Returns & Refunds
We will, of course, meet our obligations under the Consumer Guarantees Act.
Some items are expressly excluded from our returns policy. These items include:
- Gift Certificates and Vouchers
- Service Concessions & Pre-Paid Service Vouchers
- Clearance items (apart from damaged – unless sold as damaged – or faulty goods)
Making a Return
Please do not return anything to us without contacting us first.
- Email firstname.lastname@example.org with the reason you would like to make a return. Please include as much detail as possible. Attach any photos and your receipt.
- We will respond to you by the end of the next working day.
- Once we have preliminarily accepted your return claim, pack and return the items to us.
- Within three working days, we will assess your claim and either process any exchange or credit, or return your item if your claim is rejected.
- We will be in touch with the outcome of your claim as soon as it is assessed.
Proof of Purchase
In all instances where you would like to return something to us, proof of purchase is required.
Cost of Return
You are responsible for the cost of returning items to us, except where the product is faulty, damaged or the wrong product was sent to you.
Change of Mind
Under the Consumer Guarantees Act, you are not entitled to any remedy if you change your mind, your circumstances change, or you find cheaper products elsewhere.
If you have a change of mind about something you have bought from us, we are happy to offer you an exchange for a product of equal or lesser value, or store credit.
To be eligible for an exchange or credit, the item you purchased must be returned to us within 7 days of the day you bought it, and must be unused, unopened and in its original wrapping and packaging.
Return shipping is at your cost.
If we sell you a faulty product, you are entitled to a remedy. We may choose to repair the item, replace it, or refund your money. Not liking a product is not a fault.
In the case of hair care products, where one of the products we sell you has a fault we will replace it with the same product.
In the case of electrical appliances, we will return it to the manufacturer for repair or replacement.
If you bought online, we will arrange for the product to be returned to us. If you bought from one of our salons, please return it to the salon at which you bought it.
Incorrect or Damaged Products
If you ordered products from us and we arranged delivery, we are responsible for delivery under the CGA. Products must arrive in acceptable condition and on time. If the products arrive damaged, late, or not at all, you are entitled to a remedy through us.
We take all care to send you the products you ordered so that they arrive with you in tact. If we have sent you something you didn’t order, or your product arrives damaged, we will sort it out for you.
Where a product we sell is damaged in transit, or we send you the wrong product, contact us within 7 days of delivery and we will arrange for the product to be returned to us and a replacement sent.
In the case where you ordered the wrong product, our Change of Mind policy applies.
You have the right to expect that all work done must be at least as good as the work of a competent person with average skills and experience for that type of work.
Our services always begin with a consultation, during which we will agree what can and cannot be accomplished, and we will advise you of the cost of the service before beginning any work.
Please be clear in your expectations, and please listen to your stylist’s advice!
If you are unhappy with the result of your service, please tell us, ideally before you leave the salon.
We will give you the choice of either having your stylist fix the problem themselves, or having another member of the team fix it (at any of our salons).
If, after giving us the opportunity to fix our work, you are still not happy, we will invite you to meet our Salon Director, who will either attempt to fix the problem or offer you a refund of the cost of your initial service.
Where the only viable remedy available is a refund, the method of refund will depend on your initial payment method.
If you paid in-salon by cash or credit/debit card your refund will be by direct credit to your nominated New Zealand bank account. We do not give cash refunds in any circumstances.
If you paid online by debit or credit card, we will refund the card you used to make your purchase. Allow up to 10 days for the refund to appear in your account.
All refunds will be processed within 3 working days of our offer of a refund.