Returns & Refunds Policy

Updated

Your statutory rights: This policy is in addition to, and does not affect, your statutory rights under Irish and EU consumer law, including the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 and the Sale of Goods and Supply of Services Act 1980.


1. Our Commitment

At CASCATA we want you to love your purchase. If something isn’t right, we’re here to help. Please read this policy carefully so you understand your options, including the important distinction for hair extension products.


2. The Hair Extension Hygiene Exception — Please Read

IMPORTANT — Hair extensions are classified as sealed goods unsuitable for return once opened, due to health protection and hygiene reasons. This is a legal exemption under EU Consumer Law (Directive 2011/83/EU).


Hair extensions CANNOT be returned or refunded once:

  • the packaging seal has been broken,

  • the hair has been removed from its original wrapping, or

  • the product has come into contact with hair or skin — unless the product is faulty or misdescribed.

This applies regardless of whether the extensions have been fitted.


This exception does NOT apply to:

  • Hair extensions in their original, fully sealed, unopened packaging

  • Hair care products (shampoos, conditioners, treatments, tools) that remain sealed

  • Products that are faulty, damaged, or not as described


3. Your 14-Day Right to Cancel (Distance Selling)

3.1 The Right to Cancel

Under the EU Consumer Rights Directive (implemented in Ireland by the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013), you have the right to cancel your order without giving any reason within 14 calendar days from the day after you receive your goods — subject to the exceptions set out in Section 2 above.


3.2 How to Cancel

To cancel your order within the 14-day cooling-off period, please notify us clearly before the period expires by:

  • Emailing us at karen@cascata.ie with your name, order number, and a clear statement that you wish to cancel;

  • Completing the Model Cancellation Form (available at the end of this document or on our website) and sending it to us by email or post.

We will acknowledge receipt of your cancellation by email without delay.


3.3 Returning Goods After Cancellation

Once you have notified us of your cancellation, you must return the goods to us within 14 calendar days. Please send returns to:


CASCATA Hair Limited Returns Department

30 Main Street,

Carrickmacross,

Co. Monaghan,

Ireland,

A81 RK33


Unless the goods are faulty or misdescribed, the cost of return postage is your responsibility. We strongly recommend using a tracked service, as we cannot accept responsibility for items lost or damaged in transit to us.


To complete your return, we require a receipt or proof of postage. We would strongly advise you use registered post or a tracked service.


4. Conditions for Returns

To be eligible for a return and refund (where the hygiene exception does not apply), items must be:

  • Returned within 14 days of your cancellation notification (or within 30 days for faulty/misdescribed goods — see Section 6)

  • In their original, unopened condition with all original packaging, tags, and accessories intact

  • Unworn, unused, and unaltered

  • Accompanied by proof of purchase (order confirmation email or receipt)

We reserve the right to refuse a return or reduce the refund amount if these conditions are not met and the value of the goods has been diminished by handling beyond what is reasonably necessary to assess their nature and quality.


5. Non-Returnable Items

The following items cannot be returned, except where they are faulty or misdescribed:

  • Hair extensions where the hygiene seal or original packaging has been opened or broken

  • Hair extensions that have been removed from their original packaging or come into contact with hair or skin

  • Personalised or custom-colour orders made to your specification

  • Sale items — sale items cannot be refunded

  • Gift cards or e-vouchers

  • Downloadable digital products (e.g. care guides, digital lookbooks)


6. Faulty, Damaged or Misdescribed Goods

6.1 Your Rights

Under the Sale of Goods and Supply of Services Act 1980 (Ireland) and EU consumer law, if goods are:

  • Faulty or defective (not of satisfactory quality);

  • Not fit for their intended purpose; or

  • Not as described on our website,

you are entitled to a remedy. Depending on the circumstances, this may be a repair, replacement, or refund. These rights apply regardless of whether the hygiene exception would otherwise apply to the product.


6.2 How to Report a Fault

Please contact us as soon as possible — ideally within 30 days of delivery — at karen@cascatahair.ie including:

  • Your name and order number

  • A description of the fault or issue

  • Clear photographs of the defect and the product as received

We will review your claim and respond within 3–5 business days with the appropriate resolution — repair, replacement, or refund.

Please do not attempt to repair, alter, or return a faulty item without contacting us first. Unauthorised alterations may affect your right to a remedy.


6.3 Return Postage for Faulty Items

Where goods are confirmed as faulty or misdescribed, we will cover the cost of return postage. We will either provide a prepaid return label or reimburse your reasonable return postage costs upon receipt of evidence.


7. Refunds

7.1 Refund Processing

Once we receive your returned item and confirm it meets the conditions in this policy, we will process your refund without undue delay and within 14 calendar days of:

  • Receiving the returned goods; or

  • Receiving evidence that you have sent the goods back to us (e.g. proof of postage),

whichever is earlier.


7.2 Refund Method

Refunds will be issued to the original payment method used for the order (e.g. credit/debit card, PayPal). We cannot issue refunds to a different payment method or account. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.


7.3 Delivery Charges

If you are cancelling your entire order within the 14-day cooling-off period we will not refund:

  • The standard delivery charge

  • Any supplementary delivery charges you paid for an express or upgraded delivery option

  • Return postage costs (unless the goods are faulty or misdescribed — see Section 6.3).


7.4 Partial Returns

If you are returning only some items from an order, we will refund only those items. The original delivery charge will not be refunded for partial returns unless all items are returned.


8. Out of Stock Items

We apologise for the inconvenience this may cause. If your item is out of stock, we will contact you to discuss how you would like the order handled.


9. Colour Matching Disclaimer

If you have not been colour matched in person by a member of the Cascata Team, or if your colour match has been determined by our online colour matching service, we cannot guarantee an exact match. Variations may occur due to factors such as image quality, lighting conditions, and other external influences.

We are pleased to offer an exchange or refund, provided the following conditions are met:

  • The item must be unused and in the same condition as received.

  • The item must be returned in its original packaging.

  • The product must be unworn, with all hygiene ties intact.

Please note that customers are responsible for covering the cost of return shipping. Original shipping charges are non-refundable.


10. Exchanges

We currently do offer direct exchanges. If you wish to exchange a product, please contact us at karen@cascatahair.ie — we’re happy to help you choose the right product before you buy.


11. Gifts

If you received a CASCATA product as a gift and wish to return it, please contact us at karen@cascatahair.ie. We will require the original order number and proof of purchase. Refunds can only be issued to the original purchaser’s payment method.


12. How to Start a Return

Access your customer account here to start a return.


13. Contact Us

For any returns, refund, or product queries, please reach out to our customer care team:


CASCATA Hair Limited

30 Main Street, 

Carrickmacross, 

Co. Monaghan,

Ireland,

A81 RK3


Email: karen@cascatahair.ie


We aim to respond to all enquiries within 2 business days.

— End of Policy —