Refund Policy

1. Hairdressing Services

1.1 Service Satisfaction

Your satisfaction with our hairdressing services is our priority. If you are not completely satisfied with the service you received, please follow these steps:

• Inform us of your concerns before leaving the salon if possible, or within 7 days of your appointment
• Provide specific details about why you are dissatisfied with the service
• We will offer to correct the issue free of charge within 14 days of your original appointment

If we are unable to correct the issue to your satisfaction, we may offer a partial or full refund at our discretion, depending on the nature of the complaint and the service provided.

1.2 Conditions for Service Refunds

Refunds for services are considered under the following conditions:

• The service result significantly differs from what was agreed upon during consultation
• A technical error or issue occurred during the service that affected the final result
• You experienced an adverse reaction to products used during the service, despite informing us of any known allergies or sensitivities
• The service was performed by a stylist with different qualifications or experience level than booked

Please note that refunds are not typically offered for:

• Changes in preference after the service is completed
• Minor variations that are within the normal range for the service
• Issues arising from failure to disclose relevant information about your hair history or condition
• Services where you declined a patch test when recommended

1.3 Appointment Cancellations and Deposits

Our cancellation policy for appointments is as follows:

• More than 24 hours' notice: Full refund of any deposit paid
• Less than 24 hours' notice: Deposit is non-refundable, but may be transferred to a rescheduled appointment at our discretion
• No-shows: Deposit is non-refundable and full payment for the service may be required for future bookings

For appointments without deposits, cancellations with less than 24 hours' notice or no-shows may result in a cancellation fee equal to 50% of the service price for future bookings.

2. Product Purchases

2.1 Return Conditions for Products

We accept returns of unused, unopened products under the following conditions:

• The product is returned within 14 days of purchase
• The product is in its original, unopened packaging
• You provide the original receipt or proof of purchase
• The product has not expired and is in resalable condition

2.2 Defective or Damaged Products

If you receive a defective or damaged product:

• Contact us within 7 days of receiving the product
• Provide a description of the defect or damage, and if possible, photos
• We will offer a replacement product or a full refund at our discretion

2.3 Allergic Reactions to Products

If you experience an allergic reaction to a product purchased from us:

• Discontinue use of the product immediately
• Seek medical attention if necessary
• Contact us within 7 days of the reaction
• We will typically offer a full refund upon return of the product, even if opened

We may request medical documentation in some cases to process the refund.

2.4 Products Exempt from Returns

The following products cannot be returned unless they are defective:

• Products that have been opened, used, or tampered with
• Personal hygiene items for health and safety reasons
• Custom-formulated or specially ordered products
• Products marked as final sale or clearance items

3. Gift Vouchers and Packages

3.1 Gift Vouchers

Our policy regarding gift vouchers is as follows:

• Gift vouchers are valid for 12 months from the date of purchase
• Gift vouchers are non-refundable once purchased
• Gift vouchers cannot be exchanged for cash
• Lost or stolen gift vouchers cannot be replaced
• Expired gift vouchers cannot be honored or refunded

In exceptional circumstances, we may extend the validity of a gift voucher at our discretion.

3.2 Service Packages

For pre-paid service packages or bundles:

• Packages are valid for the period specified at the time of purchase
• Unused services within a package are non-refundable after the validity period
• Partial refunds for unused services may be considered within the validity period, subject to a 20% administration fee
• Services within a package cannot be exchanged for other services unless specified at the time of purchase

4. Online Bookings and Payments

4.1 Online Booking Cancellations

For appointments booked through our online booking system:

• You may cancel or reschedule your appointment through your online account or by contacting us directly
• The standard cancellation policy applies (see section 1.3)
• Technical issues preventing successful booking will not result in any charges

4.2 Online Payment Refunds

Refunds for online payments will be processed as follows:

• Refunds will be issued to the original payment method used for the transaction
• Credit/debit card refunds typically appear within 5-10 business days, depending on your card issuer
• Bank transfer refunds may take 3-5 business days to process

5. Refund Processing and Timeframes

5.1 Refund Methods

Refunds will be processed using the original payment method whenever possible:

• Credit/Debit Cards: Refunded to the original card used for payment
• Cash Payments: Refunded in cash or by bank transfer, at our discretion
• Gift Vouchers: Refunded as store credit or replacement voucher
• Bank Transfers: Refunded via bank transfer to the account specified by you

5.2 Processing Timeframes

Once a refund is approved, the processing timeframes are as follows:

• In-store refunds: Processed immediately for cash, or within 24 hours for card payments
• Online refunds: Processed within 2-3 business days
• Bank transfer refunds: Processed within 3-5 business days

Please note that while we process refunds promptly, the time it takes for the refund to appear in your account depends on your payment provider or bank and may take 5-10 business days.

6. How to Request a Refund

6.1 For Services

To request a refund for a service:

1. Contact us as soon as possible after your appointment
2. Explain your concerns in detail, and if possible, provide photos
3. Our team will assess your request and may ask you to come in for a consultation
4. We will offer a solution (correction, partial refund, or full refund) based on our assessment

6.2 For Products

To return a product and request a refund:

1. Contact us within the timeframe specified in section 2.1
2. Return the product to our salon in its original condition and packaging
3. Present your proof of purchase (receipt, order confirmation, etc.)
4. Specify your preferred refund method

6.3 Contact Information for Refund Requests

You can submit your refund request through any of the following channels:

• In Person: Visit our salon during business hours
• Phone: Call us at +44 894 566 8634
• Email: Send your request to [email protected]
• Contact Form: Submit a request through the contact form on our website

Please include the following information in your request:

• Your full name and contact information
• Date of service or purchase
• Description of the service or product
• Reason for the refund request
• Your proof of purchase if available

7. Exceptions to the Refund Policy

7.1 Exceptional Circumstances

We recognize that exceptional circumstances may sometimes require exceptions to our standard refund policy. These will be evaluated on a case-by-case basis and may include:

• Medical emergencies (with appropriate documentation)
• Bereavement or family emergencies
• Extreme weather conditions or natural disasters
• Unexpected salon closures or stylist unavailability

In such cases, we may offer more flexible refund terms or the option to reschedule without penalty.

7.2 Special Promotions

Services or products purchased as part of special promotions, discounts, or limited-time offers may have different refund terms. These will be clearly communicated at the time of purchase or booking.

8. Consumer Rights

This Refund Policy does not affect your statutory rights. Under UK consumer law, you have certain rights regarding goods and services that:

• Are of satisfactory quality
• Are fit for purpose
• Match their description

If your purchase does not meet these standards, you may be entitled to a repair, replacement, or refund regardless of our refund policy.

For more information about your consumer rights, you can visit www.gov.uk/consumer-protection-rights or contact the Citizens Advice Consumer Service at 0808 223 1133.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically to stay informed about our refund terms.

The date at the top of this policy indicates when it was last updated.

10. Contact Us

If you have any questions or concerns about our Refund Policy, please contact us at:

Our team is available to assist you with any refund or cancellation inquiries during our business hours:

• Monday to Friday: 9:00 AM - 6:00 PM
• Saturday: 10:00 AM - 4:00 PM
• Sunday: Closed