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Terms & Condtions

By using this app, you (the user or viewer of our app) are agreeing to the terms and conditions as stated in this document.  The term ‘Zen Hair’ or ‘us’ or ‘we’ refers to the owner of the app, Tianyuan Hair (UK) Ltd, T/A Zen Hair, whose registered office is Unit K-L, The Business Centre, Faringdon Avenue, Harold Hill, Romford, Essex, RM3 8EN, United Kingdom.

Our company registration number is 08895386, VAT Registration No.: 191 2963 89.

Zen Hair reserve the right to change these terms and conditions without notice at any time.

Your use of this app and any dispute arising out of such use of the app is subject to the laws of England, Northern Ireland, Scotland and Wales.

Returns Policy

Customer Returns 

  • In the event of any unwanted product(s) you may return them unopened and unused in it’s original, merchandisable condition within 14 working days for an exchange or refund to the following address:

               

                Zen Hair

                Unit K-L The Business Centre

                Faringdon Avenue

                Romford

                Essex

                RM3 8EN

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**Please note all items in the outlet are non-refundable. These items can be returned for an exchange or store credit.

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  • Please include a note in the parcel with your name and order number.

  • You will be responsible for the postage, preferably via a trackable means, as lost items cannot be refunded. 

  • Items must be returned in a resalable condition and will not be accepted back if worn or opened due to hygiene regulations.  

  • Postage charges will apply if exchanged for another item, in order for us to send the new product. If you’re unable to send goods back to us you can request that we arrange a collection, and the cost of that return will be deducted from your total refund.

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Incorrect goods

  • If we have sent the incorrect product, please notify us within 2 working days of receiving your order via email or phone. 

  • Providing the product is unused and in a merchandisable condition we will replace the products and reimburse you for all postage costs involved in returning the products to us by way of a credit on your account.

  • Proof of postage will not be accepted as proof of delivery. You must include your name and address with a copy of your purchase invoice along with your reason for the return.

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Faulty or damaged goods 

  • If the product appears to be faulty or damaged during transit please notify us within 2 working days of receipt. In this instance we will replace the products and reimburse you for all postage costs involved in returning the products to us by way of a credit on your account. 

  • Proof of postage will not be accepted as proof of delivery. You must include your name and address with a copy of your purchase invoice along with your reason for the return.

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Complaints 

  • In the unlikely event that you have an issue with our hair and wish to make a complaint please head to our customer care page https://www.zenhair.co/customer-care and fill in our Hair Review form. This will go straight to the customer care team who will respond within 48 working hours.

  • We will require the hair to be sent in to us for further investigation. You will have 28 days from the time of this request to send the hair back to us. If we have not received your hair back within this time your complaint will be closed and marked as resolved. 

  • If there is still an ongoing issue you will need to make a new complaint. 

  • Once the hair is received we aim to have an outcome for you regarding this within 5 working days. 

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Refunds 

  • Refunds will be issued within a week of receiving a return or cancellation request.

  • The refund can take 3-5 working days to appear back in your account.

 

​​Returns By Courier 

 

  • In the event that your parcel has been sent on a service that requires a signature at the specified delivery address and there is no-one at home, the driver will leave a calling card. If you have provided us with your mobile number or email address, our courier will send you a notification confirming this.

Terms & Conditions of Sale

Purchasing 

  • You may create an account with us before making a purchase or purchase as a guest. An account allows you to store all order history, shipping and billing details to save you time when re-ordering. You can also sign up for our newsletter to receive special offers and new product launch news.  

  • When you click onto a product you simply choose your colour and quantity then click the ‘Add to Basket’ button. The item(s) will be added to your shopping cart ready to go through to the checkout process.

  • All orders made Monday – Friday before 2.00pm will be dispatched the same day. Orders placed on a Friday before 2.00pm for next day delivery will be delivered on the next working day. Saturday deliveries are available at extra cost, please note due to limited resources in some areas this service cannot be guaranteed.  You will receive a confirmation email of your order.

 

Discount Codes 

  • Coupon codes can only be used singularly and not in conjunction with any other offers.

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Products

  • Zen Hair will not be held responsible for the way in which you use the product or products that you have purchased from our app once it has left our warehouse. We won’t accept responsibility if any hair is fitted incorrectly, cared for incorrectly or damaged due to the following : perming, colouring or cutting.

  • Zen Hair recommends you read all instructions before use. We recommend that all professional products should be used by trained hair extension stylists (preferably Zen Hair trained). 

  • We will not be held responsible for any injury or damages incurred by unqualified users of our products. 

  • Hair colours will vary on your computer due to different monitor resolutions and so we recommend you colour match the hair with our colour ring available. If not you can call the office for advice. 

  • It is the consumers responsibility to ensure you have received the correct items before use. As once an item has been used we are unable to accept this back for an exchange or refund due to the item no longer being in a resalable condition. 

  • Human Hair extensions can be coloured by professional hairdressers however we will not accept responsibility for any damage caused to the hair after it has been coloured. 

  • Some images used may be used as reference only and the product you receive may differ to what may be shown.

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Zen Hair Guarantee

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We guarantee Zen Hair for 3 months of satisfactory use with use of our Zen Hair aftercare and correct maintenance. If in the unlikely event you are unhappy with our hair in this time, we will be happy to replace this for you (under the terms stated above in ‘Products’.) Proof of purchase will be required.

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Pricing

  • We reserve the right to correct any pricing errors on the site at any time. 

  • All orders for goods are subject to availability and Zen Hair reserves the right to refuse to supply to any individual or company for whatever reason.

  • All prices are exclusive of VAT and delivery and are quoted in Pounds Sterling unless otherwise stated.

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Payment Terms 

  • All goods must be paid for in full before they can be dispatched. Payment is taken when the order has been picked and packed and awaiting dispatch.

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Payment 

  • All prices are in Great British Pounds Sterling GBP£. We accept most major credit & debit cards and PayPal payments. 

  • Our app is extremely secure (with SSL certification)and should be the only method of payment via the online secure server with PAYPAL. You will have a choice to pay by either credit/debit card or with a PAYPAL account.

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VAT & Tax Charges 

  • VAT is chargeable at 20% on all purchases from the UK. VAT is excluded in the listed prices. The TOTAL price (with VAT) is summarised at the checkout stage).

  • Goods exported out of the UK to the EC may be exempt from VAT (if your registered company TAX number is supplied to us and validated in advance). Goods exported outside of the EC will automatically be exempt from VAT.

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Shipping and handling

  • Zen Hair uses APC to deliver all parcels to the UK and DHL to deliver all parcels to the Republic of Ireland. Our standard delivery is next day delivery for UK (next day delivery is not a guaranteed service and can take up to 3 working days to arrive). Orders for the Republic of Ireland and Scotland may be subject to customs fees.

 

  • All parcels will be sent to the address provided in the “ship to” part of the order process. You can find more detailed information about shipping options on our Delivery Pages. 

 

  • All orders made before 3.00pm Monday to Friday will be dispatched the same day. All orders made before 3.00pm on a Friday will be delivered the next working day. Saturday deliveries are available at extra cost, please note due to limited resources in some areas this service cannot be guaranteed.  

 

  • Any orders made Saturday or Sunday will be dispatched the following Monday (unless it is a bank holiday, therefore they will be dispatched on the following Tuesday.)

 

  • Delivery times are quoted in good faith, we cannot accept liability for any expenses or other costs incurred due to failed or late deliveries, as a 3rd party courier service is involved.

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Shipping Costs 

  • The shipping costs are always displayed in the order process and there is an option to apply for a quotation for destinations not listed.

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Amendments to Orders 

  • We cannot amend an order that has already been processed as it is an automated system and may have been dispatched. If you would like to amend your order you can call the office on 01708-376-482 or email app@zenhair.co, and we can see the progress of your order and what can be done to help you.

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Stock availability 

  • All products are subject to stock availability. If we have insufficient stock to deliver the goods ordered by you we may, at our option, send a carefully selected alternative, but make you aware that we have done so. If the substitute item has a lower price we will charge the lower price. We will not charge you more than your original order total without your permission. 

  • We will not be obliged to offer any compensation for disappointment suffered.

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