TERMS AND CONDITIONS

Your attention is particularly drawn to the bold section of these terms 

Where to find information about us and our products

These terms apply to the sale of goods by Noya Hair Limited of Noya Hair , 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London, W1T 6EB to customers who are dealing as consumers, i.e. not in the course of business. You can find everything you need to know about us, and our products on our website, on our social media channels (i.e., Instagram and TikTok) or by emailing us at support@noya.hair before you order. We also confirm the key information to you in writing after you order, by email.

When you buy from us you are agreeing that:

• Noya Hair Limited is not responsible for any damage caused by third parties such as but not limited to poor and/or unreasonable braiding techniques, poor maintenance and/or storage of the Noya Hair extensions and damage to the Noya Hair Extensions stemming from the actions of the braider before, during or after the braiding process. 

• Noya Hair Limited is not responsible for any damage caused to the Noya Hair extensions arising from the use of hot water on these extensions. Please note, these particular extensions are not designed to withstand or work compatibly with hot water. Exposing them to hot water will inevitably lead to damage, especially to the structure of the curls in the extensions.The onus is on you, the customer, to make certain that the individual who is braiding your hair (the "braider") is well-informed about this and refrains from applying hot water to the Noya Hair extensions.

• Sometimes we reject orders.

• We pass on increases in VAT.

• We charge interest on late payments.

• We’re not responsible for delays outside our control.

• Products can vary slightly from their pictures.

• You’re responsible for making sure you comply with the recommended care guide instructions for care of the Noya Hair extensions.

• If you bought online, you have a legal right to change your mind within 14 days of your purchase but if applicable, the Noya Hair extensions must be returned in accordance with our Returns Policy. 

• You have rights if there is something wrong with your product.

• We can change products and these terms.

• We can suspend supply (and you have rights if we do).

• We can withdraw products.

• We can end our contract with you.

• We don’t compensate you for all losses caused by us or our products.

• We use your personal data as set out in our Privacy Policy.

• You have several options for resolving disputes with us.

• Other important terms apply to our contract.

We only accept orders when we’ve checked them

We contact you to confirm we’ve received your order and we accept it when we dispatch or supply the product and confirm dispatch or supply to you.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the UK or our delivery areas or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge interest on late payments

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We’re not responsible for delays outside our control

If our supply of your product is delayed (i.e delivered more than 15 days after the estimated delivery date) by an event outside our control, such as delays by our delivery partners, an act of God, strikes etc, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team by email at support@noya.hair.The team will assess whether you can receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred. Please note that this clause does not apply to any pre-orders or any orders which are clearly stated as having a longer than usual delivery times.

Products can vary slightly from their pictures

A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. 

If you bought online, You have a legal right to change your mind.

Your legal right to change your mind

For most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to our Returns Policy, and some conditions, as set out below.

When you can’t change your mind. You can’t change your mind about an order for:

• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

• goods that are made to your specifications or are clearly personalised; and

• goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind

If you change your mind about a product, you must let us know no later than 14 days after the day, we deliver your product. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know.

To let us know you want to change your mind, contact our Customer Service Team by email at support@noya.hair 

You have to return the product at your own cost.

You have to return the product at your own cost  to us within 14 days of your telling us you have changed your mind. For UK returns, you must send the product back to us, using one of Royal Mail’s Tracked services. You should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For non-UK returns, please email us at support@noya.hair. For help with returns, including our collection arrangements for goods which can’t be posted, see our Returns Policy.

We reduce your refund if you have used or damaged a product.

If you handle the product in a way which would not be acceptable in-store, we reserve the right to reduce or refuse your refund, to compensate us for its reduced value in line with our returns policy. For example, we can refuse your refund if the Noya Hair has visibly been used or damaged in which case no refund will be due. 

When and how we refund you.

We aim to refund you within 14 days of receiving the Noya Hair back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you immediately contact our Customer Service Team at support@noya.hair. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law, subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

We can change products and these terms

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements; and

• to make minor technical adjustments and improvements. These are changes that don’t affect your use of the product.

Changes we can only make if we give you notice and an option to terminate.

We can also make changes to the product or these terms, but if we do so we’ll notify you before the change takes effect if you’ve paid for an affected product in advance, but not received it. This might mean that you are eligible for a refund.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

• deal with technical problems or make minor technical changes.

• update the product to reflect changes in relevant laws and regulatory requirements; or

• make changes to the product.

We can withdraw products

We can stop providing a product. We let you know at least 1 week in advance and we will refund any sums you’ve paid in advance for products which won’t be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

• you don’t make any payment to us when it’s due and you still don’t make payment within 28 days of our reminding you that payment is due;

• you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us. 

We don’t compensate you for all losses caused by us or our products

Our total liability to the Customer shall not exceed the price paid for the product purchased from us.

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.

• Avoidable. Something you could have avoided by taking reasonable action. For example, damage to the Noya Hair extensions we supplied and which you could have avoided by following any of our guides or advice on social media. 

We use your personal data as set out in our Privacy Policy

How we use any personal data you give us is set out in our Privacy Policy.

You have several options for resolving disputes with us. Our complaints policy:

Please email any complaints to support@noya.hair and our Customer Service Team will do their best to resolve any problems you have with us or our products. 

Resolving disputes without going to court.

If you’re unsatisfied with our handling of your complaint and we have exhausted all avenues to resolve the complaint, you can opt for dispute alternative dispute resolution. This is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you’re not satisfied with the outcome you can still go to court.

Governing Law and Jurisdiction.

If you remain unsatisfied with both our complaints procedure and alternative dispute resolution, you can go to court. These terms and any dispute or claim arising out of, or in connection with them, their subject matter or formation (including non-contractual disputes or claims) shall be governed by, and construed in accordance with, English law. The courts of England and Wales shall have exclusive jurisdiction to settle any disputes or claims arising out of or in connection with these terms, its subject matter or formation (including non-contractual disputes or claims.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product.

We’ll contact you to let you know if we plan to do this. If you’re unhappy with the transfer you can contact our Customer Service Team and we will refund you any payments you’ve made in advance for products not provided.

Nobody else has any rights under this contract.

After you make a purchase, the contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply.

If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later.

We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.