Refund policy

Last updated: 11 October 2026

This Return & Refund Policy applies to purchases made through CAPELLO (“we”, “us”, “our”). If you have any questions, contact support@capello.co

1) How to request a return

To request a return, cancellation, exchange, or to report an issue, email support@capello.co and include:

  • your order number
  • the item(s) concerned
  • the reason for your request
  • photos/videos where relevant (damage/fault)

We will reply with the return address and instructions. Please contact us before sending anything back, so your parcel reaches the correct address. This does not affect your legal right to cancel.

2) Where we ship from

We receive stock and ship from the United Kingdom to customers worldwide. We act as importer and pay relevant import charges to bring goods into the UK before selling them.

For some products, orders to customers in the European Union may be shipped from within the EU.

This policy applies to customers in every country. If the consumer law of your country gives you additional rights, those rights are not affected.

3) Right to cancel (change of mind) — stock items

You can cancel your online order for a stock item within 14 days of receiving your goods, even if the item is not faulty, subject to the exclusions in this policy.

  • You must notify us within 14 days of delivery that you want to cancel.
  • After notifying us, you must return the goods within a further 14 days.

Condition of return: Returned items must be unaltered and in the same condition as received, with all original packaging, accessories and documentation. For hair systems, see Section 5.

4) Custom hair systems (made-to-order) — no change-of-mind returns

Custom / made-to-order hair systems are not eligible for change-of-mind returns or refunds.

A “custom hair system” includes any unit manufactured or modified specifically to your instructions, including (without limitation):

  • base size/shape, contour, or template-based manufacturing
  • density distribution (zoning), ventilation style, curl/wave, direction
  • colour, highlights, grey percentage, or made-to-measure specifications
  • any unit altered to your instructions before dispatch

If a custom system arrives faulty or not as described, it is repaired or replaced under warranty (see Section 7).

5) Hygiene and alteration rules (hair systems)

You may inspect a hair system and place it on your head without adhesive. The only thing that may be applied to it is water.

For hygiene and product integrity reasons, a hair system becomes non-returnable if any of the following applies:

  • it has been attached to the head with tape, glue or any adhesive, or shows signs of wear
  • it has been washed with shampoo, or gel, wax or any product other than water has been applied
  • the base has been cut/trimmed
  • lace/skin has been trimmed, cut back, or otherwise modified
  • knots have been bleached, hair has been coloured/toned, permed, chemically treated
  • any styling/treatment that permanently alters the unit (including aggressive heat styling)
  • alterations performed by the customer or a third party (e.g., a salon/technician)

6) Hygiene-sealed products

Products supplied sealed for hygiene reasons are non-returnable once the seal is broken, or if the product is returned below its original weight.

7) Faulty, damaged, incorrect, or not as described

If your item is faulty, damaged on arrival, incorrect, or not as described, please check it on arrival and contact us with photos/videos within 2 days of receiving it, before installing or altering it.

  • Custom hair systems: the unit is repaired or replaced under warranty.
  • Stock items: depending on the circumstances, we may offer a replacement, repair, or refund.

This reporting window helps us assess the issue quickly. It does not limit the rights you have under the consumer law that applies to you.

8) Return shipping

  • For eligible change-of-mind returns, you are responsible for return shipping costs.
  • For faulty/incorrect items, we will cover return shipping or provide a prepaid option where appropriate.

We recommend using a tracked and insured return service.

9) Refunds — timing and method

If your return is approved:

  • refunds are issued to the original payment method
  • we will process your refund within 14 days of receiving the returned goods, or within 14 days of receiving evidence that you have sent them back (whichever is earlier)

Original shipping charges are not refundable unless required by law or the return is due to our error.

If an item does not meet the conditions in this policy, we may refuse the refund or, where permitted, apply a partial refund.

10) Exchanges

If you would like an exchange, for example for a different colour, contact support@capello.co. Exchanges are subject to availability and the item meeting the return conditions.

11) Return address

Returns are sent to an address in the UK or the EU. We will provide the correct return address and instructions when you contact us.

Key summary

  • Stock items (all countries): 14-day change-of-mind return if the item has not been attached with adhesive, has been in contact with water only, and is unaltered.
  • Custom hair systems: no change-of-mind returns. Repaired or replaced under warranty if faulty or not as described.
  • Attached, treated or altered units: not returnable.
  • Sealed products: not returnable once opened or below their original weight.
  • Exchanges: available, subject to availability.