Refund policy

Returns & Refunds

At J Monday Hair, every piece is selected, quality-checked and prepared for you with care. We want you to feel completely confident before and after you order — so here's exactly how returns, exchanges and refunds work.

Our stance: orders are final (with two exceptions) All J Monday Hair orders are final — we don't offer exchanges or refunds simply for a change of mind. There are two exceptions: anything faulty or not as described (always, wherever you are), and the statutory 14-day cooling-off right for UK & EU customers on unopened items, explained below.

UK & EU — 14-day right to cancel (unopened items only) If you're in the UK or EU, you have a statutory 14-day right to cancel an order. Because our pieces are hygiene-sealed, this applies only while an item is unopened, with its hygiene seal intact. To use it, tell us within 14 days of delivery; the item must be unused, in its original packaging, tags attached, seal unbroken. Once we've received and checked it, we'll refund you. (We don't offer exchanges — see below.)

Why hygiene matters — hair, lace & wigs Because hair, lace and wigs are intimate, hygiene-sensitive products, we can't accept returns on any piece where the hygiene seal has been broken, or that has been worn, installed, coloured, cut or washed. This isn't policy for its own sake — it's how we protect the quality and safety of every order we send. (This is a recognised exemption under UK and EU consumer law for sealed hygiene goods once they've been unsealed.)

Wig Closet — made to order Wig Closet pieces are crafted to your chosen specifications (fullness, length and style). Because each one is made for you, Wig Closet orders are final sale and can't be returned or exchanged — this is noted clearly on every Wig Closet product page. Made-to-order and personalised items are exempt from the standard change-of-mind period under UK and EU consumer law. Anything faulty is, of course, always put right.

If something's faulty, damaged or not as described We'll always make it right — wherever you are. If your order arrives damaged, faulty or not as described, contact us as soon as you can (ideally within 12 hours of delivery) with your order number and a photo, and we'll arrange a replacement or full refund, including any delivery costs. Faults that appear later are covered by your statutory rights (in the UK, the Consumer Rights Act 2015; in the EU, the 2-year legal guarantee), which this policy does not limit.

Tools & fragrance Sealed tools (the JMH StylePro Straightener) and fragrance (JMH Hair Mist) can be returned within 14 days if unopened and unused. For hygiene and safety, opened fragrance and used tools can't be returned unless faulty.

Gift cards Gift cards are non-refundable.

How to start a return Email contact@jmondayhair.com within your 14-day window with your order number and a quick note on what you'd like to do. We'll confirm the return address and next steps. Please don't post anything back before we've confirmed — returns must be sent tracked, and return postage is arranged and paid by you unless the item is faulty.

Refunds Once your return reaches us and has been inspected (usually within 2–3 working days), we'll email to confirm. Approved refunds are issued to your original payment method within 5–10 working days, depending on your bank. Original shipping is non-refundable unless the item was faulty.

Exchanges We don't offer exchanges for change of mind — including for a different length, texture or colour. Hair choices are personal, so we'd always rather help you get it right before you order: message us at contact@jmondayhair.com and use the guidance on each product page. Faulty items are, of course, replaced.

Where you are — your rights by region

Everywhere (the JMH standard): wherever you order from, anything faulty, damaged or not as described is always put right. Change of mind isn't part of our standard — the one exception is the statutory cooling-off right for UK & EU customers on unopened, sealed items (below).

UK & EU: you also have statutory rights — a 14-day right to cancel (the cooling-off period) on eligible items, plus the UK Consumer Rights Act 2015 and, in the EU, a 2-year legal guarantee. Sealed-hygiene items once unsealed, and made-to-order Wig Closet pieces, are recognised exceptions. Nothing here limits your statutory rights.

International & worldwide orders (incl. UAE, USA & rest of world): outside the UK & EU we don't offer change-of-mind returns — orders are final except for items that are faulty, which we always put right. A few essentials for international orders:

  • Customs, duties and import taxes are set by your destination country and are the customer's responsibility — these are non-refundable.

  • If an item is faulty, contact us and we'll cover the return; refunds go to your original payment method, in the currency you paid in.

  • International transit can take longer — if your tracking stalls, email contact@jmondayhair.com and we'll help.

Here before you buy Questions about length, texture or which piece is right for you? That's exactly what we're here for — reach us at contact@jmondayhair.com, Monday to Friday, 10:00–18:00 GMT. We'd always rather help you choose well than process a return.