RETURNS FOR UNUSED ITEMS
- Please note: Any unused or unwanted items can be returned and if in perfect condition a full refund will be given. If the products have had been opened and tamper seals removed, we are unable to process a refund
- We do not accept returns for used items for hygiene reasons.
- Items must be returned in their original packaging.
- We cannot accept any shampoo, conditioner, styling sprays, creams or hair brushes and combs back for hygiene reasons. This also includes our electrical styling brushes such as Hot Brushes.
- The returns parcel remains your responsibility until the goods are received and booked back into our warehouse.
- Items must be returned within 30 days of receipt of your goods. This includes return transit time to our warehouse.
- Return of goods is at the consumers costs
PROCESS FOR RETURNING UNUSED/UNWANTED 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.
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: Once the item(s) has been received, we will contact you within 5 - 7 working days to share either your credit note details and how to redeem this, or full refund if applicable.
RETURNS FOR FAULTY ITEMS
- If you consider your items to be faulty or your item is damaged in any way please contact our customer services department on customercare@markhill.co.uk. It may not always be necessary for you to return your faulty goods to us.
- Each item comes with a 12 month guarantee. Your proof of purchase acts as the guarantee.
- The returns parcel remains your responsibility until the goods are received and booked back into our warehouse.
- Once we have received your package into our warehouse and it has been processed you will be informed of what action is being taken.
PROCESS FOR RETURNING 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. Please also let us know the fault of the item(s). If the item(s) is faulty please confirm location of the fault and provide video and/ or photographic evidence of the fault as this will enable us to deal with your query efficiently.
Step 2: If your item required returning to us for further investigation, please ensure the item(s) is safely packaged and within this return add an insert into the packaging with 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 Royal Mail tracked) to the following address and let us know the tracking information.
Faulty Return Address:
Mark Hill Hair - Faulty Return
Office 2 & 3
3 Derby Terrace
Derby Road
Nottingham
NG7 1ND
*Please note, only faulty item returns can be processed at this address. We will not accept unwanted/unused returns at this address.
Step 3: Once the item(s) has been received, we will contact you within 14 working days to update you on your refund.
Important Note: If the fault cannot be verified through the provided video/photographic evidence, the item will need to be sent to our faulty returns address for assessment. The fault must be verified by a member of the Mark Hill team before a refund or replacement can be issued.
EXCHANGES
- We do not offer exchanges due to hygiene purposes
Christmas Returns
We are offering an extended returns policy on Christmas gifts purchased online from 1st October 2024 up until the 31st of January 2025. To return under this policy, you’ll need to retain the order number and return any unwanted items, in their original condition and unused. Normal exclusions apply. Refunds will be processed to the original method of payment. This does not affect your statutory rights
