SERVICE CONCERNS & RESOLUTION POLICY
Your satisfaction with your hair and your experience at Sheona Hosie Hair is extremely important to us. If you are not completely happy with the results of a service you have received, please contact Sheona by email at hello@sheonahosie.com within 48 hours of your appointment.
We will be more than happy to invite you back to the salon so that we can assess your hair in person, revisit your original consultation and discuss any concerns you may have. Where appropriate, we will agree on a plan to make reasonable adjustments to your colour or service.
SERVICE CONCERNS & RESOLUTION POLICY
Hair colour is a highly skilled and individual process. The final result can be influenced by many factors, including your hair's condition, previous colour history, underlying pigments, porosity, home care and the starting point from which we are working. In some circumstances, achieving a particular result may require more than one appointment, particularly when undertaking significant colour changes or corrective work.
Our team are highly skilled professionals with an in-depth understanding of hair science, colour theory and the chemical processes involved in professional hair services. Every service is carried out with due care, attention and consideration for the condition and integrity of your hair.
If you have a concern about your colour, we must be given the opportunity to assess your hair and, where appropriate, make reasonable adjustments before any request for a refund will be considered. We cannot fairly assess or resolve a concern without first seeing the hair in person.
We therefore ask that clients do not have their hair altered, coloured or corrected by another salon or stylist before giving us the opportunity to assess and address the concern. If another professional has subsequently altered the work, we may no longer be able to determine the original result or offer a complimentary adjustment.
AFTERCARE & LASTING RESULTS
The longevity and condition of your colour or other salon service can be significantly affected by the products used at home and how the hair is cared for following your appointment.
We can only stand behind the expected longevity of our services where the aftercare advice provided by your stylist has been followed. Concerns raised outside the 48-hour notification period, particularly where the recommended aftercare has not been followed, may not be considered an issue with the original salon result.
Please also be aware that normal fading, regrowth, changes caused by washing, heat styling, environmental exposure or the use of unsuitable products are not considered faults with the original service.
REFUNDS
We do not routinely issue refunds for services that have already been carried out. Our priority will always be to understand your concerns and, wherever reasonably possible, work with you to achieve a satisfactory resolution.
Before a refund request can be considered, Sheona Hosie Hair must first be given the opportunity to assess the service and offer appropriate reasonable adjustments or corrective work. Declining the opportunity for us to assess or make reasonable adjustments does not automatically entitle a client to a refund.
Nothing within this policy affects your statutory rights.
Our aim is always to have an open and constructive conversation. If something does not feel quite right, we encourage you to contact us promptly so that we have the opportunity to understand your concerns and work towards the best possible solution.