Refund policy

RETURN & REFUND POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, Goods must be unused and returned in their original, sealed packaging and void stickers must not be removed. (This does not affect your statutory rights) If items are received back damaged, or missing items we are entitled to make a charge to cover the cost of this, and thus this may affect the amount credited to you. We aim to process returns within 5 working days of receiving the item back. You’ll also need the receipt or proof of purchase. We do not offer free returns as part of our policy.

To register or notify us on non-receipt of your order, you would need to contact us with 30 days of submitting your order for us to be able to chase the delivery for you or offer replacement or refund.

If you would like to return your order, please contact us via email info@hwsbeauty.co.uk prior to sending your parcel back. We accept returns on all orders, as long as you notify us within 14 days of receipt that you're wanting to return your order. You then have a further 14 days to physically return the products.

You can always contact us for any return questions at info@hwsbeauty.co.uk.

Damaged Items and Issues
If you receive an item that is damaged or delivered in error, we will cover the cost of returning it to us, provided the return is made via standard shipping. However, please note that we can only cover standard shipping costs.
If your item is damaged, please do not dispose of it without first obtaining written confirmation from us, as we may require the item to be returned (at our expense). You will need to provide photographic evidence of the damage, including images of the damaged product and the packaging.
For hygiene reasons, we cannot accept returns, exchanges, or refunds on grooming, cosmetic, or electrical products once the security tag or hygiene seal has been removed, or if there are signs of use, unless the item is faulty. For faulty electrical items, please contact the manufacturer using the details provided in the documents that came with the product.
Excessive Damage to Liquids
In the case of excessive damage or spillage of liquid items, we will replace the product without requiring a return. However, we will need clear evidence of the damage and the spillage to process the replacement.
Reporting Damaged or Faulty Products
If you receive a damaged or faulty item, please email us with photos of the product and any relevant order details. For damaged items, we must be notified within 14 days of receipt. For faulty electrical products, please contact us within 30 days of purchase. If you report a fault after this period, you will need to reach out directly to the manufacturer. For non-electrical items, please notify us within 14 days of receiving the parcel.
We recommend testing products in salons or department stores before purchasing to ensure you’re selecting the right product for your hair type / skin type.

Consequential Loss which refers to losses that are not directly caused by an event but occur as a consequence of it. These losses are often indirect or secondary effects that arise due to the primary event, such as a product defect or a service failure. which we are not liable for as we the sequence of events leading up to or surrounding claimed damage may not be directly related to HWS Beauty

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.

If you are reporting a fault with a L’Oréal Professionnel Steam-pod product, please contact L’Oréal Professionnel directly by visiting the following link: http://www.rowenta.co.uk/repairs

Exceptions / non-returnable items

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

If you’ve ordered the wrong item — don’t worry! If your order hasn’t been dispatched yet, we may be able to help you change it.

  • Because we receive a high number of enquiries, we can’t always guarantee we’ll get to your request before your order is sent out.

  • Once an order has been dispatched, we’re unable to offer exchanges.

  • If you need to make a change, please get in touch with us as soon as possible so we can try to assist you before your order ships.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. To request a refund for damaged or missing products, you need to notify us within 30 days of purchase.

If you have not received your order and have reported it missing, we will conduct a full investigation and communicate any results on the investigations we as a company will assess the evidence and come to a final decision on whether refund will be issued based on evidence provided. 

If a product was purchased with a promotional free gift and you want to make a return, it must also be returned with that free gift to receive the full refund on the original order. If we receive a return without the Free Gift or promotional item, we reserve the right to deduct the current website price of said gift or item from the return.

Free Gift Policy

As part of our ongoing promotional campaigns, qualifying orders may include complimentary items.

Please note the following terms regarding free gifts:

· Free gifts are promotional items and are not eligible for return, refund, or repair under any circumstances.

· If you choose to return an order that included a free gift, the free gift must also be returned.

· Free gifts are not considered sellable items and do not carry any monetary value.

· Returns, exchanges, or warranty claims apply only to items that were purchased.

· If you do not wish to keep the free gift, you are welcome to dispose of it responsibly at your discretion.

We appreciate your understanding and hope you enjoy your purchase.

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@hwsbeauty.co.uk