​At Emava, we want all our clients to be happy with the products and services we provide. If you have a concern regarding a product you have purchased or a service you have received, please contact us as soon as possible so that we can assess the matter and determine the most appropriate resolution.

 

1. PRODUCT RETURNS

Returns

Our standard product returns policy is 30 days from the date of purchase.

To be eligible for a return, products should be unused, unopened and in their original condition and packaging, unless the product is faulty.

Proof of purchase may be required.

For products purchased online, any applicable statutory cancellation rights will also apply. These rights are separate from our standard 30-day returns policy. 

 

Faulty or Damaged Products

If a product is faulty, damaged when supplied, or does not meet the requirements of consumer law, please contact us as soon as possible.

Depending on the circumstances, we may offer a replacement, repair, refund or other appropriate remedy.

Nothing in this policy affects your statutory consumer rights. 

 

Sale Items

Sale items may be returned subject to the same statutory rights as full-price items.

Our standard change-of-mind returns policy may not apply to certain sale or promotional purchases where this has been clearly stated at the time of purchase.

Faulty or incorrectly supplied items remain subject to your statutory rights. 

 

Refunds

Once a returned product has been received and inspected, we will confirm whether the return has been approved.

Where a refund is approved, it will normally be made to the original method of payment.

Please allow 7 working days for the refund to be processed.

 

Exchanges

Where appropriate, we may offer an exchange for a product that is faulty or damaged.

Please contact us before returning the item.

 

2. SERVICE REDOS & CORRECTIONS

We take pride in the services we provide and want every client to be happy with their result.

If you have a concern regarding a service, please contact Emava as soon as possible after your appointment.

Where a service has not been provided with the required reasonable care and skill or does not conform to what was agreed, the appropriate remedy will be considered in accordance with your statutory rights. 

 

Assessment Before a Redo or Refund

Before any redo, correction, refund or other remedy is agreed in relation to a hair service, the hair must first be assessed by an acting management team member at Emava.

This assessment is required to establish the nature of the concern, assess the condition of the hair and determine the most appropriate resolution.

No redo, correction or refund will be authorised until this assessment has taken place.

The client may be asked to attend the salon for an in-person assessment where necessary.

Following the assessment, Emava will determine the most appropriate resolution based on the individual circumstances.

This may include:

• A complimentary redo or correction;

• A partial refund;

• A full refund; or

• Another appropriate resolution.

 

3. REDOS & CORRECTIONS

Where an issue with the original service has been identified, Emava may offer a complimentary redo or correction.

A redo is intended to correct the original service and is not intended to provide a completely different service or result from that originally discussed and agreed during the consultation.

A redo or correction may not be offered where:

• The client has changed their mind about the agreed service or result;

• The hair has subsequently been altered, coloured, treated or worked on elsewhere;

• The client has not followed the aftercare advice provided;

• Products or treatments used after the appointment may have affected the result;

• The requested result is materially different from the original service agreed; or

• The concern is raised significantly after the appointment without reasonable explanation.

These circumstances will be considered on an individual basis.

 

4. SERVICE REFUNDS

A refund for a service is not automatically available simply because a client is unhappy with the result.

Where a concern is raised, Emava will first assess the service and, where appropriate, offer the opportunity to correct the issue.

Any refund must be considered following an assessment by an acting management team member.

Where appropriate, Emava may offer:

• A complimentary correction or redo;

• A partial refund;

• A full refund; or

• Another appropriate resolution.

The resolution offered will depend on the individual circumstances and the nature of the concern.

Where a client chooses to have corrective work carried out elsewhere before giving Emava a reasonable opportunity to assess the concern or provide a correction, Emava may not be able to offer a refund or contribution towards the cost of the external treatment.

This does not affect any statutory rights the client may have.

 

5. CONSULTATION & AFTERCARE

The result of a hair or beauty service can be affected by a number of factors, including previous treatments, the condition of the hair, skin or nails, lifestyle, maintenance and aftercare.

Our team will discuss the requested service during the consultation and, where appropriate, advise what can reasonably be achieved.

Clients are expected to follow the aftercare advice provided following their service.

Where a stylist believes that a requested service may not be suitable or may cause unnecessary damage, they may recommend an alternative service or decline to carry out the requested treatment.

 

6. RAISING A CONCERN

If you have a concern regarding a product or service, please contact Emava directly.

Please provide:

• Your name and appointment details;

• The product or service involved;

• The date of purchase or appointment;

• Details of your concern; and

• Photographs where appropriate.

We may ask you to attend the salon so that an acting management team member can assess the concern.

Please do not arrange corrective work elsewhere before contacting Emava, as this may affect our ability to properly assess the original service and determine an appropriate resolution.

 

7. TIMESCALES

We ask that all concerns relating to services are raised as soon as reasonably possible following the appointment.

For service concerns, we recommend contacting us within 7 days of the original appointment wherever possible.

This is a recommended timeframe to allow us to assess and, where appropriate, correct an issue promptly and does not remove or limit any statutory rights a client may have.

Product returns will be dealt with in accordance with our returns policy and applicable statutory consumer rights.

 

8. INDIVIDUAL CIRCUMSTANCES

Every concern will be considered on its individual circumstances.

Emava will determine the most appropriate resolution following assessment of the concern, taking into account the service or product provided, the consultation, the condition of the hair or relevant treatment area, aftercare and any other relevant circumstances.

This policy is intended to provide clear guidance to both our clients and our team.

Nothing in this policy is intended to remove or restrict any statutory consumer rights.

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