Returns
If you are a consumer buying online, you can cancel your order within 14 days of receiving it under the Consumer Contracts Regulations 2013. Tell us by emailing sales@proaddiction.co.uk, then return the item within 14 days of telling us.
For hygiene reasons, opened or used haircare products cannot be returned unless faulty. Items must be unopened, unused and in their original packaging.
Faulty or damaged items
If something arrives damaged, faulty or incorrect, contact us within 2 days with your order number and a photo. We will replace it or refund you in full, including delivery costs. This does not affect your statutory rights.
Refunds
Once we receive and inspect your return, we will refund you to your original payment method within 14 days. You pay return postage unless the item was faulty or sent in error.
Trade accounts
Professional and trade orders are covered by your trade account terms. These terms apply to orders placed by salons and professionals through a Proaddiction UK trade account. Trade customers are businesses, so the 14-day consumer cancellation right does not apply.
Faulty, damaged or incorrect items
Please check deliveries on arrival. Report any damaged, faulty, missing or incorrect items within 2 working days of delivery to sales@proaddiction.co.uk, with your order number and photos. We will replace the items or credit your account in full, including delivery.
Returning unwanted stock
Unopened, unused items in their original sealed packaging may be returned within 10 days of delivery, by prior agreement only. Please email us for a returns authorisation number before sending anything back. Returns without one may be refused.
- Returns are credited to your trade account, less a [15]% restocking fee.
- Return carriage is at your cost and risk unless the item was faulty or sent in error.
- Goods must have at least 12 months of shelf life remaining.
Items we cannot accept back
- Opened, used or partially used products, including opened smoothing treatment, for hygiene and safety reasons.
- Products damaged after delivery or stored incorrectly.
- Special orders, clearance or discounted stock, and promotional or free items.
- Training courses and education days, which are covered by separate booking terms.
Product performance
ProAddiction professional products must be used by trained stylists, in line with the manufacturer’s instructions and your ProAddiction training. Results depend on correct application, so we cannot offer refunds for dissatisfaction with service results where the product was not faulty.
Credits
Approved returns are credited to your trade account within 10 working days of receipt. Cash refunds are given only for faulty goods or our own errors.
Nothing in these terms affects your statutory rights where goods are faulty.
Return address
ProAddiction UK, 101 Margate Road, Ramsgate, Kent, CT11 7SU