Returns Policy

This Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions.

We accept returns and exchanges on all items within 45 days of delivery, provided the items are in their original, unused condition and include all original packaging.

Returns within 28 days of delivery are eligible for a full refund (100% of the purchase price).

Returns between 29 and 45 days of delivery are eligible for a partial refund of 50%.

Items returned after 45 days from the date of delivery are not eligible for a refund or exchange.

Original condition means the goods must be in their original and correctly labelled packaging with no bends, rips, scratches or marks.

Bonds Returns

• Full segments of 5 bonds with Great Lengths logo at the top.
• Original packaging, stating the colour and length.
• Hair must not have been applied, been prepared to be applied or been used in any manner.
  

Tape Returns

• Returned in pairs, both top and bottom secured on the Great Lengths transparent strip.
• Hanging tag is still attached to Great Lengths transparent strip.
• Both inner and outer packaging sleeves must be returned together.
• Hair must not have been applied, been prepared to be applied or been used in any manner.
  

Wet Line Product Returns

• Wet line products must be unused and unopened.
  
  

To initiate a return, kindly print our returns form. If you require a returns form, please contact our Customer Services Department on 0113 278 1292, or alternatively, you may email finance@greatlengthshair.co.uk, and we will send the form to you. If printing is not possible, please ensure that all the necessary information, mentioned below, is included in a note inside your returns package.

You are responsible for arranging and covering the costs of returning the goods to us. Please ensure that the items are securely packaged. For your protection, we recommend using a tracked delivery service, as we cannot accept liability for goods lost in transit. You remain responsible for the returned products until they are received at our office.

If you are returning faulty or damaged goods, we will reimburse the return shipping costs, if you use the Royal Mail Special Delivery service and provide a receipt confirming the return cost.

Goods purchased as part of a set must be returned as a complete set and cannot be returned as individual items.

Special order length hair and permed orders are non-refundable and non-exchangeable.

Returns should be accompanied by a fully completed returns form. We reserve the right to decline any returns that are not submitted with the required returns form or the necessary information to facilitate the processing of the return. If no preference for a refund or account credit is specified on the returns form, an account credit will be issued by default.

All account credits are valid for six (6) months from the date they are issued. After this period, any unused credits will expire.

Refunds will be processed once the returned items have been received, inspected, and determined to follow the return terms specified herein. We aim to process refunds within 14 days of receiving the returned product at our office. The refund will be issued to the original payment method used for the order.

All products are inspected upon return. If a product is found to be in a condition other than its original state, or if it falls outside the 45 days return period, we will be unable to issue a refund. In such instances, the product will be returned to you, and you will be responsible for the delivery costs.

Please enclose the following details on the returns form for any returned goods:

Your name
Salon name
Order number
Email address
Contact number
The item/s you are returning
Reason for return/exchange
Your preferred method of a refund or a credit on your account

For UK returns please send returned goods to:

Returns Department
DM Distributions Limited
A1-A2 Wira Business Park
West Park Ring Road
Leeds
LS16 6EB

For returns in the Republic of Ireland please send goods to:
Returns Department
DM Distributions Irish Branch Limited
7A Broadband House
Whitestown Business Park
Tallaght
Dublin 24
D24 NYY6

Duplicate Order Returns
In the unlikely event that you receive an incorrect product, a replacement order will be sent to you at no additional cost, provided you have contacted our customer service department. You will be required to return the incorrect item using a tracked delivery service, and the shipping costs for the return will be reimbursed upon submission of proof of return. Please be advised that you have 14 days from the time of contact with our customer service team to return the incorrect item. After this period, you will be responsible for the cost of the replacement order.

We reserve the right to change this Returns Policy at any time. Our returns policy does not affect your statutory rights. This returns policy was last updated on 09th July 2025.