Read on for information on exchanges, returns and faulty items. This is a summary only, please refer to our terms and conditions for further details. If anything in this returns policy differs from our terms and conditions, our terms and conditions will apply.
- Please note: Any unused or unwanted items can be returned and if in perfect condition a full refund will be given.
- We do not accept returns for used or unsealed items for hygiene reasons. Items are classified as used or opened when the tamper seal is broken, packaging is removed or damaged or any other signs of use are present. This includes any:
- shampoo;
- conditioner;
- styling sprays;
- creams;
- hair brushes and combs; and
- our electrical curling wand barrels and styling brushes such as Hot Brushes.
- Items must be returned in their original packaging.
- The returns parcel remains your responsibility until the Products are received and booked back into our warehouse. Please ensure return Products are packed appropriately and posted using an established/reputable postal service.
- Where you exercised your right to cancel during the cooling off period as set out in our Terms the Product must be returned within 14 days of your telling us you have changed your mind. This includes return transit time to our warehouse. In this circumstance the return is at your own cost.
- If a Product is faulty, we may require you to return it to use, we will reimburse you the costs of your return if the Product is faulty or defective. Where you are returning a faulty or defective Product you must do so with 30 days of us requesting the return.
- Store Credits and refunds are processed within 14 business days once the return has been received by our warehouse.
- Store Credits will be emailed to the email address attached to the original order. Store Credit will be valid for 12 months, from the day this is originally shared.
- Where we have agreed to refund delivery costs, we only refund standard delivery costs, we don't refund any extra you have paid for express delivery or delivery at a particular time.
PROCESS FOR RETURNING UNUSED/UNWANTED ITEMS OR FAULTY ITEMS
Step 1: Contact our Customer Care department by emailing customercare@markhill.co.uk and notify us of your order number and which item(s) you would like to return and why. Please await a response before proceeding further. We will provide you the returns address at this stage.
If the item is faulty or defective, please also let us know the fault of the item(s). If the item(s) is faulty please confirm location of the fault and, if required, provide video and/ or photographic evidence of the fault as this will enable us to deal with your query efficiently.
Step 2: We will follow up on email if we've approved of this return. Delivery address to send your item(s) to will be shared via email communication.
Step 3 If the item is unused/unwanted: Once we have received your return, we will contact you within 14 working days to share either your credit note details and how to redeem this, or provide a refund if applicable.
Step 3 If the item is faulty: If your item is required to be returned to us for further investigation, please ensure the item(s) is safely packaged accompanied by a note with a description of the fault, and include your name, email address and order number so we can process the return. Return your item(s) using a domestic postal service (we advise a Royal Mail tracked service as other couriers are sometimes unable to deliver to PO boxes.) to the address as set out in our email communications.
Step 4 if the item is faulty: Once the item(s) has been received, we will contact you within 14 working days to update you on your refund.
For more detail on our product warranties please refer to our terms and conditions.
EXCHANGES
We do not offer exchanges due to hygiene reasons.
