General & Quality Assurance Policy

Contact

If you have any questions about our policies, need more information, or would like to raise a concern, please contact us at:

📧 ccluxecollectionltd@gmail.com

Please note: Unrelated emails, spam, or fraudulent enquiries will be ignored and reported if necessary.

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Collecting Personal Information

When you visit our website, we may collect certain information about your device, browsing behaviour, and activity on our site. This includes information needed to process orders and improve customer experience.

We may also collect additional information if you contact customer support.

Personal Information may include:
• Device details
• Order information
• Contact information
• Payment information
• Browsing behaviour

We only use this information for order fulfilment, service improvement, fraud prevention, and communication purposes.

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Out of Stock Policy

While we aim to keep our inventory updated in real-time, there may be times when a product becomes unavailable after an order is placed.

If this occurs, you will be contacted as soon as possible and offered one of the following options:
1. A suitable alternative (e.g., different length or texture) — with a refund or additional charge for any price difference. If you prefer a longer length, you can pay the difference to upgrade.
2. Waiting for restock — if applicable and the item will be available soon.
3. A refund for the unavailable item.

We aim to resolve stock issues quickly and fairly.

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At CCLUXE Collection we pride ourselves on providing high-quality raw and virgin hair. Each bundle is carefully inspected before dispatch to ensure it meets our standards.


Damaged or Faulty Hair (Vendor Related Issues)

If you receive hair that is defective due to a manufacturing or vendor fault, you must notify us within 48 hours of delivery. Evidence (clear photos and/or videos) must be provided showing the issue.


If the issue is identified upon initial installation (first install) and the hair shows clear signs of a vendor fault, you must contact us immediately with evidence. Once reviewed and approved, we will offer either:

• A full refund, or

• An exchange (subject to stock availability)


Important Conditions

To be eligible for a refund or exchange:

• Hair must be unused, uninstalled, uncut, and unaltered, unless the issue is identified during the initial installation

• Claims must be made within 48 hours of delivery or immediately after first installation

• Hair must not be excessively altered beyond initial installation

• Clear evidence must be provided showing the issue


We reserve the right to reject claims where the damage appears to be caused by:

• Improper installation

• Excessive heat or styling

• Chemical treatments (including colouring or bleaching)

• Poor maintenance or aftercare


Dissatisfaction After Installation

Due to the nature of hair products, we do not accept returns or offer refunds based on dissatisfaction after the hair has been installed or used over time, unless a verified manufacturing fault was reported within the stated timeframe.


Return Process

• Contact us at within 48 hours of delivery or immediately after first installation

• Provide your order number and clear evidence of the issue

• If approved, return instructions & return label will be provided 


Please note:

• Return shipping costs are the responsibility of the customer unless the item is confirmed faulty

• We recommend using a tracked delivery service