Terms of service

Last updated: September 2026

Terms and Conditions

Welcome to The Raw Archive.

These Terms and Conditions ("Terms") govern your use of our website and the purchase of any products from The Raw Archive Ltd ("we", "us", or "our"). By placing an order with us, you agree to be bound by these Terms.

1. Company Information

Business Name: The Raw Archive Ltd
Companies House Number: 17317516
Registered Address: 81 Brockley Rise, Honor Oak Park, SE23 1JN, London, United Kingdom
Official Contact Email: support@therawarchive.com

2. Product Information, Origin & Quality Assurance

We take immense pride in the quality of our hair products.

Quality Control: Every single order undergoes a strict, manual quality check process before it is packaged and shipped to ensure it meets our high standards.

Hair Type & Origin: Our hair is sourced ethically and is either Virgin or Raw Vietnamese hair.

Lace Closures & Frontals: Our closures and frontals are made using HD (High Definition) or transparent lace, designed to blend seamlessly with a range of skin tones. As lace is a delicate and natural material, colour and sheerness may vary slightly between units, and careful handling during installation is required. Please refer to our Refund Policy for details on returns eligibility where lace has been cut, tinted, or otherwise customised.

Installation Damage: Lace closures and frontals that have been damaged during installation — including but not limited to lifted or torn lace, adhesive residue, plucking, tinting, or bleaching of the knots — are not eligible for return, exchange, or refund. This is separate from any pre-existing manufacturing defect, which remains covered under Section 5 (Consumer Rights Act 2015).

Product Descriptions: In compliance with the UK Consumer Rights Act 2015, all goods must match their description. The exact type, origin, and grade of the hair will be explicitly stated on the individual sales/product page. It is the customer's responsibility to read the product description carefully before making a purchase.

Natural Variations: Because our hair is natural and raw/virgin, slight variations in color, texture, and wave pattern are normal and to be expected. These natural variations do not constitute a product defect under these Terms.

3. Orders and Contract Formation

By placing an order on our website, you are making an offer to purchase. A legally binding contract is only formed when we send you an email confirmation accepting your order and confirming dispatch.

We reserve the right to refuse or cancel any order at our discretion (e.g., due to pricing errors, stock unavailability, or suspected fraudulent activity).

Prices displayed on our website include all applicable UK taxes but exclude delivery charges, which will be calculated at checkout.

Payment Methods and Buy Now, Pay Later

We accept the payment methods shown at checkout. From time to time we may offer Buy Now, Pay Later ("BNPL") options, such as Klarna. BNPL is only available on your order if it appears as a payment option at checkout. We may add, change or withdraw BNPL options at any time without notice.

If you choose to pay with a BNPL provider:

Your payment arrangement is a separate agreement between you and the BNPL provider, and is governed by the provider's own terms. The Raw Archive Ltd is not a lender and does not provide credit or financial advice.
The provider decides whether you are eligible and may carry out credit or affordability checks. Missing payments may affect your credit rating, and the provider may charge fees under its own terms.
Your order, and these Terms, remain with us. Choosing BNPL does not change your statutory rights or your rights under our Refund Policy.
Any refund we issue, including after a cancellation or an approved return, is paid to the BNPL provider, which will then adjust your balance or reimburse you. Until the provider has confirmed the refund, please keep making any payments that are due, or contact the provider directly about pausing payments.
Questions about your order or the products go to us at support@therawarchive.com. Questions about your payment plan, instalments or account go to the BNPL provider.

4. Limitation of Liability & Hair Care Warning

The Raw Archive Ltd will not be held liable for any damage caused to the hair extensions or bundles due to improper maintenance, incorrect installation, or general misuse after delivery.

Chemical Alterations: While our Raw and Virgin hair is capable of being processed, we strongly recommend that all chemical treatments (such as bleaching, lifting, or colouring) be carried out by a professional hair stylist. We cannot accept responsibility for hair that has been damaged, over-processed, or is shedding due to home-bleaching or incorrect chemical application.

To the maximum extent permitted under English law, our total liability for any product purchased through our site is strictly limited to the purchase price of that product.

5. Important UK Consumer Laws & Statutory Rights

As a UK-based e-commerce business, we fully recognise and uphold your statutory rights under UK law:

Consumer Rights Act 2015: We guarantee that all goods supplied are of satisfactory quality, fit for purpose, and exactly as described on their respective product sales page.

Consumer Contracts Regulations 2013 (Distance Selling): Because you are buying online without seeing the goods in person, you are legally entitled to a 14-day cooling-off period. This means you have the right to cancel your order and request a return within 14 days of receiving the item, subject to the conditions outlined in our separate Refund Policy. Please note that for hygiene reasons, hair must be returned in its original, sealed, and unaltered packaging.

Exclusion: Nothing in these Terms intends to unfairly limit or exclude your legal rights as a UK consumer.

6. Intellectual Property

All content on our website—including brand name, text, graphics, logos, images, digital downloads, and product descriptions—is the sole property of The Raw Archive Ltd and is protected by UK and international copyright laws.

You may not copy, reproduce, or use any of our brand assets or website content for commercial purposes without our express written consent.

7. Delivery and Returns

Our specific policies regarding shipping timeframes, domestic and international delivery, and customs/duties are detailed in our Shipping Policy, and our policies on refunds and exchanges are detailed in our Refund Policy — both of which you should read alongside these Terms.

8. Data & Privacy

Your personal data is handled in accordance with our Privacy Policy, which sets out how we collect, use, and protect your information in compliance with UK GDPR. Please read our Privacy Policy alongside these Terms.

9. Fraud Prevention and Loyalty Programme Verification

To protect the integrity of our loyalty programme and prevent misuse (including the creation of multiple accounts to claim repeat discounts), The Raw Archive Ltd may:

Cross-check new account details (including delivery address, contact details, and payment information) against existing customer records to identify duplicate or linked accounts;
Use automated fraud-detection tools to flag accounts created from the same device or browser within a short time period;
Request proof of identification (ID) to verify eligibility for birthday discounts or other age/identity-linked offers, and cross-reference the name on the ID with the name and delivery address held on the account;
Restrict the redemption of certain loyalty benefits, including birthday discounts, to one per verified customer identity or household, regardless of the number of accounts held.

Where ID is requested for verification purposes, we will only use it to confirm eligibility for the relevant offer. We do not retain copies of identification documents beyond the time needed to complete this check, and any such documents are permanently deleted once verification is complete. For further information on how we handle personal data, please see our Privacy Policy.

We reserve the right to suspend or close accounts, and to withhold or reclaim discounts, where we reasonably believe the loyalty programme is being misused.

10. Governing Law

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. Both parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to These Terms

We reserve the right to update or modify these Terms at any time. The version of the Terms active at the time you place your order will be the version that applies to your contract.