1. Scope
This Refund Policy applies to purchases made directly from Soft Stone Point, including paid styling sessions and, where offered, physical products purchased via our site or cart.
2. Cooling‑off period (distance contracts)
If you are a UK or EU consumer booking a service online, you may have a 14‑day cooling‑off period from the date of purchase to cancel for a full refund. If you ask us to start the service during the cooling‑off period, you agree that:
- we may deduct a proportionate amount for services already provided up to the time you cancel; and
- if the service is fully performed within the cooling‑off period, you will lose the right to cancel.
3. Styling sessions
- Rescheduling is free with at least 48 hours’ notice (subject to availability).
- Cancellations 24–48 hours before a session may receive a 50% refund.
- Cancellations less than 24 hours or no‑shows are typically non‑refundable.
- If we must cancel, you may choose a full refund or a free reschedule.
4. Physical products (if offered)
- Return window: 30 days from delivery for unused items in original condition and packaging.
- Proof of purchase is required. We may refuse returns that are used, damaged, or missing parts not due to our error.
- Return shipping: unless a product is faulty or misdescribed, you are responsible for return shipping. We recommend tracked services.
- Faulty items: report within 7 days of delivery with photos; we will repair, replace, or refund in line with applicable law.
5. Exceptions and non‑returnable items
- Personalized or custom items once work has begun.
- Digital downloads after access has been granted.
- Gift cards and promotional vouchers.
- Items marked “final sale,” unless faulty.
6. How to request a refund
To start a return or refund request, contact our team with your order/booking details:
- Email: [email protected]
- Phone: +44 21 1665 5331
For product returns, we will provide the return address and any RMA reference. Please include all accessories and original packaging, and share a tracking link once shipped.
7. Refund method & timelines
- Approved refunds are issued to the original payment method.
- Processing time: typically 5–10 business days after we receive and inspect returned items or confirm service‑related refunds.
- Your bank or card issuer may take additional time to post the credit.
8. Exchanges
If a product variant is available, we can process a like‑for‑like exchange upon receipt of the original item in acceptable condition. Otherwise, we will issue a refund and you may place a new order.
9. Chargebacks
If you initiate a chargeback, we may suspend related services while we work with the payment provider to resolve the dispute. Please contact us first—we can often resolve issues faster and more efficiently.
10. Your statutory rights
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
11. Contact
Soft Stone Point
17 Thomas Rapids, Millerview BT51 3NQ
+44 21 1665 5331 • [email protected]
See also: Terms & Conditions • Privacy Policy