We all make mistakes, you may have chosen the wrong comb. The most important thing is to let us know immediately. You can email our customer care team [firstname.lastname@example.org]. Please ensure you include your name, address and order number.
When you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty. Our cooling off period is 14 days, which includes any statutory cooling off period. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
We require you to inform us of your wish to return a product. We will then issue you with a Returns Authorisation Number.
If you are returning your item because you have changed your mind, or the item is unsuitable, you will be required to return the product at your own cost to us. You are responsible for ensuring that the product arrives safely to us, so we strongly recommend that you return the product by recorded post. We will not be responsible for any loss or damage to products whilst being returned to us.
Our promise to replace the item or refund your money does not apply if the returned item has faults or damage caused by accident, neglect or misuse whilst in your possession or during the return to us.
Delivery charges paid by you are non-refundable. Products that are given free, as part of an offer, cannot be exchanged or refunded unless the full transaction is returned.Please note that due to hygiene reasons, your purchase(s) must be unused, returned in the original packaging and in a saleable condition. Upon return, all items are inspected by our customer services team before your refund is processed.
We cannot accept hair products back where the seals have been removed/tampered with or which are in a condition which indicates the product may have been used, unless faulty. For this reason, we also reserve the right to withhold refunds until we have been able to verify that the product is unused. The Consumer Contracts Regulations 2013 states “consumers will lose their right to cancel if they unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons”. If the buyer removed hygiene seals against instructions to the contrary, they are likely to be deemed to have 'accepted' the goods and are not entitled to a refund or cancel the contract.