TERMS AND CONDITIONS

TERMS & CONDITIONS

Complaints Policy

Our aim is to provide the best service possible, and while we always strive to achieve this, there will be times when the client is unhappy with the service. We aim to handle complaints quickly, effectively, fairly and honestly.

The policy aims to ensure that:

All members of the public know how to feedback to Latresse and that the process of making a complaint is simple and straightforward
All staff treat feedback seriously and deal with it promptly, efficiently, courteously and keep the customer informed of the progress

Complaints should be addressed to the salon manager via email or through a letter:

Email: info@latresse.co.uk
Letter: Latresse Ltd, 27 Curdale Road, Bartley Green, B32 4HD

Please note that complaints taking place 10 days after your appointment regarding the quality of service will not fall into our complaints policy and will be discarded.

Products
Returns Policy

Items purchased at the salon or on Latresse official online store can be returned and a credit note or exchange will be available within 14 days of purchase with a valid Latresse receipt.

Please note that we do not offer refunds once the item has left the salon.

Hair Services Return Policy

We aim to please you and make you leave our salons feeling happy with our services.

However, after your appointment, if you find some faults with the service, we allow 7 days from the date the service was rendered for you to contact the salon to make us aware.

We will arrange for you to come back to the salon within 48 hours for us to review your hair and provide you with a service free of charge to correct the mistake.

If you go to another salon to correct the issue, we will not be able to provide free service or advice and any complaints will be discarded.

We only perform a relaxer service with your own relaxer. This means you usually use that specific relaxer product on your hair and have no side effects to using the product. The salon does not advise on which relaxer product to use and cannot be held responsible for any issues caused by the relaxer product you brought to the salon for your hair. As such, we do not provide any refund on relaxer services.

We will aim to correct any faults with our services. We will only provide a refund on a hair service if we are not able to fix the issue.

Cancellation and Rescheduling Policy

We appreciate that sometimes you may need to cancel or reschedule your appointment and we kindly request that you provide at least 24 hours notice. Failure to provide sufficient notice will result in a loss of your deposit and a non-refundable deposit in full to secure your next appointment.

Clients will be required to pay a 50% deposit to secure their hair appointment - if you do not show up for your appointment you will lose your appointment deposit.

If you give less than 24 hours notice to change your appointment you will lose your deposit - all deposits are non-refundable.