Returns

At RU&CO we take a client-centred approach to evertyhing we do – whether in-salon or online. We always do our best to see that you are happy.

We will, of course, meet our obligations under the Consumer Guarantees Act

Change of Mind

Your Rights
Under the Consumer Guarantees Act, you are not entitled to any remedy if you change your mind, your circumstances change, oryou find cheaper products elsewhere

Our Policy
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.

If you bought through our online store, it must be returned to us at:

7 Burdale Street
Riccarton, 8011

If you bought from one of our salons, it must be returned to the salon from which you bought it.

In all instances proof of purchase is required, postage is not covered by this policy, and items on sale are expressly excluded.

Faulty Item

Your Rights
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.

Our Policy
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.

To be eligible for repair or replacement, you must contact us immediately you notice the fault with a detailed description of the fault.

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 from which you bought it.

In all instances proof of purchase is required.

Not liking a product is not necessarily a “fault”

Incorrect or damaged Items

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

Your Rights
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.

Our Policy
In the case of hair care products, where a product we sell is damaged in transit, or we send you the wrong product, contact us within 14 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.

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.

Proof of purchase

To be eligible for any remedy under these policies, a proof of purchase is required

Services

Your Rights
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. If you are not happy with the service, you can ask us to fix it for free. If we refuse or are unable to fix it you can get someone else to fix it and claim the cost from us.

Our Policy
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 (at any of our salons) fix it.

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.

Refunds

Where the only viable remedy available is a refund, the method of refund will depend on your initial payment method.

If you paid by cash or credit/debit card your refund will be by direct credit to your nominated New Zealand bank account.

Refunds will be processed within 3 working days of our offer of a refund.

We do not give cash refunds or refund to your credit card under any circumstances.

If you paid by one of the Buy Now Pay Later methods, your refund will be made through that service. We will process the refund within 3 working days of our offer of a refund, and the BNPL service will reflect the refund in line with their terms of use.

Make a return claim

  1. Contact Us
    To request a return, fill out the form below

  2. We will respond
    We will get back to you by the end of the next working day letting you know how to return your item to us

  3. Return your item
    Either pack and send your item to us or bring it to the salon you bought it from

  4. Claim assessed
    Once we have received your return, we will assess your claim and process any exchange or credit within 3 working days.

    We will be in touch as soon as your return is complete.

Return Form

Please DO NOT return anything to us before hearing back from us