Refund Policy

At Think Kinks, we are committed to providing premium-quality hair products and exceptional customer service. Due to the hygienic nature of our products, we have strict returns and refund guidelines to protect both our customers and our business.

Please read this policy carefully before placing your order. By purchasing from Think Kinks, you agree to the terms outlined below. Nothing in this policy affects your statutory rights under UK consumer law.

1. Refunds & Your Rights

Due to the hygienic nature of our hair products, we do not accept returns, exchanges or refunds for change-of-mind purchases where products have been opened, worn, used, altered, or where any hygiene seals, tags or packaging have been removed.

If your item is faulty, damaged on arrival, or not as described, please contact us as soon as possible. Where a fault is confirmed, we will offer an appropriate remedy in accordance with your rights under UK consumer law, which may include a repair, replacement or refund.

2. Fraudulent or Potentially Fraudulent Orders

If our payment provider or fraud prevention systems identify an order as fraudulent or potentially fraudulent, the order may be cancelled.

Fraud alerts may be triggered by, but are not limited to:

  • Previous payment disputes or chargebacks.

  • Billing and delivery address discrepancies.

  • Payment irregularities.

  • Other security concerns identified during the payment process.

Where an order is cancelled due to suspected fraud, any payment received will be refunded to the original payment method.

3. Order Cancellations & Amendments

If you need to cancel or amend your order, please contact us as soon as possible.

We will do our best to accommodate requests before your order has been dispatched. Once an order has been processed or dispatched, we may no longer be able to make changes or cancel it.

Please ensure all product selections, quantities and delivery details are correct before completing your purchase.

Think Kinks is not responsible for delivery delays caused by circumstances beyond our reasonable control, including severe weather, courier disruptions, industrial action or other unforeseen events. Such delays do not automatically entitle customers to a refund.

4. Returns & Exchanges

For hygiene reasons, we cannot accept returns or exchanges on hair products that have been:

  • Opened.

  • Worn.

  • Installed.

  • Used.

  • Altered in any way.

  • Had their tags or hygiene seals removed.

If you wish to return an unopened and unused item, please contact us within 14 days of receiving your order. Returns must be authorised before being sent back.

Returned items must be:

  • Unused.

  • Unopened.

  • In their original packaging.

  • In a resaleable condition.

Unless the item is faulty or supplied incorrectly, customers are responsible for the cost of returning items.

5. Product Quality Guarantee & Reporting Issues

We stand behind the quality of our products and inspect every order before dispatch.

Many concerns can be resolved through proper hair care using our recommended maintenance routine, including washing and deep conditioning where appropriate.

If you believe your item is faulty, please contact us within 30 days of receiving your order at:

Email: WeThinkKinks@gmail.com

Please include:

  • Your order number.

  • A detailed description of the issue.

  • Clear photographs or videos showing the problem.

To allow us to assess your claim, the product must not have been altered.

Alterations include, but are not limited to:

  • Bleaching.

  • Colouring or toning.

  • Perming or chemical treatments.

  • Cutting the hair or removing it from the weft.

  • Excessive heat damage.

  • Improper care or misuse.

  • Removing tags before inspection where this prevents us from verifying the issue.

Where we confirm that a product is faulty, we will offer an appropriate remedy, which may include a repair, replacement or refund.

6. Shipping & Delivery Concerns

If your parcel arrives with visible damage, please notify both the courier and Think Kinks as soon as possible.

If your parcel is lost during transit, please contact us so we can investigate with the delivery provider.

If a parcel is returned to us because of an incorrect address provided by the customer, failed delivery attempts or failure to collect the parcel, we will contact you to arrange redelivery. Additional delivery charges may apply.

Please ensure your delivery address is correct before placing your order.

7. Hair Appointments

Think Kinks is not responsible for:

  • Salon or stylist cancellation fees.

  • Installation, removal or reinstallation costs.

  • Any costs arising from alterations made to the product after delivery.

We strongly recommend that you receive and inspect your order before booking any hair appointments.

8. Reserved Rights

Think Kinks reserves the right to refuse future orders or limit services where there is evidence of:

  • Fraudulent or criminal activity.

  • Repeated abusive or unreasonable refund claims.

  • Repeated chargebacks or payment disputes.

  • Behaviour that is threatening, abusive or intended to misuse our policies.

These measures do not affect your statutory rights under UK consumer law.