Aprils Hair Salon Refund Policy

At Aprils Hair Salon Group, we are committed to providing services and products of the highest quality and professionalism across all our New Zealand locations.

Our Refund Policy is guided by and fully compliant with the New Zealand Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986.

The CGA provides clients with guarantees that services will be performed with reasonable care and skill, and will be fit for the particular purpose they were supplied for.

1. Service Guarantee and Remedy Procedure

Our primary goal is your absolute satisfaction with your hair service.

We operate under a strict Service Guarantee policy:

1.1. Notification Period

If you are unhappy with the result of a service, you must contact the Salon Manager at the location where the service was performed within 7 days of the original appointment date.

Failure to report dissatisfaction within this 7-day period may impact our ability to offer a complimentary remedy.

1.2. The Primary Remedy (Re-Do)

If, upon assessment by the Salon Manager, the service is deemed to be genuinely sub-standard or faulty (i.e., it failed to meet the agreed-upon outcome of the consultation), our primary remedy is a complimentary "Re-Do" appointment.

This remedy will be offered at no additional charge to the Client.

The "Re-Do" must be performed by an Aprils stylist and should be completed within 14 days of the original complaint notification.

1.3. Change of Mind

We do not offer refunds or complimentary re-dos for services when the Client has simply changed their mind about the desired result or style after the service has been completed according to the detailed consultation agreement.

The consultation process ensures mutual agreement on the outcome before any service begins.

1.4. Substantial Failure (CGA)

In the unlikely event of a service failure that is considered "substantial" under the CGA (meaning a reasonable consumer would not have acquired the service if they had known about the failure):

The Client is entitled to either a full refund for the service or compensation for the difference in value, in addition to compensation for any reasonably foreseeable loss resulting from the failure.

The determination of a "substantial failure" will be made by the Salon Manager in consultation with Aprils management, adhering strictly to CGA guidelines.

2. Retail Product Refund and Exchange Policy

Our policy for retail products purchased in our salons is also governed by the CGA.

2.1. Faulty, Damaged, or Substandard Products

If a product purchased is faulty, damaged, or does not meet an acceptable quality standard:

You are entitled to a refund, replacement, or repair, as determined by the nature of the fault, provided you notify us and return the item with proof of purchase within a reasonable time, typically 14 days.

Refunds for faulty products will be processed using the original method of payment.

2.2. Change of Mind (Retail Products)

We do not offer refunds or exchanges for retail products if you simply change your mind after the purchase, in line with standard retail practices.

Please choose your products carefully based on the advice of your stylist.

2.3. Return Condition

Products returned due to fault must be accompanied by proof of purchase (receipt or transaction record) and returned in their original packaging, where possible.

3. Exclusions from Service Guarantee

Our service guarantee does not apply, and we are not liable for the costs of corrections or refunds, in the following circumstances:

a) Failure to Disclose: If the Client failed to disclose crucial information during the consultation process, including known allergies, medical conditions, medications, or previous chemical treatments (especially box dyes, henna, or strong home treatments).

b) Refusal of Patch Test: If the Client refused to undergo a mandatory skin sensitivity or patch test at least 48 hours prior to the colour service, resulting in a chemical or allergic reaction.

c) Client Instruction Against Advice: If the Client insisted on a particular service or outcome against the professional advice or warning of the Aprils stylist.

d) Damage Due to Home Care: If the resulting service failure is due to the Client's misuse of products or failure to follow the post-service maintenance instructions provided by the stylist.

e) Damage to Personal Property: Aprils is not liable for accidental staining or damage to clothing caused by hair colour or chemicals during the service, as we advise clients to wear protective clothing provided by the salon.

4. Initiating a Refund or Guarantee Claim

To initiate a claim under this policy, please follow these steps:

1. Contact the Salon: Immediately call or email the specific Aprils Hair Salon Group location where the original service was performed.

2. Speak to the Manager: Request to speak directly with the Salon Manager regarding your concern.

3. Provide Details: Clearly state the nature of the fault, the date of the original service, and provide any photographic evidence requested by the Manager.

4. Inspection: You must be available to return to the salon within the 7-day notification period to allow the Salon Manager and the original stylist to visually inspect the hair.

The Manager will then determine the appropriate course of action (Re-Do, partial refund, or full remedy) in compliance with this policy and the CGA.