Terms & Conditions

Athena Hair Terms & Conditions 

By placing an order with Athena Hair, or by telephone, you are accepting our terms and conditions in full. 

All products sold by Athena are for use only by trained hair extension technicians. We do not recommend the use Athena Hair products by anyone without a professional hair extension qualification & the correct liability insurance. 

Athena Hair accepts no responsibility for any issues arising as a result of hair that has been fitted &/or maintained by a non-qualified/insured individual. 

All products on our website are subject to stock levels at time of sale and Athena Hair reserves the right to restrict or refuse an order at any time. You are responsible for ordering the correct item, all of our items have been accurately described on our website. 

Athena Hair extensions are a natural product and discrepancies may occur now and then which wouldn’t affect the quality of the hair. If the correct aftercare used, then you should experience no issues with any of our remy hair extensions. We can’t be held responsible for poor aftercare and will not offer any form of refund for products or fitting charges incurred by any individual. 

Our hair extensions are gently coloured using a very delicate colour process over a few weeks, and although unlikely, minor variations in colour can occur from batch to batch. We can’t refund or replace hair which has a minor colour difference from the Athena Hair 

Colouring Athena hair extensions 

Any colouring of Athena hair extensions is done entirely at the risk of the individual concerned. Results may not always be as expected, and any hair extensions that have been coloured or had their original colour altered in ANY way will not be accepted for return or refund. If using colour changing shampoos or chemicals on the hair, we cannot be held responsible for colour change and will not refund or exchange the hair. 

Athena Colour rings 

It is the customer’s responsibility to make sure their hair colour swatch ring is up to date every year as our colours do change every now and then. We cannot be held responsible for your colour ring changing colour or fading, that’s why it’s best to keep it out of direct sunlight. If your colour ring is more than a year old, we strongly suggest that you purchase a new one from our website. We cannot refund or exchange hair if it doesn’t match your out-of-date colour ring. 

Order Dispatch/Shipping 

All orders over £100 will receive free shipping. 

Orders must be received, and paid for, by 4pm in order to be dispatched the same day. Any orders after 4pm will be sent the next working day. Working days are Monday-Friday. 

If paying with a PayPal e-cheque, please note that this takes 5-7 working days to clear, once it’s cleared, only then we will ship your order. 

Athena reserves the right to change delivery options or methods available without notice. 

Athena uses ROYAL MAIL / DPD for all deliveries, if there is an issue with ROYAL MAIL’S / DPD delivery, we cannot compensate your order items. You will need to contact ROYAL MAIL/DPD directly to obtain compensation for any lost or delayed orders. 

If for any reason, Royal Mail fail to delivery any special delivery items at their required time, we are willing to provide a refund for the postage paid and will make a claim to Royal Mail for the loss of this postage, if proven the item did fail to reach for its guaranteed time. We do not take any responsibility for loss of earnings or any other costs. 

If you have selected a ROYAL MAIL tracked delivery option, you can obtain the tracking number to track your order via the ROYAL MAIL website. 

We have a 09:00am delivery which arrives the next day, this is available Monday to Friday only. 

For customers in Northern Ireland and some areas of Northern Scotland, you can select the Special Delivery which usually arrives the next day. If based some other areas of Ireland, shipping can take from 7-10 days, please place your order in good time. 

In the case of unforeseen circumstances such as natural disasters or strike actions, the delivery time for the 48-hour service may extend beyond the initial 48-hour timeframe, typically ranging from 48 to 72 hours.

No compensation for loss of income will be provided for any orders that are delivered late due to a Courier, Royal Mail or Athena Hair. 

International Orders 

International delivery can take between 7-10 working days depending on your country. 

All of our products are available overseas, but all import taxes and duty payments must be paid by the customer only. 

It is the customer’s responsibility to select the correct shipping option relevant to their order, Athena can’t be held responsible for delay in any overseas orders because issues can sometimes occur with customs out of our control. 

Hot Weather/Holidays with Hair Extensions 

When wearing Athena hair extensions abroad, we cannot be held responsible for any damage incurred to the hair, the customer must take full responsibility for this. 

Hair extensions may alter colour when in contact with direct sun, tanning lotion, tanning oils, sun creams, body lotions and any other chemical solutions. Athena takes no responsibility for Athena hair extensions changing colour as it is the customer’s responsibility to wear their hair up and keep it out of the sun and/or chemicals. 

If your hair extensions come into contact with iron oxide, chlorine, sea water they can turn a pink shade, Athena cannot be held responsible for this and it’s the customer’s responsibility to ensure its not going to come into contact. 

Iron oxide and or rusty water tanks cause water to deposit onto your hair extensions which then causes the hair shade to change colour. We can’t be held responsible for this; no refund or exchange will be granted under any circumstances surrounding this. 

Clients using sun beds, sauna, steam rooms or anything similar are responsible for any damage caused to the Athena extensions such as matting, drying the hair out, breaking down the keratin bonds or tips or tangling. Athena will not be held responsible, and no refund or exchange can’t be granted. It is the customer’s responsibility to always take care of their Athena hair extensions. Once the hair has been sold, we are not in charge of aftercare. 

Aftercare 

Athena cannot be held responsible for a customer and or client carrying out poor aftercare. There is evidence to suggest that harsh scrubbing, conditioner coming into contact with the bonds or tips, brushing whilst wet, heavy handedness, excessive heat styling, wearing hair up too tightly, wrong aftercare products and brushes can compromise the overall quality of Athena hair extensions. Athena aftercare products are to be used with all Athena hair only such as sulphate free shampoo and conditioner Athena Argan oil. Failing to use Athena products with the hair can result in the hair being ruined. Athena cannot refund or exchange hair that has been in contact with any other aftercare other than Athena. Athena cannot be held responsible for hair extensions falling out, shedding, drying out etc. as this is down to the client’s aftercare and or technician’s fitting. 

Weights & Thickness 

Hair extensions are a handmade product so slight discrepancies and variations will occur now and then for example thickness of hair, tips and rings/tubes. We try our best to ensure that each packet is the same but this can’t always be guaranteed. We can’t refund or exchange hair or products that vary slightly with a degree of up to 10%. 

Overview of what we offer in all ranges 

Athena Hair – Grade 4A (single drawn Indian Hair) 
I TIp – 18″ – 0.5g & 1g 
U TIp 18″ – 0.5g & 1g 
Metal Nano Tip – 1g 
Tape Hair – 18″ & 22″ – 60g/ 24pc 
Wefts – 18″ & 22″ – 120g 
Clip Ins – 18” – 120g 

In the Athena Hair we offer single colours, highlights, ombre and balayage 

Lifespan:

Average 4-6 Weeks 

Card Payments 

We do not accept over the phone card transactions. 

Prices 

Prices and offers are correct at time of our website being updated and/or print and are subject to change at any time. All prices displayed on our website include VAT and shipping is an additional charge. Prices may fluctuate depending on the current economic climate, we will not give any prior notification. 

Complaints Procedure 

To file a complaint, this must be done so in writing. You must complete the following customer service form:  https://athenahair.co.uk/pages/customer-service-form 

We have the right to refuse a response if a customer is threatening or being unreasonable. 

We will respond to your complaint within 7 working days. 

Loss of earnings 

Athena cannot be held responsible or accountable for a customer’s loss of earnings due to delayed delivery, poor aftercare, poor fitting or any other factor. It is the customer’s responsibility to ensure that he/she has fully understood how to fit and care for hair extensions fully. Athena Hair will not pay for a customer or client's loss of earnings under any circumstances. 

Returns/Exchanges 

You may refund/exchange your order within 14 days of purchase. 

To process a refund, please contact us via our live chat stating your order number and reason for refund/exchange or send in writing to Athena Hair, 375 Regents Park Road, London N3 1DE, 

All goods must be returned unused and must fit for re-sale (all hair MUST be in the original packaging with gold ties still intact) We cannot refund or exchange hair that smells or has been altered in any way. We will carry out a thorough inspection. Return postage costs are the responsibility of the customer and not Athena Hair 

All clearance products are fully non-refundable or exchangeable. We do not accept Aftercare cards and consultation pads and colour wheels back for refund or exchange. 

When returning your parcel, proof of original purchase must be enclosed and we recommend for you to use a trackable signed for service as we can’t be held responsible if the package doesn’t reach us, in this event, no refund or exchange can be granted. 

Once we have received your refund or exchange, it will take up to 7 days for exchange and 7 days for a refund. 

The customer is responsible for all return postage under any circumstances and or exchange. If a customer wishes to refund or exchange hair, they must be prepared to pay for the postage. If the customer has received FREE postage and returned the hair, then a fee of £4.99 will be deducted from the refundable amount. 

If we deem hair or products not fit for resale, we reserve the right to decline a refund or exchange. This includes any tampering with the binding or seals. An inspection is carried out by our returns department on arrival. 

If your hair extensions appear to be faulty, you must contact us within 14 days via the complaints form with sufficient picture evidence. Athena Hair will not accept any hair for testing unless there is evidence that the customer/client has purchased sulphate free shampoo and conditioner and hair extension brush at time of purchase or 7 days prior to purchase. We only recommend GL products with Athena hair, if you or your client has used any other aftercare products with the hair, we cannot be held responsible for matting, tangling, dried out hair, colour change of extensions, extensions shedding, extensions falling out or any other issue surrounding the hair. 

Athena Hair will not refund or exchange hair extensions that appear to look fine or if they have been damaged by the customer by poor fitting, bad aftercare, fitted by someone who is not qualified, we will send the hair back to you and no refund or exchange will be provided under any circumstances. 

We refuse to exchange of refund Athena hair that has been touched by any other aftercare products other than Athena Hair Recommend. This is because some off the shelf brands contain alcohol and or harsh chemicals that can profoundly affect Athena hair extensions. 

Athena cannot be held responsible for poor fitting of Athena hair extensions, it is the customer’s responsibility to ensure that the person fitting them is qualified in hair extensions, we reserve the right to request proof of qualification if required. Athena cannot be held responsible for any damage incurred to a client’s hair or scalp, we are a stockist only. If you require further training in hair extensions, please contact BELLE ACADEMY. 

Belle Salons 

We do accept deposits (Usually £20-£30) for hair kept on hold by Belle Salons for their client’s applications and if for any reason you decide not to attend your appointment, your deposit is non-refundable. 

Nano ring tip hair extensions 

As with most Nano tip hair extensions, the wire which is stuck into the extension can come away from the tip with harsh washing, conditioner used on the root area, sebum/sweat and styling. This is normal with all NANO tip hair as part of its general wear and tear. This is not a fault with Athena hair and is a simple by-product of having them fitted, a client can lose up to 20 within 4-6 weeks which should be replaced during the 4-6 weekly rotation. The wire tip is so slim and small; this can leave just the wire left on the client’s hair. The wires must be removed, and new hair should be refitted on each maintenance. It is the client’s responsibility to ensure that gentle aftercare is undertaken as with any hair extensions so as not to pull them out. 

Athena Hair will not be held responsible for a client losing nano ring hair extensions and cannot be held responsible for the client using non-Athena aftercare products on the hair extensions. Athena cannot provide a refund or exchange under these circumstances. 

Electrical Goods 

All Athena electrical products and machines come with 6 months warranty from purchase date. If your item develops a fault within 6 months, we will send the product off for repair. Please note that we cannot be held responsible for loss of earning whilst the product is being repaired. Products take up to 4 weeks to be repaired. 

If we cannot repair the item, an exchange will be granted. We cannot refund appliances after 14 days of purchase. 

If your product has been tampered with such as taken apart etc., we cannot repair, exchange or refund the product as it will make the warranty invalid. 

Athena DISCLAIMER 

Due to the nature of our products and the control that we have over application, Athena Hair cannot be held responsible for any damage or injury caused to third parties. The buyer must ensure that the products are being used in the correct way by qualified technicians only. The buyer must determine whether the products are suitable for their exact requirements. Athena cannot be held responsible for a hair extension technician fitting Athena hair incorrectly or a client carrying out the wrong aftercare. 

Cutting Athena Extensions 

Any cutting of Athena hair extensions is done entirely at the risk of the individual concerned. Results may not always be as expected, any extensions that have been cut or altered from their original length in ANY way will not be accepted for a return or refund.