Policies & Procedures
At Foxy Hair Extensions, we are committed to delivering exceptional hair extensions, professional services and the highest standards of client care.
To ensure a smooth experience for everyone, we kindly ask all clients to familiarise themselves with our policies before booking an appointment or purchasing products.
New Clients & Consultations
All new hair extension clients are required to attend a consultation before booking their initial fitting appointment.
During your consultation, one of our experienced stylists will assess your natural hair, discuss your desired results, recommend the most suitable extension method and provide a personalised quotation.
A 25% deposit of your agreed fitting price is required to secure your appointment. This is payable at your consultation.
Existing Clients & Online Booking
If you have previously attended a hair extension consultation or fitting with us, you are welcome to arrange your next appointment using our online booking system.
Our online fitting and re-fit appointments are intended for existing clients. If you are new to Foxy Hair Extensions, please book a consultation first.
Maintenance & Re-Fit Appointments
To ensure consistency and continuity of care, we kindly ask that clients book maintenance and re-fit appointments with their usual stylist wherever possible.
Your regular stylist is familiar with your natural hair, extension application and maintenance history, allowing them to monitor the condition of your extensions and provide the best possible ongoing care.
Deposits & Appointment Scheduling
A deposit is required to secure all appointments. Deposit amounts vary depending on the service booked.
Deposits are generally non-refundable where a client cancels or changes their mind, subject to our cancellation policy and statutory consumer rights.
Deposits paid towards a hair extension fitting cannot ordinarily be transferred to retail purchases if you decide not to proceed with the service.
Please ensure you are happy with your chosen service, appointment date and time before confirming your booking.
Cancellation & Rescheduling Policy
We require a minimum of 48 hours' notice to cancel or reschedule an appointment.
Where at least 48 hours' notice is provided, your deposit may be transferred to a future appointment.
Cancellations or rescheduling requests made with less than 48 hours' notice will ordinarily result in the forfeiture of the deposit paid.
These conditions are subject to applicable consumer rights and any circumstances in which the law requires a different outcome.
Same-Day Cancellations
Appointments cancelled on the day of the scheduled appointment are treated as late cancellations.
Any deposit paid will ordinarily be forfeited and cannot be transferred to another appointment, subject to applicable consumer rights.
Missed Appointments (No-Shows)
A no-show occurs when a client fails to attend a scheduled appointment without providing prior notice.
Where a client fails to attend:
Any deposit paid for that appointment will be forfeited, subject to applicable consumer rights.
The client's account will be flagged to reflect the missed appointment.
A 50% deposit of the total service cost will be required before their next appointment can be secured.
Clients may continue to book appointments online or directly with our salon team. However, the next appointment will not be confirmed until the required 50% deposit has been received.
Missed appointments have a significant impact on our business, resulting in lost income and valuable appointment time that could otherwise have been offered to another client.
We therefore ask all clients to respect their appointments and provide sufficient notice if they are unable to attend.
How to Cancel or Reschedule
If you need to cancel or rearrange an appointment, please contact us as soon as possible by telephone, email, WhatsApp or social media.
Providing adequate notice allows us to offer your appointment to another client.
Late Arrivals
We kindly ask all clients to arrive on time for their scheduled appointments.
If you arrive up to 10 minutes late, we will do our best to accommodate you. However, your appointment may need to be shortened.
If you arrive more than 10 minutes late, we may be unable to complete your service and may need to reschedule your appointment.
Where insufficient time remains to safely complete the booked service, the appointment may be treated as a late cancellation, subject to the circumstances and applicable consumer rights.
Hair Products & Extension Wear
The condition and longevity of hair extensions depend significantly on correct maintenance and aftercare.
Clients are responsible for following the aftercare advice provided by Foxy Hair Extensions, including the use of suitable products, correct brushing techniques, appropriate heat protection and recommended maintenance intervals.
Incorrect products, excessive heat, chemical treatments, environmental exposure and inadequate maintenance can adversely affect the condition and lifespan of hair extensions.
Detailed aftercare guidance is provided following installation or when purchasing clip-in hair extensions. Professional aftercare products are also available to purchase in-store.
If you are unsure about any aspect of caring for your extensions, please contact our team for advice.
Foxy Hair Extensions cannot accept responsibility for damage caused by misuse, improper care or failure to follow the recommended aftercare instructions. This does not affect your statutory rights where goods or services are faulty.
Clip-In Hair Extensions – Returns Policy
For hygiene reasons, we ask customers to carefully check their chosen colour, length and product before purchasing clip-in hair extensions or hairpieces.
Our experienced team is happy to assist with colour matching before purchase. However, the final choice of colour remains with the customer.
Where clip-in extensions have been purchased in-store and are not faulty, we do not ordinarily accept returns or exchanges simply because a customer changes their mind or selects an unsuitable colour.
Any statutory rights relating to faulty, misdescribed or otherwise non-conforming products remain unaffected.
Gift Voucher Policy
Foxy Hair Extensions gift vouchers are valid for 12 months from the date of purchase.
Gift vouchers cannot ordinarily be exchanged for cash, and no cash change will be given.
Gift vouchers are generally non-refundable once purchased, except where required by law.
Please ensure that vouchers are redeemed before their expiry date.
The Foxy Hair Guarantee
We take great pride in the quality of our hair extensions and the services we provide.
Should you experience an issue with your extensions, please contact us promptly so that our team can assess the concern and advise on the appropriate next steps.
Our additional hair guarantee provides an assessment process for concerns raised within one calendar month of installation, provided our recommended aftercare procedures have been followed.
The following factors may affect the condition of hair extensions and may fall outside our additional guarantee where they cause the reported damage:
Use of unsuitable or incorrect aftercare products.
Colouring, toning or chemical processing of the extension hair, including the use of purple or blonde shampoos.
Excessive heat exposure, including heated styling appliances and sunbeds.
Exposure to chlorine, hard water or other environmental factors.
Damage associated with holidays, swimming or prolonged sun exposure.
Hair becoming excessively dry, tangled, snapped or damaged due to inadequate maintenance or incorrect aftercare.
Where an issue is reported, we will first seek to identify the cause and recommend an appropriate resolution.
If further investigation is required, we may request a sample of approximately 5–10 complete extension strands, with bonds attached where applicable, for testing. A testing form will also be completed.
Where a manufacturing defect is confirmed under our additional guarantee, we will arrange replacement hair and reapplication at no additional charge.
This additional guarantee does not replace or restrict your statutory rights. Where goods or services do not meet the standards required by law, the remedies available will be determined in accordance with those rights.
Payments
The remaining balance of your appointment is payable upon completion of the service.
We accept cash, contactless payments and major credit and debit cards, including American Express.
We also offer Klarna in-store, subject to eligibility, approval and the applicable terms of the finance provider.
Clients wishing to use Klarna must inform our team before their hair extension application begins, so the payment arrangement can be approved in advance.
Reusable Hair Extensions & Reapplication
Where a client wishes to reuse previously worn hair extensions, reapplication is subject to the hair being assessed and approved by our stylists.
We will only reuse hair extensions that we consider to be in a suitable condition, regardless of whether they are within their expected lifespan.
Clients are responsible for maintaining their extensions correctly between appointments.
Where extensions have become excessively dry, discoloured, tangled, damaged or broken due to incorrect aftercare, we reserve the right to decline reapplication where we consider the hair unsuitable.
This ensures that all extensions fitted by Foxy Hair Extensions meet our professional standards.
Hair Extension Storage
We can store removed hair extensions for clients who intend to have them refitted at a later date.
Hair extensions may be stored for a maximum of six months unless an alternative arrangement has been agreed.
If we have not received instructions from you within this period, we will contact you where reasonably practicable before arranging disposal.
If you wish us to retain your extensions beyond six months, please contact the salon before the storage period expires to discuss an extension.
Alternatively, you are welcome to take your removed extensions home with you.
Age Restrictions
We do not fit permanent or semi-permanent hair extensions to clients under the age of 16. Clip-in extensions are excluded from this restriction.
For clients aged 16–17, we offer weave installations only, subject to prior permission from a parent or legal guardian.
Clients aged 16–17 must contact the salon before booking so that the appropriate consent documentation can be completed.
Pricing & Quotations
All hair extension fitting prices are dependent on the individual client's requirements, including the chosen method, length, volume and amount of hair required.
An accurate, personalised quotation will be provided following a full consultation.
Prices may be reviewed and updated periodically. Any changes affecting an existing confirmed booking will be communicated and agreed with the client before proceeding.
Refusal or Discontinuation of Service
Foxy Hair Extensions reserves the right to decline or discontinue a service where there is a legitimate reason to do so, including health and safety concerns, unsuitable hair condition, abusive behaviour or repeated failure to comply with reasonable booking requirements.
Any cancellation, refund or deposit arrangements will be handled fairly and in accordance with applicable consumer law.
Photography, Videos & Promotional Content
We may occasionally invite clients to have photographs or videos taken of their hair for our portfolio, website or social media channels.
Where a client is identifiable, we will explain the intended promotional use and obtain appropriate permission or another valid lawful basis before publishing the content.
Clients are welcome to discuss any concerns about photography or promotional use with our team.
All original website content, photography, videos and written materials produced or owned by Foxy Hair Extensions remain protected by applicable intellectual property laws.
Your Consumer Rights
Nothing in these policies excludes or restricts your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.
We are committed to handling concerns fairly and encourage clients to contact us promptly if they are dissatisfied with a product or service.
Contact Foxy Hair Extensions
Foxy Hair Extensions – Metrocentre
15 The Galleria
Metrocentre
Gateshead
NE11 9YP
Telephone: 0191 4608061
WhatsApp: 07842 325094
Email: hello@foxymetrocentre.co.uk
If you have any questions about our policies or your appointment, please contact our team. We're always happy to help.