Complaints policy
Procedure for claiming purchased goods
Effective from: 26 September 2026
A1. Introductory provisions
1.1 This complaints policy governs the rights arising from defective performance for goods purchased in the online store hairland.cz, operated by Altro servis group s.r.o., ID 23673389, registered at Školská 660/3, 110 00 Praha 1 (hereinafter referred to as the "Seller" or "Hairland"). Contact for complaints: info@hairland.cz, +420 608 553 103. 1.2 The Seller exclusively sells unprocessed real human hair. The Seller does not process hair into clip-in sets, tape-in strips, keratin strands or other finished products, does not perform hair application and does not provide hairdressing services. 1.3 Based on individual agreement, the Seller may advise the Buyer on choosing an extension method or arrange processing or application by a third party. The Seller does not perform such processing or application and is not responsible for them. Defects in processing or application shall be claimed by the Buyer directly from the person who performed the work. Stylists listed on the Seller’s website are independent contractors. 1.4 The Seller is solely responsible for the quality of the supplied hair material in the condition in which it was handed over. The Seller is not responsible for its subsequent processing, application, modification, removal, or hair care after handover. 1.5 This complaints policy distinguishes two regimes based on the Buyer’s status: Buyer — business entity (B2B): Stylist, salon, self-employed person or company purchasing within business activities (typically with a Company ID). Legal framework: § 2099–2117 of the Civil Code. The two-year period under § 2165 does not apply; Article A6.1 applies. The 14-day withdrawal right does not apply. Buyer — consumer: A natural person purchasing outside of business activities. Legal framework: § 2161–2174b of the Civil Code + Act No. 634/1992 Coll. Statutory defect period: 24 months from receipt. The 14-day withdrawal right applies (§ 1829 of the Civil Code). 1.6 Entering a Company ID in the order is considered a purchase within business activities. A Buyer who enters a Company ID cannot subsequently exercise consumer rights. 1.7 By concluding the purchase contract, the Buyer confirms that they have read this complaints policy and the Hair Extension Care Guide, including the obligation to pass the guide on to the end client.
A2. Product characteristics and acceptable deviations
2.1 The subject of sale is 100% human hair — a natural product of biological origin. It is not an industrially manufactured product with guaranteed piece-to-piece consistency. Minor differences between strands, shipments and individual hairs are a property of the material, not a defect. 2.2 The following deviations are not considered defects, provided they do not exceed the stated limits: Shade compared to swatch or photograph — Slight tone deviation; photographs and monitors distort color Strand / package weight — ± 5% of declared weight Hair length — ± 2 cm; hair is not cut to a single line, ends are naturally layered Texture — Slight waviness, varying thickness of individual hairs, different behavior after washing Hair shedding — Occasional hair release during first combing and washing Smell — Faint natural hair odor before first wash 2.3 Hair is supplied unprocessed, without modifications and without application. Any intervention after handover — processing into a set, application, cutting, dyeing, toning, washing, heat styling — is performed by the Buyer or a third party at their own responsibility. If processing was arranged by the Seller (Article A1.3), the Buyer shall claim its defects directly from the processor. 2.4 Light shades (platinum and light blonde) have inherently lower durability than dark ones. Faster drying of ends, lower strength and susceptibility to breakage in these shades is not a defect but a property resulting from lower pigment content and previous lightening. 2.5 Mild shedding of individual hairs up to 5% of volume per month with proper care is a normal consequence of use, not a defect. 2.6 The Seller recommends ordering a sample before ordering a larger quantity to assess shade and texture. Not ordering a sample does not establish the right to claim shade differences.
A3. Mandatory inspection of goods before application
This is the key provision of the entire complaints policy. 3.1 The Buyer is obligated to inspect the goods immediately upon receipt and always before starting application. The inspection shall be performed on dry, unapplied hair: shade, length, weight, texture and packaging integrity. 3.2 Defects discoverable during this inspection — especially shade, length, weight, texture, packaging damage — must be reported before application. By applying, cutting, dyeing, washing or otherwise modifying the hair, the Buyer confirms that the goods meet the order in these properties. 3.3 Applied hair cannot be returned or exchanged due to shade, length or texture. Application makes the goods used and modified, and they cannot be restored to their original condition. 3.4 The Buyer — business entity is obligated to perform the inspection pursuant to § 2104 of the Civil Code as soon as possible after the transfer of risk of damage and to report discoverable defects without undue delay, no later than 3 business days from receipt. The Seller shall disregard later reports of obvious defects. 3.5 To document the condition of the goods upon receipt, the Seller recommends taking photographs of the unpacked goods before application. Without them, the assessment of shade or weight complaints may be evaluated against the Buyer. 3.6 Personal inspection before purchase. The Seller typically hands over goods in person and allows the hair to be inspected and compared in person before purchase. If the Buyer inspected the hair in person before purchase or upon handover, they cannot subsequently claim shade, length, texture or weight — i.e., properties they could have assessed during the inspection. The Seller keeps a written record of the personal handover and inspection confirmed by the Buyer. 3.7 Inspection at an intermediary. If personal handover by the Seller is not possible, especially for Buyers from other cities, the Seller may arrange an inspection of the hair at a cooperating person in the Buyer’s location. If the Buyer inspected the hair this way before purchase and confirmed that the shade, length and texture meet their requirements, such inspection has the same effect as a personal inspection under Article A3.6. Confirmation is sufficient in written or electronic form, including a message in an application. 3.8 Shipment without inspection. If pre-purchase inspection is not possible and the Buyer wishes to have the goods shipped, they bear the risk that the shade may appear different in reality than in the photograph. Shade deviation within the limits of Article A2.2 is not a defect in such case. Method of purchase → Can shade and texture be claimed? Personal handover and inspection → No — the Buyer saw and approved the goods Inspection at intermediary with confirmation → No — same effect as personal inspection Shipped without any inspection → Only if tolerances under Article A2.2 are exceeded 3.9 Hidden defects after application. A material defect that could not have been discovered during pre-application inspection — especially non-homogeneous cuticle direction or significantly uneven texture within a single delivery — can be claimed even after application. In such case, the Buyer is obligated to provide a written statement from the stylist who applied the hair, describing the discovered condition, and the Seller is entitled to request an expert assessment.
A4. What constitutes a product defect — valid complaints
4.1 A defect is a condition that existed at the time of handover or resulted from properties of the material, not from use, application or care. The Seller will accept in particular: • Incorrectly delivered goods — different shade, length, weight or number of strands than stated in the order and invoice. • Significant shade difference compared to the binding sample or shade number in the swatch, exceeding the deviation under Article A2.2. • Weight or length outside the tolerance stated in Article A2.2. • Excessive hair shedding manifesting from the very beginning, i.e., during first combing and washing before application. • Admixture of synthetic or animal fiber in material declared as 100% human hair. • Chemical odor or visible silicone coating that is not removed after two deep-cleansing washes. • Damage to goods during transport, reported within 2 business days of delivery with photo documentation of the packaging and contents. 4.2 A defect is also considered a condition where, with demonstrably proper care according to the Care Guide, the hair loses its normal functional properties substantially earlier than corresponds to the usual lifespan (Article A10). Such condition is assessed by the Seller individually; the Buyer is obligated to document the products and care routine used. 4.3 The Seller is not responsible for defects caused by processing of hair into clip-in, tape-in, keratin strands, micro ring strands or weft form, nor for defects in application. A crumbled keratin bond, non-holding tape, loose sewing or non-compliant weight of the processed set are defects of the processor’s work, not defects of the supplied material.
A5. What is not a defect — grounds for complaint rejection
5.1 The Seller is not responsible for defects arising after the transfer of risk of damage to the Buyer as a result of use, modification, application or care. A complaint will be rejected particularly in the following cases: a) Insufficient or no care Extended hair is not connected to the scalp and does not receive natural sebum. Without supplementary nourishment, it inevitably dries out, breaks and matts. Therefore, the following conditions are not considered defects: • not using a mask, leave-in conditioner or oil as specified in the Care Guide, • washing with shampoos containing sulfates, alcohol, salt, or anti-dandruff shampoos, • using products for oily hair or deep-cleansing products, • insufficient brushing leading to matting at the bond area. b) Heat damage • straightening, curling or blow-drying without a heat protection product, • using temperatures above 180 °C, especially repeated straightening of the same area, • heat styling at the bond, keratin, tape or ring area, • blow-drying on hot setting close to the bonds. c) Chemical treatments • bleaching, highlighting, use of products with peroxide or ammonia, • dyeing to a darker or lighter shade without a prior strand test, • dyeing or toning at the bond area, • keratin straightening, perms, hair botox, • any product that changes the hair structure. d) Improper processing, application, modification or removal by a third party • processing of hair into a set performed by the Buyer or a third party, • hair application by a stylist or DIY, including inappropriate strand sizes, excessive tightening, incorrect curling iron temperature, • damage to hair during removal, including use of an improper remover or mechanical pulling, • cutting, thinning or texturizing that cannot be reversed. The Seller is not responsible for the work of the stylist or processor, even if the Seller recommended or arranged them. e) External factors and normal wear • chlorinated water, sea water, sauna, solarium, prolonged sun exposure, • sleeping with wet hair or without securing hair, • friction against clothing, handbag or seatbelt along the hair length, • gradual loss of shine and volume corresponding to the duration of use per Article A10. 5.2 A complaint about the appearance of hair filed after a longer period of use without documented care will be rejected. The Buyer is obligated to document that they provided care according to the Care Guide, particularly with a list of products used. 5.3 The Seller is entitled to reject a complaint if the claimed hair shows signs of damage that, according to expert assessment, is typical of heat, chemical or mechanical stress, regardless of the Buyer’s claims.
A6. Deadlines for filing a complaint
6.1 Buyer — business entity Obvious defects (shade, length, weight, damaged packaging, number of strands) — Within 3 business days of receipt, always before application Hidden material defects — Without undue delay after discovery, no later than 6 months from receipt Transport damage — Within 2 business days of delivery After these deadlines expire, the right from defective performance is extinguished if exercised late (§ 2112 of the Civil Code). 6.2 Buyer — consumer The consumer may report a defect within 24 months of receipt. If a defect manifests within 12 months of receipt, it is presumed that the goods were defective upon receipt. After this period, the burden of proof lies with the consumer. Articles A3 and A5 also apply to consumers — this is not a shortening of the statutory period, but a definition of what is not a defect. 6.3 Filing a complaint does not affect the Buyer’s obligation to pay the purchase price.
A7. Complaint filing procedure
7.1 The Buyer shall file a complaint by email to info@hairland.cz or by submitting a completed complaint form. 7.2 The Buyer is obligated to provide the following with the complaint: 1. Proof of purchase — order number or invoice. 2. Description of defect — what the defect specifically consists of and when it manifested. 3. Date of application and method, name and contact of the stylist who applied the hair. 4. Photo documentation — overall view of the hair, bond detail and defect detail in daylight, without filters. 5. List of products used — shampoo, conditioner, mask, oil, heat protection, including names and brands. Failure to list products is grounds for rejection under Article A5.2. 6. Claimed goods — clean, combed and dry. For applied hair, the entire strand including the bond, not individual hairs. For unapplied hair, the complete package. 7.3 The Seller is not obligated to accept visibly soiled, odorous or unwashed goods for assessment, for hygienic reasons. 7.4 The cost of shipping the claimed goods to the Seller is borne by the Buyer. For accepted complaints, the Seller will reimburse the Buyer for these reasonably incurred costs. Shipments sent cash on delivery will not be accepted. 7.5 The Seller does not return claimed goods if the Buyer requested their disposal, or if the Buyer does not collect the goods within 30 days of notification after complaint rejection.
A8. Complaint assessment and resolution deadlines
8.1 The Seller shall issue the Buyer a written confirmation of complaint receipt stating the date, content of the complaint and requested method of resolution. 8.2 Assessment is performed by visual and tactile inspection of the sample, and in justified cases by expert assessment by an independent expert or laboratory. The result of the expert assessment is decisive for complaint resolution. 8.3 Resolution deadlines Consumer — Within 30 days of filing the complaint, unless the parties agree on a longer period Business entity — Within 30 days of receiving the claimed goods; if expert assessment is required, within 60 days 8.4 The deadline does not run during the period when the Seller is waiting for documents under Article A7.2 that the Buyer has not provided. The Seller shall notify the Buyer of the need for supplementation. 8.5 The Seller shall notify the Buyer of the method of resolution by email and, in case of rejection, shall state the reason with reference to the relevant article of this policy, or with the conclusion of the expert assessment.
A9. Methods of resolving an accepted complaint
9.1 Due to the nature of the goods, repair is not possible. An accepted complaint is resolved by: • exchange for goods of the same type, shade and length, if in stock, • a reasonable discount from the purchase price, if the defect is minor or the shade deviation can be resolved by a stylist, • refund of the purchase price upon withdrawal from the contract, if there is a material breach of contract or if exchange is not possible. 9.2 The Buyer states their preferred method of resolution when filing the complaint. For the Buyer — business entity, the Seller determines the method of resolution, taking into account the Buyer’s request and the nature of the defect. 9.3 When refunding the purchase price for already applied hair, the duration and extent of use and the irreversible modification of the goods shall be taken into account. The Seller does not reimburse costs of processing, application, removal or repeated hairdressing service; these are borne by the service provider. 9.4 The Seller does not reimburse indirect damage, lost profit or harm incurred by the Buyer — business entity towards their clients.
A10. Product lifespan and warranty scope
10.1 Statutory liability for defects is not a lifespan warranty or a promise that hair will retain its properties regardless of handling. It applies to defects that the goods had upon receipt. 10.2 Usual lifespan with care according to the Care Guide, which the Seller states as indicative: Keratin strands — 3–6 months until repositioning, material can typically be repositioned 2–3 times Tape-in strips — 6–8 weeks until repositioning, material typically 2–4 repositionings Micro rings / nano — 2–4 months until repositioning, material typically 2–3 repositionings Clip-in / hairpieces — 6–12 months with use several times a week 10.3 The stated values are indicative and do not constitute a warranty. Actual lifespan depends on washing frequency, heat styling, quality of care, physical activity and the growth rate of your own hair. 10.4 Gradual loss of shine, slight lightening of ends and volume reduction over time are signs of wear, not defects.
A11. Final provisions
11.1 Matters not regulated by this policy are governed by Act No. 89/2012 Coll., the Civil Code, and for consumers by Act No. 634/1992 Coll., on Consumer Protection. 11.2 The consumer has the right to out-of-court resolution of consumer disputes. The competent body is the Czech Trade Inspection Authority, www.coi.cz. The consumer may also use the online dispute resolution platform. 11.3 This complaints policy forms an integral part of the Seller’s Terms & Conditions and is available on the Seller’s e-shop. 11.4 The Seller reserves the right to amend this complaints policy. For a specific order, the version effective on the date of its submission applies. 11.5 This complaints policy takes effect on 26 September 2026.
A12. Withdrawal from contract within 14 days (consumers only)
12.1 Not every Buyer has the right to withdraw from the contract without stating a reason within 14 days. The Seller does not have a brick-and-mortar store; all goods are handed over in person or shipped. Therefore, the following regimes apply: Personal handover to the Buyer — consumer → Yes — contract concluded outside business premises Order on the e-shop or via Instagram with shipping → Yes — distance contract Goods shipped after inspection at intermediary → Yes — inspection precludes shade claims (Article A3.7), but not the right to withdraw Buyer — business entity (any method) → No — the right belongs only to consumers 12.2 Hygienic sealing of goods. Hair is delivered in a sealed package with a hygienic seal or security tape. It is goods that, for hygienic reasons, are not suitable for return after the package has been opened. If the consumer breaks the seal, the right to withdraw from the contract is extinguished (§ 1837(g) of the Civil Code). The Buyer is informed of this fact before concluding the contract, on the packaging and in the order confirmation. 12.3 Inspection and hygienic seal. Inspection of goods before purchase — both personal and at an intermediary — takes place on samples or in an unopened transparent package without breaking the seal. By breaking the seal, the Buyer confirms that they accept the goods in the condition in which they inspected them. 12.4 Only hair that is unused, unapplied, unmodified and unprocessed, in its original condition and original packaging, with an intact seal or marking, may be returned. 12.5 If the goods have been combed, washed, cut, dyed, processed into a set or applied, the contract cannot be withdrawn from — the goods are used and for hygienic reasons cannot be resold. 12.6 The Seller shall refund the purchase price within 14 days of the goods being returned, in the same manner as the payment was received. The cost of returning the goods is borne by the consumer. 12.7 Withdrawal under this article is a right distinct from a complaint. It cannot be used to return goods that ceased to be satisfactory only after use.
Návod na péči o prodloužené vlasy naleznete na /pece-o-vlasy.
Last updated: 26 September 2026
File a complaint
Fill out the form step by step. After submission you will receive a ticket number and email confirmation.
Step 1 of 8
Familiarize yourself with the complaints policy
Before filing a complaint, please familiarize yourself with our complaints policy and Terms & Conditions.