Refund policy

Last updated: September 2026

Returns Policy

At The Raw Archive Ltd, we maintain a strict quality control process where every piece of hair is manually checked before dispatch.

Due to the nature of our products and UK health and hygiene regulations, we operate a precise returns policy. Please read the following conditions carefully before making a return.

1. The 14-Day Return Window You must notify us of your intent to return your item within 14 days of receipt (the day the tracking shows as delivered). Once you have notified us at support@therawarchive.com, you have a further 14 days to physically return the package to us. Returns received outside of this window will not be processed.

2. Hygiene & Return Conditions Hair extensions are classified as a hygiene-sealed product under UK law (Consumer Contracts Regulations 2013). By purchasing, you acknowledge that breaking the bundle security seal removes your right to return the item, as set out below.

The hair must not have been untied, brushed, combed, washed, coloured, cut, or installed. The protective bundle ties, tags, and security seals must remain fully intact.

Broken or Tampered Seals: If the packaging or bundle security ties have been opened or tampered with in any way, the return will be rejected outright and no refund will be issued. This is a strict hygiene protection measure enforceable under the Consumer Contracts Regulations 2013 hygiene exemption. The item will be returned to you at your cost.

3. Change-of-Mind Returns (Seal Intact) If you notify us within 14 days of delivery and the hygiene seal is fully intact and unbroken, you are entitled to a full refund to your original payment method under the Consumer Contracts Regulations 2013. We offer refunds only for change-of-mind returns and do not currently offer exchanges.

Processing Time: Once your return is received and passes our hygiene inspection, your refund will be processed within 14 calendar days of receipt, in line with the Consumer Contracts Regulations 2013.

4. Statutory Rights (Faulty Goods) This policy is strictly for standard change-of-mind returns and does not affect your statutory rights under the Consumer Rights Act 2015.

If an item is genuinely faulty, not fit for purpose, or does not match the product description explicitly stated on the sales page, you are legally entitled to a full refund to your original payment method if you notify us within 30 days of delivery.

Beyond 30 days, you may still be entitled to a repair, replacement, or partial refund under the Consumer Rights Act 2015 — please contact us and we'll advise you of your options.

Please note: hair that has been chemically altered, bleached, or dyed by the customer after delivery does not qualify as a manufacturing defect and will not be covered under statutory rights.

If your item is confirmed faulty, not fit for purpose, or not as described, we will send you a free prepaid return label — see Section 5.

5. Return Shipping & Insurance If your item is being returned as faulty, not fit for purpose, or not as described under Section 4, we will share a free prepaid return label with you once your return is confirmed — just contact us at support@therawarchive.com to arrange this.

For change-of-mind returns under Section 3, we can provide a prepaid, fully-insured return label for a fee of 4% of your order's total value (minimum £12), which you can request when we confirm your return eligibility. This ensures your return is insured for its full declared value with DPD.

Alternatively, you may arrange your own tracked and insured return at your own cost — in this case, please retain proof of postage and send us the tracking number once dispatched, and note that cover is limited to whatever compensation your chosen courier provides, which may not reflect the full item value.

We are not liable for items lost or damaged in transit back to us if a tracked service was not used, or if proof of postage/tracking was not provided when requested. If our prepaid insured label or your own tracked and insured service was used as instructed and the item is lost or damaged in transit, please contact us and we will work with you to resolve this via the courier's claims process.

6. How to Initiate a Return

1. Email us at support@therawarchive.com within 14 days of delivery with your order number, the reason for your return, and clear photographs of the item in its original, sealed condition.
2. We will review your request and respond within 2 working days to confirm eligibility.
3. If approved, you will receive return instructions and our return address. Do not send items back without prior authorisation — unauthorised returns will not be accepted.
4. Package the item securely in its original packaging and ship it using a tracked and insured service (or request our prepaid insured label — see Section 5).
5. Once received and inspected, we will confirm your refund and process it within 14 calendar days.

For any questions, contact us at support@therawarchive.com.