Commerce Connect

1. Introduction

At Commerce Connect, we are committed to providing exceptional service and products. We want you to be completely satisfied with your experience and purchases. This Refund Policy outlines the terms and conditions for refunds and exchanges for both services and retail products.

Please read this policy carefully before booking services or purchasing products from us. By using our services or purchasing our products, you agree to the terms of this Refund Policy.

2. Service Refund Policy

2.1 Service Satisfaction Guarantee

We take pride in the quality of our services and want to ensure your complete satisfaction. If you are not satisfied with your service:

• Please inform us immediately or within 7 days of your appointment
• We will offer a corrective service at no additional charge
• Corrective services must be scheduled within 14 days of the original appointment and performed by the same stylist when possible

2.2 Conditions for Service Refunds

While we prefer to correct any issues with your service, in exceptional circumstances, we may issue a partial or full refund for services if:

• You have given us a reasonable opportunity to correct the service
• The service performed was significantly different from what was agreed upon during consultation
• The service resulted in damage to your hair that was directly caused by our stylists' actions (not due to pre-existing conditions or failure to disclose relevant information)

Refund requests for services must be made within 7 days of the original appointment or corrective service, whichever is later.

2.3 Non-Refundable Services

The following situations are not eligible for refunds:

• Changes requested after the service is completed according to the agreed-upon consultation
• Dissatisfaction with a service due to unrealistic expectations discussed during consultation
• Issues arising from failure to disclose relevant information about hair history or condition
• Services where you have already received a corrective service
• No-show appointments or late cancellations (less than 24 hours' notice)

3. Product Refund Policy

3.1 Unopened Products

We accept returns of unopened and unused retail products within 30 days of purchase if:

• The product is in its original packaging
• The product is not damaged
• You provide proof of purchase (receipt or order confirmation)

Unopened products that meet these criteria are eligible for a full refund to the original payment method or an exchange for another product.

3.2 Opened Products

For opened products, we offer the following policy:

• Products returned within 14 days of purchase that caused an adverse reaction or did not perform as described may be eligible for a refund or exchange
• You must return the product with at least 75% of the contents remaining
• We may request information about how the product was used and the nature of the issue experienced

Opened products that meet these criteria may be eligible for a store credit or product exchange at our discretion.

3.3 Non-Returnable Products

The following products are not eligible for return or exchange:

• Products marked as "final sale" or discounted due to clearance
• Personal care items that have been used extensively (less than 75% remaining)
• Products that have expired or been improperly stored
• Gift cards (except where required by law)

4. Refund Process

4.1 How to Request a Refund

To request a refund or exchange, please follow these steps:

1. Contact us at [email protected] or call us at +44 971 468 8176
2. Provide your name, contact information, date of service or purchase, and a detailed explanation of the issue
3. For product returns, bring the item to our salon along with your proof of purchase, or follow our instructions for mail returns
4. For service issues, we may ask you to come in for a consultation to assess the situation

4.2 Processing Time

Once we receive your refund request:

• We will acknowledge your request within 2 business days
• Service refund requests will be reviewed within 5 business days
• Product refunds will be processed within 7-14 business days after we receive the returned item
• Credit card refunds may take an additional 2-7 business days to appear on your statement, depending on your financial institution

4.3 Refund Methods

Refunds will be issued using the original payment method when possible:

• Credit or debit card payments will be refunded to the same card
• Cash payments will be refunded in cash if under £50, or by check if over £50
• Gift card purchases will be refunded to a gift card

In some cases, we may issue refunds as store credit or offer an exchange instead of a monetary refund, particularly for opened products or services where partial work was completed satisfactorily.

5. Gift Cards and Prepaid Services

5.1 Gift Card Policy

Gift cards issued by Commerce Connect:

• Cannot be redeemed for cash except where required by law
• Have no expiration date unless otherwise specified
• Cannot be replaced if lost or stolen without proof of purchase
• May be transferable to another person

5.2 Prepaid Service Packages

For prepaid service packages or series:

• Unused services may be eligible for a partial refund within 30 days of purchase, subject to a 15% administration fee
• After 30 days, unused services are not refundable but remain valid for the specified period (typically 6-12 months from purchase)
• Prepaid services may be transferable to another person with prior written approval

6. Special Circumstances

6.1 Promotional Services

Services obtained through promotions, discounts, or special offers:

• May have different refund terms as specified in the promotion
• Are typically eligible for corrective services but not monetary refunds
• Cannot be combined with other refund policies unless explicitly stated

6.2 Third-Party Bookings

For appointments booked through third-party platforms or gift services:

• Refunds for the payment portion may need to be processed through the original booking platform
• Our service satisfaction guarantee still applies to the actual service provided

6.3 Force Majeure

In cases of unforeseen circumstances beyond our control (severe weather, power outages, natural disasters, etc.):

• We reserve the right to reschedule appointments without penalty
• If we must cancel your appointment, you will be offered a reschedule or full refund of any prepayments
• If you cannot attend due to such circumstances, our standard cancellation policy may be waived at our discretion

7. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services or purchase of our products after any such changes constitutes your acceptance of the new Refund Policy.

It is your responsibility to check this policy periodically for changes. The "Last Updated" date at the top of this page indicates when this policy was last revised.

8. Contact Information

If you have any questions about our Refund Policy or would like to request a refund, please contact us:

Our team is available to assist you during our regular business hours:

• Monday - Friday: 9:00 AM - 7:00 PM
• Saturday: 10:00 AM - 5:00 PM
• Sunday: Closed