We have made some changes to the processing of our hair and from 20th August 2022 onwards our Higher End Hair now has an estimated lifespan of 9-18 months for darks and 6-12 months for blondes with good aftercare. Please see our aftercare section for advice here https://www.prestigehairextensions.com/aftercare

We guarantee the quality of our higher end hair for 6 months from the date the shipment is confirmed to have been delivered - any manufacturing faults will become apparent within this timeframe. Aftercare and heat styling can greatly reduce the life expectancy of your extensions; therefore, we do not extend the guarantee past 6 months.

Once a faulty item complaint has been submitted you will have 2 weeks to return the items. At our own discretion, we may try to resolve the complaint through emails without first testing the items ourselves (only if all the required evidence is supplied on request). Please contact our customer service team to discuss what evidence they may require to start your claim.

If you are suitably experienced, we may ask you to perform your own wash and dry test with our direction to aid the resolution of your complaint via email. If at our discretion, we decide we cannot resolve your complaint via email you will then have 2 weeks to return the items. It may take up to 30 days for us to complete our in-house testing of your returned hair, but we aim to complete this within 2 weeks.

Faulty item complaints will not be accepted beyond the 6 month time period for Higher End Hair or 3 month time period for Mid-Range Hair. Please note we reserve the right to choose to Repair, Replace or issue Store Credit for returned faulty products.

If the hair is relatively new and has been worn for a short period of time, we may request you wear it a little longer. Any concerns in the first few weeks regarding your new hair extensions feeling different to the last set often dissipate after a longer wear time. It is important to remember that we use real human ponytails to create our hair extensions and some variability between batches is unavoidable.

Our Mid-Range is sold with a 4-7 month estimated lifespan depending on the colour and assuming good aftercare. The lighter blonde shades will be at the lower end of this estimated lifespan. The Mid-Range also has a shorter 3-month guarantee against manufacturing faults.

Mid-Range hair may feel lower quality/less silky or drier compared to our Higher Range. There may also be some loss of length in light blonde shades during the estimated lifespan. Excessive loss of length is not normal and would still be considered a fault covered by our guarantee. For more information about the Mid-Range Hair Extensions including how they are sourced/produced and what to expect, please see this page - https://www.prestigehairextensions.com/prestige-mid-range-information

• Claims on our guarantee can only be made by the account holder.
• The account holder must have inspected the hair extensions in person and deemed them as faulty.
• Claims on our guarantee cannot be made if the account holder is unable to assess the hair extensions in person. This is to protect the account holder from false claims which may result in restrictions to their account.
• Should the account holder have a client that lives too far away (for example another country) for hair to be inspected in the case of a complaint – The account holder should not offer our guarantees to the client, and this should be discussed during consultation.

We aim to provide honest and helpful advice to you to help manage the expectations of clients and reduce potential complaints within your salon. Therefor exceptions to our 6 and 3 month Guarantees and the rationale behind our Terms and Conditions are provided below.

Human Hair is not indestructible. Our Terms & Conditions have been formulated from our first-hand knowledge and experience of the processes used during the production of Human Hair Extensions – You will not find any Myths or falsehoods designed to relieve us of our obligation to address and replace faulty hair.

When purchasing from www.prestigehairextensions.com using a Trade Account or VIP Account you acknowledge that this is a Business to Business Sale.

Business to Business sales are not subject to the Consumer Rights Act and The Consumer Contracts Regulations. We offer a detailed and generous 6 or 3 month Guarantee on our hair products subject to our Terms and Conditions.

YWhen you resell our products to a client either as a standalone product, or part of a fitting service, you enter into a new sales contract with your client which is independent from the business-to-business sales contract you have with us.

It is your responsibility to resolve complaints from your client irrespective of your ability to return the goods to us. For example, if a client is unhappy with a colour match after fitting, you cannot return the hair to us for a refund once it has been used, but you may (depending on your own sales contract with the client) still be required to refund your client who is unhappy with the colour fitted or offer them an alternative resolution.

To minimise potential complaints, the expectations of your client must be managed appropriately by a qualified stylist familiar with our terms and guarantee. Human Hair extensions are not a machine manufactured product. The Human hair ponytails used to create our extensions are a natural material that varies from donor to donor. Our Suppliers make every effort to choose the sleekest and highest quality ponytails for producing our Higher Range Extensions but there will always be some variation between batches (more so with the Mid-Range). Variations in colour, texture and thickness are inevitable. Always consider that your client may have little to no experience of Hair Extensions and therefore initial expectations may be unrealistic.

Exceptions to our Guarantees include:

• General wear and tear (please see further details for each fitting method below).
• Colour changes (As described below).
• Fading of any colours (Fancy, Ombre/Rooted and Ash/Silver shades are more susceptible to fading but all our hair has been bleached then coloured and will need its colour maintaining by a professional experienced in dying extensions. Never attempt to lighten extensions this can damage them beyond repair)
• Loss of colour on micro/nano rings or tubes.
• We do not guarantee the hair will hold a curl.

Please ensure your clients understand that all hair extensions can and do fade, they can be tricky to recolour to the original shade. Colour maintenance and picking out different shades to dye is especially difficult for piano & rooted colours - some customers will find it easier to darken their overall colour rather than trying to recreate the original colour blend. Refunds or exchanges for fading are not offered by Prestige Hair Extensions/UK Remy Hair Extensions Ltd. Clients that expect the colour of the Hair Extensions to remain unchanged throughout their lifespan should not use our hair.

We offer additional information below on potential colour changes and issues with blonde extensions to help educate your clients to avoid or treat these issues.

We will never impose unfair terms to avoid responsibility for such things as matted/tangled hair caused by misaligned cuticles (We will always take responsibility for this!) our Guarantee exceptions are provided to prevent refunding good quality hair (that may have faded or require re-taping/retipping). We also discuss “wear and tear” and accidental damage./p>

When you buy hair from Prestige Hair Extensions you can be assured that with proper aftercare it will not matt, or snap in the first couple of months. Faults like this are often associated with cheaper “Machine Remy” or reclaimed / turned hair. On rare occasions, if a shade has been over processed, even the highest quality Remy hair can suffer from these symptoms – In cases such as these we always accept full responsibility!

We will never use “Machine Remy” hair. “Machine Remy” hair has been salvaged not donated. It will have gone through several processes to realign 90-96% of the cuticles, before being subjected to an acid bath to prevent the remaining misaligned cuticles from tangling. It is this type of processing to remove most of the surface cuticles that makes the hair feel very smooth at first, but it also causes the hair to eventually dry out and sometimes snap.

You may also notice black dots on the tips of some machine Remy hair, these are the follicles / roots of the hair that has been shed naturally during daily brushing rather than cut from the donor. You will not see this with our Hair Extensions. All our hair is cut from single donors before being mixed with other single donor ponytails to reach the required thickness. The hair is then bleached and coloured for each batch.

When bleaching and colouring hair for hair extensions, the donor hair or machine remy hair is first stitched to a net to ensure that all cuticles remain aligned. Up to 20% of the hair can come loose and detach from the stitching holding it in place. With cheaper products this detached hair is often picked back up, then added back to the remainder of the hair on the net. This reduces costs during manufacture but also results in hair extensions with some misaligned cuticles making tangling more likely..

WOur hair is handled and stitched more carefully to keep hair loss to a minimum. Detached hair is never picked back up or added back into our donor hair. This increases the cost of our hair, but also guarantees there will be no matting or tangling caused by cuticle misalignment. This is also why the final thickness on the ends of our hair can vary from batch to batch, losses are different during the production of each batch and the thickness of each donor’s ponytail varies too.

Using advanced industrial bleaching techniques, black and very dark brown donor hair can be lightened to the lightest blonde colours without severely damaging the hair. However, it should be noted that all chemical bleaching damages the hair a small amount, which is why lighter blonde extensions do not normally last as long as darker colours - particularly in our Mid-Range which is made from lower grade ponytails to begin with.

Longer lengths of hair are extremely expensive to purchase. Longer hair takes many years to grow and is in very high demand therefor driving the price up further. Longer hair is also typically older hair which has been exposed to the elements and hair care routines for a longer period before donation. Despite its higher price, longer hair will still be more prone to dry ends over time than shorter hair in the same colour.

The advanced industrial bleaching techniques used to transform the donor hair from black to blonde do make the finished extensions more susceptible to colour change.

Colour changes are often orange / pinky and occur mainly when hair is exposed to very high heat or repeated heat styling at lower temperatures, sun cream, swimming pool chemicals and high mineral content water. Colour change is most commonly seen after a holiday abroad or during the summer but does happen in the UK in winter months too. Sometimes it is not possible to identify the cause of the discolouration but most of the time it is still treatable.

These changes are not covered by our Guarantee because they are not the result of a fault, they are a result of the salts and minerals required to catalyse the bleaching process and reach these light blonde shades. Without this process you cannot achieve light blondes from dark brown/black donor hair. Our aftercare information provides detailed guidance on how best to care for your extensions and reduce the chance of experiencing such colour changes.

Reactions between the chemicals that remain within the hair from the bleaching process and environmentally acquired chemicals that accumulate on the surface of the hair extensions often present as orange or pink discolouration and are easier to treat.

You should treat hair extensions like a fine garment that needs special care to avoid stains or damage. Very high heat not only dries out your hair extensions but can also cause oxidation of the chemicals that remain within the hair from the bleaching process.

CHigh heat induced reactions leave dark orange or rust coloured stains, this often happens when using straighteners or curling wands on the ends of the hair for too long or at a high temperature. It is best to use 160C maximum to minimise the chances of this happening.

Contact and absorption of chemicals in common sun creams, beauty products, swimming pools and even high mineral content water can also discolour your hair extensions.

While absorbed minerals and chemicals are often easy to remove with Malibu C treatments, stains from high heat can be difficult to remove even with bleach. For full aftercare advice please read here - https://www.prestigehairextensions.com/aftercare

The Memory Keratin used on our Tiny and Stick Tip Extensions is designed to change shape slightly and be a little softer than Italian keratin. Memory Keratin is not suitable for fusion bonding, it should only be used with micro ring fitting methods. Sometimes at refits the tip will need re rolling or squeezing back into shape to fit back inside the ring. Professionals are expected to be able to re roll the tips at refits if required. (please note a total breakdown of the tip that causes shedding in the first 2-3 months/by first maintenance is not normal and should be reported to us, it’s often caused by the tips being too short as well as the keratin being weak so please do not trim the tips).

Our Italian keratin used on Nail, Flat and Nano tips is the strongest we have found. It will not breakdown or become soft during our guarantee period, provided heated tools are prevented from contacting the keratin. Italian keratin will melt if touched by heated straighteners or other hot styling tools. Our Nano tips have been sealed top and bottom around the metal tip. Nano tip breakage is extremely rare and with good aftercare will last well beyond our guarantee period (although you should warn your clients that a very small number may break, this is rare with our nano tips).

We now supply our Tape Hair Extensions without the pre applied tape adhesive tabs. The tape adhesive tabs can be bought separately from our website and should then be applied fresh at the client’s fitting appointment for best results. This fresh application of the tape adhesive tabs prevents slippage of the hair extensions caused by old, expired, or denatured tape.

There are many variables that can affect the stickiness of the tape adhesive tabs such as their freshness or any exposure to varying temperatures, air or strong light. All tape adhesive tabs sold by us are as fresh as possible. We order new stock roughly every two months and store it in a controlled environment. This is also why we do not accept returns of tape adhesives. We can never be certain returned tapes have been stored correctly or have not denatured, therefor we cannot resell them.

Please ensure you don’t order more tape tabs than you can reasonably use in a short time period. The only way to ensure zero slippage when applying tape hair extensions is to apply fresh tape adhesive tabs to completely clean tape hair extensions immediately before fitting.

We do not offer refunds or compensation for problems that may occur with tape adhesives, but we will send replacement adhesives if you have an issue.

PU Top wefts are made with zero return hairs or beard. They sit much flatter to the client’s head and should not shed. Care should be taken to avoid stretching the track of the PU Top wefts to avoid detaching the PU Glue from the hairs which might then cause some shedding in that area. While our Flat Wefts are much more robust and stand up well to general wear and tear / pulling and stretching, the Tiny and Master Wefts are made with far less PU adhesive to hold the track together.

Extra care should be taken especially with the bottom rows to avoid pulling and stretching the wefts against the stitching or micro rings that anchor them to the clients own hair. Care should be taken to avoid touching the weft track with heated styling tools which will melt the PU Glue and cause the hair extensions to shed from the track. It is recommended to dry the roots of the weft with a cool hairdryer too.

Our machine-made triple wefts are made by layering 3 single wefts vertically to reduce bulkiness. Measuring approximately 48-52 inches wide per full pack these are quite dense machine wefts meaning you can fit a full head over less rows. Machine Wefts have a few centimetres of return hairs along the track and are also available to purchase in half packs.