Welcome to Terms and Conditions

Every organisation needs to clearly set out their terms and conditions so that the user can feel confident and comfortable in placing an order, accessing information and sharing your details with us. If there is anything that is unclear please do get in touch with us. We really want to support your experience and hope to be helpful. 

Thank you for taking the time to read our legal framework that is a must for every organisation, charity and business. We very much hope that our guidance is helpful and supportive, if you have an ideas on how we can improve anything please get in touch.

Website Supply Terms

These terms set out the basis on which we will supply items or courses from our shop to you (whether on sale or offered on a complimentary basis), so please read them carefully.

We may amend these from time to time, and the changes will take effect from the time we publish the revised terms. However, the amended terms will not apply to any orders that we have already accepted before this date.

These terms should be read alongside, and are in addition to the Chemo Hair Loss Coach Privacy Policy, and Cookie Policy, which apply when you use our websites.  Please read all these terms carefully before placing an order from us or using the Site. If you do not agree to these terms, you may not place an order with us or use or access the Site.

If you have any questions about these terms, please contact us to discuss these before placing your order.

You can contact us in the following:

By email at: hello@chemohairlosscoach.com

Our Products and Age Restrictions

We try to ensure that all items displayed on our website are in stock and available to order. However, where items are temporarily unavailable for any reason, we will endeavour to indicate this on the website.

We try to ensure that our products match the images and descriptions on our website, although sometimes there may be slight differences in size, colour, and design.

We sell or make available a range of products on this website, including products for children. However, to order items from this website, you must be at least 18 years old or under the supervision of a parent or legal guardian. We do not sell or make available products to children. If you are ordering any free resources from the charity Cancer Hair Care, these terms and conditions still apply. 

Please note that we may withdraw items from sale or supply in the event we run out of stock or for any other reason. We may do this at any time and without notice.

Ordering an item

Your order is only accepted by us (and a contract formed) when we send you an email notifying you that your item(s) have been dispatched. Any products on the same order which are not referenced in our dispatch e-mail do not form part of that contract. 

If we cannot supply you with some or all of the items you have requested for any reason, we will contact you and explain your options. If we cannot supply you with the product or service you ordered, we will inform you of this by email and where payment has already been taken, we will refund you. We may not be able to accept your order as a result of one of the following:

  1. The product you ordered being out of stock;
  2. We are unable to obtain authorisation for your payment;
  3. We have identified a pricing or product description error;
  4. You have asked us to deliver your order to a location outside of the UK to which we do not offer delivery; or
  5. You have attempted to use a voucher or special offer more times that is permitted, or in a fraudulent way.

If you wish to change your order at any time, please let us know as soon as possible. We will try our best to accommodate your request, but this may not always be possible. If we can’t make the change you require, or we have already sent your item(s) to you, you may consider cancelling your order (see “Cancelling your order” below).

Price and Payment for items on sale

All prices displayed on our website are in pounds sterling, and inclusive of VAT. All applicable delivery charges are displayed at check out as these are based on the total weight or your order. 

We may change the price of items at any time, but the price you will be asked to pay is the price displayed on the website when you place your order.  However, while we try to ensure that the prices shown on our website are up-to-date and correct, occasionally errors do occur:

if we notice this before we have accepted your order, we will contact you to confirm whether you wish to purchase the relevant item at the correct price, or cancel your order; if we have already accepted your order before noticing this mistake, we may still cancel your order if the error was an obvious one that you could reasonably have recognised as a mistake and you do not want to pay the correct price.

For orders placed via our website, we accept a range of payment gateways. All card payments are subject to authorisation by your card issuer. However, if we do not receive your payment and you have already received the products ordered from us, you must pay for the products or return the products ordered from us in accordance with reasonable return instructions that we provide and in the same condition that you received them at your own expense. If you do not do this within 30 days of the date on which we cancel your order, we may collect or arrange for collection of the products at your expense. 

You will own the item(s) you have ordered once we have received payment in full, but we will remain responsible for it until we have delivered it to the address you gave us when placing your order (see “Delivery” below).

Suggested donation amounts

Currently there is no purchase price to obtain one of our suggested donation items (such as Hair Loss Dolly), although you may be required to pay the delivery charge (see below). Instead we encourage you to make a donation to Cancer Hair Care to help support the charity’s  work. We may suggest an appropriate amount to donate but donations are voluntary and you are free to donate more or less than the amount suggested or make no donation at all. We reserve the right to withdraw items from our “suggested donation” offering and put them on sale, although we will not charge you for any orders placed before this change is introduced.


We deliver throughout the UK (except to offshore territories).

Various delivery options are available. For further details of these delivery options, prices, countries we deliver to and timeframes, please go to the delivery page of our Site.

We shall not be responsible to you for any delays in the delivery of items that are caused by events outside of our control. However, we will contact you as soon as possible to notify you of any such events, and we will try to minimise the effects of any delay. 

Damaged/Faulty Goods/Not as described

You have a legal right to return any item that does not match the description on our website, is not fit for its intended purpose or is not of satisfactory quality. You are entitled to a refund (as further set out in our returns and refunds page if you tell us this within 30 days of receipt of the item, or you may request a replacement item instead. In either case, if the item was purchased, you will need to return the item in question to us. For more information, please see our returns and refunds page.

Cancelling your order – this only applies to purchased items

You are entitled to cancel any order you have made on our website, email or telephone for any reason (including if you simply change your mind) up to and including 14 days after the day on which you receive your purchase unless your item:

  1. Is made to your specification or clearly personalised.
  2. Is sealed for health protection and/or hygiene reasons and the seal is broken after the item is delivered to you.

If you cancel your order before we dispatch it, we will refund all sums you have paid to us for that order (including the delivery costs paid by you, up to the amount charged for the least expensive kind of delivery service we offer) no later than 14 days after the day of you telling us you want to cancel.

If you wish to cancel your order once you have received it, you should send the items back to us as soon as possible, and in any event not later than 14 days after the day on which you tell us you want to cancel your order. You will be responsible for the costs of returning the items to us.

We will then refund you the following sums:

the purchase price; and

provided that you are returning the entirety of your order, the delivery costs paid by you, up to the amount charged for the least expensive kind of delivery service we offer,

These will be paid within 14 days after the day we receive the item back from you or you providing evidence that you returned the item to us (if earlier). We will make reimbursement using the same method as you used for your initial transaction, unless you have expressly agreed otherwise.

Please note that we may make a deduction if the value of the item has been reduced as a result of your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the item, and later discover you have handled it in an unacceptable way, you will be required to pay us as appropriate.

Please note that we cannot offer a refund for any item where a suggested donation was made to the charity Cancer Hair Care at the time the item was ordered as this is an optional payment and not a payment for the item. Cancer Hair Care is only permitted to return donations in limited circumstances if we can establish the making of the donation was a genuine mistake or there are other legal grounds for returning the donation. Please contact us to discus any concerns you may have in regards to a donation made. 

For further details of how to cancel and return items, please see our returns and refunds page.

Cancer Hair Care Free Resources

We work together with the charity Cancer Hair Care to help supply their free resources. These resources are not the property of Chemo Hair Loss Coach. They are the property of Cancer Hair Care. Please note that these resources are only available to people living in England and Wales as the charity is only registered in these countries. 

Free Gifts

From time to time, we may advertise special offers on our website. These free gifts are only included as part of your order and are not offered on a standalone basis. If any part of the order is returned for a refund, we reserve the right to deduct the value of the free gift from your refund if they are not returned too.

Vouchers, special offers and discounts

From time to time, we may issue special offers or voucher codes, for example for free delivery or discounts on orders. Please note the following, and contact us if you have any questions about redeeming a voucher code:

Unless otherwise stated, you may only use each voucher code and benefit from each special offer once;

the total value of the voucher code will be applied against the total order including VAT. If the item(s) purchased total less than the value of the voucher code, the remaining balance cannot be carried over or used on future purchases. If your order exceeds the amount of your voucher code, you must pay the balance;

some voucher codes may only be used to purchase certain item(s) from this website. Where this applies, you will be required to pay in full for any additional items you wish to purchase as part of the same order, even if the value of the promoted items you are purchasing is less than the total value of the voucher code; 

if you have to return goods for credit originally purchased online using a voucher code, then in most instances you will receive another voucher code to use on a future purchase;

additional terms and conditions may apply to voucher codes, discounts and special offers. These will be notified to you in conjunction with the relevant voucher code, discount or special offer;

we reserve the right to terminate voucher codes, discounts and special offers at any time and without notice to you.

Privacy Policy and your Personal Information

We use the personal information you provide to us in order to supply the item(s) you have ordered to you and to process your payment. Your information will be accessed by Chemo Hair Loss Coach Limited (and if free resources are ordered also with Cancer Hair Care Limited). 

With your consent, we will contact you to let you know about products, offers, and discounts from our Online Shop, as well as the progress that the charity Cancer Hair Care is making and how to donate to this charity. 

All personal data held by us or on our behalf is held in accordance with our Privacy Policy.

Your responsibility of use 

We kindly point out that we are not a medical organisation. The products, services, courses and information we supply are not intended to replace that of medical recommendation. Please take personal responsibility for your choices made. 

We only supply items for domestic and private use. You agree not to use items ordered from this website for any commercial, business or resale purposes, and therefore we shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Our advice is also not medical. You should always consult with your doctor if you have any medical enquiries. We respectfully ask that you take personal responsibility when following through with ideas, advice, products and links from our videos, social media Website and services.

Why recycle?

We would like to encourage you to recycle products packaging. Did you know that the charity Cancer Hair Care provides a ‘Twice as Nice’ recycling service. You can send them your clean used or unused wigs and headwear (in a wearable condition) and they will take the items through a hygiene process and then donate them to people in need. 


This online shop is operated by Chemo Hair Loss Coach LTD. Registered company number 13246577 England and Wales with its registered office at Chemo Hair Loss Coach LTD, The Caring Hair Studio, 5A Middle Row, Stevenage, Hertz SG1 3AN and VAT number 380870578.

(Kindly note we also supply free resources for the charity Cancer Hair Care. Registered charity 1124248 - England and Wales).  

These terms are governed by the laws of England and Wales, and the English courts shall have exclusive jurisdiction in all disputes arising out of these terms and any item(s) ordered from this website.

If a court finds any part of these terms unlawful or unenforceable for any reason, this shall not affect the rest of the terms which will remain valid and enforceable.

This contract is between you and us. Nobody else has any rights under or in respect of these terms.

Even if we delay in enforcing any of these terms, we can still enforce them at a later time. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of any breach, it will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

These terms and conditions do not in any way affect your statutory rights.

Privacy Security Privacy Policy and Data Protection

At Chemo Hair Loss Coach Limited we really do care about every person who uses our services. We respect your right to privacy and take it seriously. We aim to act with respect and sensitivity to your individual situation along with any data you share with us. We know that security and privacy is a concern when supplying personal details online, over the phone or during a conversation.Whatever your relationship with us we will do our best to ensure that your personal details and information that you share is safely stored and used appropriately.

Unfortunately, no data transmission over the Internet is 100% secure but we do our best so you can rest assured that your information is in good hands. Please be assured that we will never pass on your details to third party organisations without your consent (other than that requested by law which is a standard legal requirement of all web sites). Your personal details are held securely and in strict confidence.

As a small organisation, we don’t have the resources of larger organisations but we do put in place mindful practices to create a safe environment for your privacy. 

Additionally, we try to take care of your well being by not requesting unnecessary information from you. We know that you have many forms to fill out and advice leaflets to read. So, if you have any questions about what we do with the information you give us please get in touch.

We hope that this helps you to understand how much we respect your privacy. Please do get in touch if you have any suggestions or feedback.


Your consent

By visiting our site, you are consenting to the use of cookies and understand that we will use cookies to store information about your visit.

Cookies are small text files that are placed on your computer by websites that you visit. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.

Cookies we use

The information below explains some of the cookies we use and why.

Google Analytics

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These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.


These cookies are used by our content management system to improve performance and provide the best browsing experience for your visit.

How do I change my cookie settings?

Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org.

To opt out of being tracked by Google Analytics across all websites visit tools.google.com/dlpage/gaoptout.

If you have any concerns please Contact us – we will be happy to do our best to help.

Videos and social media

As well as linking to video’s made by third parties that offer guidance and opinions that may be helpful to you. We also work with other organisations to give input to and create videos. For example step by step guides and personal opinions and experiences of individual patients. With all of the videos and social media that we link to we would like to remind you that Chemo Hair Loss Coach and our charity partner Cancer Hair Care does not necessarily share the opinion or advice of individuals. 

Our video and social media messaging and guides are not designed to replace the advice of your wig, headwear supplier or hairdresser. We wish to enhance and share the information available. Our advice is also not medical. You should always consult with your doctor if you have any medical enquiries. We respectfully ask that you take personal responsibility when following through with ideas, advice, products and links from our videos, social media Website and services.

Third party links

We do our best to select links to information that may be helpful to you. We respectfully ask that you take personal responsibility when following through with ideas, advice, product recommendations and guidance from links provided by us. We cannot accept any responsibility or liability for any third party websites and resources and your access and use of such services and content is at your own risk.

Last updated 16th July 2021.