Version 2.0 | Effective date: 12 October 2026
1. Seller and scope
These terms apply to retail products, hair systems and salon services provided by The Refinery.
They explain when returns, refunds or other remedies may be available, how concerns are handled and the rights clients have when purchasing goods or receiving services from us.
These terms do not govern Defined Society membership payments or purchases made directly through the Defined & Co online store, which are subject to their own applicable terms and policies.
Our aim is to ensure every request is handled fairly, consistently and in accordance with applicable consumer protection legislation.
2. Product information and payment
We provide clear information about our products and services before purchase, including their descriptions, prices and any relevant restrictions.
All retail and service prices include VAT where applicable. Payment is due at the time of purchase or service unless otherwise agreed.
Product photographs and colour representations are illustrative. Natural human-hair products may show minor variations in colour, texture and appearance, provided they remain consistent with the product description and applicable consumer rights.
3. Retail products purchased in person
All retail purchases from The Refinery are made in person.
There is no automatic statutory right to return a satisfactory product purchased in person simply because you have changed your mind.
We may, at our discretion, accept an unopened, unused product in its original, resalable condition as a goodwill return. Any such return must be agreed with us in advance.
This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied, not as described or otherwise fails to meet applicable consumer protection requirements.
4. Hygiene-sensitive retail products
Hygiene-sensitive retail products are supplied with individual tamper-evident hygiene seals.
We do not ordinarily accept change-of-mind returns for hygiene-sensitive products once their individual seals have been broken or removed.
Any discretionary goodwill return will only be considered where the individual hygiene seal remains intact and the product is unopened, unused and in its original, resalable condition.
This restriction does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied, not as described or not fit for purpose.
5. Hair systems
Hair systems require particular consideration because of their personal nature, hygiene requirements and, where applicable, individual production, fitting or customisation.
5.1 Standard hair systems
A standard hair system purchased in person is not eligible for an automatic change-of-mind refund where it has been correctly supplied and meets the applicable statutory requirements.
Due to their hygiene-sensitive nature, hair systems are not ordinarily accepted for discretionary change-of-mind returns once their individual tamper-evident hygiene seals or internal packaging have been opened.
A hair system that has been handled, tried on, worn, fitted, cut, trimmed, coloured, styled, altered or otherwise used is not eligible for an ordinary change-of-mind return.
5.2 Bespoke and personalised hair systems
A bespoke hair system is produced or customised to a client's individual specifications.
Once production has begun on a bespoke hair system ordered to the client's individual requirements, the order cannot be cancelled or refunded simply because the client has changed their mind.
This also applies where we have begun agreed personalisation or customisation of a hair system, including cutting or altering the hairline to the client's specifications.
5.3 Faults and statutory rights
None of these restrictions removes your statutory rights where a hair system is faulty, damaged, incorrectly supplied, not as described or otherwise fails to meet applicable consumer protection requirements.
Concerns relating to the quality, condition or performance of a hair system will be assessed in accordance with applicable statutory rights and relevant product investigation procedures.
6. Salon services and client satisfaction
At The Refinery, we take pride in the quality of our services and are committed to providing a professional, considerate and supportive experience.
This section applies to all salon services, including haircuts, hair system applications, refits, colouring, styling, waxing and other treatments.
6.1 Service satisfaction
All services are delivered following consultation and, where appropriate, discussion of the client's expectations, preferences and desired outcome.
We recognise that some aspects of a service, including personal appearance, styling preferences and individual results, can be subjective.
Dissatisfaction with a personal preference or the finished appearance of a service does not automatically entitle a client to a refund where the service has been delivered with reasonable care and skill and in accordance with the agreed treatment.
Results may also vary depending on individual hair characteristics, skin sensitivity, hair growth, previous treatments, aftercare and other factors outside our reasonable control.
6.2 Concerns following a service
If a client is unhappy with any aspect of a service, we encourage them to contact us as soon as reasonably practicable.
We will always aim to understand the concern and work constructively towards a fair and appropriate resolution.
Where necessary, we may invite the client to return to The Refinery for a consultation or assessment so that we can review the outcome, discuss their concerns and determine whether any corrective work or further support is appropriate.
Our preferred approach is to address concerns directly and, wherever reasonably possible, provide an opportunity to resolve the matter before considering alternative remedies.
6.3 Refunds and goodwill arrangements
We do not ordinarily offer refunds for completed salon services solely because a client has changed their mind, dislikes the result or has experienced an outcome that differs from their personal preference, provided the service was delivered with reasonable care and skill.
Where appropriate, we may offer corrective work, an additional appointment or another goodwill arrangement at our discretion.
Any goodwill gesture is considered individually and does not establish an automatic entitlement to the same arrangement in future.
Nothing in this section prevents a client from exercising their statutory rights.
6.4 Statutory consumer rights
Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill.
Where a service does not meet the applicable statutory requirements, clients may be entitled to appropriate remedies, including repeat performance or a price reduction, depending on the circumstances.
Where repeat performance is legally required, it must be provided without additional cost, within a reasonable time and without significant inconvenience to the client.
Where repeat performance is impossible or cannot be provided within a reasonable time and without significant inconvenience, a statutory price reduction may be appropriate.
The Refinery will assess any genuine service concern fairly and in accordance with applicable consumer protection legislation.
Nothing within these terms excludes or restricts a client's statutory rights.
7. Faulty, damaged or incorrect goods
If you believe a retail product or hair system is faulty, damaged, incorrectly supplied or does not meet its description, please contact us as soon as reasonably practicable.
We may request reasonable information to help assess the concern, including proof of purchase, photographs, a description of the issue or an opportunity to inspect the goods.
Where continued use may worsen the issue, compromise evidence or create a safety risk, please stop using the product until we have provided appropriate guidance.
Under the Consumer Rights Act 2015, goods must meet the applicable statutory requirements, including being of satisfactory quality, fit for purpose and as described.
Where goods do not meet these requirements, statutory remedies may include:
- Rejection of the goods and a refund.
- Repair or replacement.
- A price reduction or final right to reject.
The appropriate remedy will depend on the circumstances, relevant statutory timescales and the nature of the concern.
Where a product concern requires further technical investigation, we may seek assistance from the relevant manufacturer or supplier. The Refinery remains responsible for handling the client's retail remedy in accordance with applicable consumer protection legislation.
8. Returns, refunds and concerns process
If you wish to raise a concern or request a return or refund, please contact us at hello@therefineryfleet.co.uk with details of your purchase or service and the reason for your request.
We will review the information provided and explain the appropriate next steps.
Where applicable:
- Contact us with details of your concern and any relevant information.
- For product concerns, retain the product, its packaging and proof of purchase where reasonably available.
- For service concerns, we may invite you to return for a consultation or assessment to review the result and discuss an appropriate resolution.
- Follow any reasonable return, inspection, safe-handling or evidence-preservation instructions provided.
- Do not return leaking, contaminated or potentially hazardous products without receiving appropriate safe-handling instructions.
- Where a refund or other statutory remedy is due, it will be provided within the applicable legal requirements and timescales.
Refunds will normally be made using the original payment method unless another lawful arrangement is agreed.
Where goods are faulty or otherwise fail to meet applicable statutory requirements, we will meet any reasonable return costs for which we are legally responsible.
Nothing in this process prevents you from exercising your statutory consumer rights.
9. Defined & Co products and supporting policies
The Refinery supplies hair systems and retail products from Defined & Co.
Where relevant, the following Defined & Co policies and standards may support the investigation or assessment of product concerns:
- Hair System Fault Policy.
- Product Quality Policy.
- Product Safety Policy.
- Care & Performance Expectations.
These supporting documents provide product-specific guidance and investigation procedures. They do not replace The Refinery's retail and service terms or restrict the statutory rights available to clients.
The Defined & Co Confidence Guarantee is a separate benefit available to eligible first-time fitted clients in accordance with its own terms and conditions.
Where a client qualifies for the Confidence Guarantee, The Refinery will support the applicable process.
Defined Society membership payments, cancellations and associated refunds remain governed by the Defined Society Terms & Conditions and applicable Defined & Co policies.
10. Liability and consumer rights
Nothing within these terms excludes or restricts any liability or consumer right that cannot lawfully be excluded or restricted.
These terms do not replace or limit rights available under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
Where any provision conflicts with applicable law, the law will take precedence.
Subject to applicable law, liability for any retail purchase or salon service will be determined in accordance with the relevant contractual terms, statutory obligations and circumstances of the matter.
These terms are governed by the laws of England and Wales, subject to any mandatory consumer protections and applicable rights concerning legal proceedings.
11. Contact us
If you have any questions about a retail purchase, salon service, return or refund, we're here to help.
The Refinery
Email: hello@therefineryfleet.co.uk
Website: www.therefineryfleet.co.uk