Refund policy

REFUND POLICY

Last updated: 16 August 2026

  1. OUR 30-DAY RETURN POLICY

Avenir Haircare offers a 30-day return period for eligible products.

You must contact us within 30 days after receiving your order if you wish to request a return.

This voluntary 30-day policy is additional to any statutory cancellation, refund or product-quality rights that apply in your country.

To qualify for a change-of-mind return under our voluntary policy, the product must normally be:

• Unused and unopened.
• In the same condition in which it was received.
• In its original packaging.
• Sealed, where the product was supplied with a hygiene or protective seal.
• Accompanied by proof of purchase.

Opened, used or unsealed personal-care products will not normally qualify for a change-of-mind return for hygiene and safety reasons.

This restriction does not affect your rights if a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

  1. HOW TO REQUEST A RETURN

Before returning anything, contact us at:

info@avenir-haircare.com

Please include:

• Your full name.
• Your order number.
• The product or products you wish to return.
• The reason for the return.
• Photographs where the product is damaged, faulty, leaking or incorrectly supplied.

We will review your request and provide the appropriate return instructions and return address.

Our products are dispatched through a fulfilment partner. Do not return products to our registered office or to the address shown on the original parcel unless we specifically instruct you to do so.

Products returned without first contacting us may be delayed, misdirected or unable to be identified.

Requesting that you contact us first does not remove or restrict any statutory rights you may have.

  1. UK AND EU CANCELLATION RIGHTS

If you are a consumer in the United Kingdom or European Union, you will normally have the right to cancel an eligible online purchase without providing a reason.

You must notify us within 14 days after the day you, or a person nominated by you, receives the goods.

If products from the same order are delivered separately, the cancellation period normally begins after the final eligible product is delivered.

After notifying us that you wish to cancel, you must return the eligible goods within the following 14 days, unless we agree otherwise.

You may notify us by email or use the model cancellation form at the end of this policy. You do not have to use the form, but your cancellation must clearly identify you and the relevant order.

When a valid statutory cancellation applies, we will refund:

• The price paid for the returned products.
• The cost of our least expensive standard delivery option, where a delivery charge was paid and the complete order is cancelled.

If you selected a more expensive or upgraded delivery service, we are not required to refund the additional amount above the cost of standard delivery.

If only part of an order is cancelled, the original delivery charge may not be refundable where that charge would still have applied to the products you kept.

  1. HYGIENE AND PERSONAL-CARE PRODUCTS

Haircare and personal-care products can be sensitive to contamination after opening or use.

The statutory cooling-off right may not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken after delivery.

For this reason, products should remain unused, unopened and sealed if you may wish to return them because you have changed your mind.

We may refuse a change-of-mind return where:

• A protective or hygiene seal has been removed or broken.
• The product has been opened or used.
• The product has been contaminated or tampered with.
• The packaging or product has been materially damaged after delivery.
• The condition of the product means that it cannot safely be resold.

This exception does not apply merely because a product is a beauty or personal-care product. It applies where the relevant hygiene conditions and legal requirements are met.

It also does not affect your rights concerning faulty, damaged, unsafe or misdescribed goods.

  1. FAULTY, DAMAGED OR INCORRECT PRODUCTS

Please inspect your order after delivery and contact us promptly if:

• A product is damaged or leaking.
• A product is defective or unsafe.
• You receive the wrong product.
• Part of your order is missing.
• A product is materially different from its description.

Where possible, include clear photographs of the product, packaging and delivery label. These help us investigate the issue with our fulfilment partner.

If a product is confirmed to be faulty, damaged, incorrectly supplied or not as described, we will provide an appropriate remedy in accordance with applicable law. This may include:

• A replacement.
• A refund.
• A price reduction.
• Another remedy required by consumer law.

We will cover reasonable return costs where a return is required because the product is faulty, damaged, incorrectly supplied or not as described.

Do not dispose of a damaged or faulty product unless we confirm that you may do so. We may need photographs, batch information or the returned product to investigate the issue.

Nothing in this policy limits your statutory rights. UK customers may have a short-term right to reject faulty goods within 30 days, together with additional repair, replacement or refund rights after that period.

  1. ALLERGIES, SENSITIVITIES AND PRODUCT SUITABILITY

Customers are responsible for reviewing the product description, ingredient list, warnings and usage instructions before purchasing and using a product.

Individual sensitivities and cosmetic results can vary. An allergic reaction, sensitivity or personal dislike of a fragrance, texture or cosmetic result does not automatically mean that a product is faulty.

If you experience irritation or an unexpected reaction, stop using the product and seek appropriate medical advice where necessary.

Please contact us so that we can record the issue and provide appropriate guidance. Nothing in this section affects your rights where a product is defective, unsafe, contaminated, incorrectly labelled or otherwise fails to meet legal requirements.

  1. CHANGE-OF-MIND RETURN COSTS

Unless the product is faulty, damaged, incorrectly supplied or not as described, you are responsible for the cost of returning it.

Original delivery charges are refunded only where required by law or expressly agreed by us.

We recommend using a tracked postal or courier service and retaining proof of postage. You are responsible for taking reasonable care of the product until it reaches the designated return location.

We cannot refund return postage purchased from a third party unless we agreed to cover that cost before the return was sent.

  1. CONDITION OF RETURNED PRODUCTS

Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and suitability, subject to hygiene restrictions.

Where the value of a returned product has been reduced because it was handled beyond what would reasonably be permitted in a physical shop, we may make a reasonable deduction from the refund where permitted by law.

No deduction will be made for handling that was reasonably necessary or where the product is faulty, damaged, unsafe, incorrectly supplied or not as described.

Please package returns securely. We may not be responsible for damage caused by inadequate return packaging.

  1. BUNDLES, SETS AND PROMOTIONAL PURCHASES

Where products were purchased as a discounted bundle or set, the bundle price reflects the collective purchase.

For a voluntary change-of-mind return of the complete bundle, all included products must normally be returned unused, unopened and in their original condition.

If a partial return is permitted by law or accepted by us, the refund will be calculated fairly by reference to:

• The amount originally paid.
• The products being kept.
• The discount allocated across the bundle.
• Any applicable statutory rights.

We will not calculate a refund in a way that removes a customer’s statutory rights.

If an order included a complimentary gift that was conditional on the purchase, the gift should also be returned when the qualifying order is returned in full. If the gift is not returned, we may deduct its stated value where this was clearly disclosed and permitted by law.

  1. SALE AND DISCOUNTED PRODUCTS

Sale, discounted and promotional products have the same statutory rights as full-price products.

An item will not be refused simply because it was purchased during a sale or with a discount code.

Change-of-mind returns under our voluntary 30-day policy must still meet the eligibility and hygiene conditions stated in this policy.

If a product was clearly discounted because of a specific fault or imperfection that was disclosed before purchase, you may not be entitled to return it solely because of that disclosed issue. Your other statutory rights remain unaffected.

  1. EXCHANGES

We do not currently operate a direct product-exchange service.

If you wish to purchase a different product, the quickest option is normally to return the eligible product in accordance with this policy and place a new order separately.

A replacement supplied because an item is faulty, damaged or incorrectly supplied is not treated as a voluntary exchange.

  1. ORDER CANCELLATIONS BEFORE DISPATCH

If you need to cancel or amend an order, contact us as soon as possible at:

info@avenir-haircare.com

We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled after fulfilment has begun.

If the order has already been dispatched, you may need to receive it and follow the applicable return process.

Your statutory cancellation rights remain unaffected.

  1. REFUND PROCESSING

Once an eligible return has been received and inspected, we will notify you whether the refund has been approved and confirm the amount.

Approved refunds will be made to the original payment method.

Where a statutory cancellation right applies, we will process the refund without undue delay and no later than 14 days after:

• We receive the returned goods; or
• You provide evidence that the goods have been returned,

whichever occurs first, where applicable.

For returns made solely under our additional voluntary 30-day policy, we aim to process approved refunds within 10 business days after the returned products have been received and inspected.

Your bank, card provider, Klarna, Shop Pay or other payment provider may take additional time to display the refund in your account. These processing times are outside our control.

If more than 15 business days have passed since we confirmed that a refund was issued, please contact us.

Refunds will be issued in the currency and payment method used for the original transaction. Currency-conversion differences or fees applied by your bank or payment provider may be outside our control.

  1. RETURNED OR UNDELIVERABLE ORDERS

If an order is returned to our fulfilment partner because the delivery address was incomplete or incorrect, delivery was refused, or the parcel was not collected, please contact us.

We will review the circumstances and explain the available options.

Where the delivery failure was not caused by us or the carrier, reasonable delivery or return costs may be deducted from any refund where legally permitted and clearly explained to you.

This does not affect your rights where the order was not delivered correctly because of an error by us, our fulfilment partner or the carrier.

  1. REFUND ABUSE AND FRAUD

We may refuse a voluntary return or investigate a claim where there is reasonable evidence of fraud, abuse, tampering or repeated misuse of our returns process.

We will not use this section to restrict genuine statutory claims or legitimate reports concerning faulty, damaged, unsafe or incorrectly supplied products.

  1. CONTACT INFORMATION

Avenir Haircare is operated by:

OXBEAK LTD
Company number: 15926865
Registered in England and Wales

Registered office:

Unit 7-8 Silverlink Business Park
Wallsend
United Kingdom
NE28 9NX

Email: info@avenir-haircare.com

Website: https://avenir-haircare.com

Do not send returns to the registered office unless we specifically instruct you to do so.

  1. MODEL CANCELLATION FORM

You may use the following form to notify us that you wish to cancel an eligible contract. Use of this form is optional.

To: OXBEAK LTD, trading as Avenir Haircare
Email: info@avenir-haircare.com

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Products:

Order number:

Order date:

Date received:

Customer name:

Customer address:

Customer email address:

Date:

Signature, only if this form is submitted on paper: