Refund policy

Return & Refund Policy

Last updated: 15 March 2026

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

1) Returns must be authorised

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)

Returns sent without prior authorisation may be refused and returned to the sender.

2) Where we ship from (UK vs EU)

UK orders: We receive stock and ship from the United Kingdom. We act as importer and pay relevant import charges to bring goods into the UK before selling them.
EU orders: For customers in the European Union, orders may be shipped directly from our EU supplier/fulfilment partner.

Your return rights depend on your location as set out below.

UK Customers

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

If you are a UK consumer, you generally have the right to cancel your online order within 14 days of receiving your goods, even if the items are 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 (eligible items):
Returned items must be unused, unworn, unaltered, and in the same condition as received, with all original packaging, accessories and documentation.

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

This does not affect your legal rights if the item is faulty or not as described (see Section 7).

5) Hygiene and alteration rules (hair systems)

For hygiene and product integrity reasons, a hair system (stock or custom) becomes non-returnable if it has been used, installed, or altered.

A return will be refused if any of the following applies:

  • the base has been cut/trimmed

  • lace/skin has been trimmed, cut back, or otherwise modified

  • the unit has been installed, taped, glued, worn, or shows signs of wear

  • 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)

If you need to inspect a unit, do so without altering the base and without installing it.

6) Hygiene-sealed items

Where products are supplied sealed for hygiene reasons, they become non-returnable once the seal is broken (where applicable).

7) Faulty, damaged, incorrect, or not as described (UK Consumer Rights)

If your item is faulty, damaged on arrival, incorrect, or not as described, you are protected by UK consumer law.

Please contact us as soon as possible with photos/videos. Depending on the circumstances, we may offer a replacement, repair, or refund in line with your legal rights. This applies to both stock and custom items.

8) Return shipping (UK)

  • 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, contact support@capello.co Exchanges are subject to availability and the item meeting the return conditions.

11) Return address

We will provide the return address and instructions after approving your return request.

EU Customers

12) EU returns and withdrawal rights

If you are located in the European Union, you may have a statutory right to withdraw from an online purchase within 14 days for eligible items, subject to exclusions (including custom-made goods and hygiene-sealed items once unsealed). Your rights and remedies will be handled in accordance with applicable local consumer laws in your country of residence.

Because EU orders may be shipped directly from our EU supplier/fulfilment partner, the return address and process may differ from the UK. Please contact support@capello.co to initiate a request and receive the correct return instructions.

Key summary

  • UK stock items: 14-day change-of-mind cancellation applies if the item is unused and unaltered.

  • Custom hair systems: no change-of-mind returns, but you are still covered if the item is faulty or not as described.

  • Installed/altered units: not returnable.

  • EU orders: handled under EU/local consumer rules, with returns managed via our EU fulfilment route.