We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@niiyii.com. Please note that returns will need to be sent to the following address: 78 High street, Croydon, CR0 1NA
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@niiyii.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@niiyii.com.
Our returns policy forms part of and must be read in conjunction with, our terms and conditions of sale. We reserve the right to change this return policy at any time.
Customer Satisfaction is of the highest importance to us therefore we run quality checks on all of our products before placing any orders forward for shipping.
Please note that we will only exchange/refund items that are sent back to us in the exact same condition in which they were purchased, with all tags still attached.
Any products that have been tampered with or altered in any way will not be accepted.
Due to health and safety regulations we only exchange/refund item(s) that are unopened, have not had their hygiene seal broken, removed or tampered with. Customised, made to measure, special order item(s) sale are final and cannot be returned.
Returns Policy - Faulty Goods
If your purchase appears faulty due to quality issues, the fault must be reported to us via email to the Customer Service Department: support@niiyii.com within a maximum of 30 days of the receipt date.
All returns must have a fully completed Report Form. Any goods received without the appropriate paperwork will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 30 days will delay refund / exchange process.
With regards to NiiYii Hair, any colouring, toning (including silver and purple shampooing) or tinting of extensions is done entirely at the customer’s own risk and we will not test, refund or exchange any extensions that have been exposed to the above. All hair extensions must be returned in the original product colour.
We must receive the hair within 7 days of the complaint being made, this will then be examined and inspected by our dedicated Quality Control Department.
Goods are not considered faulty if their condition deteriorates due to poor hair management including heat damage, incorrect aftercare or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way, the goods will be returned to the customer at their own cost and we will not refund or replace the goods. Please note that testing of faulty hair extensions can take up to 30 days.
We do not guarantee the use of our hair extensions whilst on holiday / in warmer climates for various reasons.This includes discolouration of the hair when coming into contact with swimming pool chlorine, sea water and the hair drying out through excess heat. We strongly advise all customers using hair extensions avoid both chlorine and sea water as this can damage hair and hair colour.
Hair extensions may change colour due to environmental factors. Hair discolouration is not a manufacturing fault. Please refer to our Aftercare Guidelines and Returns Policy – Faulty Hair for more information.
NiiYii will not be held responsible for any additional expenses due to faulty goods e.g. removal or re-application costs. We recommend that a qualified professional applies any professional hair extensions and that customers are to have a consultation before any permanent extensions are applied.
The goods are the responsibility of the customer until they reach NiiYii's warehouse. Please ensure all items are packaged properly to avoid transit damages. Any returned goods that we receive which are outside of this Returns Policy will be defined as “In Dispute”. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you at a cost, otherwise they will be destroyed within 91 working days from their receipt back to us.
As we use recorded delivery courier services, we are unable to report an item as missing until 10 working days after original shipment day. Due to this rule set by our couriers, we are unable to deem an item as lost until this time and will not refund or replace until 10 working days from original shipment date. Please note that an item sent overseas is not deemed to be lost or delayed until at least 25 working days have passed.
Order Cancellation: Pre-Shipment
If you wish to cancel an order or part order transaction before it is shipped, please do so immediately via telephone or via email. Cancellations made via email will be timed at time of reading, not sending or receipt. You will not be charged any penalty and your payment method will also be cancelled. If the order has been shipped, then the Post-Shipment cancellation policy will apply.
Order Cancellation: Post-Shipment
You may cancel your order up to 14 working days from receipt of your purchase. All goods must be returned in an unopened and unused state for refund. Please see our Returns Policy for more information.
Returns Policy – Cancellation of Order
All goods purchased from NiiYii online may be returned for refund or exchange within 14 days from receipt of delivery. Before sending the parcel back to us, please ensure that you request a Returns & Exchanges form via email or you can download from our website. Click here to download.
We try to make refunds within one week of receipt back to us, though promise to make all refunds within 14 calendar days from receipt of goods to our warehouse. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.
Please return the goods to the address on the top of your receipt/invoice and fill in the Returns & Exchanges form.
Any returned goods that we receive which are outside of the Returns Policy will be defined as “In Dispute”.
Such In Dispute items will not be refunded or exchanged. A reason for this “In Dispute” decision will be provided. We are happy to re-ship “In Dispute” items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back at NiiYii's warehouse.
We are sorry, but due to false promises in the past, we are unable to replace or exchange an item until the original parcel is returned to NiiYii. If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date.
Whilst we endeavour to give the best advice over the phone and via email, the company will not be held responsible for any disparity in colour matching. Our Colour Matching service is a guide only.
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
