Return & Refund Policy
1.1. www.HairFlick.co.uk (“we” or “us”) are committed to provide you with a smooth online shopping experience.
1.2. This policy (together with our TERMS OF US and any other documents referred to in it) sets out the basis on which we provide our service.
1.3. Please read the following carefully to understand how we will process returns and refunds of the products you purchase from our website. By visiting www.HairFlick.co.uk you accept and consent to the practices described in this policy.
2. YOUR RIGHTS TO END THE CONTRACT
2.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, and when you decide to end the contract:
(i) If what you have bought is faulty or misdescribed you may have a legal right to end the contract.
(ii) If you want to end the contract because of something we have done or have told you we are going to do, see clause 2.2 below; and
(iii) If you have just changed your mind about the product, see clause 2.3 below. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.
2.2 Ending the contract because something we have done or are going to do. If you are ending a contract for a reason set out at (i) to (v) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
(i) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2 of the TERMS & CONDITIONS OF SUPPLY;
(ii) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
(iii) there is a risk that supply of the products may be significantly delayed because of events outside our control;
(iv) you have a legal right to end the contract because of something we have done wrong.
2.3 Exercising your right to change your mind. For most products bought online you have a legal right to change your mind within 7 calendar days and receive a refund. These rights are explained in more detail in these terms.
2.4 When you do not have a right to change your minds. Your right as a consumer to change your mind does not apply in respect of:
(i) used goods, perishable goods or goods not in their original retail packaging;
(ii) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
(iii) any products which become mixed inseparably with other items after their delivery.
2.5 How long do you have to change your mind? You have 7 calendar days after the day you (or someone you nominate) receives the product. For the avoidance of any doubt, if your order containing multiple products is being delivered to you on separate delivery dates, then you have 7 calendar days after the day of delivery of each product to change your mind.
2.6 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you are not a consumer who has a right to change their mind , you can still end the contract before it is completed. A contract for goods is completed when the product is delivered, downloaded or streamed and paid for. If you want to end the contract in these circumstances, please contact us to let us know. The contract will not end until 1 calendar month after the day on which you contact us. We will refund any advance payment you have made for products which will not be provided to you. For example, if you tell us you want to end the contract on 4 February we will continue to supply the product until 3 March. We will only charge you for supplying the product up to 3 March and will refund any sums you have paid in advance for the supply of the product after 3 March.
3. HOW TO END THE CONTRACT WITH US
3.1 Tell us you want to end the contract. To end the contract with us, please let us know by accessing the support section in the customer profile page where you can contact us through the live support, request a call back or leave us a message. Alternatively, in a case of emergency, you can call us on 800-BINGE (24643).
3.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. We will collect them from you. Please use the support section on the customer page on our website, or if your query is urgent, call customer services on 800-BINGE (24643) for a return label or to arrange collection.
9.1 If you are a consumer exercising your right to change your mind you must send off the goods within 7 days of telling us you wish to end the contract.
9.2 When we will pay the costs of return. We will pay the costs of return:
(i) if the products are faulty or misdescribed; or
(ii) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return.
4.1 How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described in clause 4.2 below.
4.2 When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind:
(i) We charge a 15% restocking fee which will be deducted from the refund amount.
(ii) We may further reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. You must ensure that all items are returned to us in their original packaging, free of any damage. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(iii) We charge a return shipping fee and no refund for delivery costs will be covered by us.
4.3 When your refund will be made. We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then:
(i) If the products are goods and we have not offered to collect them, your refund will be made within 14 calendar days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 3.2 above.
(ii) In all other cases, your refund will be made within 14 calendar days of your telling us you have changed your mind.
5. OUR RIGHTS TO END THE CONTRACT
5.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
(i) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
(ii) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
5.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 5.1, we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
5.3 We may withdraw the product. We may write to you to let you know that we are going to stop providing the product.
5.4 We may end the contract if we dispute your chargeback request. You have the right to make a complaint to your bank regarding an order submitted on our website using your credit or debit card, which banks refer to as a ‘chargeback request’. The bank will notify us of your request, and in the event, that we dispute it, we reserve the right to end the contract with you. If we also discover, that your chargeback request was made fraudulently or in bad faith, we also reserve the right to take legal action against you.
6. IF THERE IS A PROBLEM WITH THE PRODUCT
How to tell us about problems. If you have any questions or complaints about the product, please contact us. As a registered customer, you can access the support section in the customer profile page where you can contact us through the live support, request a call back or leave us a message.
7. YOUR RIGHTS IN RESPECT OF DEFECTIVE PRODUCTS
Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them We will collect them from you. We will pay the costs of collection. Please use the support section on the customer page on our website, or if your request is urgent, call customer services on 800-BINGE (24643) for a return label or to arrange collection.
8. CHANGES TO OUR RETURN AND REFUND POLICY
Any changes we may make to our return and refund policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our return and refund policy.
Questions, comments and requests regarding this return and refund policy are welcomed and should be addressed to HELLO@HAIRFLICK.CO.UK.