Returns & Refunds Policy

Returns Policy for Collective Hairdressing® & Beauty Online Store

At Collective Hairdressing®, we want you to be absolutely delighted with your professional haircare products. If for any reason you're not satisfied with your purchase from our Shopify online store, please review our returns policy below.

Our Commitment: We strive to provide high-quality products and an excellent shopping experience. This policy outlines your rights and our procedures for returns and refunds.


1. Your Right to Cancel (Cooling-Off Period)

As an online customer in the UK, you have a legal right to cancel your order under the Consumer Contracts Regulations 2013.

  • Cancellation Period: You have 14 calendar days from the day after you receive your goods to notify us of your decision to cancel.
  • Returning the Goods: Once you've notified us of your cancellation, you then have another 14 calendar days to return the goods to us.
  • Condition of Goods for Cancellation: The products must be returned unused, unopened, in their original packaging, and in a re-saleable condition. If the value of the goods has been diminished by your handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, we may deduct an amount from the refund. This particularly applies to hygiene-sealed products once opened.
  • Refund: We will issue a full refund, including the standard delivery cost you paid (if any), within 14 days of either receiving the returned goods or receiving proof of return postage. We may not refund any supplementary costs incurred if you chose a delivery type more expensive than our standard offering (e.g., express delivery).
  • Return Shipping Cost: You are responsible for the cost of returning the goods when exercising your right to cancel.

2. Faulty or Damaged Goods

We take great care in packaging your order, but occasionally items may arrive damaged or be faulty.

  • Notification: Please inspect your order upon receipt and notify us immediately (within 48 hours of delivery) if any products are faulty, damaged, or incorrect. Please provide your order number and clear photographs of the damage or fault.
  • Our Action: If a product is genuinely faulty or damaged on arrival, we will offer you a replacement, repair (if applicable), or a full refund, including the cost of your return postage (if required). We may ask you to return the item to us.
  • Return Shipping Cost: We will cover the cost of returning genuinely faulty or damaged items. We will provide a pre-paid returns label or arrange collection.

3. Exchanges

We do not offer direct exchanges for products. If you wish to exchange an item, please follow the returns procedure outlined in Section 1 (Right to Cancel) for the unwanted item and then place a new order for the desired product.


4. Products Excluded from Returns (Hygiene and Safety)

For hygiene and safety reasons, certain products cannot be returned once they have been opened or their seal has been broken, unless they are faulty. This typically includes, but is not limited to:

  • Shampoos, conditioners, and treatments
  • Styling products
  • Hairbrushes, combs, and hair accessories
  • Any product with a broken hygiene seal

Your statutory rights regarding faulty goods remain unaffected.


5. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email us at info@collectivehairdressing.uk with your order number, the item(s) you wish to return, and the reason for the return (e.g., "Exercising Right to Cancel," "Damaged Item," "Wrong Item Received"). For damaged/faulty items, please attach clear photographs.
  2. Await Instructions: We will respond within 1-2 business days with instructions on how to return your item(s). This may include a return address and, if applicable, a pre-paid shipping label.
  3. Package Your Item(s): Securely package the item(s) in their original packaging, if possible, along with a copy of your order confirmation or a note including your order number.
  4. Ship Your Return: Send your return to the address provided. We recommend using a trackable shipping service and keeping your proof of postage, especially for non-faulty returns, as we cannot be responsible for items lost in transit.

6. Refunds

  • Refunds will be processed to the original method of payment used for the purchase.
  • Please allow 5-10 business days for the refund to appear in your account after it has been processed by us, as processing times can vary between banks.
  • We will notify you via email once your refund has been processed.

7. Contact Us

If you have any questions about our returns policy, please don't hesitate to contact our customer service team:

  • Email: info@collectivehairdressing.uk
  • Phone: 01912221311
  • Business Hours: Monday - Friday, 9:30 AM - 5:00 PM GMT