Refund policy

Last updated: 17 October 2026

At Seraphic Empire, we want you to shop with confidence. We take care in selecting our fashion, hair and beauty collections and aim to provide a straightforward returns process.

Please read our returns policy before placing an order, particularly when purchasing wigs, hair extensions and hygiene-sensitive products.

1. Online Returns and Cancellation Rights

Under UK consumer law, customers generally have the right to cancel eligible online purchases within 14 days of receiving their goods, without providing a reason.

Once you notify us of your decision to cancel, you have a further 14 days to return the goods.

Certain products are exempt from change-of-mind cancellation rights, including qualifying hygiene-sealed products once unsealed and certain personalised or made-to-order items.

These exceptions do not affect your statutory rights if an item is faulty, damaged or not as described.

2. Wigs, Hair Extensions and Hygiene-Sensitive Products

For health and hygiene reasons, certain wigs, hair extensions and beauty products are supplied in sealed or tamper-evident packaging.

Where a product is unsuitable for return for health protection or hygiene reasons and meets the relevant legal conditions, change-of-mind returns and refunds will not be accepted once the hygiene seal has been broken after delivery.

A hygiene seal alone does not automatically exclude a product from statutory cancellation rights.

Customers should inspect sealed products before removing or breaking the hygiene seal.

Where a legal exception does not apply, eligible products remain subject to statutory cancellation rights.

Products that have been worn, installed, washed, cut, coloured, chemically treated or otherwise handled beyond what is necessary for inspection may have a reduction in value. Where permitted by law, an appropriate deduction may be made from the refund.

Faulty, damaged or incorrectly supplied products remain covered by your statutory consumer rights, even if opened or used.

3. Clothing, Handbags, Jewellery and Accessories

Eligible clothing, handbags, jewellery and fashion accessories may be returned under the applicable online cancellation rights.

Customers are entitled to inspect and try on eligible items as they would in a physical shop.

Where possible, returned items should include their original tags, accessories and packaging.

We reserve the right to make a lawful deduction from a refund where handling beyond what is necessary to inspect the goods has reduced their value.

4. Personalised and Custom-Made Products

Products made to a customer's specifications or clearly personalised are generally excluded from change-of-mind cancellation rights.

This does not affect the customer's statutory rights if the product is faulty, damaged or not as described.

5. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, incorrect or not as described, please contact us with your order number and details of the issue.

Photographs are helpful when explaining a problem but are not a condition of exercising your statutory rights.

We will review the issue and provide an appropriate remedy in accordance with UK consumer law.

Where goods do not conform to the contract, Seraphic Empire will cover reasonable return postage where a return is required.

6. How to Request a Return

To request a return or notify us of cancellation, contact:

Email: seraphicempire06@gmail.com

WhatsApp: +44 7438 880770

Please include your order number and the items you wish to return.

We will provide return instructions.

For statutory cancellations, a clear statement notifying us of your decision to cancel is sufficient.

7. Return Postage

Change-of-mind returns: Customers are responsible for the direct cost of return postage.

Faulty, damaged or incorrect products: Seraphic Empire will cover reasonable return postage where required under consumer law.

We recommend using a tracked postal service and retaining proof of postage.

8. Refund Processing

For eligible cancellations, we will refund the price paid for the returned goods.

Where an entire eligible online order is cancelled, the refund will also include the cost of the least expensive standard delivery option offered for the order, where required by law.

Additional charges for premium or express delivery are generally not refundable for change-of-mind cancellations.

Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever is earlier, where permitted by law.

Where goods do not need to be returned, refunds will be processed within 14 days of receiving the cancellation notification.

Refunds will normally be issued to the original payment method.

9. Exchanges

If you would prefer an exchange, please contact us before returning your item.

Exchanges are subject to availability and your statutory consumer rights.

10. In-Store Purchases

For purchases made directly in our Peterborough boutique, there is generally no automatic legal right to a refund or exchange simply because a customer changes their mind.

This does not affect statutory rights for faulty, damaged or misdescribed goods.

Any additional goodwill exchange arrangements will be communicated at the time of purchase.

11. Your Statutory Rights

Nothing in this policy excludes, restricts or replaces your rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.