Refund policy

RETURN & REFUND POLICY

We have a 14-day return policy, which means you have 14 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 returned in their original, sealed packaging and re-saleable. (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.

If you would like to return your order, please contact us via email info@otbhair.com 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 can always contact us for any return questions at info@otbhair.com

Damages and issues

If we deliver an item in error or a damaged item, we will cover the cost of returning this to us if required. Please note that we will only cover the cost of standard shipping for this. If you do receive a damaged item, please do not dispose of this without prior written confirmation from us as we may require it returned (at our expense). In the interests of hygiene, we are unable to exchange or refund any grooming, cosmetic or electrical products once the security or hygiene tag/seal has been removed, or if they show signs of use unless the items are faulty. If you have a faulty electrical product you will have to contact the manufacturer from the number on the documents you received in the box along with the product.

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.

 

Free Gift Policy

As part of our ongoing promotional campaigns, qualifying orders may include complimentary items such as the PerfectShine Hairdryer, PerfectShine Peroxide, hair mask and all other promotional free gifts.

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.

Returns Policy

To be eligible for a return, your item must be returned in the same condition in which it was received. Goods must be unused, unopened, and returned in their original sealed packaging. Any security seals, void stickers, or protective packaging must remain intact and must not be removed. This does not affect your statutory rights.

If items are returned damaged, used, incomplete, or with missing components, we reserve the right to make a deduction or charge to cover any loss in value. This may affect the amount refunded to you.

Please ensure that you include your order number or proof of purchase with your return, as this will help us process it more efficiently.

Once your return has been received, it will be inspected by our Quality Control (QC) team. We aim to process all eligible returns within 5 working days of receipt.

Please note that we do not offer free returns, and the cost of returning items is the responsibility of the customer. We strongly recommend using a tracked delivery service, as we cannot be held responsible for items lost in transit.

Damaged Parcels or Items

If your parcel arrives damaged, or any items within your order have been damaged in transit, you must notify us as soon as possible and no later than 48 hours after delivery. We may request photographs of the outer packaging, inner packaging, shipping label, and damaged item(s) in order to investigate the issue with the courier and supplier where necessary.

Failure to report transit damage within the required timeframe may affect our ability to make a claim with the courier and could impact the resolution available.

Incorrect or Wrong Item Received

If you believe you have received the wrong item, an incorrect shade, size, variant, or a product different from the one ordered, please contact us within 48 hours of delivery.

We may request photographs of the item received, its packaging, labels, batch codes, and the packing slip to help us investigate the issue. The item must remain unused, unopened, and in its original condition while the matter is being reviewed.

Once our investigation is complete, we will advise you of the next steps and, where appropriate, arrange a replacement, exchange, or refund.

Missing Items

If you believe an item is missing from your order, please contact us within 48 hours of delivery. We may request photographs of the outer packaging, inner packaging, shipping label, and all items received so that we can investigate the matter thoroughly.

Missing Deliveries

If you have not received your order, you must notify us within 30 days of placing your order. This allows us sufficient time to investigate the delivery with the courier and, where appropriate, arrange a replacement or refund.

Important Information

All claims relating to damaged items, missing items, or incorrect items are subject to investigation. We reserve the right to request further information, photographs, or evidence before a resolution can be offered.

Any refunds approved will be issued to the original payment method used when placing the order. Depending on your payment provider, please allow up to 5 working days for the funds to appear in your account.   

 

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@otbhair.com