Terms and Conditions

General Terms and Conditions

SeBella Luxe Hair

Luxury Hair. Exceptional Quality. Clear Terms.

These General Terms and Conditions govern purchases made through SeBella Luxe Hair. We believe that exceptional service begins with transparency. These terms have therefore been prepared to clearly explain your rights and responsibilities, as well as the standards that apply to our products, orders, deliveries, returns and aftercare.

Contents

1. Definitions
2. Identity of SeBella Luxe Hair
3. Applicability and Formation of the Agreement
4. Offers, Orders and Acceptance
5. Product Information and the Natural Characteristics of Human Hair
6. Colour Selection, Length Selection and Product Advice
7. Prices and Payment
8. Discounts and Promotions
9. Delivery
10. Right of Withdrawal and Extended Return Period
11. Hygiene Seals and Statutory Exceptions
12. Return Conditions and Product Condition
13. Complaints, Conformity and Product Assessment
14. Use, Care and Treatments by Third Parties
15. Liability
16. Force Majeure
17. Fraud, Abuse and Manipulation of Evidence
18. Intellectual Property and Website Use
19. Privacy
20. Amendments, Applicable Law and Disputes

Article 1 — Definitions

For the purposes of these General Terms and Conditions, the following definitions shall apply:

SeBella Luxe Hair: the company offering and selling the Products through its webshop.

Consumer: any natural person acting for purposes outside their trade, business, craft or professional activity.

Customer: any person purchasing Products from SeBella Luxe Hair, including a Consumer, unless the context expressly indicates otherwise.

Agreement: any agreement concluded between SeBella Luxe Hair and the Customer, including a distance agreement concluded through the webshop.

Products: all products, goods and, where applicable, services offered by SeBella Luxe Hair through its webshop.

Webshop: the official online store operated by SeBella Luxe Hair.

Article 2 — Identity of SeBella Luxe Hair

1. SeBella Luxe Hair is established in Purmerend, the Netherlands, and registered with the Dutch Chamber of Commerce under Chamber of Commerce number 42155327.
2. The current company and contact details of SeBella Luxe Hair, including its registered address, correspondence or return address, email address and other information required by law, are published on the webshop.
3. Customers may use the contact details stated on the webshop for general enquiries, customer service, complaints, returns and the exercise of statutory rights.

Article 3 — Applicability and Formation of the Agreement

1. These General Terms and Conditions apply to every offer, order and Agreement concluded between SeBella Luxe Hair and the Customer.
2. Before an Agreement is concluded, the Customer will be given the opportunity to review these General Terms and Conditions.
3. By placing an order through the webshop, the Customer agrees to these General Terms and Conditions.
4. Any deviation from these General Terms and Conditions shall only be valid if expressly agreed by SeBella Luxe Hair in writing or through another durable medium.
5. If any provision of these General Terms and Conditions is found to be void, voidable or otherwise unenforceable, the validity of the remaining provisions shall not be affected.
6. Where appropriate, the invalid or unenforceable provision shall be replaced by a legally permissible provision that reflects, as closely as possible, the purpose and intention of the original provision.

Article 4 — Offers, Orders and Acceptance

1. Every offer made by SeBella Luxe Hair is subject to availability and shall remain valid for the period stated in the offer or for as long as stock remains available.
2. SeBella Luxe Hair takes great care to ensure that all product descriptions, prices, photographs and other information displayed on the webshop are accurate.
3. Obvious typographical errors, manifest pricing errors, technical errors or other errors that a reasonable Customer should have recognised as incorrect shall not bind SeBella Luxe Hair.
4. SeBella Luxe Hair reserves the right to refuse or cancel an order where there is an objectively justified reason to do so, including:
• insufficient product availability;
• an obvious pricing or product-information error;
• incorrect or incomplete Customer information;
• unsuccessful or reversed payment;
• reasonable suspicion of fraud or misuse;
• sanctions, compliance or security requirements; or
• circumstances that reasonably prevent the order from being fulfilled.
5. An Agreement is concluded when SeBella Luxe Hair confirms acceptance of the order or begins performing the Agreement.
6. An automated acknowledgement confirming receipt of an order does not necessarily constitute final acceptance where further verification is reasonably required.

Article 5 — Product Information and the Natural Characteristics of Human Hair

5.1 Authentic Human Hair

SeBella Luxe Hair specialises in premium human hair products selected with particular attention to appearance, texture, quality and finish.

Because genuine human hair is a natural material, every piece possesses its own individual characteristics. Subtle variations are therefore part of the beauty and authenticity of the product.

5.2 Natural Variations

Unless expressly stated otherwise, slight and commercially customary variations may occur in characteristics including:

●        colour and undertone;

●        texture;

●        wave, curl or coil pattern;

●        density;

●        visible length;

●        shrinkage;

●        shine;

●        natural movement;

●        frizz;

●        flyaways;

●        shorter hairs;

●        occasional grey or differently pigmented hairs; and

●        behaviour following washing, brushing, styling or exposure to humidity and climate.

Such natural characteristics do not automatically constitute a defect.

5.3 Individuality of Human Hair

As human hair originates from individual donors and may undergo professional selection and preparation, no two bundles, sets or products can be guaranteed to be completely identical.

Minor differences in colour, texture, density, movement, shine or other natural characteristics may therefore exist between products, between bundles within one order or between separate orders.

A Product cannot be guaranteed to be completely identical to a previously purchased Product, sample image or previously supplied batch.

5.4 Professionally Coloured Hair

Where Products have been professionally coloured, highlighted or treated using techniques such as balayage, ombré, highlights or blended colouring, subtle variations may occur in:

●        colour depth;

●        undertone;

●        highlight placement;

●        colour distribution;

●        blending;

●        contrast;

●        intensity; and

●        transitions between shades.

These differences are inherent to professionally coloured natural human hair and do not automatically constitute a lack of conformity.

5.5 Wavy, Curly and Coily Hair

For wavy, curly and coily Products, the visible length may appear shorter due to the natural formation of the texture.

Unless expressly stated otherwise, lengths are measured with the hair gently stretched.

5.6 Photography and Digital Representation

SeBella Luxe Hair makes every reasonable effort to represent its Products accurately and beautifully.

Nevertheless, colours and textures may appear differently depending on factors such as:

●        natural or artificial lighting;

●        studio photography;

●        camera settings;

●        screen brightness;

●        monitor or mobile-device calibration;

●        image processing;

●        surrounding colours;

●        the Customer's natural hair colour; and

●        individual colour perception.

Product photographs, videos, social-media content, influencer content, swatches, advertisements and Customer photographs should therefore be regarded as representative visual guidance rather than a guarantee of an absolutely identical appearance.

5.7 Styling for Presentation

Products may be professionally styled, brushed, curled, straightened, blow-dried or otherwise presented to showcase their appearance and characteristics.

Such presentation does not alter the agreed specifications of the Product.

5.8 Conformity

Nothing in this Article affects the Customer's statutory rights.

The Product delivered must conform to the Agreement, the expressly agreed product specifications and the reasonable expectations that a Consumer may have on the basis of the Agreement and applicable law.

Article 6 — Colour Selection, Length Selection and Product Advice

1. SeBella Luxe Hair is pleased to assist Customers in selecting the most suitable shade, length, texture and Product for their desired look.
2. Recommendations provided by SeBella Luxe Hair are intended as professional guidance.
3. The final result may nevertheless depend on factors outside the control of SeBella Luxe Hair, including:
• the Customer's natural hair colour;
• previous hair treatments;
• lighting;
• blending and installation;
• styling;
• quantity of hair used;
• screen representation; and
• personal preferences and perception.
4. Colour matches, shade recommendations, length guides, sample images, digital consultations and personal advice cannot therefore constitute a guarantee of an absolutely identical final result.
5. Customers who are uncertain about colour, length, quantity or suitability are encouraged to request advice from SeBella Luxe Hair before placing an order.
6. When assessing colour, SeBella Luxe Hair recommends viewing the hair in natural daylight where reasonably possible.

Article 7 — Prices and Payment

1. All consumer prices displayed on the webshop include applicable VAT unless expressly stated otherwise.
2. Any applicable delivery costs, surcharges and the total purchase price shall be communicated to the Customer no later than during checkout and before the order is confirmed.
3. Payment must be made using one of the payment methods offered through the webshop.
4. SeBella Luxe Hair may suspend processing or delivery of an order until valid payment has been received.
5. SeBella Luxe Hair may also suspend or refuse an order where a payment is refused, reversed, cancelled or reasonably identified as potentially fraudulent.
6. Once an Agreement has been concluded, subsequent price changes shall not affect that Agreement to the detriment of the Customer, except where an obvious and recognisable error has occurred and applicable law permits correction.

Article 8 — Discounts and Promotions

1. Promotional offers, discount codes and other special offers are valid only during the period stated and subject to the applicable promotional conditions.
2. Unless expressly stated otherwise, promotions and discount codes may not be combined.
3. Discount codes must be applied before completion of the order.
4. Discounts will not normally be applied retrospectively to orders that have already been completed unless SeBella Luxe Hair expressly agrees otherwise.
5. Promotions may be subject to availability, minimum order amounts, selected Products, geographical restrictions or other clearly communicated conditions.
6. Statutory Consumer rights remain unaffected by promotional conditions.

Article 9 — Delivery

1. Products shall be delivered to the delivery address or collection point selected by the Customer during checkout.
2. SeBella Luxe Hair strives to prepare and dispatch every order with the care appropriate to a premium product.
3. Unless expressly agreed as a guaranteed delivery deadline, delivery estimates are indicative.
4. If an unexpected delay occurs, SeBella Luxe Hair will make reasonable efforts to inform the Customer.
5. For Consumer purchases, the risk of loss of or damage to the Product passes to the Consumer when the Consumer, or a third party appointed by the Consumer other than the carrier, physically receives the Product.
6. Where the Consumer independently appoints a carrier that was not offered by SeBella Luxe Hair, risk may pass at an earlier stage to the extent permitted by applicable law.
7. Where an order cannot be delivered because:
• the Customer supplied an incorrect or incomplete address;
• the Customer failed to accept delivery; or
• the Customer failed to collect a parcel from a collection point,

SeBella Luxe Hair may charge reasonable additional costs associated with re-delivery, where permitted by law.

8. Customers are encouraged to inspect their order shortly after delivery.
9. Visible transport damage, missing Products or discrepancies should preferably be reported to SeBella Luxe Hair as soon as reasonably possible so that the matter can be investigated efficiently.
10. For deliveries outside the European Union, local customs duties, import VAT, taxes, handling fees or similar charges may apply.
11. Unless expressly collected by SeBella Luxe Hair at checkout, such charges are the responsibility of the Customer.

Article 10 — Right of Withdrawal and Extended Return Period

10.1 Statutory Right of Withdrawal

1. Where the Customer qualifies as a Consumer and no statutory exception applies, the Consumer has the statutory right to withdraw from an online purchase within fourteen days in accordance with applicable law.
2. The statutory withdrawal period generally begins on the day following the day on which the Consumer, or a third party designated by the Consumer other than the carrier, receives the Product.

10.2 SeBella Luxe Hair Extended Return Period

3. In addition to the statutory withdrawal period, SeBella Luxe Hair offers eligible Customers an extended return period of up to 30 days after receipt, subject to the return conditions set out in these General Terms and Conditions.
4. This voluntary extended return policy does not reduce or replace any statutory rights available to the Consumer.

 

 

10.3 Exercising the Right to Withdraw

5. To exercise the statutory right of withdrawal, the Consumer must inform SeBella Luxe Hair of their decision to withdraw by means of an unambiguous statement within the applicable withdrawal period.
6. The Consumer may do this through, among other methods:
• the online returns portal;
• email;
• Customer service;
• the statutory model withdrawal form; or
• another clear statement communicating the decision to withdraw.
7. Use of a specific returns portal or form is not mandatory for the exercise of a statutory right of withdrawal.

10.4 Returning the Product

8. Following notification of statutory withdrawal, the Consumer must return the Product without undue delay and no later than fourteen days after communicating the withdrawal, unless otherwise agreed.
9. The direct cost of returning the Product shall be borne by the Consumer unless:
• SeBella Luxe Hair has expressly agreed to bear those costs; or
• applicable law provides otherwise.

10.5 Refunds

10. Where a valid statutory withdrawal applies, SeBella Luxe Hair shall reimburse the Consumer in accordance with applicable law.
11. Where required by law, reimbursement shall include the original standard delivery charges paid by the Consumer.
12. Additional delivery costs resulting from the Consumer selecting a more expensive delivery method than the least expensive standard delivery offered by SeBella Luxe Hair need not be reimbursed to the extent permitted by law.
13. SeBella Luxe Hair may withhold reimbursement until the returned Product has been received or until the Consumer provides sufficient evidence that the Product has been returned, whichever occurs first, where permitted by law.

10.6 Diminished Value

14. The Consumer is responsible for any diminished value resulting from handling the Product beyond what is reasonably necessary to establish its nature, characteristics and functioning.
15. In relation to luxury human hair Products, diminished value may arise where, for example, the Product has been:

●        worn;

●        installed;

●        washed;

●        cut;

●        coloured;

●        bleached;

●        toned;

●        chemically treated;

●        permanently or semi-permanently attached;

●        altered; or

●        otherwise handled beyond what is reasonably necessary for inspection.

Article 11 — Hygiene Seals and Statutory Exceptions

1. Certain SeBella Luxe Hair Products may be supplied with a hygiene, security or inspection seal.
2. Such a seal may include a:
• tie wrap;
• zip tie;
• cable tie;
• plastic security seal;
• adhesive seal;
• tamper-evident closure; or
• comparable security device.
3. The purpose of such seals may include demonstrating that a Product has not been worn, installed, washed, materially altered or otherwise used after delivery.
4. Where a Product qualifies under the statutory exception applicable to sealed goods that are unsuitable for return for reasons of health protection or hygiene, the statutory right of withdrawal may cease once the relevant seal has been broken after delivery.
5. The mere presence or removal of a seal does not create a broader exception than is permitted by mandatory Consumer law. Whether the statutory exception applies shall be determined in accordance with the nature of the Product, the circumstances and applicable law.
6. Where the statutory right of withdrawal continues to apply despite removal or breaking of a seal, the Consumer may nevertheless remain responsible for any resulting diminished value in accordance with Article 10.
7. The right of withdrawal may also be excluded where Products:
• have been manufactured according to the Consumer's specifications;
• are clearly personalised; or
• otherwise fall within a statutory exception to the right of withdrawal.
8. Nothing in this Article limits rights relating to a Product that does not conform to the Agreement.

Article 12 — Return Conditions and Product Condition

1. Products returned under the voluntary SeBella Luxe Hair return policy must, insofar as reasonably applicable, be returned in their original, unused, hygienically appropriate and verifiable condition.
2. SeBella Luxe Hair recommends returning Products together with their original packaging, accessories, labels and documentation where reasonably possible.
3. Depending on the legal basis for the return and the circumstances, a reduction in refund value may apply where a Product has been handled beyond what is reasonably necessary for inspection.
4. This may include Products that have been:
• worn;
• installed;
• attached to natural hair;
• washed;
• extensively brushed;
• cut;
• lace-cut;
• coloured;
• tinted;
• bleached;
• toned;
• treated with silver or purple shampoo;
• chemically treated;
• permed;
• relaxed;
• customised; or
• otherwise materially altered.
5. Products that have been materially altered may no longer possess the same commercial or hygienic condition as unused Products.
6. Customers are responsible for packaging returned Products with reasonable care.
7. Where a Product is returned in connection with a conformity or quality complaint rather than a standard return, it should, insofar as reasonably possible, be preserved in the condition in which the suspected issue was discovered.
8. Customers are therefore encouraged not to carry out further colouring, cutting, chemical treatments or other substantial modifications before SeBella Luxe Hair has had a reasonable opportunity to assess the reported issue.
9. Nothing in this Article restricts any mandatory Consumer right.

Article 13 — Complaints, Conformity and Product Assessment

13.1 Our Commitment

SeBella Luxe Hair takes the quality of its Products seriously. Every genuine quality concern will be considered carefully, professionally and individually.

13.2 Reporting a Concern

1. If a Customer believes that a Product does not conform to the Agreement, the Customer should inform SeBella Luxe Hair within a reasonable period after discovering the issue.
2. To allow SeBella Luxe Hair to understand and assess the matter efficiently, the Customer may be asked to provide information including:
• the order number;
• a clear description of the concern;
• photographs;
• videos;
• information regarding installation;
• the hair-care routine;
• Products used on the hair;
• heat or styling methods applied; and
• details of any colouring or chemical treatments.
3. Only information reasonably relevant to assessing the complaint will be requested.

13.3 Inspection

4. Where visual information is insufficient for a proper assessment, SeBella Luxe Hair may reasonably request that the Product be returned for physical inspection.
5. Where the complaint concerns a complete set or where individual components cannot reasonably be assessed in isolation, SeBella Luxe Hair may request return of the relevant complete set if reasonably necessary.
6. SeBella Luxe Hair may require the information or Product reasonably necessary to investigate the complaint before reaching a final conclusion.

13.4 Preserving the Product

7. If a Customer believes a Product may contain an original defect, the Customer is encouraged, where reasonably possible, to avoid further:
• bleaching;
• colouring;
• toning;
• cutting;
• chemical processing; or
• significant alteration

until SeBella Luxe Hair has had a reasonable opportunity to assess the Product.

13.5 Assessment

8. Every quality complaint will be assessed on its individual circumstances.
9. Relevant circumstances may include:
• the nature of the Product;
• the product description;
• the expected characteristics of natural human hair;
• information supplied by the Customer;
• care and maintenance;
• installation;
• Products used;
• chemical treatments;
• heat treatment;
• the period and intensity of use; and
• where applicable, the outcome of a physical inspection.
10. SeBella Luxe Hair aims to acknowledge quality complaints within two working days.
11. Where further investigation is required, the Customer will be informed accordingly and, where reasonably possible, provided with an indication of the next steps.

13.6 Statutory Remedies

12. If a Product does not conform to the Agreement, the Consumer shall be entitled to the remedies available under applicable Consumer law.
13. Depending on the circumstances and applicable legal requirements, these may include repair, replacement, price reduction or termination of the Agreement.
14. Nothing in these General Terms and Conditions limits a Consumer's mandatory statutory rights relating to conformity.

Article 14 — Use, Care and Treatments by Third Parties

1. Premium human hair requires appropriate care to preserve its beauty, softness and longevity.
2. Customers are advised to follow the care and maintenance instructions supplied by SeBella Luxe Hair or published on the webshop.
3. The appearance, performance and lifespan of human hair Products may be influenced by factors including:
• washing frequency;
• shampoo and conditioner;
• oils and styling Products;
• brushing;
• heat;
• installation technique;
• sleeping habits;
• swimming;
• humidity;
• climate;
• water quality;
• chemical treatment; and
• intensity of wear.
4. Treatments carried out after delivery can materially change the structure, colour and condition of human hair.
5. This particularly applies to:
• bleaching;
• colouring;
• toning;
• purple or silver shampoo;
• perming;
• relaxing;
• keratin treatments;
• protein treatments;
• chemical straightening;
• excessive heat;
• cutting;
• lace tinting;
• sealing;
• customisation;
• installation; and
• removal.
6. SeBella Luxe Hair cannot guarantee the outcome of treatments or services performed by the Customer, a hairstylist, salon, installer or other third party.
7. Such treatments are therefore undertaken at the Customer's own discretion and risk, without prejudice to any mandatory legal rights relating to an original lack of conformity.
8. Where alterations make it impossible to objectively determine the Product's original condition, this may affect the ability to establish the cause of a reported issue.

Article 15 — Liability

1. Nothing in these General Terms and Conditions excludes or limits liability where such exclusion or limitation would be prohibited by mandatory law.
2. SeBella Luxe Hair shall remain responsible for its obligations under applicable Consumer law.
3. To the extent permitted by law, SeBella Luxe Hair shall not be liable for indirect or consequential losses resulting from circumstances for which SeBella Luxe Hair is not legally responsible, including:
• lost income;
• loss of turnover;
• missed appointments;
• salon charges;
• installation charges;
• removal charges;
• reinstallation charges;
• hairstylist fees;
• travel expenses; or
• losses resulting from third-party treatments or services.
4. SeBella Luxe Hair cannot accept responsibility for the cosmetic or technical outcome of bleaching, colouring, toning, chemical processing, installation, removal or other treatments that were not performed by or under the responsibility of SeBella Luxe Hair.
5. Where liability may lawfully be limited, any limitation shall apply only to the maximum extent permitted by applicable law.
6. The Customer is requested to document and report alleged damage within a reasonable period so that the circumstances can be properly assessed.

Article 16 — Force Majeure

1. SeBella Luxe Hair shall not be responsible for a delay or failure to perform an obligation where performance is prevented by circumstances beyond its reasonable control, to the extent recognised under applicable law.
2. Such circumstances may include:
• serious carrier disruption;
• supplier disruption;
• transport interruption;
• strikes;
• natural disasters;
• war or civil unrest;
• government measures;
• epidemics or pandemics;
• major network or system failures;
• payment infrastructure failures; or
• other exceptional external events beyond the reasonable control of SeBella Luxe Hair.
3. During a force majeure event, the affected obligations may be suspended for the duration of the event to the extent reasonably necessary.
4. Where continued performance becomes impossible or cannot reasonably be required, the Agreement may be terminated in whole or in part to the extent permitted by applicable law.
5. Mandatory Consumer rights remain unaffected.

Article 17 — Fraud, Abuse and Manipulation of Evidence

1. SeBella Luxe Hair is committed to maintaining a fair, secure and trustworthy shopping environment for all Customers.
2. SeBella Luxe Hair therefore reserves the right to investigate objectively justified suspicions of:
• fraudulent transactions;
• return abuse;
• chargeback abuse;
• product substitution or switching;
• deliberate damage;
• falsified documents;
• materially manipulated photographs or videos;
• misleading screenshots; or
• other intentionally deceptive conduct.
3. Where there is a reasonable and substantiated basis for investigation, SeBella Luxe Hair may, to the extent permitted by law:

a. request reasonable additional verification;
b. inspect the Product or returned shipment;
c. temporarily suspend processing of a disputed claim while relevant facts are investigated;
d. cooperate with payment providers, carriers, insurers or competent authorities;
e. refuse future transactions where objectively justified; and
f. seek recovery of proven losses or damages where legally permitted.

4. Any investigation shall be conducted proportionately and shall not restrict the statutory rights of a bona fide Consumer with a legitimate complaint.

Article 18 — Intellectual Property and Website Use

1. The SeBella Luxe Hair name, branding, logos, website content, photographs, videos, written materials, product descriptions, graphics, designs and other creative content are protected by intellectual property rights.
2. These rights belong to SeBella Luxe Hair or its respective licensors unless expressly stated otherwise.
3. Content from the webshop may not be reproduced, copied, commercially exploited, distributed or materially modified without prior permission where such permission is legally required.
4. Purchasing a Product does not transfer any intellectual property rights to the Customer.

Article 19 — Privacy

1. SeBella Luxe Hair respects the privacy of its Customers and processes personal data in accordance with applicable data-protection legislation.
2. Personal data may be processed where reasonably necessary for purposes including:
• processing orders;
• arranging payment;
• delivery;
• Customer service;
• returns;
• fraud prevention;
• legal compliance; and
• other purposes explained in the Privacy Policy.
3. Further information regarding the collection, use, retention and protection of personal data is available in the Privacy Policy published on the webshop.
4. Information concerning cookies and comparable technologies is available in the Cookie Policy.

Article 20 — Amendments, Applicable Law and Disputes

1. SeBella Luxe Hair may amend these General Terms and Conditions from time to time, for example to reflect changes in legislation, business operations, Products or services.
2. Amendments shall not retrospectively alter Agreements already concluded to the detriment of a Consumer unless applicable law expressly permits this.
3. Agreements with SeBella Luxe Hair shall be governed by Dutch law.
4. Where SeBella Luxe Hair directs its activities to a Consumer residing in another country, the choice of Dutch law shall not deprive that Consumer of any mandatory protection afforded by the law that would otherwise apply to them.
5. The parties are encouraged to attempt to resolve any complaint or disagreement directly and amicably wherever reasonably possible.
6. If a dispute cannot be resolved, it may be submitted to the competent court in accordance with the applicable statutory rules.
7. Nothing in these General Terms and Conditions limits or excludes any mandatory rights available to a Consumer under applicable law.

SeBella Luxe Hair

Luxury begins with quality — and continues with care.

For questions regarding your order, product selection, returns or aftercare, please contact SeBella Luxe Hair using the contact information provided on our webshop.

SeBella Luxe Hair — Purmerend, The Netherlands