Terms of service
Terms & Conditions
Last updated: 15 March 2026
These Terms & Conditions (“Terms”) apply to all retail purchases made through CAPELLO (the “Website”) and govern the sale and supply of goods by:
Seller: Elias Censi t/a CAPELLO (“CAPELLO”, “we”, “us”, “our”)
Business address: TO BE UPDATED
Email: support@capello.co
Website: capello.co
VAT number: 507 2457 02
By using our Website and/or placing an order, you agree to be bound by these Terms and our Return & Refund Policy, Privacy Policy, and Cookie Policy (together, our “Policies”).
1) Definitions
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Buyer / You: the customer purchasing goods for personal purposes.
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Goods: hair systems (toupees/hairpieces), accessories, adhesives/tapes/removers, and aftercare products.
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Custom / Made-to-order: any hair system produced or modified to your specifications.
2) General terms of supply
All orders are subject to availability. We reserve the right to refuse or cancel orders, including where we suspect fraud, misuse of promotions, or pricing/stock errors.
No variation to these Terms is effective unless agreed in writing by CAPELLO.
3) Product information and suitability
Product descriptions, images, and guidance are provided for general information. Colour and appearance may vary due to lighting, screen settings, and manufacturing tolerances.
Any care/installation guidance is general and does not replace professional judgement. Hair system lifespan and results vary by use, maintenance routine, scalp conditions, adhesives, and styling.
4) Prices, VAT, and payment
Prices are shown in GBP unless stated otherwise. Where applicable, VAT will be shown at checkout (or included as required by law). Delivery charges (if any) are shown at checkout.
We reserve the right to change prices and correct pricing errors at any time.
Payment is taken at the time of order via the payment methods offered at checkout. We may use fraud-prevention checks and may request additional verification.
5) Order placement, acceptance, and amendments
When you place an order, you make an offer to purchase. An order is accepted only when we confirm dispatch or otherwise confirm acceptance in writing.
Once an order is placed, changes may not be possible. If your order has not yet been processed, we may (at our discretion) amend delivery details or cancel the order. If the order has already been processed/packed or dispatched, unwanted items must be handled under our Return & Refund Policy.
6) Custom / made-to-order hair systems
When ordering Custom goods, you are responsible for ensuring all specifications (including measurements, templates, base size/shape, density zoning, colour, curl/wave, ventilation direction and any instructions) are accurate at the time of ordering.
Custom goods are non-returnable and non-refundable for change of mind. Returns are accepted only where there is a fault or the item is not as described, in line with your statutory rights and our Return & Refund Policy.
Cancellations/amendments of Custom orders may not be possible once production has started. Where we agree to a cancellation/amendment in exceptional circumstances, a fee may apply to cover incurred costs.
Lead times for Custom goods are estimates only and not guaranteed. We are not liable for disappointment or costs arising from delays outside our control.
7) Shipping, fulfilment routes, and delivery
UK ORDERS
We receive stock and dispatch all orders from the United Kingdom. All units are inspected before final dispatch to ensure consistency and quality.
EU ORDERS
For customers located in the European Union, orders may be shipped directly from our EU fulfilment centre or supplier, depending on availability.
USA ORDERS
All items are dispatched from the United Kingdom. If a product is not currently available in UK stock, it will first be transferred from our EU fulfilment centre (Italy) for inspection and processing before final dispatch. This may require an additional working week.
DELIVERY TIMES
Delivery times are estimates and not guaranteed. We are not responsible for delays caused by carriers, customs authorities (where applicable), weather conditions, strikes, or other events outside our control.
RISK & DELIVERY
Risk passes to the customer upon delivery to the address provided (or as otherwise required by applicable law).
If you instruct the carrier to leave a parcel in a “safe place”, responsibility for any loss or damage after delivery may rest with you and/or the carrier.
8) Damaged, incorrect, or missing goods
Please inspect goods promptly on delivery.
If goods are damaged, incorrect, or items are missing, you must notify us as soon as possible and within 48 hours of delivery, providing photos and details so we can investigate with the carrier and/or fulfilment partner.
9) Returns and refunds
Returns and refunds are governed by our Return & Refund Policy, which forms part of these Terms. Please read it before ordering.
Nothing in these Terms limits your statutory rights under applicable consumer law.
10) Use of products and customer responsibility
You are responsible for selecting appropriate products for your needs and for safe use of adhesives/solvents (including patch testing where recommended). We are not responsible for damage caused by misuse, incorrect attachment/removal, harsh chemicals, excessive heat, unapproved treatments, or third-party services (including salons/technicians).
11) Liability and statutory rights
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under law.
Subject to the above, and to the maximum extent permitted by law, CAPELLO is not liable for indirect or consequential losses (including loss of profit, revenue, business, or opportunity). Our total liability for any claim relating to an order will not exceed the amount paid for the relevant goods.
12) Intellectual property
All Website content, branding, and materials are owned by or licensed to CAPELLO. You may not copy, reproduce, or distribute any content without written permission.
13) Governing law
These Terms are governed by the laws of England and Wales.
14) Contact
Questions about these Terms should be sent to support@capello.co