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QUICK DECISION GUIDE
Quick decision guide notes
The retail website currently has two slightly differently worded returns pages, but they agree on the important operational points: 14-day window, products must be in saleable/original condition, unwanted returns are at the customer's cost, and...
Unopened, unused, within 14 days – retail
✅ Return allowed
Customer changed mind – unopened retail product
✅ Return allowed, customer pays postage
Customer opened it and doesn't like it
❌ Normally no refund
Product didn't suit their hair
❌ Normally no refund once used
Product arrived leaking
✅ Replace/refund after verification
Faulty pump/spray
✅ Replace/refund
Wrong product sent
✅ Correct/replacement + free return if required
Courier lost parcel
✅ Replacement/refund as appropriate
Duplicate order caught before dispatch
✅ Cancel + refund
Duplicate order already dispatched
Return unopened item
Returned product used/opened
❌ Reject standard return
Pro customer changes mind
❌ No standard return
Pro damaged/wrong item
Report within 48 hours