Returns

Last updated: 01/10/25

1. Overview

At The Priory Salon Malvern, we take great care to ensure that all products sold via our online shop are of high quality and accurately described. However, please note that we do not accept returns or exchanges for any products purchased from our website, except where required by statutory rights (see Section 4).

2. “No Returns” Policy

  • All sales are final.

  • Once an order has been placed and payment accepted, it cannot be canceled or changed.

  • We do not offer exchanges or accept returned items, unless there is a proven manufacturing defect or the item is damaged in transit (see below).

3. Damaged, Faulty, or Incorrect Items

While we do not accept general returns, we stand behind the integrity of what we ship. If your order arrives:

  • Damaged

  • Faulty / defective

  • Incorrect (i.e. not matching your order)

then please contact us within 7 days of delivery at [email protected]. You must provide:

  • Your order number

  • A description of the issue

  • Photographs clearly showing the damage/fault/issue

  • Preferably, the packaging and any labels intact

If we confirm the item is faulty, damaged, or incorrectly sent, we will, at our discretion:

  • Provide a replacement, or

  • Issue a refund for that item, or

  • Provide a credit note for the current sale value

We reserve the right to ask for the item to be returned (at our cost) so that we can inspect it.

4. Statutory Rights & Consumer Protection

Nothing in this policy affects your statutory rights under UK consumer law, including under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. For example:

  • If a product is faulty, you are entitled to a repair, replacement, or refund.

  • For online purchases, you may have a “cooling-off period” in some contexts (though this does not always apply to certain items, e.g. sealed personal care goods once unsealed).

  • This policy does not limit your rights to make a claim under applicable statutory provisions.

5. Refunds Processing

  • Refunds will be credited using the same method as your original payment.

  • We aim to process approved refunds within 14 days of receiving satisfactory evidence of a defect or damage.

  • Depending on your bank or card provider, it may take additional time for the refund to appear in your account.

6. Contact Us

If you have any questions, wish to report a defect, or discuss your order, please reach out at:

Thank you for understanding our policy. We appreciate your business and always strive to deliver products you’ll be delighted with.