Bowtastic Hair Accessories - Fair Use Policy

At Bowtastic, we take pride in creating high-quality hair accessories designed for everyday wear. We understand that, especially with children, accessories can sometimes experience wear and tear. This policy outlines what we consider fair use and how we support our customers if issues arise.

1. Our Quality Promise

All Bowtastic products are carefully made and checked before dispatch. Our accessories are designed for normal, supervised wear and gentle handling.

2. Goodwill Policy (Non-Fault Issues Only)

For issues that are not deemed faults, we offer a discretionary goodwill policy:

  • Within 14 days of delivery
    • Replacement or full store credit may be offered
  • Within 30 days of delivery
    • 50% store credit may be offered
  • Within 45 days of delivery
    • 25% store credit may be offered
  • After 60 days of delivery
    • No replacement or refund offered

This policy applies to wear and tear or usage-related issues only, not faults covered by your legal rights.

3. What Counts as Fair Use

To ensure the longevity of your accessories, please follow these care guidelines:

  • Use on clean, dry hair only
  • Avoid contact with hair products (including oils, sprays, gels, or conditioners), as these can weaken materials and adhesives
  • Do not overstretch elastics or tie excessively tight/loose, as this can cause snapping
  • Handle gently - avoid pulling, tugging, or twisting

Hair accessories will naturally wear over time, particularly with frequent use.

4. Situations Not Covered

We are unable to offer replacements or refunds in cases where damage is likely due to:

  • Use with hair products (which can weaken materials)
  • Excessive pulling, stretching, or rough handling
  • Normal wear and tear from daily school use without supervision
  • Damage caused during school activities, playtime, or general daily wear is considered normal wear and tear.
  • Items that have been significantly worn beyond their expected lifespan.
  • We cannot guarantee longevity when accessories are worn unsupervised in active environments
  • As such, items used heavily for school may not be eligible for replacement

Hair accessories, particularly bobbles and headbands, are subject to natural wear especially with frequent use in active environments such as school.

5. Repeat Claims & Account Review

We understand that issues can occasionally arise; however, where a customer makes multiple claims across different products or orders, we may review this in the context of:

  • Product types and materials
  • Timeframes of reported issues
  • Usage patterns and environments (e.g. frequent school/nursery use)

Where repeated issues occur across different styles or product types, this may indicate:

  • General wear and tear
  • Usage-related damage
  • Or factors outside of manufacturing quality

In such cases:

  • We may limit or decline goodwill gestures
  • We may require additional evidence before offering a resolution
  • Future orders may not be eligible for goodwill replacements or credits

This does not affect your statutory rights.
Any claim relating to a genuine manufacturing fault will still be assessed in line with your rights under the Consumer Rights Act 2015.

6. Our Approach

We aim to be fair and understanding while also recognising that hair accessories are not indestructible. Our policy is designed to balance:

  • Supporting our customers when genuine faults occur
  • Encouraging proper care and realistic expectations of product lifespan

7. Need Help?

If you believe your item has a genuine fault:

Please contact us with:

  • Your order number
  • A description of the issue
  • Clear photos of the item

We reserve the right to assess all claims and request additional information where necessary. All decisions are made at the discretion of Bowtastic Hair Accessories.

We’ll always do our best to help within the guidelines above.