Refund policy
At Enhanced By Aisha, customer satisfaction is our top priority. We are committed to providing high-quality bundles, closures/frontals, wigs, hair care and hair tool products, and we want to ensure that you are happy with your purchase. However, we understand that there may be circumstances in which you would like to request a refund/exchange. Our refund policy for our products is in line with UK consumer law to protect your rights.
Hair Care/Hair Tools
You have 14 days to return the items from the day you received it. It must be unused, unopened, and in its original packaging. Once the product has been opened or used, we cannot offer a refund for hygiene reasons.
Please contact us within 14 days of receiving your item. You will need to return the item in its original condition to qualify for a refund.
For hygiene and safety reasons, we cannot accept returns or issue refunds for hair care products (e.g., glue, wax stick, remover) that have been opened or used. This is to protect our customers and ensure that all products remain in a condition suitable for resale.
Pre-Order Hair (Bundles, Closures/Frontals & Wigs)
All hair is supplied on a pre-order basis, meaning each order is placed with our vendor specifically for you once payment has been received.
Because of this, orders cannot be cancelled, refunded, or changed once confirmed, as stock is immediately ordered or allocated.
If you wish to make a change to your order, please email us within 24 hours of purchase, we will do our best to accommodate your request, but changes are not guaranteed once processing has begun.
This policy is in line with the Consumer Contracts Regulations 2013, which exclude “made-to-order or personalised goods” from the standard 14-day cooling-off period.
Bundles, HD Closures/Frontals and Ready Made Wigs
This includes pre-order items, which are ordered individually per customer once payment is received.
Due to the personalised nature of bundles, HD closures/frontals and ready made wigs (the 'product')we do not provide refunds. We are committed to ensuring you receive a product that is free from faults or defects. If the product you receive is faulty, damaged, or not as described, you are entitled to an exchange or alteration.
In order to qualify for an exchange or alteration:
- You must contact us within 72 hours of receiving the product to put in your request/complaints.
- The product must be unused, unworn, uncut or altered (this includes but is not limited to: styling, applying heat, adding styling/hair products, plucking the lace, applying makeup/lace tint, washing) in anyway.
- The product should be returned in its original condition (seal bond still attached), including all packaging, labels, and accessories.
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We cannot accept returned bundles, closures/frontals or wigs that have had the lace cut or been worn.
- Custom coloured wigs and wigs in which you have requested for the lace to be cut by us are not eligible for an exchange.
Once the returned item is received and inspected, we will processes the refund/exchange if it is eligible for such.
If you are returning a product for refund/exchange or alteration, you are responsible for covering the shipping costs. We recommend using a tracked and insured shipping service to ensure your returned item reaches us safely.
Please note that Enhanced By Aisha is not responsible for any returned items that are lost or damaged during transit. It is the customer's responsibility to ensure the item is safely returned to us, and we cannot process any refund, exchange or replacement until we receive the returned product.
Please note that if you do not contact us within this prescribed timeframe within this policy, the sale will be considered final, and the product will no longer be eligible for any refund, exchange, or alteration. We are unable to offer any remedies beyond this period.
Digital Products (Formula Vault Guides & Downloads)
All digital products, including The Formula Vault guides, formula singles and any downloadable PDFs, are delivered instantly by email after payment. You will receive a private download link with a limited number of download attempts, as stated in your download email. Please download and save your file as soon as you receive it.
Because digital content is delivered immediately and cannot be returned, all digital products are non-refundable once your download link has been sent to the email address provided at checkout. It is your responsibility to make sure your email address is correct when placing your order. We are not responsible for download emails sent to an incorrect or misspelled email address, and no refund will be given in this case.
If your file is faulty or will not open, please contact us within 14 days of purchase and we will send a replacement file. If you entered the wrong email address at checkout, contact us with your order number and we can resend your download link to the correct address. Please check your spam or junk folder first, as download emails can sometimes land there.
Digital products are for personal use only. Sharing, reselling, copying or distributing any part of them, including screenshots, is not permitted.
Refund Processing
If you are eligible for a refund, please note that it will be issued to the original payment method used at the time of purchase. Depending on your payment provider, it may take up to 7-10 business days for the funds to appear in your account after the refund has been processed.
Exchange/Alteration Processing
Once we receive the returned item and confirm that it meets the conditions outlined in our policy, we will process your exchange.
Exchange processing times may vary depending on the specific circumstances, including the nature of the fault and our current workload. We will do our best to process your exchange as quickly as possible.
If you'd like to request any additional changes not previously discussed, such as a new style or colour, you'll need to book a service and cover the associated costs.
Replacement Item: If a replacement is approved, we will ship the new item to you at no additional cost.
Notification: You will receive a confirmation email once your exchange has been processed and the new item has been shipped.
To ensure a smooth exchange process, please make sure the item being returned is in its original condition and follow the return instructions provided in our policy.