Returns & Refund Policy — Lewa Studios

1. Introduction

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

We are committed to exceptional quality, transparency, and customer satisfaction. Please read our Returns & Refund Policy carefully before making a purchase.

2. Return Policy

2.1 Return Window

We offer a 14-day return and exchange policy from the date of delivery for eligible online purchases.

2.2 Return Conditions

To qualify for a return or exchange:

Products must be unused, unaltered, and unwashed
Items must be in original packaging
All tags and security ties must remain intact

For hygiene and safety reasons:

Hair that has been installed, styled, coloured, cut, or chemically altered cannot be returned or exchanged
Customised or bespoke items (including wigs with personalised colouring, cutting, or sizing) are non-refundable and non-exchangeable
Salon services (hair, nails, waxing, barbering, etc.) are non-refundable once completed

If you are dissatisfied with a salon service, please contact management within 24 hours so we can review and resolve the issue fairly.

2.3 Return Process

Contact us within 48 hours of delivery
Email: info@lewastudios.com
Include:
- Order number
- Clear photos or videos of the product
Do not return items without prior authorisation

Once approved, return instructions will be provided.

Approved returns must be sent to:

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

2.4 Return Shipping Responsibility

Customer Pays Return Shipping When:

Returning due to change of mind
Requesting exchange for preference reasons

We Cover Return Shipping When:

Item is faulty
Item is damaged
Wrong product was sent

You must notify us within 7 days of receipt for damaged or incorrect items.

Note:
Original shipping fees and express delivery charges are non-refundable.

3. Refund Policy

Refunds are issued only after inspection and approval
Processing time: 3–5 business days
Refunds are returned to the original payment method

Please note:

Currency conversion fees are not refunded
Bank / PayPal processing fees are the customer’s responsibility

4. Cancellation Policy

4.1 Product Orders

Standard Products

Can be cancelled within 24 hours for full refund

Customised Products

Must be cancelled within 12 hours
Once production begins, cancellation is not possible

Shipped Orders

Cannot be cancelled
May be returned after delivery (if eligible under return policy)

4.2 Salon Appointments

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

5. Exchange Policy

Exchanges are allowed within the 14-day return window
Items must meet all return conditions
Replacement items are shipped within 3 business days after approved return is received

6. Damaged Parcels & Delivery Issues

If your parcel arrives damaged:

Inspect immediately
Take photos of packaging and contents
Contact us within 7 days

Claims reported after this timeframe cannot be processed.

7. Promotional & Special Items Policy

Sale & Clearance Items

All sales are final
Only eligible for replacement if faulty or damaged

Mystery Boxes / Surprise Deals

Non-refundable
Non-exchangeable
Exception: proven defect or damage

8. Customer Support

We are always here to help.

📍23 Caroline street Birmingham
B3 1UE United kingdom

📧 luxehair@lewastudios.com
📞07706438527

9. Policy Updates

Lewa Studios reserves the right to update or amend this policy at any time. Any changes will be clearly communicated on our website.