Something not quite right? No problem! Your satisfaction is really important to us. That’s why we’ve set out our refund policy below. To find out more please read our Privacy Policy and Terms & Conditions.
Shorelocks is committed to providing services with reasonable care and skill. If you have any concerns regarding your service, please notify us as soon as possible.
Reporting a Concern
Any concerns regarding a service must be reported to Shorelocks within 48 hours of the appointment. This allows us a fair and reasonable opportunity to assess the issue while the service outcome is still current.
Concerns raised outside of this 48-hour period may affect our ability to properly investigate the matter.
Assessment of Concerns
Where a concern is raised, the client may be required to return to the salon for an in-person assessment. This enables Shorelocks to properly review the service outcome and determine whether the concern is valid.
Photographs alone may not be sufficient to assess a complaint, as lighting, angles, hair condition, or subsequent styling can affect appearance.
Failure or refusal to return to the salon within a reasonable timeframe for assessment may result in the complaint being unable to be fully investigated and therefore not upheld.
Opportunity to Remedy
Shorelocks must be given a reasonable opportunity to assess and, where appropriate, correct any service before a refund will be considered. This is in accordance with the Consumer Rights Act 2015.
If a client declines a reasonable offer of corrective work, Shorelocks may be unable to resolve the matter and refund consideration may not be possible.
Investigation Process
All complaints will be reviewed in line with this policy. This may include:
- Review of consultation records and service notes
- Review of photographs (where appropriate)
- Discussion with the stylist(s) involved
- In-salon assessment where required
Following investigation, Shorelocks will make a final decision as to whether the complaint is upheld and whether any remedy is appropriate.
Refund Consideration
Refunds are not automatic and will only be considered where it is determined that the service was not carried out with reasonable care and skill, in accordance with the Consumer Rights Act 2015.
Where appropriate, Shorelocks may offer corrective work (repeat performance) instead of issuing a refund.
Additional Costs
Shorelocks does not cover associated or incidental costs incurred by attending the salon, including but not limited to travel expenses, parking, loss of earnings, or other personal costs. The remedies available under this policy relate only to the service provided.
Work Altered After Appointment
If the service has been altered, corrected, or treated by another salon or individual before Shorelocks has had the opportunity to assess it, the complaint may be unable to be properly investigated and may therefore not be upheld. In such circumstances, refund consideration may not be possible.
This policy does not affect your statutory rights
Retail Products
Retail products are covered by the Consumer Rights Act 2015.
If a product is faulty, damaged, or not as described, please notify Shorelocks within 14 days of purchase and return the item with proof of purchase where possible.
We may offer a replacement, repair, or refund depending on the nature of the fault.
We are unable to accept returns or offer refunds for products that have been opened, used, or not stored according to manufacturer instructions unless they are faulty.
For hygiene reasons, certain items (including opened haircare, brushes, and accessories that come into contact with skin or hair) cannot be returned unless faulty.
This does not affect your statutory rights.
Gift Vouchers
Gift vouchers:
- Are non-refundable and cannot be exchanged for cash
- Must be presented at the time of appointment
- Cannot be replaced if lost, stolen, or damaged
- Are valid for 12 months from date of purchase unless otherwise stated
No change will be given, however any remaining balance can be used towards future services within the validity period.
Gift vouchers may be used against services and retail products but have no monetary value after the expiry date.
This does not affect your statutory rights.