Privacy policy and terms of service

VELLÓ Hair — Privacy Policy

Last updated: 20/11/2025

VELLÓ Hair we committed to protecting your privacy. This Privacy Policy explains how we collect, use, store, and protect your personal information when you visit our website, create a Pro Account, place an order, or interact with us online.

1. Information We Collect

We may collect the following types of information:

Personal Information

  • Full name

  • Email address

  • Postal address

  • Phone number

  • Professional qualification documents (for Pro Account access)

  • Payment details (processed securely via our payment partners)

Usage Data

  • Pages visited

  • Time spent on pages

  • Device and browser details

  • Cookies and tracking data

Order & Account Information

  • Order history

  • Product preferences

  • Account login details

2. How We Use Your Information

We use your information to:

  • Process and deliver your orders

  • Verify Pro Account eligibility

  • Provide customer support

  • Send order updates and notifications

  • Improve our website and services

  • Send marketing emails (only if you opt in)

  • Prevent fraud and maintain site security

3. How We Store & Protect Your Data

Your data is securely stored using Shopify’s protected servers.
We never store full payment details — these are handled by trusted payment processors like Shopify Payments, PayPal, or Klarna.

We use industry-standard security measures to protect your data.

4. Sharing Your Information

We may share your information only with:

  • Shopify (website host)

  • Payment providers

  • Delivery and courier partners

  • Email marketing providers (e.g., Klaviyo)

  • Professional verification partners (if applicable)

We do not sell or rent your data to third parties.

5. Cookies

Our website uses cookies to enhance your browsing experience.
You can disable cookies in your browser at any time.

6. Your Rights (UK GDPR)

You have the right to:

  • Access your personal data

  • Request corrections

  • Request deletion

  • Withdraw marketing consent

  • Request a copy of the data we hold

To request any of these, email us at: hello@vellohair.com

7. Marketing

If you subscribe to marketing emails, you can unsubscribe at any time using the link at the bottom of any email.

8. Retention

We keep your information only as long as necessary:

  • Orders: 6 years (for tax/legal purposes)

  • Marketing: until you unsubscribe

  • Pro Account data: while your account is active

9. Contact Us

If you have any questions, email us at:
hello@vellohair.com

VELLÓ Hair — Terms & Conditions

Last updated: 20/11/2025

These Terms & Conditions govern your use of the VELLÓ Hair website and the purchase of products from our store.

By accessing our site or placing an order, you agree to these terms.

1. About Us

VELLÓ Hair is a UK-based hair extension brand.
Our company details:
Company Name: Vello Hair ltd
Registered Address: 26 St Mary's Close, Bransgore, Christchurch, BH23 8HU
Email: hello@vellohair.com

2. Eligibility

  • Our weft's are available to qualified hair professionals only.

  • Pro Account approval is required to view pricing and place orders.

  • We reserve the right to deny or revoke account access if false information is provided.

3. Orders

By placing an order, you agree that:

  • All information provided is accurate

  • You are authorised to use the payment method

  • You understand processing times and dispatch times may vary

We reserve the right to cancel any order in cases of suspected fraud or errors.

4. Pricing

  • All prices are listed in GBP (£).

  • Prices may change without notice.

  • Professional pricing is accessible only after account approval.

5. Payment

We accept major payment providers including:
Shopify Payments, Klarna, Clearpay, Apple Pay, Google Pay and PayPal.

Your payment information is processed securely and never stored by us.

6. Shipping & Delivery

Details are outlined in our Shipping Policy.

We are not responsible for delays caused by couriers, customs, or force majeure events.

7. Returns & Exchanges

Due to hygiene regulations, we can only accept returns if:

  • The hair is unused

  • The packaging has not been opened

  • The product remains in its original condition

Returns must be requested within 14 days of delivery.

Used or installed hair cannot be returned.

8. Product Disclaimer

Human hair extensions are a natural product.
Colours, tones, and textures may vary slightly between batches.
We recommend a strand test before colouring or toning.

We are not responsible for results of chemical services performed on extensions.

9. Pro Account Responsibility

Professionals are responsible for:

  • Correct application techniques

  • Client aftercare advice

  • Safe installation and removal

  • Understanding colour matching and suitability

We do not accept liability for misuse or incorrect installation.

10. Intellectual Property

All content, logos, images, and branding on the website belong to VELLŌ Hair and may not be copied or reproduced without permission.

11. Liability

We are not liable for:

  • Losses resulting from misuse of the product

  • Delays beyond our control

  • Business interruption or loss of income

  • Allergic reactions or scalp sensitivities

Our maximum liability is limited to the value of the product purchased.

12. Changes to Terms

We may update these Terms at any time.
Continued use of the website means you accept the updated version.

13. Contact

For questions regarding these Terms, email:
hello@vellohair.com