Return and Refund Policy
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1. Introduction
At Traxylonghefryon, we are committed to ensuring your complete satisfaction with our colour analysis and image consulting services. This Return and Refund Policy outlines the terms and conditions under which refunds may be provided for our services. Please read this policy carefully before booking any of our services.
Due to the personalised nature of our services, our refund policy differs from standard retail return policies. Colour analysis and styling consultations are bespoke services tailored specifically to each individual client, and once delivered, they cannot be "returned" in the traditional sense.
2. Service Cancellation and Refunds
2.1 Cancellation More Than 7 Days Before Appointment
If you cancel your appointment more than 7 days before the scheduled date, you will receive a full refund of any payments made, minus a £15 administrative processing fee. Refunds will be processed within 7-10 business days to the original payment method.
2.2 Cancellation Between 48 Hours and 7 Days Before Appointment
If you cancel your appointment between 48 hours and 7 days before the scheduled date, you will receive a refund of 50% of the service fee. Alternatively, you may transfer your booking to another date within 3 months, subject to availability, without any penalty.
2.3 Cancellation Less Than 48 Hours Before Appointment
Cancellations made less than 48 hours before your scheduled appointment are not eligible for a refund. However, we understand that emergencies happen. In cases of genuine emergencies, please contact us as soon as possible, and we will do our best to accommodate a rescheduling where circumstances permit.
2.4 No-Shows
If you fail to attend your scheduled appointment without prior notice (a "no-show"), no refund will be provided. The full service fee will be retained to compensate for the reserved time and preparation undertaken on your behalf.
3. Service Transfers and Gift Vouchers
3.1 Service Transfers
If you cannot attend your appointment, you may transfer your booking to another person, provided you notify us at least 48 hours in advance. The new recipient must provide their contact details and agree to these terms and conditions. Only one transfer per booking is permitted.
3.2 Gift Vouchers
Gift vouchers are valid for 12 months from the date of purchase. Gift vouchers are non-refundable and cannot be exchanged for cash. If the cost of the service exceeds the gift voucher value, the balance must be paid at the time of booking. If the service cost is less than the voucher value, no change or credit will be given.
Lost or stolen gift vouchers cannot be replaced. It is the voucher holder's responsibility to keep the voucher safe and present it when redeeming services.
4. Satisfaction and Service Quality
4.1 Our Commitment
We are dedicated to providing high-quality colour analysis and styling services. Our consultations are conducted by trained professionals using established methodologies. We strive to ensure that every client leaves their session with valuable insights and a clear understanding of their colour palette.
4.2 Service Quality Concerns
If you are not satisfied with any aspect of your consultation, we encourage you to discuss your concerns with your consultant during the session. Many issues can be addressed and resolved immediately. If concerns arise after your consultation, please contact us within 14 days of your appointment, and we will work with you to address your feedback.
4.3 Remedial Actions
Where we determine that there has been a genuine service quality issue, we may offer one or more of the following remedies at our discretion:
- A complimentary follow-up session to address specific concerns
- Additional colour swatches or materials to supplement your consultation
- A partial credit toward future services
- In exceptional circumstances, a partial refund
Please note that differences of opinion regarding colour analysis results do not constitute grounds for a refund, as colour perception can be subjective and our assessments are based on professional techniques and training.
5. Physical Products and Materials
5.1 Colour Swatches and Wallets
Personalised colour swatch wallets provided as part of your consultation are bespoke items created specifically for you and are therefore non-returnable. These items are included in the service fee and are not sold separately.
5.2 Damaged or Defective Materials
If any physical materials provided as part of your consultation arrive damaged or defective, please notify us within 7 days of receipt. We will replace damaged items at no additional cost, provided you return the defective item to us. Damage caused by misuse or normal wear and tear is not covered.
6. Virtual Consultation Services
6.1 Technical Issues
For virtual consultations, we recommend testing your internet connection and video conferencing setup before your appointment. If technical issues on our end prevent the consultation from taking place, we will reschedule at no additional cost or provide a full refund at your request.
If technical issues arise on your end that prevent the consultation from proceeding, we will offer a one-time rescheduling opportunity. Continued technical difficulties resulting in missed appointments may not qualify for refunds.
6.2 Virtual Consultation Materials
Digital materials provided following virtual consultations, including PDF colour guides and recommendations, are delivered electronically. Once digital materials have been delivered and downloaded, they are considered received and are non-refundable.
7. Group Bookings and Corporate Events
7.1 Group Session Cancellations
Group bookings require a 50% deposit at the time of booking and full payment 14 days before the scheduled event. Cancellations of group sessions made more than 14 days before the event will receive a full refund minus the deposit. Cancellations made less than 14 days before the event are non-refundable.
7.2 Individual Participant Changes
Individual participant changes within group bookings can be accommodated up to 48 hours before the event. Reducing the number of participants less than 48 hours before the event may not result in a refund for the reduced places.
8. Force Majeure
In the event that we are unable to provide services due to circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government restrictions, or other force majeure events, we will offer you the option to:
- Reschedule your appointment to a future date
- Convert your booking to a virtual consultation where applicable
- Receive a credit note for the full value that can be used within 18 months
- Receive a full refund, at our discretion, depending on circumstances
9. How to Request a Refund
To request a refund, cancellation, or to discuss any concerns about your service, please contact us using the details below. When contacting us, please provide:
- Your full name and contact information
- Date and type of service booked
- Booking reference number (if applicable)
- Reason for refund request
- Any supporting information relevant to your request
We aim to respond to all refund requests within 3 business days and to process approved refunds within 7-10 business days.
10. Changes to This Policy
We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your booking will apply to your transaction. We encourage you to review this policy periodically.
11. Contact Us
If you have any questions about our Return and Refund Policy, please contact us:
Traxylonghefryon
234 Brompton Rd
London SW3 2BB
United Kingdom
Phone: +44 20 7584 7001
Email: office@traxylonghefryon.world
12. Your Statutory Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation. For more information about your statutory rights, you may contact your local Citizens Advice Bureau or visit the Citizens Advice website.