our total liability in connection with any order is limited to the price paid for it.

17. Events outside our control

We are not liable for delay or failure caused by events beyond our reasonable control, including carrier failure, customs delay, border and sanctions measures, supply interruption, extreme weather, industrial action or the failure of public networks. We will tell you as soon as we can and, where the delay is substantial, you may cancel any part of the order not yet worked on.

18. Privacy

Personal data is handled as described in our Privacy Policy.

19. Complaints

Please raise any complaint with customercare@roskoshhair.com. We acknowledge within 2 working days and aim to resolve within 14. If you remain dissatisfied, you may be entitled to refer the matter to an alternative dispute resolution provider; we will tell you at the conclusion of our process whether we agree to submit to ADR.

20. Changes to these terms

We may amend these terms. The version in force when you place an order is the version that applies to that order. Changes affecting an existing order will be agreed with you.

21. General

If any provision is found to be unenforceable, the remainder stands. A delay in enforcing these terms is not a waiver. These terms are between you and us; no one else may enforce them. Nothing here creates a partnership, agency or employment relationship.

22. Governing law

These terms and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction — save that a consumer resident elsewhere in the UK may bring proceedings in their own jurisdiction.