Conditions Relating to the Sale of Products to You

This section deals with conditions relating to the use of the website www.hairrehablondon.com and the sale of products by Hair Rehab London Ltd to you the customer.

Our Details

The Company is Hair Rehab London Ltd.  – we are registered in England & Wales under Registration Number 6203053, VAT Registration Number 207824805

Our Postal Address is:
Hair Rehab London Ltd. 181 Queensway, Shiphay, Torquay, Devon, TQ2 6ED contact us via enquiries@hairrehablondon.com or using the Contact Us link on the website. (Please do not return Orders without contacting us first or registering your Return via the Returns page)

Our website address is: www.hairrehablondon.com

We can be contacted by email via:  enquiries@hairrehablondon.com or using the Contact Us link on the website

Our primary business is the sale of Hair and Beauty Products.

We operate from within the United Kingdom and our Core Operating Time is Monday to Friday 9:00am to 5:00pm U.K time.  We provide responses to enquiries and ship products outside the Core Operating Time on a ‘best endeavours’ basis.

Shipments are made based on a daily cut-off of 4:00pm Monday to Friday (2:00pm for International orders)

Applicable Law

These terms and conditions will be governed by, and in accordance with English law and subject to the jurisdiction of the courts of England and Wales.

Website Terms and Conditions

1. Introduction

These terms and conditions govern your use of our website; by using our website, you accept these terms and conditions in full.  If you do not accept these terms and conditions or any part of them, do not use our website.

2. License for use

The website and all content is the property of Hair Rehab London Ltd or its associates.  We permit use of the website and its content which includes printing, downloading or display for personal use only.

Reproduction, distribution or circulation of any content without our express permission is prohibited, other than those provided by facilities within the website.

3. Acceptable Use

The website shall at all times be used in a lawful manner for the purpose of purchasing products on sale through the website and the review of articles, publicity or other topics displayed on the website.

4. Website Availability

We provide access to our website free of charge and without any guarantee of availability.  We accept no liability for loss incurred from using our website or its non-availability either direct or consequential.

5. User Provided Content

Users of the website who submit content by way of written, audio, images or video for inclusion in the website must be legally able to provide such content and indemnify Hair Rehab London Ltd. of any breach of copyright or other law.  Content will be provided to Hair Rehab London Ltd royalty-free and may be displayed or published on the website at our sole discretion.

Images provided for purpose of colour matching or help in identifying the correct product to purchase must be the property and image of the sender and have the permission of any other person included in the same image.  They are provided for the sole purpose of customer assistance and as such become the property of Hair Rehab London Ltd.  We promise to use them for that purpose only, keep safe whilst in our possession and dispose of them as soon as their purpose has been met.

6. Accuracy and Warranty of Website Content

Whilst we endeavour to provide accurate up to date information, we do not guarantee the accuracy or completeness of any information, content or specification displayed on our website.

Due to the variability of quality and colour display of computer screens, we cannot guarantee the accuracy of images displayed on our website.  Customers making purchases based on such images do so at their own risk but at all times within the bounds of applicable legislation and our own warranties.  The product images shown are for illustration purposes only and may not be an exact representation of the product. 


7. Right to Change

We reserve the right to change or vary the content of our website and our terms and conditions at any time and at our discretion.  Users should check the latest version before entering into any contract.

On-line Market Terms and Conditions

1. Introduction

The following terms and conditions relate to purchases made on the Hair Rehab London Ltd website.  Terms and conditions relating to use of the Hair Rehab London Website are covered elsewhere.

2. The Contract

When you place an order with Hair Rehab London Ltd. you are entering into a legally binding contract to purchase the items selected and for Hair Rehab London Ltd to provide the items selected at the price agreed including any taxes and delivery charges as displayed at the time of committing the order and in compliance with applicable law.

3. Our Cancellation, Returns and Refund Policy

3.1 Customers in the United Kingdom and European Union benefit from specific rights relating to On-line Trading please check these if you are a UK / EU resident.  The following Terms and Conditions do not affect those rights but should be read in conjunction with them.  Customers in other countries should check their specific rights prior to placing an order.

3.2 Your Right to Cancel

You may cancel your order at any stage before the Products are dispatched to you, and up to 14 days after receipt.  The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

Where we part ship multiple items the cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail).

To cancel your order prior to confirmation of dispatch please notify us by email via enquiries@hairrehablondon.com, via the ContactUs page on the website or in writing to the address above (please note: posting a paper version of your cancellation will extend the time taken to process).  You may complete and return the example cancellation form shown below but it is not obligatory.

To cancel an order after confirmation of dispatch please follow the Returns Procedure.

You should provide adequate means to identify you as the Purchaser such as the full name and email address entered when placing the order and to identify the Order such as Order Number, date placed, etc. to avoid any confusion should you have placed a number of orders with us.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

3.3 You may not cancel your order if the Products are sealed Products which are not suitable for return due to health or hygiene reasons if unsealed after delivery, unless such Products were damaged or faulty when delivered to you.

3.4 Where you decide to cancel an order after we have dispatched the Products, you will be under a duty to return them to us, at your own risk. We will not be responsible for any loss or damage to the Products in transit. All such Products should be returned within 14 days of Notification of the Cancellation. Until such time as they are returned, you must retain possession of the Products and take reasonable care of them.

3.5 You should return the Products to us unused (except to the extent reasonably necessary to examine them) and in the same condition in which you received them together with the original Product packaging, in accordance with our Returns Procedure. Products marked or sealed for Hygiene reasons must be returned with the seal intact.  You are responsible for the cost of you returning the Products to us.

3.6 After you cancel your order and return the Products we will reimburse you all sums for returned goods.   We may make a deduction from the reimbursement for loss in value of any Products if the loss is a result of unnecessary handling by you or inadequate packaging of the returned Products. This would include for example the unsealing of sealed products, damage to the product even if still sealed, damage to packaging due to tearing.  We will notify you of your refund via e-mail within a reasonable period of time. We will make the reimbursement using the same method originally used by you to pay for your purchase. Refunds for Products purchased as gifts or sent to a different name and delivery address from the Billing Address can only be given to the credit/debit card of the person who placed the order. We will process the refund due to you as soon as possible and, in any case, within the earlier of (a) where no Products were dispatched 14 working days of the day you provide your notice to cancel the order; (b) 14 working days of the day we receive back the Products from you; or (c) 14 working days of the day you provide us with evidence that you have returned the Products.  Responsibility remains yours until delivered to us, we therefore recommend using a tracked or signed for service.

3.7 If any Product you purchase is damaged, faulty or incorrect, when delivered to you we may offer an exchange or refund as appropriate, in accordance with your legal rights. If you believe a Product is faulty, you should return the Product to us in accordance with the Returns Procedure.

3.8 Our policy on cancellations, returns and refunds does not affect your statutory legal rights. If you have any questions regarding returns, please go to the Contact Us page on the website or email us at enquiries@hairrehablondon.com.

3.9 The goods sold on this site to Trade Account customers are sold as ‘trade’ and as such, not covered by legislation that protects ‘non trade’ consumers. Trade Customer returns are not accepted unless faulty.


Example Cancellation Form

To Hair Rehab London Ltd., 181 Queensway, Shiphay, Torquay, Devon, TQ2 6DE

Or email enquiries@hairrehablondon.com

I / We[*] hereby give notice that I /We[*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service[*],

Ordered on [*] / received on [*],

Order number and list of items to be cancelled [*]

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only needed if this is notified on paper).


[*]  Enter relevant information or Delete as appropriate.


4. Our Pricing Policy

Hair Rehab London Ltd will display current prices applicable to any product on sale and will clearly show any additional costs to cover taxes and delivery in UK less any applicable discount offered at the time of placing order where applicable.  Prices exclude Insurance.

Prices for Shipments to other countries will exclude any local taxes, import duty or other charges made outside UK – it is the purchaser’s responsibility to pay these in addition to the price agreed and paid to Hair Rehab London Ltd. when the order was placed.  If the order is subsequently returned, Hair Rehab London will not cover the cost of any local taxes, import duty or other charges made outside UK.

5. Discounts

Where discounts on product pricing or reduced / free shipping are offered based on a minimum quantity or value ordered, any items subsequently returned will be deducted from the original order for the calculation of final cost.  For example if you purchase two items at £79.99 to obtain free delivery for orders over £100 and then return one for refund, the resultant value of the order would be £79.99 and would incur the delivery charge applicable for that value.

If you return a single item bought as part of a multi-buy discount offer (for example ‘buy 2 for £20.00’) you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.
If you return an item as part of a ‘percentage off’ discount offer you will be refunded the price you paid for that item.  If a single item is returned but multiple products have been brought, you will not be refunded the delivery cost.
If you return an item brought as part of a Buy One Get One Free offer you will not receive a refund if you return the ‘free item’.  If you return the paid for item, your order value will be recalculated taking account of the fact you are no longer eligible for the Buy One Get One Free offer and refunded accordingly.  This means the ‘Free’ item on your order would become chargeable and you would be refunded the difference between the cost of the two items.

Where we offer discounts to selected customers via coupon code based on specific criteria, any infringement of the criteria or use by anyone other than the recipient will invalidate the discount and the full price will be payable.

Unless otherwise stated, any coupon code discount promotions will exclude Bundles, Gift Packs, Gift Cards / Vouchers and Sale items.  Only one coupon code can be applied to an order.  Unless otherwise stated, coupon codes cannot be combined with other discounts.

Unless otherwise stated, promotional code offers will end at 11:59pm on the Monday following the promotion of the code.

6. Order Placement

Prior to confirming the order on our website www.HairRehabLondon.com, we will ask you, the customer, to confirm your acceptance of our Terms and Conditions.  This does not affect your statutory rights.  When you commit the order placement on our website we will send an email to the email address supplied at time of customer registration or order placement confirming receipt of the order.

If we will send an email confirmation of shipment and / or provide tracking information it will be sent to the same email address as the Order Confirmation.  You have the right to cancel your order in writing by email at any time up to shipment of your order.  You still have certain rights to cancel the contract after this point subject to clauses below and those covered by statutory regulations.

If we are unable to fulfil your order for any reason we will notify you in writing by email as soon as we are able.  We may, at our discretion, offer you an alternative product which if accepted by you in writing becomes the ordered product.

Your placement of the order and our confirmation of shipment forms a contract between you, the customer, for the purchase of the selected product(s) and Hair Rehab London Ltd. for the supply of the product(s) ordered.

7. Our Payment Policy

Personal customers will be charged the full cost including taxes and delivery at the time of placing the order.  Payment may be made by any of the methods provided on the website at the time of placing the order.  These include Debit Card, Credit Card and may at our discretion include other payment methods such as PayPal.

We may, at our discretion, agree deferred payment terms with our customers.

In accordance with the late payment legislation, our company charges debt recovery costs of £30.00 per order and interest on late payments of 8%. This means that interest will continue to accrue at the equivalent daily rate of 8% per annum. This will be applied to your outstanding debt from the point in which your account balance becomes overdue.  Court action may be taken against you if you do not settle the balance for any goods purchased from Hair Rehab London Ltd.

8. Product Shipment & Delivery

Orders will be shipped within 30 days of placing order, however we would usually endeavour to ship within the time frame relating to the chosen shipping method.  Any deviation from this will be notified to the customer by email as soon as possible.

We operate from within the United Kingdom and our Core Operating Time is Monday to Friday, 9:00am to 5:00pm U.K time.  We provide responses to enquiries and ship products outside the Core Operating Time on a ‘best endeavours’ basis.

Shipments are made based on a daily cut-off of 4:00pm Monday to Friday (2:00pm for International orders).  Orders placed after that time will be shipped on the next working day.

Our standard shipping method in the UK for orders over £25 is Free Standard (a tracked & signed for service) via Royal Mail, which takes an estimated 7 days from placing your order to delivery.  When Free Standard is just not quick enough for you, we offer a range of premium delivery options at an additional cost and current prices can be seen at the Cart / Checkout Stage where you select your Delivery option.  Full details regarding shipping timescales  can be found in FAQ’s.

Other options may be offered at additional cost and will be shown on the website at the time of order placement.  We will endeavour to ensure such services are delivered as described but this may not always be possible due to factors outside our control.  In such event and we accept responsibility, our liability is limited to guaranteed special deliveries.  Liability for late delivery will be limited to and refunded up to the cost of the delivery charge.

Please Note:

Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control including exceptionally severe weather conditions.

It is the Customer’s responsibility to ensure that the correct and valid delivery address is provided for their Order and that someone is present to sign for the delivery.  Shipments delayed or lost due to an incorrect delivery address are the Customer’s responsibility.

Where the Delivery Address is different to the Billing Address provided, the Customer takes full responsibility for the security of delivery at that address.

Hair Rehab London Ltd are only able to investigate non-receipt of parcel claims on Signed for Services or where the Royal Mail Tracking Service indicates the parcel has not been delivered.  Customers are expected to co-operate with Hair Rehab London Ltd and / or Royal Mail to resolve the claim.

We reserve the right to charge a re-delivery fee for orders returned as undeliverable due to no-one being present at the delivery address to sign for the parcel or where an order has been sent to an incorrect address and re-sent once the address has been corrected, or to withhold refund of the delivery charge if the order is subsequently cancelled.

We may pass your telephone number and / or email address to the courier / postal service to assist in delivering your order.

The term 'Express Shipping' applies to Royal Mail 1-2 days service in the UK and DHL Express in the rest of the World.  Express Shipping does not imply a guaranteed Service.

9. Returns

Customers in the European Union are entitled to a statutory cooling off period of fourteen days.  We offer the same returns guarantee providing the product is returned unused in an ‘as new’ condition.  This means in its original packaging, still attached to the product packing card where relevant and with any packing and retaining seals intact.   Both of these periods commence from the date of delivery of the product(s) to the address provided by the customer at the time of order placement or an amended address if subsequently requested by the customer and confirmed by Hair Rehab London Ltd. in writing.

We use a variety of methods to seal or identify the product has not been worn.  The seals which are attached to the product or hold the product together and/or to the backing card in the pack are there for hygiene reasons.  We cannot accept hair products back where the seals have been removed / tampered with, the sealed pack opened or which are in a condition which indicate they may have been worn, unless faulty.  For this reason we also reserve the right to withhold refunds until we have been able to verify that the product is in ‘as new’ condition.

It is the Customer’s responsibility to pay for return postage and packing and to ensure the product is securely packed to avoid damage or loss in transit.  Items returned inadequately packed with resulting damage may be subject to a £5.00 repacking charge or rejected for refund completely dependng on the extent of damage sustained.  The cost of return of faulty goods will be refunded by us but will be limited to shipping and appropriate packing costs only.  We accept no liability for consequential loss or costs incurred in conveying the product to the Post Office or other carrier.  Premium delivery services offered at additional cost are non-refundable.

We will, at our discretion, agree to refund hair products which are unsuitable due to colour matching or length providing we are notified in writing within the Returns guarantee period and providing the product is returned unused in an ‘as new’ condition in its original packaging, still attached to the product packing card and with any packing and seals intact.

Please note the goods sold on this site to Trade Account customers are sold as ‘trade’ and as such, not covered by legislation that protects ‘non trade’ consumers.

10. Faulty Goods

We make every effort to ensure we only provide high quality, fault-free products but in the event the customer believes the product supplied is faulty or has become faulty during use they should contact us in writing by email to notify us of the fault and give us an opportunity to respond.  We reserve the right to request the faulty item be shipped back to us for inspection.  The cost of post and packing will be refunded if the fault is accepted by us.

We will only consider products in their original condition as shipped when assessing whether faulty.  The application of treatments such as dyes and colourants and especially bleaching agents such as peroxide will void any warranty unless proved that the fault was not due to the treatment.

Your Statutory rights are unaffected.

11. Communications between Customer and Hair Rehab London Ltd.

Hair Rehab London Ltd. does not offer a telephone-based Customer Service facility.  All communication between you, the customer, and Hair Rehab London Ltd. should be electronically by email which will be deemed to be in writing, for legal purposes. You may also contact Hair Rehab London Ltd in writing at the address given at the start of these Terms and Conditions.
This does not affect your statutory rights.  You consent to Hair Rehab London Ltd. storing your details electronically. You will have the opportunity and right to choose to limit this to the purposes of Order fulfilment only.

12. Alteration of Service or Amendments to the Terms and Conditions

We reserve the right to make changes to our website and Terms and Conditions at any time.  You will be subject to the Terms and Conditions in force at the time that you use the website or place your order for goods from us.  Your statutory rights are unaffected.

13. Events beyond our reasonable control

We do not accept liability for any delay or failure to meet our obligations under these terms and conditions if they arise from any cause which is beyond our reasonable control.  Your statutory rights are unaffected.


14. Terms and conditions specific to individual promotions

Leave Us a Review on Trust Pilot – Win A £200 Hair Rehab London Voucher!*

All you have to do is leave us a review on Trust Pilot for a chance to win a £200 Hair Rehab London voucher. This competition applies to reviews written between 20/11/19 and 20/12/19 to the 'Hair Rehab London' Trust Pilot Page.

Compose a review of your Hair Rehab London Product and post your review onto the Hair Rehab London Trust Pilot page.

Terms and conditions

  •     The winner will be formally notified by email by the 30/12/19.
  •     The judge’s decision is final, and no correspondence will be entered into. The prize winner will be randomly drawn from all the valid entries and contacted by Hair Rehab London Ltd. Only the winners will be contacted personally via Trust Pilot.
  •     No cash alternative or alternative prize is available.
  •     Hair Rehab London will not be liable for any damage, loss or disappointment suffered by any person taking part or not being able to take part in this competition.
  •     No responsibility is accepted for inaccurate prize details.
  •     Use of false name or address, e.g. a name by which the entrant is not usually known, will disqualify them from receiving any prize. Hair Rehab London reserves the right to oblige any potential winner to provide documentary proof of their identity and address as directed by Hair Rehab London before such person may claim their prize.
  •     We reserve the right to amend these rules at any time. Entry in this free competition implies acceptance of these rules.
  •     We will not pass on your personal details to any other organisation.
  •     Hair Rehab London reserve the right to cancel the free competition at any stage, if deemed necessary in their opinion, and if circumstances arise outside of their control.
  •     Entrants will be deemed to have accepted these rules and to agree to be bound by them when entering this free competition.
  •     These rules are governed by British law.
  •     By entering, you agree that we have the right to use the reviews submitted to promote Hair Rehab London Ltd.
  •     By entering, you confirm that you have the right to submit the review (that the review belongs to you).
  •     By entering, you confirm that your review is for a genuine service experience received from Hair Rehab London, within the last 24 months.
  •     The promoter of this free competition is: Hair Rehab London Ltd, 181 Queensway, Shiphay, Torquay, Devon, TQ2 6DE
  •     Our team will contact the winner to colour match before posting the prize.