OUR RETURNS POLICY

Our returns policy must be read in conjunction with our terms and conditions of sale. We reserve the right to change our returns policy at any time.

Please ensure that you check all items within your order upon receipt and before use. You will need to notify us immediately of any errors or issues.

RIGHT TO RETURN OR EXCHANGE

We accept returns and exchange requests within 14 days of receipt of your goods without any reason required. Any items being returned or exchanged must be unopened, still in any original packaging, and in saleable condition with any retail seals unbroken.

Before attempting to return an order, please email our customer service team on contactus@thehairconsult.com to request a returns authorisation number, without which your return may take longer to process.

We will reimburse all payments received from you for your return, including the cost of standard delivery (please note that customers selecting non-standard delivery options will be reimbursed only for standard delivery). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will reimburse you without undue delay and not later than 14 days from the date we receive any goods returned by you or from the date you provide evidence that you have returned the goods. If no goods were supplied, we will reimburse you no later than 14 days from the date on which we are informed about your decision to cancel your purchase.

Any reimbursement will be made using the same payment form used for the initial transaction, unless both parties have expressly agreed otherwise.

If you request a exchange and the replacement product is no longer available, we will process a refund back to the original account used to purchase the item.

ARRANGING A RETURN

Please email us at contactus@thehairconsult.com stating your order number, the product or products you would like to return, and the reason for return. If any products in your order were incorrect or arrived damaged or faulty, please send photos with your email. We will then provide you with a personalised returns authorisation number and any information required to arrange the return.

Please package the item securely and ensure the returns authorisation number is included in the package. Remember to ask for a free proof of postage receipt from your delivery service – without this we may not be able to process your refund or replacement if your package is lost in transit. The package will remain your responsibility until it is received by us, so please ensure that you use a delivery service that insures you for the value of the goods.

DEALING WITH INCORRECT, DAMAGED OR FAULTY ITEMS

Please accept our apologies if you have received an incorrect item or a damaged or faulty product. Despite our high standards with packaging and product control, mistakes may occur on rare occasions.

Please email us at contactus@thehairconsult.com using the returns procedure outlined above, attaching photos where possible. A member of our team will provide the best resolution to resolve your query. We undertake to resolve your issue quickly and with minimal inconvenience to you.

If your goods have been damaged during transit, please accept them and contact us immediately, as refusal may result in a delay of the parcel being returned.

If you are reporting a fault with a GHD product, please contact GHD directly at www.ghdhair.com/customer-care/returns. If you are reporting a fault with a L'Oreal Professionnel Steampod product, please contact L'Oreal Professionnel directly at http://www.rowenta.co.uk/repairs.

POSTAGE COSTS TO RETURN AN ITEM

We will refund your postage costs for items being returned due to our error, such as where we sent you the wrong item or if the item arrived damaged or faulty.

Where you are returning items that are unwanted or no longer required, or where you return any item due to reported damage or fault but no damage or fault is found on its return, we will not refund the return postage costs. We recommend that you use a delivery service that insures you for the value of the goods.

YOUR STATUTORY RIGHTS

Please note that our returns policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.gov.uk/consumer-protect.