Time to decide - 30 Day Returns
Customers have 15 days after they have received their order to request an exchange or refund. Returns must be received within 15 days from the date you have requested a refund or exchange.
- Please check the product listing on the website before returning to check we accept returns of the specific item and ensure all hygiene seals / tags and product packaging, where applicable, are intact before requesting a return or exchange. Broken product packaging may incur a repacking fee of up to £6.00 per item.
- Trade customers should refer to our Trade T&Cs for return eligibility.
- Please note, premium delivery fees are non-refundable.
- If you return an item from a ‘Free Gift’ deal without returning the free gift, the value of the gift will be deducted from your refund. Free gifts alone cannot be refunded.
Click [HERE] to start your return. Please use the customer notes box of the returns form to tell us if you would prefer a store credit rather than a refund (See 'Instant Credit on Returns' below).
Prepaid Return Labels
Once your return request has been processed, you will be emailed a link to create a prepaid returns label. You can print this at home or at the Post Office. You can drop your parcel at any Post Office® or Royal Mail Customer Service Point (open 7 days a week), or request a collection.
- A £3.00 return fee will be deducted from your refund.
- If your order value exceeds £200, please arrange your own return postage with adequate insurance coverage. Hair Rehab London is not liable for lost or damaged returns. Send your return to: HRL, PO Box 653, Newton Abbot, TQ12 9PY.
- We use Royal Mail Tracked 48 Service for our returns and exchanges. You can check the date we receive your return using Royal Mail tracking.
- Include your order number and email in your return package. If exchanging an item, indicate the exchange on your return paperwork. If requesting store credit, state this on your returns paperwork.
Perfect Match Promise - Wrong shade? Exchange it FREE.
Please note a return charge of £3.00 per parcel will be deducted from your refund amount. Exchanges do not incur a return charge.
Instant Credit on Returns
You now have the option to choose a store credit instead of a refund for your returns. The cost of your return charge will be deducted from the full amount of your refund. The store credit can be redeemed across the entire store and is valid for 90 days from the date your return is processed.
- We will process your return within 14 days of receiving it, however where an exchange or store credit is requested as a refund, returns are processed within 3 days.
- Unless store credit or exchange is requested, refunds are processed back to the original payment method. It may then take an additional 2-3 working days for your payment provider to credit your account.
- Where store credit is requested you are unable to alter this selection at a later date. You will be advised of the details of your store credit via the email address you used to place your order.
- Where an exchange is requested and a refund is due to you, the refund will be processed back to your original payment method 1-3 days after your exchange is processed. Where an exchange is requested and a balance is outstanding, we will email you an invoice and your exchange will be processed as soon as the balance has been paid.
International Customers
International customers based outside of the UK are responsible for returning goods at their own cost and with sufficient courier insurance.
Return Queries
If you have any queries regarding your return, please contact us via live chat in the first instance.
