We’ve built The Natural Curl Company around a community of curly-haired clients who value kindness, compassion, and trust. We take real pride in our work and in the care we give, and our aim is always for you to leave feeling confident and looked after.

 

Because our services are personalised, time-based, and often involve products that cannot be reused, we do not generally offer refunds on completed salon services. Instead, if something isn’t quite right, we focus on putting it right quickly and fairly.

 

 

If you’re unhappy with your service

 

If you have any concerns at all, please contact us within 48 hours of your appointment. The sooner you get in touch, the easier it is for us to assess what’s happened and help.

 

In most cases, we will offer an adjustment appointment where appropriate.

 

 

Adjustments and corrections

 

Our priority is to resolve issues in a way that protects the health of your hair and achieves the best possible outcome.

 

• We may ask for photos in natural light and/or invite you back to the salon for a quick assessment.

• Where a correction is appropriate, it must be booked and attended within 14 days of your original appointment (or the next reasonable available appointment).

• Adjustments are offered at no extra charge when, in our professional judgement, the concern relates directly to the original service and it is safe to correct.

 

 

When refunds or free adjustments may not apply

 

We know life can be unpredictable, and hair can be too. There are a few situations where we cannot offer refunds or free corrections, including:

 

• If you change your mind after the service is complete.

• If relevant hair history wasn’t disclosed during consultation (including previous colour, chemical treatments, box dye, henna, metallic salts, or prior reactions).

• If aftercare advice hasn’t been followed and that has affected the outcome.

• If your hair has been altered by you or another salon after your appointment, before we’ve had the chance to assess it.

• If the service had to be changed or shortened due to late arrival.

• If patch test requirements were not met, or we refused/adjusted a service for safety reasons.

• If your desired outcome was not achievable safely in one session and this was discussed at consultation.

 

 

Refunds in exceptional circumstances

 

In rare cases, a refund may be considered, for example if:

 

• We’re unable to offer a reasonable correction within an appropriate timeframe, or

• A correction isn’t possible and the service clearly wasn’t delivered as agreed.

 

Any refund decision is made by management after reviewing consultation notes and service records, and where relevant, an in-salon assessment.

 

 

Retail product returns

 

If you’ve purchased products from the salon:

 

• Unopened and unused products can be returned within 14 days with proof of purchase.

• Opened or used products cannot be returned for hygiene reasons, unless faulty.

• Faulty products will be assessed and handled fairly and in line with consumer rights.

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We truly appreciate your understanding. Our intention is always to be fair, and to make sure every curl we care for receives the time, attention, and service it deserves.