Refund policy

Last updated: 19 October 2026

We want you to understand your options before you order. These terms apply to purchases made at perstarly.com in all destinations we serve. Different conditions apply to standard products, hygiene-sealed hair extensions and personalised items.

1. Our 30-day return window

For non-personalised products, including robes, phone stands and pet grooming stands, contact us within 30 days of delivery to request a return or exchange. Items must be unused, unwashed and in their original condition, with their original packaging, tags and supplied accessories.

2. Hair extensions

You may request a return or exchange within 30 days of delivery if the hygiene seal is intact. Check the shade, length and set details before opening the seal. We cannot accept a change-of-mind return after the hygiene seal has been broken. This does not affect your rights if the product is faulty, damaged or incorrectly supplied.

3. Personalised and made-to-order items

Items made to your specifications or clearly personalised are not eligible for change-of-mind returns or exchanges, including where you supplied an incorrect name, image, size or other customisation detail. This exception does not apply to ordinary non-personalised products and does not remove your rights for defective, damaged, incorrect or misdescribed goods.

4. How to request a return or exchange

  1. Email support@perstarly.com with your order number, the item and your reason for returning it. For a fault or wrong item, include photos if available.
  2. We will provide the return instructions and designated return address for your order. Please confirm the address before arranging postage; do not assume the company office or the parcel sender address accepts returns.
  3. Package the item securely and send it by post or courier. Keep proof of postage and share the tracking details with us.

Return routing depends on the product and your location. If the return destination or postage cost affects your purchase decision, contact us before ordering so we can confirm the applicable arrangement.

5. Return costs and fees

  • Change of mind, unsuitable size or colour: you pay the return postage. For these returns, arrange and pay for the return label with your carrier.
  • Faulty, damaged or incorrectly supplied goods: Perstarly covers the necessary return postage. Contact us first so we can arrange an appropriate method.
  • Restocking fee: none.
  • Paid outbound delivery is not normally refunded for voluntary change-of-mind returns, except where applicable law requires it. Where standard outbound shipping was free, no outbound shipping charge will be deducted from your refund.

6. Refunds

After we receive and inspect your return, we will issue an approved refund to your original payment method within 7 business days. Including payment-provider processing, you will receive your refund within 14 calendar days of our receipt of the returned item.

7. Exchanges

Eligible standard products and sealed hair extensions can be exchanged, subject to stock availability. Contact us to arrange the replacement item and confirm any price difference or delivery cost before proceeding. If the replacement is unavailable, you may choose an eligible refund instead.

8. Damaged items, delivery problems and cancellations

Contact us as soon as you notice damage, a fault, an incorrect item or a missing delivery. We will investigate and arrange an appropriate remedy. A carrier delivery scan does not automatically remove your rights. Reporting a problem promptly helps us investigate; a short notification deadline does not override your statutory rights.

To request a cancellation or address change, email us as soon as possible. We will check whether the order can still be stopped. Personalised orders cannot normally be changed or cancelled after production begins; dispatched standard products remain subject to the return terms above and any applicable cancellation rights.

9. Your statutory rights

Nothing in this policy limits mandatory consumer rights, including applicable cancellation rights and remedies for faulty, misdescribed or undelivered goods. Where the law provides greater protection than our voluntary policy, the law applies.

Contact Perstarly

Perstarly is operated by MUXIL LIMITED.

Registered office and business address:
L220, Beaconside Business Village, Stafford Enterprise Park,
Weston Road, Stafford, ST18 0BF, United Kingdom

Email: support@perstarly.com
Phone: +44 20 8432 3088

Customer support: Monday–Friday, 9:00 AM–6:00 PM, United Kingdom local time (GMT/BST). Saturday–Sunday: closed.

For an order enquiry, please include your order number. For returns, contact us for the designated return address before sending a parcel; our office address is not an automatically authorised return address.