Refund & Returns Policy

Last updated: 10 September 2026

At Renew Hair Professional, we want you to be happy with your purchase. This Refund & Returns Policy explains how cancellations, returns and refunds work when you purchase products from www.renewhair.co.uk.

This policy applies to consumer purchases made directly from Renew Hair Professional. Professional and wholesale customers may be subject to separate terms where these have been agreed in writing.

Nothing in this policy affects your statutory rights as a consumer.

1. Your Right to Cancel

If you are a consumer purchasing products online, you generally have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

If your order is delivered in multiple parts, the 14-day period generally begins when you receive the final item.

To cancel your order, please email us at:

info@renewhair.co.uk

Please include your order number and clearly state that you wish to cancel your order.

After telling us that you wish to cancel, you must return the goods to us within 14 days.

You do not have to give a reason for cancelling.

2. Condition of Returned Products

For a change-of-mind return, products should be returned unused and, where reasonably possible, in their original packaging and in the condition in which they were received.

You may handle the goods to the extent necessary to establish their nature, characteristics and functioning, as you would reasonably be able to do in a shop.

If goods have been handled beyond what is reasonably necessary and their value has been reduced as a result, we may make a reasonable deduction from your refund to reflect that reduction in value.

Certain sealed products may be excluded from the statutory right to cancel once their seal has been broken where this is necessary for health or hygiene reasons.

Where such an exception applies, we will provide the relevant information before or at the time of purchase.

3. Returning Your Order

You are responsible for the cost of returning goods when you cancel an order because you have changed your mind, unless we have agreed otherwise.

We recommend using a tracked delivery service and keeping your proof of postage until your return has been processed.

You remain responsible for the goods until they are received by us.

Please contact us before returning an item if it is faulty, damaged or incorrect so that we can advise you on the appropriate return arrangements.

4. Refunds

Once you have cancelled your order and the goods have been returned, we will issue your refund without undue delay and within the timeframe required by law.

We may wait to issue the refund until we have received the returned goods or you have provided evidence that you have returned them, whichever happens first.

For a valid cancellation, we will refund:

• the price paid for the returned goods; and

• the cost of our least expensive standard delivery option.

If you selected a more expensive delivery service, we are not required to refund the additional cost above our standard delivery charge.

Refunds will normally be made using the same payment method used for the original purchase, unless we agree otherwise with you.

5. Faulty, Damaged or Incorrect Products

If your product arrives faulty, damaged, incorrect or not as described, please contact us at info@renewhair.co.uk as soon as possible.

Please provide your order number and, where appropriate, photographs showing the problem.

We will assess the issue and advise you on the next steps.

If you are a consumer, you have statutory rights in relation to faulty, damaged, incorrect or otherwise non-conforming goods. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

These statutory rights are not affected by this policy.

6. Sale and Discounted Products

Products purchased at a sale or discounted price are subject to the same statutory consumer rights as products purchased at full price.

A sale or discount does not remove your legal rights if a product is faulty, damaged, not as described or otherwise does not conform to the contract.

Any additional voluntary return conditions that apply to a particular promotion will be clearly stated at the time of purchase and will not affect your statutory rights.

7. Products Purchased Through Other Businesses

We can only process returns and refunds for products purchased directly from Renew Hair Professional.

If you purchased a Renew Hair Professional product from a distributor, salon, retailer, marketplace or other third party, please contact the business you purchased it from.

Your statutory rights may apply against the business that sold the product to you.

8. Returns We Cannot Accept

We may be unable to accept a change-of-mind return where:

• a product falls within a legal exception to the right to cancel;

• a sealed product that cannot be returned for health or hygiene reasons has been opened; or

• the product has been handled beyond what is reasonably necessary to inspect it, resulting in a reduction in value.

Where permitted by law, we may make a reasonable deduction from the refund to reflect any reduction in value caused by unnecessary handling.

We will not use this policy to exclude or restrict statutory consumer rights.

9. Processing Your Return

We aim to process returns and refunds as quickly as possible.

Refunds will be made within the legal timeframe applicable to your return.

Once we have issued your refund, the time it takes for the funds to appear in your account may depend on your bank or payment provider.

10. How to Return an Item

Before returning an item, please contact us at:

info@renewhair.co.uk

Please provide:

• your full name;

• order number;

• details of the product you wish to return; and

• whether you are cancelling the order, returning a faulty item or contacting us for another reason.

We will provide any return instructions you need.

Please do not send a return to an address other than the return address provided by us.

11. Contact Us

If you have any questions about cancellations, returns or refunds, please contact us:

Renew Hair Professional
Office 9
2 Brookhill Way
Banbury
OX16 3ED
United Kingdom

Email: info@renewhair.co.uk
Telephone: 01865 315085

We will aim to respond to your enquiry as soon as reasonably possible.

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