What should I do if goods have been ordered in error or are not as expected?
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Returning goods bought online is not a problem, all we ask is they're returned within 28 days of delivery, unused, in perfect condition and in their original packaging. Goods returned to us that do not meet these requirements will be sent back to you at your cost (normally our standard delivery charge). The original delivery charge cannot be refunded.
Due to health and safety regulations, we cannot accept returns (subject to our discretion) of the following products if the packaging has been opened:
-Hairbrushes & accessories
Please note returns can take between 7-10 days to be processed and a refund issued
What should I do if I receive a damaged or incorrect item?
We have high standards when it comes to packaging your order however in rare cases mistakes, do occur. In cases where incorrect/damaged goods are received, or goods listed on the delivery note are missing please inform us within 48 hours of delivery. You can contact us via email on firstname.lastname@example.org or via phone on 020 3475 8869.
We will review each case individually when considering the return of the product; in some cases, we may require further information such as pictures so we can choose the best course of action. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. In order to do this, we ask that you contact us via email email@example.com or via phone on 020 3475 8869. Please provide details of the fault and where possible attach pictures to your message
If a fault has developed within the manufacturer’s warranty period, a repair, exchange, or refund (including the original delivery charge where applicable) will be offered once the manufacturing fault has been confirmed.
In cases where the fault (or cause of the fault) is not apparent we reserve the right to send the item for testing. This will usually be carried out by the manufacturer and their response will be required before any actions can be taken. We will notify you of the outcome and options available. If a manufacturing fault is not found the item will be sent back to you at your cost (normally our standard delivery charge).
How do I arrange a return?
Please contact us via email on firstname.lastname@example.org or call us on 020 3475 8869 to arrange your return. We will need to know your order number, the item you want to return and the reason for return. Please package the item securely and ensure the invoice is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches us. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
-If we sent you the wrong item
-If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
You have 14 days from the day you place your order to cancel your order. This is our 14-day cancellation period. This needs to be done in writing to email@example.com or via phone 020 3475 8869. The full purchase price along with the standard delivery charge will be refunded. If you decide to return only some part of the order, then you may not be entitled to a refund of the delivery charge.
Our returns address:
Hair & Beauty Depot
Unit 2, Victoria Road