Resolving Complaints

Ideally, we aim to resolve complaints within a timescale of seven working days.  If this is not possible because a full investigation has not yet been completed, a progress report will be sent to the complainant. If we, Universal Hair 2 Excel  are unable to resolve a complaint that you make within eight weeks you can take your complaint to The Retail Ombudsman. This is an independent organisation specialising in providing an alternative dispute resolution service for consumers and retailers. As a member of the organisation, we are bound by their code of practice and they can be contacted via:



Tel:  02031 3782 68

ODR (online dispute resolution) Platform:


Payments are taken via Visa debit and credit cards.  Our terms of payment require that a complete payment is made in advance of shipping your order. All payments are process through PayPal

 An invoice will be sent to you after payment  has been  made via email, therefore email address will need to be  At Universal Hair 2 Excel, we take fraud very seriously. For that reason, your shipping address must be the same as your billing address

Return Policy

Refunds &  Credit

We offer store credit, or refund (minus shipping costs) if:

  • Requests are made within 14 days of receipt of your order.
  • Hair has not been installed, coloured, cut, or altered in any way.
    Please note: cannot return human hair products that have been used. We adhere to strict policies in regards to hygiene concerns. If the item is removed from the bundle and used in any visible manner, all refund and exchange policies are voided.
  • Hair remains in the bundle and  ties are intact.
  • The hair must be in its original packaging and tagged.
  • Returned packages must include a copy of the original invoice.
  • Merchandise must be physically received before a return can be granted. Please allow 72 upon receipt.
  • The product must be sent back at your expense. We recommend you use shipping provider with a signature confirmation service, and/or insurance to protect your package.

Please do not send unauthorized returns. Merchandise sent to us without an prior notice cannot be tracked and may be lost. We assume no responsibility for lost items, unauthorised returns, or items sent to the incorrect address.


We offer exchanges if the returned product meets our requirements:

  • Exchange requests must be made within 14 days of receipt of your order.
  • We will not accept exchanges of products that have been altered or used in any way. This includes hair that has been cut, processed, coloured, or untied at the top of the bundle.
  • Shipping and Handling costs will be at the customer’s expense. We recommend you use shipping provider with a signature confirmation service, and/or insurance to protect your package.
  • We offer one exchange per original order.. Universal Hair 2 Excel will pay the shipping costs to mail the exchanged product(s) as a one time courtesy. International customers must bear cost to ship items.

Refunds or Exchanges will not be permitted after 14 days. Please allow 2 business days for your return to be processed.

30 Day Product Guarantee

In the rare occurrence of a problem with a product that cannot be resolved through routine maintenance, we want to take every effort to resolve your situation. Refunds are not permitted, but we will take every effort to address any quality issues. The steps to determine if there is a genuine problem, and how to resolve it, are as follows:

  1. You must contact us within 30 days of receiving your order.
  2. Depending on the situation, we may ask you to submit photos of your problem.
  3. Since most problems can be resolved with a maintenance regimen, we may offer suggestions as what product(s) may help resolve your problem.
  4. If the problem cannot be resolved through maintenance, the hair must be sent back to us and received before we can take further action. We handle each situation on a case by case basis, the end result of a verified product inspection is replacement.