Returns Policy

Summary

• Returns must be authorised in advance using our returns form
• Unwanted items can be returned within 28 days of delivery
• Items must be unused, in original packaging and in resaleable condition
• Some products are non-returnable for hygiene and safety reasons
• Damaged, incorrect or missing items must be reported within 72 hours
• Return shipping is the responsibility of the customer unless agreed otherwise
• Refunds or credits are issued once returned goods have been received and inspected

All sales are made on a business-to-business (B2B) basis. This policy forms part of our trading terms and applies to business customers only. Returns, credits and claims are managed in line with your trade account terms.

Please inform us of your intention to return goods by filling out the form at the bottom of this page

All returns must be authorised in advance. Unauthorised returns may be refused and returned to you.

Your order reference number will need to be clearly marked on the paperwork you send back with the goods, so that we can process your return efficiently. Please ensure goods are securely packaged and sent to the correct address, you are responsible for returned goods until they are received and signed for by us.

If you’re unable to send goods back to us you can request that we arrange a collection (in line with this policy) however the cost of this may be deducted from any refund due. Collections usually cost £15+VAT but please note you may need to pay in advance.

Unwanted goods

Goods must be returned within 28 days of delivery, unused, in resaleable condition, and in their original packaging. We reserve the right to reject returns that are not suitable for resale. Goods returned to us that do not meet these requirements will be sent back to you at your cost (normally our standard delivery charge). The original delivery charge cannot be refunded. Furniture, equipment and 'direct from supplier' items may be subject to additional conditions, please see below for details.

Due to health and safety regulations we cannot accept returns (in line with this policy) of the following products if the packaging has been opened:

• Scissors & Razors
• Cosmetics
• Hair brushes, extensions & accessories
• Body jewellery & Piercing tools
• Foot Spas

We're unable to accept returns of the following items, whether or not the packaging has been opened:

• Nail polishes
• Peroxides & Developers
• Olaplex Lashbond

This list is not exhaustive, and applies to goods purchased both online, and in our stores.

Please note online returns can take between 7-10 days to be processed and a refund issued.

Damaged, incorrectly delivered or missing goods

We take great care to ensure all goods you receive are correct and undamaged. However, in rare cases where incorrect/damaged goods are received, or goods listed on the delivery note are missing, please inform us within 72 hours of delivery. Claims reported outside this timeframe will not be accepted unless agreed in advance. Delivery shall be deemed complete when goods are signed for at the delivery address, as responsibility for the goods passes at this point unless proven otherwise.

We’ll begin an investigation immediately and contact you with the next steps. You will be reimbursed the cost of delivery if required to send anything back to us, but please note photos will be requested for incorrect or damaged items.

Where a claim is validated, we will offer a replacement or account credit as the primary remedy. Refunds will only be issued where these options are not suitable.

All claims for missing or damaged goods must be supported by photographic evidence of the parcel, packaging, and contents. Failure to provide sufficient evidence may result in the claim being declined and we reserve the right to refuse claims for missing items where evidence does not support the claim, including but not limited to dispatch records, parcel weight, and delivery confirmation.

Where repeated discrepancies are identified on a customers' account, we reserve the right to restrict service, including requiring additional verification, limiting refund options, or declining future orders.

We are not liable for any loss of earnings or other costs incurred due to damaged or incorrect products received, or items missing from deliveries.

Faulty goods

If a fault has developed within the manufacturers warranty period, a repair, exchange or refund (including the original delivery charge where applicable) will be offered once the manufacturing fault has been confirmed. This warranty period is valid from the original date of purchase and does not renew after a replacement is issued.

In cases where the fault (or cause of the fault) is not apparent we reserve the right to send the item for testing. This will usually be carried out by the manufacturer and their response will be required before any actions can be taken. We will notify you of the outcome and options available. If a manufacturing fault is not found the item will be sent back to you at your cost (normally our standard delivery charge).

Furniture, equipment & 'direct from supplier' items

Most furniture and equipment items are built to order or custom built; orders cannot be cancelled more than 5 working days (Monday–Friday, excluding bank holidays) after placement or once production has begun, whichever is sooner.

We may in rare circumstances accept the cancellation or return of an order outside of this timescale however this is at our discretion and may be subject to a charge of up to 20% of the value of the goods as well as the delivery charge.

Items delivered directly from one of our suppliers may need to be returned back to them. Please note timescales for returning these items may differ - please see product details for specific information.

Returns address

Returns Department
Capital Hair & Beauty
25 Victoria Gardens
Burgess Hill
RH15 9NB