Our Returns & Refunds Policy

We hope that you are happy with your order but if you are not here is a summary of our policy for returning a product and receiving a refund.

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.

We ask that you check your items upon receipt and always before use. If there are any problems with your product then we ask that you notify us straight away either by calling us on 01273 607057 or by emailing shop@northlainehairco.com

Before attempting to return an order you will need to contact our Front of House team to inform us of any problems with your order and of your intention to return an order.

Right to Cancel

As you are a consumer and have made an order online you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund (or exchange) within 14 working days from delivery. Please notify us of your intention to do so by emailing us at shop@northlainehairco.com

The cancellation period will expire after 14 days from the day on which you receive possession of the goods.

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.

If items have been opened, retail seals broken or evidence of use then these items will not be refunded. You can choose to arrange for such goods to be returned to you within 28 days of our notification. You will be required to pay for postage costs for the goods to be returned to you.

Effects of Cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

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 make the reimbursement without undue delay and not later than 14 days after the day we receive back from you any goods supplied.

Refunds will only be made against the original credit/debit card used. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.

What if there is a problem with your product?

What should I do if I receive an incorrect item?

In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to exchange the items or offer you a refund.

Please accept our apologies if you have received an incorrect item. Please contact us so we can agree the best approach to correct the error and get the item you ordered as soon as we can and arrange for the return of the incorrect item.

What should I do if my item is damaged?

Please accept our apologies if you have received a damaged item. Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please notify us as soon as you notice any damage and attach any pictures you have of the damage to the message.

Please keep the box, packaging materials and the damaged items for inspection. A member of our team will review the details and offer the best resolution to resolve your query.

If you are reporting a fault with a GHD product, please contact GHD directly by visiting the following link: www.ghdhair.com/customer-care/returns.

How do I arrange a return?

Please contact our Front of house team to arrange your return either by calling 01273 607057 or emailing shop@northlainehairco.com.

We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you all the necessary information to arrange the return.

Please package the item securely and appropriately to ensure they are protected during shipping.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to you.

Any item you have accepted and then returned is your responsibility until it reaches our address. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

Alternatively, online orders can be returned at our salon with your original order confirmation.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

• If we sent you the wrong item
• If the item is damaged or faulty
• Where you are returning a substitute item which you do not want to keep

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, please contact us. Our aim is to resolve the matter for you and ask that you please contact us by calling 01273 607057, by email to shop@northlainehairco.com or by post to North Laine Hair Company, 38 Gardner Street, Brighton, BN1 1UN

Your statutory rights

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.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.