Sometimes things don’t quite work out. We understand and in the unfortunate circumstance that you need to return your course materials, we will make it easy for you.
Returns for Refund
To request a return, please email firstname.lastname@example.org
You can request a return on your course set within 14 days of delivery for a full refund, or exchange, no questions asked. We will class your starting your return when you make contact to request this. Please use USPS tracked for your return to our USA returns address.
You will need to cover the cost of return for refund. USA-customers can return to our USA mailing address which will be emailed to you. For situations where the set has been used, we are not obliged to accept it back under consumer law.
Our policy for changing your mind (which is fine) lasts a generous 60 days from date of delivery to you. If 14 days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange.
Eligibility for Return
So, to be eligible for a return, your items must be unused and in the same condition that you received them. Hair must also be in the original packaging.
Downloadable software products/digital products/courses
Some health and personal care items
To complete your return, we require a receipt or proof of purchase. Your order number and name will do just fine.
To organise a return, please email email@example.com
Do allow us 24hrs to get back to you. It won't affect the 14 day limit. It's best to do this in writing rather than by phone so we can send all the information you need to your email to make it nice and easy.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery (subject to our agreement)
If a kit has a fault it must be notified to us as soon as you first discover it. Then we need to be able to prove that this is a manufacturing issue which was intrinsic to the products when you received them. This is normally easy to ascertain. If this is the case, and you don't want the kit anymore, we can refund you. Again, this only applies to a manufacturing fault. For example, if you were having a go at fitting hair and had a terrible accident, this obviously would not count.
We will replace the kit for you and not charge shipping if there has been a fault.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item safe and sound. We will also notify you of the approval of your refund. If there's a problem with what you sent back (sometimes people have sent us back things we don't sell by mistake. It's nice to get a surprise like this but probably not so great for whoever sent it), we'll talk it over.
If you are approved for a full refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will aim to complete all refunds within 7 days. It sounds like covering ourselves (to be fair, we are) but do bear in mind that the banks dictate the terms - so refund times can vary. It's usually only 3-4 working days from when we press the button to it arriving with you.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. It's amazing how often people check the wrong account.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org and we will look into it our end. In this case we'd massively appreciate it if you kept in touch. Reporting it to your card provider is your choice, but it's much better if we can deal with it and avoid a costly fine!
Sale items (if applicable)
Will also be refunded. No problems there.
Exchanges (if applicable)
We only replace or fix items if they are defective or damaged due to manufacture (although if our courier has inadvertently dropped a washing machine on your parcel this would definitely qualify as something that wasn't your fault). If you need to exchange it for the same, or another item, send us an email at email@example.com and we will send returns instructions.
To return your product, you should mail it back to us. Our packages are fairly small and light, so they do not incur large postal charges when sent through Royal Mail or USPS for our USA customers.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.