Refund and Returns Policy

Images and Descriptions
The images of the products on our site are for illustrative purposes only. Although we have made every effort to display the correct image, due to the volume of images on our website, errors may arise. Therefore we do not warrant that the image is correct, complete or corresponds to the description of the product. Please note that colours may vary from the images. We reserve the right to remove or amend an image at any time.
Compliance
The products are compliant for sale in the UK and Republic of Ireland. We do not represent that the products are compliant for sale and/or use in other countries.
Availability
All products shown on our website are subject to availability. We will inform you as soon as possible if the Product you have ordered is not available and we will not process your order if made.
Restrictions on sale/diversion
By purchasing products you agree to comply with any restrictions and/or limitations which Lush Salon Supplies may apply, from time to time, to the sale of certain products including but not limited to certain professional branded products which can only be purchased for use in your own salon/business or sold to retail customers through your salon/business.
Prices
The prices of the products on our website may change from time to time. Changes will not affect any order which we have dispatched to you. Our website contains a large number of products. It is always possible that, despite our reasonable efforts, some of the products on our website may be incorrectly priced. If we discover an error in the price of the products you have ordered we will inform you of this error and we will give you the option of continuing to purchase the product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Where a pricing error is obvious and could reasonably have been recognised by you as mispricing, we do not have to provide the products to you at the incorrect (lower) price. All prices exclude VAT. All prices exclude delivery charges Promotions and prices available on this website may differ or not be available in our stores and vice versa.
HOW A CONTRACT IS FORMED BETWEEN US
Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process. After you place an order, you will receive confirmation from us acknowledging that we have
received your order. However, this does not mean that your order has been accepted. We will accept your order when we dispatch your order to you. The Contract between us will only be formed when we dispatch your order to you. Until dispatch we have no obligation to you.

If we are not able to dispatch all the products in your order at one time due to operational reasons or shortage of stock, we will dispatch the products in instalments. We will not charge you extra delivery costs for this. Each instalment will constitute a separate Contract governed
by these Terms & Conditions. We reserve the right (in our absolute discretion) to cancel an order for any reason, for example but not limited to, unavailability of stock, pricing errors, technical or regulatory reason or if we suspect a breach of these Terms & Conditions. We will inform you of this and we will not process your order.
3.4 CANCELLATION AND RETURNS
An order cannot be cancelled or amended once submitted. Products are not supplied on a sale or return basis. If you are not pleased with your purchase for any reason our Returns Policy will apply.
We will require you to inform us of your wish to return a product by completing a Returns Form which you can find on our Returns page. We will email you within 2 working days to give you guidance on next steps as well as a Returns Authorisation Number.
Any product must be returned to us with 30 days of delivery to you. The products must be returned in their original condition, including outer packaging, unused and in perfect saleable condition.
Certain products cannot be returned. These include:

• Any made-to-measure, custom-made, special order products or products supplied
• direct from the manufacturer (including furniture and equipment);
• Any product which has a security seal which you have opened or unsealed;
• ghd products;
• Any product which, for hygiene purposes, cannot be returned which includes cosmetics, hairbrushes and combs, hair extensions and hair pieces, body jewellery, earrings or piercing tools, foot spas, scissors and blades and manicure/pedicure tools.

You should return the product at your own cost to the Returns Address set out below. You are responsible for ensuring that the product arrives safely to us so we strongly recommend that you return the product by recorded post. We will not be responsible for any loss or damage to products whilst being returned to us. We can arrange collection for you, however, we will deduct our costs from any refund due.

Lush Salon Supplies Stafford Ltd
20 Greyfriars
ST16 2SA

You can also return a product to any one of our stores. Click here for the full list of all our stores. You will need to present the product together with your delivery paperwork as proof of purchase and your returns authorisation number.
Delivery charges paid by you will not be refunded. Products which are given free, as part of an offer, cannot be exchanged or refunded unless the full offer is returned. We reserve the right to charge a restocking fee of 10% of the refund which will be deducted
from your refund. We refund you on the same credit card or debit card used by you to pay for the products. Processing a refund can take up to 21 days from receipt of the returned products.
3.5 FAULTY PRODUCTS
Where products are proven to be faulty we reserve the right to repair or replace the product or to provide you with a refund, in our absolute discretion.
Any refund will include the price of the defective product, any applicable delivery charges paid by you and your reasonable costs in returning the product to us. Please note that if you ordered several items in your order your delivery charge might still apply and will not
necessarily be refunded.
You must contact our Returns Department within 30 days of receipt of the products if you wish to reject the products because they are faulty. You can return the faulty product either to the Returns Address (above) or to one of ours stores You can review our Dispatch & Delivery options, charges, times and special conditions here. Whilst every reasonable effort shall be made to keep any delivery date, time of delivery shall not be of the essence and Salon Services shall not be liable for any losses, costs, damages or expenses incurred by you or any other third party arising directly or indirectly out of any failure by us to meet any delivery date. Delivery will take place when we deliver the products to the address you gave us when you placed your order. We reserve the right not to deliver your order if we consider the address is unsecure, for example, a communal address or PO box. If no one is available at your address to take delivery, we will leave you a note that the products have been returned to our premises, in which case, please contact us to rearrange delivery. If you refuse to accept delivery for any reason, we will store your products for 7 days after the first attempt to deliver your order to you and charge you our storage costs or that of our third party logistics partners. Delivery is deemed to have taken place on expiry of the 7 days and we reserve the right to either continue to store your products and charge you the storage costs or to dispose of the products and to recover all associated charges, costs and expenses incurred by us. The products will be your responsibility from delivery. You own the products once we have received payment in full, including all applicable delivery charges. Until payment has been received in full by us, you will hold the products on a fiduciary basis as our bailee and you will safe guard the products at all times. If, before ownership passes to you, you delay or suspend, or threaten to delay or suspend payment of your debts ( to us or any other third party), or you are unable to pay your debts as they fall due or you admit your inability to pay your debts, or (being a company) you are deemed unable to pay your debts, or (being an individual) you are deemed either unable to pay your debts or as having no reasonable prospect of so doing, or (being a partnership) has any partner to whom any of the foregoing apply, then, provided the products have not been resold, and without limiting any other right or remedy that we may have, we may at any time require you to deliver up the products to us and, if you fail to do so promptly, you permit us to enter any premises of yours or of any third party where the products are stored in order to recover them.
Claims for an incomplete delivery or damage to products in transit cannot be accepted unless you notify us within 48 hours of receipt of the products. You must contact our Returns Department to make a claim. We will pay the cost of returning the damaged products to us where we have been notified within the 48 hours. We will not accept any claims made outside of the timeframes above and any damage will be deemed to have occurred after delivery to you and you will be deemed to have received your complete order.
In the case of non-delivery (of the entire order), you must notify us within 14 days of the date of our invoice. We will not accept any claims made outside of this timeframe and delivery is deemed to have been made.
3.7 DELIVERY CHARGES
You can review our current Delivery Charges here.
3.8 CLICK & COLLECT
We offer a Click & Collect service. For full details please click here.
3.9 HOW TO PAY
You can only pay for products using a debit card or credit card or via PayPal or Apple Pay. We accept the following cards: Visa Electron, Visa, Maestro, Mastercard icon. Payment for orders for custom-made, special order or bespoke products (whether delivered direct to you from our suppliers or through our distribution centre) will be charged to your debit or credit card at the time you place your order.
For all other orders, whether placed through our website or call centre, payment for the products ordered and all applicable delivery charges will be pre-authorised to your debit or credit card when you place your order and payment will be taken on dispatch of the products and then only for those products which are actually dispatched to you. Therefore there may a delay between the date you place your order and the date when your debit card or credit card is charged.