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Returns and Refunds

Our Returns Policy forms part of, and must be read in conjunction with, 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 13/08/14.

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

Your statutory rights:

Our Returns Policy does not affect your statutory rights.

 

Right to cancel

1.            Subject as stated in these Terms and Conditions, you can cancel this contract within 14 days without giving any reason.

2.            The cancellation period will expire after 14 days from the day on which you acquire, or a third party, other than the carrier indicated by you, acquires physical possession of the last of the Goods. In a contract for the supply of goods over time (i.e. subscriptions), the right to cancel will be 14 days after the first delivery.

3.            To exercise the right to cancel, you must inform us of your decision to cancel this Contract by a clear statement setting out your decision (e.g. a letter sent by post, fax or email). You can use the attached model cancellation form, but it is not obligatory. In any event, you must be able to show clear evidence of when the cancellation was made, so you may decide to use the model cancellation form.

4.            You can also electronically fill in and submit the model cancellation form or any other clear statement of the Customer’s decision to cancel the Contract on our website www.hwsbeauty.co.uk. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation in a Durable Medium (e.g. by email) without delay.

5.            To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

 

Effects of cancellation in the cancellation period

6.            Except as set out below, if you cancel this Contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

 

Deduction for Goods supplied

7.            We may make a deduction from the reimbursement for loss in value of any Goods supplied, if the loss is the result of unnecessary handling by you (i.e. handling the Goods beyond what is necessary to establish the nature, characteristics and functioning of the Goods: e.g. it goes beyond the sort of handling that might be reasonably allowed in a shop). This is because you are liable for that loss and, if that deduction is not made, you must pay us the amount of that loss.

 

Timing of reimbursement

8.            If we have not offered to collect the Goods, we will make the reimbursement without undue delay, and not later than:

a.            14 days after the day we receive back from you any Goods supplied, or

b.            (if earlier) 14 days after the day you provide evidence that you have sent back the Goods.

9.            If we have offered to collect the Goods or if no Goods were supplied, we will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this Contract.

10.          We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

 

Returning Goods

11.          If you have received Goods in connection with the Contract which you have cancelled, you must send back the Goods or hand them over to us at A22, Hastingwood Trading Estate, 34 Harbet Road, Edmonton, N18 3HT without delay and in any event not later than 14 days from the day on which you communicate to us your cancellation of this Contract. The deadline is met if you send back the Goods before the period of 14 days has expired. You agree that you will have to bear the cost of returning the Goods.

12.          For the purposes of these Cancellation Rights, these words have the following meanings:

a.            Distance contract means a contract concluded between a trader and a consumer under an organised distance sales or service-provision scheme without the simultaneous physical presence of the trader and the consumer, with the exclusive use of one or more means of distance communication up to and including the time at which the contract is concluded;

b.            Sales contract means a contract under which a trader transfers or agrees to transfer the ownership of goods to a consumer and the consumer pays or agrees to pay the price, including any contract that has both goods and services as its object.

 

Model cancellation Form

To

Hairwaves Ltd

Unit A22, Hastingwood Trading Estate

34 Harbet Road, Edmonton

N18 3HT

 

Email address: sales@hwsbeauty.co.uk

Telephone number: 02080345 7184

 

I/We[*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] [for the supply of the following product [*], Ordered on [*]/received on [*] _ _ _ _ _ _ _ _ (date received)

 

Name of consumer(s):

 

Address of consumer(s):

 

 

___________________________

Signature of consumer(s) (only if this form is notifies on paper)

 

___________________________

Date

 

[*] Delete as appropriate.

 

What should I do if I receive an incorrect item?

We try to keep high standards when it comes to packaging your order. However there could be done mistakes which we do apologise for. As part of our customer objectives, we will do our best to resolve your query within a short period of time with the minimal inconvenience. Our aim is to provide the best solution for you.

Once we communicate the issue with you we will give you the option to return the item back to us at Unit A22, Hastingwood Trading Estate, 34Harbet Road, Edmonton, N18 3HT or alternatively, we will ask you to allow us to arrange a collection from you. The next step will be either to refund your money for the item or send you the correct one if it is available (in stock), depending on which option you agree to.

 

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 which we do apologise for. 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.

You can contact us via email or phone, provided on the Website. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

 

How do I arrange a return?

Please contact our Customer Service team, either e.cetin@hwsbeauty.co.uk or m.argyou@hwsbeauty.co.uk, or phone 0208 345 7184 to arrange your return.

Please remember that to return any item it has to be unused and in a re-saleable condition. We will need to know your order number, the item you want to return and the reason for return. Then you will need to securely pack the item(s) and return them to Unit A22, Hastingwood Trading Estate, 34Harbet Road, Edmonton, N18 3HT. Your refund will be made after we receive the item(s).

 

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 incorrect item

-If the item is damaged due to our fault

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 a delivery service that insures you for the value of the goods.

 

 

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 at sales@hwsbeauty.co.uk or by post at Customer Service Department, Unit A22, Hastingwood Trading Estate, 34Harbet Road, Edmonton, N18 3HT.

Our Returns Policy forms part of, and must be read in conjunction with, 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 13/08/14.

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

Your statutory rights:

Our Returns Policy does not affect your statutory rights.

 

Right to cancel

1.            Subject as stated in these Terms and Conditions, you can cancel this contract within 14 days without giving any reason.

2.            The cancellation period will expire after 14 days from the day on which you acquire, or a third party, other than the carrier indicated by you, acquires physical possession of the last of the Goods. In a contract for the supply of goods over time (i.e. subscriptions), the right to cancel will be 14 days after the first delivery.

3.            To exercise the right to cancel, you must inform us of your decision to cancel this Contract by a clear statement setting out your decision (e.g. a letter sent by post, fax or email). You can use the attached model cancellation form, but it is not obligatory. In any event, you must be able to show clear evidence of when the cancellation was made, so you may decide to use the model cancellation form.

4.            You can also electronically fill in and submit the model cancellation form or any other clear statement of the Customer’s decision to cancel the Contract on our website www.hwsbeauty.co.uk. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation in a Durable Medium (e.g. by email) without delay.

5.            To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

 

Effects of cancellation in the cancellation period

6.            Except as set out below, if you cancel this Contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

 

Deduction for Goods supplied

7.            We may make a deduction from the reimbursement for loss in value of any Goods supplied, if the loss is the result of unnecessary handling by you (i.e. handling the Goods beyond what is necessary to establish the nature, characteristics and functioning of the Goods: e.g. it goes beyond the sort of handling that might be reasonably allowed in a shop). This is because you are liable for that loss and, if that deduction is not made, you must pay us the amount of that loss.

 

Timing of reimbursement

8.            If we have not offered to collect the Goods, we will make the reimbursement without undue delay, and not later than:

a.            14 days after the day we receive back from you any Goods supplied, or

b.            (if earlier) 14 days after the day you provide evidence that you have sent back the Goods.

9.            If we have offered to collect the Goods or if no Goods were supplied, we will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this Contract.

10.          We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

 

Returning Goods

11.          If you have received Goods in connection with the Contract which you have cancelled, you must send back the Goods or hand them over to us at A22, Hastingwood Trading Estate, 34 Harbet Road, Edmonton, N18 3HT without delay and in any event not later than 14 days from the day on which you communicate to us your cancellation of this Contract. The deadline is met if you send back the Goods before the period of 14 days has expired. You agree that you will have to bear the cost of returning the Goods.

12.          For the purposes of these Cancellation Rights, these words have the following meanings:

a.            Distance contract means a contract concluded between a trader and a consumer under an organised distance sales or service-provision scheme without the simultaneous physical presence of the trader and the consumer, with the exclusive use of one or more means of distance communication up to and including the time at which the contract is concluded;

b.            Sales contract means a contract under which a trader transfers or agrees to transfer the ownership of goods to a consumer and the consumer pays or agrees to pay the price, including any contract that has both goods and services as its object.

 

Model cancellation Form

To

Hairwaves Ltd

Unit A22, Hastingwood Trading Estate

34 Harbet Road, Edmonton

N18 3HT

 

Email address: sales@hwsbeauty.co.uk

Telephone number: 02080345 7184

 

I/We[*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] [for the supply of the following product [*], Ordered on [*]/received on [*] _ _ _ _ _ _ _ _ (date received)

 

Name of consumer(s):

 

Address of consumer(s):

 

 

___________________________

Signature of consumer(s) (only if this form is notifies on paper)

 

___________________________

Date

 

[*] Delete as appropriate.

 

What should I do if I receive an incorrect item?

We try to keep high standards when it comes to packaging your order. However there could be done mistakes which we do apologise for. As part of our customer objectives, we will do our best to resolve your query within a short period of time with the minimal inconvenience. Our aim is to provide the best solution for you.

Once we communicate the issue with you we will give you the option to return the item back to us at Unit A22, Hastingwood Trading Estate, 34Harbet Road, Edmonton, N18 3HT or alternatively, we will ask you to allow us to arrange a collection from you. The next step will be either to refund your money for the item or send you the correct one if it is available (in stock), depending on which option you agree to.

 

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 which we do apologise for. 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.

You can contact us via email or phone, provided on the Website. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

 

How do I arrange a return?

Please contact our Customer Service team, either e.cetin@hwsbeauty.co.uk or m.argyou@hwsbeauty.co.uk, or phone 0208 345 7184 to arrange your return.

Please remember that to return any item it has to be unused and in a re-saleable condition. We will need to know your order number, the item you want to return and the reason for return. Then you will need to securely pack the item(s) and return them to Unit A22, Hastingwood Trading Estate, 34Harbet Road, Edmonton, N18 3HT. Your refund will be made after we receive the item(s).

 

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 incorrect item

-If the item is damaged due to our fault

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 a delivery service that insures you for the value of the goods.

 

 

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 at sales@hwsbeauty.co.uk or by post at Customer Service Department, Unit A22, Hastingwood Trading Estate, 34Harbet Road, Edmonton, N18 3HT.