Returns and Refund

1. Introduction

Welcome to Lewa Studios, Birmingham’s premier destination for luxury hair, beauty and professional wig & bundle services. Alongside our salon, we offer a curated range of high-quality human hair extensions, wigs, and beauty products. We are committed to providing exceptional quality, transparency, and complete customer satisfaction.

---

2. Return Policy

Timeframe

We offer a 14-day return and exchange policy (from the date of delivery) for eligible products purchased online.

I. Return Conditions

• Products must remain unused, unaltered, unwashed, and in their original packaging with all tags and security ties intact.
• For hygiene reasons, once hair has been installed, styled, coloured, cut, or chemically altered, it cannot be returned or exchanged.
• Customised or bespoke items (e.g., wigs with personalised colouring, cutting, or sizing) are non-refundableand cannot be exchanged.
• Salon services (hair, nails, waxing, barbering, etc.) are non-refundable once completed. However, if you are dissatisfied, we encourage you to raise the issue with management within 24 hours so we can resolve it fairly.

II. Return Process

1. Contact us within 48 hours of delivery at info@lewastudios.com with your order number and photos/videos of the product.
2. Do not send items back without prior authorisation. Once approved, you will receive return instructions.
3. Authorized returns must be shipped back to:

Lewa Studios
23 Caroline Street
Jewellery Quarter
Birmingham, B3 1UE
United Kingdom

---

III. Responsibility and Cost

• Standard Returns: Customers are responsible for return shipping costs for change-of-mind returns.
• Damaged or Incorrect Items: If your Product arrives faulty, damaged, or incorrect, Lewa Studios will cover return shipping costs. Please notify us within 7 days of receipt.
• Delivery Fees: Original shipping charges and any expedited delivery fees are non-refundable.

---

3. Refund Policy

• Refunds are issued only after the returned item has been inspected and approved.
• Processing time: 3–5 business days once approved.
• Refunds will be made to the original payment method.
• Any currency conversion fees or bank/PayPal charges are the customer’s responsibility.

---

4. Cancellation Policy

I. Orders

• Standard Products: Orders may be cancelled within 24 hours of placement for a full refund.
• Customised Products: Cancellations must be made within 12 hours of placing the order. Once production has begun, cancellations are not possible.
• If the order has already shipped, it cannot be cancelled. Customers may initiate a return upon receipt (subject to our Return Policy).

II. Salon Appointments

• Deposits are non-refundable but transferable if rescheduled at least 48 hours before the appointment.
• Same-day cancellations or no-shows will result in forfeiture of the deposit.

---

5. Exchange Policy

Exchanges are allowed within the 14-day return window, provided items meet the return conditions. Once your return is approved, we will ship your replacement product within 3 business days of receiving the original.

---

6. Customer Priority

We package all items with care; however, if your parcel arrives damaged:

• Inspect it immediately, take photos of the packaging and contents, and contact us within 7 days.
• Claims outside this timeframe cannot be processed.

---

7. Contact & Customer Support

We’re here to help!
📧 info@lewastudios.com
📞 +44 (0)121 690 0301
Address: Lewa Studios, 37 Augusta Street, Jewellery Quarter, Birmingham, B18 6JA

---

8. Important Notice – Special Terms for Promotional Items

• Sale & Clearance Items: All sales are final unless the product is faulty or damaged.
• Mystery Boxes / Surprise Deals: These items are non-refundable and cannot be exchanged, except in cases of damage or defect.

---

Conclusion

Your satisfaction is our priority. Lewa Studios reserves the right to update or amend these policies as needed. Any changes will be communicated clearly.