Refund policy

Returns and Refunds Policy

We have a 14-day return policy for items ordered in error, which means you have 14 days after receiving your item to request a return for that reason. Products are not offered on a sale or return basis.

To be eligible for a return, your item must be unopened and in perfect, resaleable condition, in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please email info@decibelhair.co.uk to request a returns authorisation number. Returns without an authorisation will not be accepted.

If your return is accepted, we will send you instructions on how and where to send your package. You are responsible for the cost of returning items ordered in error.

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

Damages and issues

Please inspect your order upon receipt and contact us within 3 days if any item is damaged in transit, defective, or if you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions and non-returnable items

We do not accept returns of any items that have been opened or used unless they are defective. Hair and personal care products that have been unsealed cannot be returned for hygiene reasons. This is in accordance with the Consumer Contracts Regulations 2013. We do not offer sale or return. If you have questions about a specific item, please get in touch before returning it.

Exchanges

The fastest way to get what you want is to return the item you have once authorised, and then make a separate purchase for the new item.

Refunds

For items ordered in error, we will process your refund within 14 days of receiving the products back in unopened, perfect condition. We will refund the product price in full, excluding the original delivery charge. You are responsible for the cost of returning the item to us.

For items returned due to a fault or damage, we will examine the returned product and email you with the outcome within a reasonable period. Under the Consumer Rights Act 2015, if goods are confirmed as faulty, you are entitled to a full refund if the fault is reported within 30 days of receipt. We will process your refund as soon as possible, and in any case within 14 days of confirming your entitlement. Faulty or damaged items will be refunded in full, including the original delivery charge. We will also refund your return postage costs at the standard first class rate. If you choose recorded delivery, the additional cost will be borne by you.

We will usually refund you using the same payment method you used for the purchase. If more than 14 days have passed since we confirmed your refund and you have not received it, please contact us at info@decibelhair.co.uk.

Our returns policy does not affect your statutory rights.