TRADE TERMS & CONDITIONS

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 to Trade Customers by Hair Rehab London Ltd.

  1. Our Details

    1. The Company is Hair Rehab London Ltd.  – we are registered in England & Wales under Registration Number 6203053, VAT Registration Number 207824805
    2. Our Postal Address is: Hair Rehab London Ltd. 181 Queensway, Shiphay, Torquay, Devon, TQ2 6ED contact us via enquiries@hairrehablondon.com.  (Please do not return Orders without contacting us first or registering your Return via the Returns page).
    3. Our website address is: www.hairrehablondon.com
    4. We can be contacted by email via: enquiries@hairrehablondon.com.
    5. Our primary business is the sale of Hair and Beauty Products.
    6. We operate from within the United Kingdom and our Core Operating Time is Monday to Friday 9:30am to 4.00pm U.K time.  We provide responses to enquiries and ship products outside the Core Operating Time on a ‘best endeavours’ basis.
    7. Shipments are made based on a daily cut-off of 4:00pm Monday to Friday (and 3:00pm for International Trade orders)
  2. Applicable Law
    1. 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.  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.
  3. Website Terms and Conditions
    1. Introduction
      1. 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
      1. 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.
      2. 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
      1. 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
      1. 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
      1. 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.
      2. 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
      1. 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.
      2. 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.
    7. Right to Change
      1. 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.
  4. On-line Market Terms and Conditions
    1. Introduction
      1. 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 Ltd Website are covered elsewhere.
    2. The Contract
      1. 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
      1. Customers in the United Kingdom benefit from specific rights relating to On-line Trading please check these if you are a UK 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.
    4. Your Right to Cancel
      1. 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.
      2. 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.
      3. 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).
      4. To cancel your order prior to confirmation of dispatch please notify us by email via enquiries@hairrehablondon.com or in writing to the address above (please note: posting a paper version of your cancellation will extend the time taken to process). 
      5. To cancel an order after confirmation of dispatch please follow the Returns Procedure.
      6. 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.
      7. 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.
      8. You may not cancel your order if the Products have been removed from their packaging, unless such Products were damaged or faulty when delivered to you.
      9. 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.
      10. 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.
      11. After you cancel your order and return the Products we will issue a store credit to 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 processed return via e-mail within a reasonable period of time. We will make the reimbursement via store credit with a validity of twelve months. Store Credits for returns can only be issued to the Trade Account Holder. We will process the amount 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.
      12. 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.  You may be asked to return the goods for inspection, where this happens please note, your complaint cannot be processed until you have done so.  We ask you to allow up to 28 days for your return to be inspected​, although we are likely to respond to you sooner than this​.
      13. Our policy on cancellations, returns and refunds does not affect your statutory legal rights. If you have any questions regarding returns, please email us at enquiries@hairrehablondon.com.
      14. 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.
    5. Our Pricing Policy
      1. 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 Great Britain less any applicable discount offered at the time of placing order where applicable.  Prices exclude Insurance.
      2. Prices for Shipments to other countries (including Northern Ireland) will exclude any local taxes, import duty or other charges made outside Great Britain – 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 Ltd will not cover the cost of any local taxes, import duty or other charges made outside Great Britain.
    6. Discounts
      1. 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.
      2. 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.
      3. 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 purchased, you will not be refunded the delivery cost.
      4. If you return an item bought 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.
      5. 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.
      6. 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.
      7. Unless otherwise stated, your trade discount cannot be combined with sale prices, coupon codes or any other discounts.
      8. Unless otherwise stated, promotional code offers will end at 11:59pm on the Monday following the promotion of the code.
    7. Order Placement
      1. 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.
      2. 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.
      3. 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 becomes the ordered product.
      4. 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.
    8. Our Payment Policy
      1. Trade customers will be charged the full cost including applicable UK 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.
      2. We may, at our discretion, agree deferred payment terms with our customers.
      3. 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.
    9. Product Shipment & Delivery
      1. 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.
      2. We operate from within the United Kingdom and our Core Operating Time is Monday to Friday, 9:30am to 4:30pm U.K time.  We provide responses to enquiries and ship products outside the Core Operating Time on a ‘best endeavours’ basis.
      3. Shipments are made based on a daily cut-off of 4:00pm Monday to Friday (and 3:00pm for International Trade orders).  Orders placed after that time will be shipped on the next working day.
      4. Our standard shipping method in the UK is Standard Delivery, which takes an estimated 2-5 days from despatch to delivery.  
      5. 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.  
      6. Please Note: Delivery timescales indicated on our Website are a guide and cannot be guaranteed. 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.
      7. 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.
      8. Where the Delivery Address is different to the Billing Address provided, the Customer takes full responsibility for the security of delivery at that address.
      9. Hair Rehab London Ltd are only able to investigate non-receipt of parcel claims on Signed for Services or where the Tracking Service indicates the parcel has not been delivered.  Customers are expected to co-operate with Hair Rehab London Ltd and / or the courier company to resolve the claim.
      10. Customers are requested to allow time for non-receipt of parcels to be investigated with the relevant courier.  For Royal Mail Claims this is up to six weeks. For Evri Claims, this is up to 28 days. Hair Rehab London are unable to replace or refund any missing parcels until the relevant courier investigation has concluded.
      11. 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.
      12. We may pass your telephone number and / or email address to the courier / postal service to assist in delivering your order.
      13. 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.
    10. Returns
      1. Customers in the UK are entitled to a statutory cooling off period of fourteen days.  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.  We will accept unused Trade returns in an ‘as new’ condition.  Unused in an ‘as new’ condition 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.
      2. 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 indicates 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.
      3. 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 (exc. VAT) repacking charge or rejected for refund completely depending on the extent of damage sustained.  The cost of return of faulty goods will be refunded by us but will be limited to reasonable 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.
      4. 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.  The refund will be made in the form of a Store Credit valid for three months.
      5. The buyers right to cancel, return or exchange products, will be lost in the following circumstances-
        1. The products hygiene bands have been removed and / or the product/s have been worn, dyed or cut.
        2. The buyer fails to notify Hair Rehab London Ltd on or before the cancellation period expires
        3. The buyer fails to send back the product/s for inspection by Hair Rehab London Ltd within the time period allowed.
    11. Faulty Goods
      1. 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.  Any faults should be notified to Hair Rehab London Ltd as soon as they are identified.  
      2. We reserve the right to request the faulty item be shipped back to us for inspection.  We may, at our discretion, reimburse reasonable return postage costs if the fault is accepted by us.
      3. We will only consider products in their original condition as shipped when assessing whether faulty.  
      4. The application of treatments such as dyes and colourants (including coloured shampoos) and especially bleaching agents such as peroxide and the use of products that contain sulphates and/ or sodium chloride will void any warranty or rights to refund.
      5. The goods must be returned to Hair Rehab London Ltd. within fourteen days of you notifying us of the fault.  If the return is not received within this timeframe, your complaint will be deemed to have been withdrawn.
      6. Your Statutory rights are unaffected.
    12. Communications between Customer and Hair Rehab London Ltd.
      1. Hair Rehab London Ltd. offers Trade Customers a telephone-based Customer Service facility on 01803 411220.  
      2. Trade Customers are advised that communications with Hair Rehab London Ltd. should also be electronically by email which will be deemed to be in writing, for legal purposes. 
      3. You may also contact Hair Rehab London Ltd in writing at the address given at the start of these Terms and Conditions.
      4. This does not affect your statutory rights.  You consent to Hair Rehab London Ltd. storing your details electronically.
  5. Alteration of Service or Amendments to the Terms and Conditions
    1. 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.
    1. Events beyond our reasonable control
      1. 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.
  6. Account specific Terms and Conditions
    1. Creating an account
      1. You must open a trade account with us to qualify for trade discounts. This allows you to store your order history, shipping details and billing information. We also advise you sign up to our weekly newsletter for updates on further discounts, offers and new product information.
      2. Your account spend will be reviewed on a regular basis.  Hair Rehab London Ltd reserves the right to reduce your trade discount or close your account at any time. 
      3. In setting up an account, you have the opportunity for your business address to be added to our geographical salon finder.  Please advise Hair Rehab London Ltd in writing either via email to enquiries@hairrehablondon.com or to the address at the top of this page if you wish to be added to our geographical salon finder.  Please note, we have the right to withdraw this service if you do not maintain the conditions of your trade account.
    2. Checking the product/s – On receiving an item from us it is vital you should check that you are happy with the product first. Any returns due to colour, style or quality are only eligible if the item is returned to us unopened and in its original condition. Please check the colour and the style before breaking any inside seals, our packaging is designed for you to be able to check any issues without commitment that would not allow an item to be returned.
    3. Colour matching – We make every effort to display our colour shades as accurately as possible on this website. We cannot guarantee that all computer monitors will display our hair colours and fibres as accurately as we would hope.  You are welcome to contact our office for assistance on colour matching.
    4. Colour Ring – We make every effort to ensure our shades consistently match our Colour Rings, however our trade extensions are 100% Human Hair products and an organic product and as such there can occasionally be a slight variation in shade or tone between batches.  Any returns due to colour, style or quality are only eligible if the item is returned to us unopened and in its original condition.  You are also advised to order a new colour ring every 12 months.
    5. Professional use – Our trade products are for professional use only, Hair Rehab London Ltd will not be held responsible for the way in which our products are used once the item has left our office/ warehouse. Hair Rehab London Ltd accepts no liability for any damage caused by a salon or third party as this falls within the jurisdiction of the salon/ hair extension stylist and the client agreement/ contract; therefore this is the absolute responsibility of the salon/ hair extension stylist. We will not accept responsibility if any hair is applied incorrectly, cared for incorrectly or damaged in any way due to the following – colouring (including coloured shampoos), cutting, perming. We recommend that all our trade products should be applied by a trained hair extension stylist (Preferably Hair Rehab London Ltd trained).
    6. Salon Professional Maintenance – Hair Rehab London Ltd hair extensions require specific maintenance to ensure the quality is at its highest standard. We recommend using only Sulphate Free Shampoos and Conditioners that have been designed to specifically work with hair extensions. Should you choose to use an alternative product we cannot accept liability or responsibility for the damage or effect it causes to our products.
    7. Social Media – Hair Rehab London Ltd reserve the right to share any images sent to us by Trade Customers with our own social media channels and the Hair Rehab London Ltd website.
      1. All images must be clear with natural lighting, no branding other than Hair Rehab London Ltd or filters.
      2. All images must be the property and image of the sender and have the permission of any other person included in the same image.