Terms of service
Terms of Use
Welcome to CurlyViva.com. Our website provides services to you subject to the notices, terms, and conditions outlined in this agreement. By using our services, you agree to adhere to the rules, guidelines, policies, and terms relevant to those services. CurlyViva.com reserves the right to modify this site and these terms at any time.
Before proceeding, please read this agreement carefully. Your access, browsing, or use of the Site indicates your acceptance of all terms and conditions stated herein.
You must not upload, distribute, or publish any content, information, or materials on this Site that (a) contains harmful code such as bugs, viruses, worms, or Trojan horses; (b) is libellous, threatening, defamatory, obscene, pornographic, discriminatory, or could lead to civil or criminal liability under UK law or any other applicable laws; or (c) infringes upon the copyrights, trademarks, patents, service marks, trade secrets, or other proprietary rights of any individual or entity.
CurlyViva may provide you with an account ID and password to access certain areas of this Site. By using your password or ID, you confirm your authorization to access the Site in accordance with these terms, and CurlyViva has no obligation to investigate the source of any access or use.
By accepting these Terms of Use through your usage of the Site, you certify that you are over 18 years of age. If you are under 18, please use this Site only under the supervision of a parent or legal guardian. Subject to these terms, CurlyViva grants you a limited, revocable, non-transferable, and non-exclusive license to access and use the Site for personal purposes, not for commercial gain or on behalf of a third party, unless explicitly permitted by CurlyViva in advance. Any violation of this Agreement may result in the immediate revocation of this license without notice.
Unless specifically authorized by CurlyViva in advance, all materials on this Site—including images, text, designs, icons, photographs, videos, and other content (collectively, the "Contents")—are intended for personal, non-commercial use only. You may not make any commercial use of the information on the Site or use the Site for the benefit of another business. CurlyViva reserves the right to refuse service, terminate accounts, and/or cancel orders at its discretion, particularly if it believes customer conduct violates applicable laws or is detrimental to its interests.
You are solely responsible for all access to and use of this Site by anyone using your assigned account information, regardless of whether such access was authorized by you, including all communications and obligations incurred through that access. You are responsible for maintaining the confidentiality of your password and account ID and must notify CurlyViva immediately of any unauthorized use of your password or account or any breach of Site security.
CurlyViva respects intellectual property rights. If you believe there has been a copyright infringement regarding any image, please contact us, and we will promptly review and address the issue.
---
User Account
For safety and security, each customer is permitted to create only one registered account. CurlyViva reserves the right to suspend accounts that attempt to create multiple registrations without notice.
Both parties agree that once an order is dispatched, transportation is the sole responsibility of the third-party logistics provider. At this point, full ownership of the purchased items belongs to the customer, and all liability and risk during transport are assumed by the customer.
In compliance with UK customs regulations, customers must provide valid and accurate information. All consignee names, addresses, and payer names must be correct. Some countries may require that the consignee submit their ID or passport for package clearance or payment verification. It is the customer’s responsibility to ensure the accuracy of the data provided to us. CurlyViva will not be liable for any issues arising from incorrect information that prevents shipment, delivery, or customs clearance, and no compensation will be offered in such cases.
CurlyViva complies with the law and reminds users to do the same. As importers, customers are responsible for adhering to all regulations and laws in their home countries. For further details, please refer to our privacy policy.
---
Collection of Personal Data
To provide you with personalized product recommendations, efficient customer service, and timely notifications, we collect some information you provide during your visits to our site, including your name, email address, gender, IP address, device information, billing and shipping addresses, phone number, language preference, and merchandise category interests.
At CurlyViva.com, we take your privacy seriously and are committed to protecting your personal information. We implement technical and organisational measures to safeguard your data against loss, manipulation, and unauthorized access. Our security measures are updated regularly to keep pace with technological advancements. Your data is secured using encryption via Secure Sockets Layer (SSL), ensuring that all information transmitted between you and us, including payment details, cannot be accessed by external parties.
---
Use of Personal Data
We collect personal information you voluntarily provide to us and process it for the following purposes:
- To create your personal account on CurlyViva.com
- To complete transactions with you
- To contact you regarding any delivery issues
- To communicate market trends and promotions, provided you have subscribed
- To understand your needs and preferences for personalized product recommendations
- To develop, enhance, and market services that meet your needs
- To manage exchanges or returns
- To improve our services and respond to your requests or complaints
Communication and Notifications:
For automatically generated emails, SMS, and app push notifications, we may send confirmations after you register with CurlyViva, as well as necessary service notifications—such as order confirmations, address changes, payment confirmations, delivery notices, or logistics updates.
We recommend that you do not unsubscribe from these notifications, as they are closely related to your orders. If you choose to delete your account, these communications will cease.
For manually sent emails, SMS, and app notifications, we will provide updates on personalized products, services, discounts, shopping tips, maintenance advice, or service policy updates that may interest you.
---
Right to Opt-Out
To delete your account: CurlyViva is committed to providing high-quality products and services. If you wish to remove all your information from our website, we respect your choice and will cooperate fully. Please contact CurlyViva customer service, and we will respond within 48 hours. All your information will be completely deleted from our server.
If you no longer wish to receive promotional communications from us, you may opt-out at any time by clicking the "unsubscribe" link at the bottom of each email. You can also unsubscribe from SMS by emailing our customer service at service@curlyviva.com (mailto:service@curlyviva.com).
---
Order Acceptance
Please note that we reserve the right to cancel orders at our discretion. CurlyViva.com may refuse or cancel any order for any reason, including limitations on available quantities, inaccuracies in product or pricing information, or concerns identified by our credit and fraud prevention teams. Additional verification or information may be required to process any order. We will contact you if any part of your order is canceled or if more information is needed to accept your order.
CurlyViva is not responsible for delayed deliveries related to special occasions, such as birthdays. We encourage customers to place orders in advance to ensure timely delivery.
All orders marked "delivered" by shipping companies are treated as delivered. CurlyViva.com cannot be held liable for non-delivery in such cases.
---
Packing
Unless stated otherwise, our company adheres to its minimum packing standards for the chosen shipping method. Any special packing, loading, or bracing requested by the buyer will be at the buyer's expense. All packing and shipping costs for the buyer's special requirements will be the responsibility of the buyer.
---
Transportation
Unless otherwise stated, our company will determine the carrier and routing at its discretion. CurlyViva shall not be liable for delays or additional transportation charges resulting from this selection.
---
Payment Terms
All payments are required upfront. Discounts apply only to the net value of materials (not to taxes or shipping costs). We accept all major credit cards. Your card will be charged as soon as you place an order online. We have a zero-tolerance policy for credit card fraud and theft. Any fraudulent purchases will be prosecuted to the fullest extent of the law. If your billing address differs from your shipping address, you will need to complete a credit card authorization form and provide documentation before your order is released. A representative will contact you promptly if this is required, which may delay shipping.
If the buyer fails to pay as agreed or violates any terms, CurlyViva may at its discretion cancel any unshipped portion of the order while remaining liable for unpaid accounts.
---
Order Processing
Our business hours are Monday to Friday, from 8:00 am to 6:00 pm (GMT). Orders placed on weekends will be shipped first thing on Monday unless there is a public holiday. Once shipped, orders arrive within the selected time frame at checkout.
---
Taxes and Import/Export Licenses
Prices quoted do not include taxes. Taxes will be paid by the buyer upon invoicing from CurlyViva unless the buyer provides a valid exemption certificate acceptable to the taxing authority or unless we are legally prohibited from collecting said taxes. Import or export licenses must be secured by the buyer.
---
Color & Texture Disclaimer
Since we supply unprocessed virgin hair, it comes in natural shades (e.g., Off Black). Hair coloring will be effective, but we recommend it be performed by a professional stylist.
Virgin human hair is unique, and no two hair strands are alike. Our images give you an idea of our textures, but you may notice some variation between the pictures and the hair you receive. This uniqueness is a part of the charm of premium quality virgin hair.
[Warning] Refunds and exchanges will not be issued for dissatisfaction with texture or color!
---
Returns
At CurlyViva, we take pride in our products, which are guaranteed 100%. If you believe a product is defective, please reach out within 15 business days of receiving it. We will address quality concerns immediately. A customer service representative will provide you with return instructions.
Customers are responsible for the costs associated with returning items to our distribution center. If we verify that the product is defective, we will exchange or replace it. If you opt for an exchange of a higher value, you will be responsible for the additional costs. We will cover the shipping cost for the exchanged/new item back to you. If we do not validate the defect, we will return the item to you without an exchange at our expense. Please note that we will not accept altered items.
---
Exchanges
CurlyViva may exchange products at its discretion under the following conditions:
- Requests must be made within 15 business days of receiving the product(s). Any exchange requests made after 15 days will not be honored.
- We will not accept merchandise that has been used or altered (brushed, combed, cut, or washed) in any way.
- According to UK law, human hair products cannot be returned once used, and we adhere to strict hygiene policies regarding hair returns. Items must be returned in their original, resalable condition.
- Exchanges must be for items of equal or greater value. No refunds will be permitted.
- The customer must return the unwanted product at their own expense, ideally using a carrier that provides tracking and delivery confirmation, as we are not responsible for lost packages. Once we receive your returned product, we will examine it thoroughly. If it is unused and in its original condition, we will process the exchange.
---
Reviews and Submissions
Except as otherwise provided in this Agreement or on the site, anything you submit or post to CurlyViva.com—including ideas, comments, suggestions, or reviews—will be treated as non-confidential and non-proprietary. By submitting or posting, you grant CurlyViva the right to use, copy, display, publish, and transmit such submissions for any purpose.
You warrant that your submissions do not infringe any intellectual property rights or result in third-party claims. CurlyViva assumes no liability for any copyright misuse by you. You agree to indemnify CurlyViva against any losses stemming from your submissions.
With the exception of your personal information, any communication you send to CurlyViva—electronically or otherwise—may be used by CurlyViva for any purpose, including modification, reproduction, or publication.
---
Force Majeure
CurlyViva shall not be liable for failure to perform its obligations due to events beyond its control, including acts of God, civil or military authority, fires, wars, riots, and delays in transportation. If certain quantities are affected, those specific orders may be eliminated without liability, while the remainder of the agreement shall remain unaffected. In the event of shortages, CurlyViva may allocate its supply in a manner deemed fair and reasonable.
---
CurlyViva reserves the right to cancel or change any program without notice at any time.
Note: If you have questions or need further clarification about our Terms and Conditions, please contact us by phone or email.