Refund policy
This Return and Refund Policy explains the procedures applying to cancellations, returns and refunds for products purchased from ashimaryhairx.shop.
For assistance, contact:
Email: info@ashimaryhairx.shop
Nothing in this policy limits or excludes any mandatory rights available to consumers under applicable UK consumer law.
1. Statutory Right to Cancel Online Purchases
Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, a consumer purchasing qualifying goods online generally has the right to cancel the contract without giving a reason.
For most qualifying goods, the cancellation period expires 14 days after the day on which the customer, or a person nominated by the customer other than the carrier, receives the goods.
For an order containing multiple goods delivered separately, the cancellation period may be calculated from receipt of the final qualifying item where required by applicable law.
To exercise the right to cancel, the customer must clearly inform us of the decision to cancel before the cancellation period expires.
A cancellation request may be sent to:
The message should preferably include the order number, customer name, product concerned and a clear statement that the customer wishes to cancel the contract.
No particular wording is required provided that the customer's intention to cancel is clear.
2. Returning Goods After Cancellation
After notifying us of a qualifying statutory cancellation, the customer must return the relevant goods within the period required by applicable law.
Under the UK distance-selling framework, consumers generally have 14 days after notifying the trader of cancellation to send the goods back.
Customers should contact info@ashimaryhairx.shop before returning products so that we can provide the appropriate return instructions and identify the return correctly.
Customers should not send unsolicited returns to a carrier, fulfilment facility or other address not confirmed for that return.
3. Condition of Returned Goods
Customers may examine qualifying goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a manner comparable to what could reasonably be done in a physical shop.
Customers should take reasonable care of goods while they are in their possession.
Returned goods should, where reasonably possible, include:
- The product;
- Included accessories;
- Product components;
- Manuals or instructions supplied with the product; and
- Original packaging where reasonably available.
The absence of original packaging does not automatically remove statutory rights.
Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, UK distance-selling rules may permit an appropriate deduction from the refund to reflect diminished value.
4. Hygiene and Sealed Goods
Certain goods may be excluded from the statutory change-of-mind cancellation right when they are supplied sealed, are not suitable for return because of health protection or hygiene reasons and have become unsealed after delivery.
This exception will only be relied upon where the legal requirements for the exception are genuinely satisfied.
The existence of a hygiene-related exception does not remove a customer's statutory rights where a product is faulty, damaged, misdescribed or otherwise fails to conform to the contract.
5. Items That May Not Qualify for Change-of-Mind Cancellation
Depending on the particular goods sold and applicable law, statutory cancellation rights may not apply to certain categories, including:
- Goods made to the customer's specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly;
- Certain sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed; and
- Other goods specifically exempted by applicable legislation.
Any statutory exception will be interpreted narrowly and will not be used to remove rights that the customer is legally entitled to exercise.
6. Faulty, Damaged or Misdescribed Goods
The statutory cancellation rules for changing your mind are separate from your rights relating to faulty goods.
Under UK consumer law, goods supplied by a trader must meet applicable statutory standards. Customers may be entitled to remedies where goods are faulty, not as described or otherwise fail to meet legal requirements.
The Consumer Rights Act 2015 provides a short-term right to reject qualifying non-conforming goods, generally lasting 30 days, together with other remedies such as repair, replacement, price reduction or refund where applicable.
If an item arrives damaged, faulty, incomplete or materially different from its description, contact:
Please provide:
- Your order number;
- Your name;
- A description of the problem; and
- Photographs or other reasonable evidence where this will assist us in assessing the issue.
Requesting photographs does not remove or reduce statutory rights.
7. Incorrect Products
If you receive a product different from the item ordered, please contact us at info@ashimaryhairx.shop as soon as reasonably possible.
We will review the order and provide an appropriate remedy, which may include replacement, return instructions or a refund where applicable.
8. Return Shipping Costs
For a valid change-of-mind cancellation, the customer may be responsible for the direct cost of returning the goods where the law permits and the customer has been properly informed of that obligation.
Where goods are faulty, damaged, misdescribed or incorrectly supplied and the seller is legally responsible for return costs, ashimaryhairx.shop will handle reasonable return costs in accordance with applicable law.
Customers should contact us before arranging an expensive or unusual return method.
9. Refund Amounts for Statutory Cancellation
Where a customer validly cancels an entire qualifying order under statutory cancellation rights, the refund will include amounts that must legally be reimbursed.
Where delivery was charged, statutory cancellation rules generally require reimbursement of the basic delivery cost, but not necessarily additional costs resulting from the customer choosing a more expensive delivery method than the least expensive standard method offered.
Standard delivery at ashimaryhairx.shop is free of charge.
10. Refund Timing
Where goods are returned following a qualifying statutory cancellation, we will process the refund without undue delay and within the timeframe required by law.
For goods, the trader may generally withhold reimbursement until the goods are received back or the consumer supplies evidence of having sent them back, whichever occurs first.
Refunds will normally be issued to the original payment method unless another method is expressly agreed and legally permitted.
Banking institutions and payment processors may require additional processing time after a refund has been issued.
11. Partial Refunds and Diminished Value
Where permitted by law, a deduction may be made where a returned product has suffered diminished value because the customer handled it beyond what was reasonably necessary to establish its nature, characteristics and functioning.
Any deduction will be assessed reasonably and will not be used to remove mandatory statutory rights.
12. Order Cancellation Before Dispatch
If you wish to cancel an order before dispatch, contact:
We will make reasonable efforts to stop processing or dispatch.
Because orders can enter fulfilment quickly, we cannot guarantee that a cancellation request received after processing has begun can be stopped before shipment.
If an order has already been dispatched, the applicable statutory cancellation and return procedures will continue to apply.
13. Refused and Unclaimed Deliveries
Customers should not refuse delivery solely as a substitute for notifying us of a cancellation.
If a parcel is returned because delivery was refused, the address was incorrect or the parcel was not collected, contact us so that the appropriate next steps can be determined.
Any handling of associated costs will remain subject to applicable consumer law.
14. Exchanges
Where an exchange is requested, customers should contact info@ashimaryhairx.shop.
Exchange availability depends on stock and the circumstances of the return.
Where an exchange cannot be provided, a refund or other appropriate remedy may be offered.
15. Statutory Rights
Nothing in this Return and Refund Policy affects statutory rights.
In particular, this policy does not prevent a consumer from exercising legal remedies for goods that are faulty, not as described, not of satisfactory quality or otherwise fail to comply with applicable legal requirements. UK government guidance confirms that traders must provide appropriate remedies for qualifying faulty or misdescribed goods.
16. Contact Us
For all return, cancellation and refund enquiries:
ashimaryhairx.shop
Email: info@ashimaryhairx.shop
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