DELIVERY INFORMATION

REFUNDS & RETURNS

 

Our Returns Policy forms part of our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 09/11/2020. We will give a month’s notice before we apply the any change we make.

It is important that you check your order or items upon receipt and always before use. If any errors have occurred or issues arisen, then these need to be reported to us immediately so we can investigate.

If you are not 100% satisfied with your purchase, you can return the product and get a full refund, or exchange the product for another one, be it similar or not. You can return a product for up to 30 days from the date you purchased it.

 

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

Christmas extended returns policy from the 01/11/2020 to 31/12/2020. Customers have the right to return any pristine product bought in-between these dates, until the 31/01/2021

 

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT ITEM?

We pride ourselves on our high standards when it comes to packaging your order, however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

 

WHAT SHOULD I DO IF MY ITEM IS DAMAGED?

Although we take care to prevent any damage to your goods during transit, it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned to us.

You can contact us via email at info@theproductparlour.co.uk  Please attach any images you have of the damage to the message and member of our team will review the details, so we can offer the best advice to resolve the situation.

 

HOW DO I REPORT A FAULT WITH MY PRODUCT?

If you believe there is a fault with your item please accept our apologies, we take all complaints regarding the quality of our products very seriously and we will endeavour to resolve the problem as quickly and effectively as possible. 

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 Customer Service team at info@theproductparlour.co.uk to arrange your return. 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 with a PRE PAID returns label and all the necessary information to arrange the return.

Please package the item securely and ensure our returns form is included inside.

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 the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using the delivery service via Royal Mail, this service is our preferred service which  insures the value of the goods.

 

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 Royal Mail delivery service that insures you for the value of the goods.

 

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.

 

COMPLAINTS

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via email to info@theproductparlour.co.uk or by post to Customer Service Department, The Product Parlour Ltd, 77 Kensington Gardens, Carlton, Nottingham NG4 1DZ