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Terms & Conditions

Terms & Conditions for Consumers

* By using our website you agree by the terms & conditions as stated below. We reserve the right to revise and update these terms and conditions without notice, therefore they should be regularly checked before making a purchase.*

Making A Purchase - You will need to create an account with us on our website before making a purchase; this enables you to store all of your shipping and billing details so you don’t have to enter them every time you place an order with us. You can browse our website by clicking on the categories on the left hand side of the website. When you click onto a product you simply click the ‘buy now’ button. This item will be added to your shopping cart ready to go through the checkout process. Once all products have been added to your cart you will be prompted to login, if you aren’t already logged in, before you make your purchase. Follow the easy online instructions throughout the checkout process to finalise your order, once your payment details have been entered and you confirm your order, your payment will instantly be processed by our acquiring bank. You should receive an instant email confirmation once your order has been submitted, if you don’t receive your confirmation email within 1 working hour, please contact us to confirm your order was received successfully.

Hair Products - We will not be held responsible for the way in which you use the product(s) you purchase from our website once it has left our premises. Racoon International Ltd will not accept responsibility if any hair is put in incorrectly, cared for incorrectly or is damaged due to perming, colouring or cutting. We recommend that instructions should be read or sought before use. We recommend that "professional products" should be used by trained hair extension stylists or hair extension professionals who have been trained in the use of hair extensions. Racoon International would recommend that the correct colour match of hair is purchased. Please note that hair and fibre colours will vary on your computer depending on your monitor resolution.

Remittance Terms - Please note that all goods must be paid for in full before an order can be dispatched. Credit/Debit Card and Instant PayPal payments are taken instantly when an order is submitted therefore will be processed and sent out as soon as possible. Cheques and PayPal Checks may take up to 10 days to clear and we will wait until they have cleared in full before dispatching your order. Orders paid by Postal Order will be sent as soon as the postal order is received.

VAT & Tax Charges - VAT (Value Added Tax) is chargeable at 20% on all purchases from the UK. If you are a VAT registered company in parts of the EU you may be eligible for VAT exemption, please enter your VAT number in your account information. The buyer will be responsible for any import duty, import taxes or other incidental charges that may apply to their particular country or state.

Payment & Currencies - All prices throughout our website are quoted in £ Great British Pounds Sterling. We accept most major credit & debit cards. Card Payments are processed immediately using the Royal Bank of Scotland and PayPal secure systems. NEVER send credit card details by e-mail or live chat as this is unsafe. Our online store includes a considerable level of security that is not included in e-mail. We also accept Bank Transfer, UK Personal Cheques and UK Postal Orders that must be made payable to Racoon International Ltd, remember to include your Name, Address and Order number when mailing us your payment.

Shipping And Handling - We use both Royal Mail and Parcelforce to send all of our parcels. All parcels will be sent to the address provided in the "ship to" box in the "order process", you can change this at any time by clicking on the "edit" link. You can find more detailed information about shipping options on our Shipping Pages.

Dispatch Times - As per the "DSR Act 2000" orders must be dispatched within 30 days from the date of order. We aim to dispatch orders within 1-5 working days from receiving your order. We aim to send out "next day" and "special delivery orders" the same day if the order is placed by 12 noon Mon to Fri (excluding UK bank holidays). Any "next day" and "special delivery orders" placed after 12 noon may not be dispatched until the next working day. If we anticipate any delay in this time period we will do our best to keep you informed. Please check all item descriptions as dispatch times may vary between products.

Shipping Costs - The shipping costs are always displayed to you when you proceed to the checkout and before you enter your payment details. Please make a careful note of this as mistakes cannot be rectified afterwards. We reserve the right to increase shipping costs as per Courier annual rises.

Amendments to Orders - We regret that we are unable to amend an order that has already been processed and dispatched.

Cancellations - You are entitled to cancel your order within 7 days from the date of purchase for a full refund, on the basis that your order has not yet been dispatched from our premises. (If you wish to cancel and you have received your order, please see "customer returns" below).

Customer Returns - In the event of any unwanted product(s) you may return it unopened and unused in a resalable condition within 7 working days for an exchange, credit or a refund (If you return products that have been removed from the internal packaging, or a product that has been worn, you will be liable to pay the return postage back to you as they will not be accepted for hygiene reasons). You can expect your refund or replacement product(s) within approximately 7 working days after we receive your faulty or unwanted product(s). Please note you will not be entitled to a refund of the shipping costs incurred in returning the product(s) to us unless the product(s) are faulty. Before returning any product(s) to us please ensure that you sufficiently package. You are also advised to return product(s) by recorded delivery or registered post. Proof of postage will not be accepted as proof of delivery. Please remember to include your full name and address, and a copy of your purchase invoice along with your reason for return.

Delays or Loss in Transit - Royal Mail and most couriers suggest waiting at least 30 days for delivery of any parcel before a claim form can be submitted for a parcel deemed as lost in transit. (This allows time for a parcel to be collected from the Royal Mail/Courier collections office if no one was home when they attempted delivery, or for the parcel to be returned back to us if it was not collected by you). In the unlikely event that your parcel is lost in transit, please contact Racoon International by calling +44 (0)1295 770999. A member of our customer service team will be happy to assist you.

Faulty Products - All product(s) are fully checked & tested before dispatch, but in the unlikely event of faulty or damaged product(s) please return it to us within 30 days of receipt of the goods, according to the "DSR Act 2000" we will happily repair or send you a replacement product. If the product is not found to be faulty, we are happy to re-ship the items back to you and you may be liable to pay the postage costs, otherwise they will be destroyed after 90 days. Due to false promises to return goods to us in the past we regret that we are unable to send replacments until the faulty product has been returned to us.

Refunds - Refunds will be issued within 7 working days of receiving your return or cancellation request.

Returns By Royal Mail/Parcelforce - If you are not home when the courier attempts delivery they will leave you a calling card to which you must respond otherwise the package will be returned to us the sender. If you fail to get a redelivery or collect the package and it is returned to us, you will be contacted and may have to pay shipping costs for the package to be sent back out to you. You are also liable for any surcharges that the courier charges us to have it returned to sender.

Payment Security - All credit card details are processed using "SagePay" secure transaction systems. Your credit or debit card details are not stored on any of our own computers / servers.

Privacy - Your privacy is always respected and we are committed to safeguarding your privacy online. We will never disclose or pass on information about our customers to any third party. We will not send you any unsolicited Emails other than information regarding your order or any updates to the website and stock.

External Links - External Links are provided on this website as reference only and any content on the external websites are not connected to Racoon International Ltd, please be advised to first seek the terms and conditions on all external linked websites before prior use.

Copyright - The design, text, graphics, images, applications, software, underlying source code and all other aspects are copyright of Racoon International Ltd and our partnered brands. In accessing these web pages, you agree that any downloading of content is for personal, non-commercial reference only and you must seek permission from Racoon International Ltd before doing so. No part of this web site may be reproduced or copied and images are property/copyrighted to Racoon International Ltd and our partnered brands.

Our Right as a Supplier - We reserve the right to change prices and information at any time and without notice throughout this website.

Product Guarantee - All products unless otherwise stated come with our 30 day guarantee where you may return faulty goods, we will happily repair or send you an exchange. This does not affect your Statutory Rights.

Customer Services - If you have any comments or questions about an order, or our products in general please contact us on +44 (0)1295 770999.


Updated October 2013