Your satisfaction is our highest priority. In the unlikely event that we are unable to complete your service to a satisfactory outcome, please let us know during your service or email us at shirleyandcohairsalon@gmail.com within 72 hours after the service has been performed so we can work to rectify your issue. We will need to see your hair in person to be able to decide on the best remedy. Our first choice will always be a re-do of your hair. Refunds will be provided where required in accordance with the NZ Consumer Guarantees Act. We do not refund for a change of mind.

• We ask that you contact us through email with any concerns within 72 hours of your service taking place so that we can get you back in within 2 weeks to rectify any issues.

• We do not offer refunds or re-dos after 7 days, please let us know within 72hours if you are un-happy with your hair, we will aim to rectify this within 14days.

• If you have dark or coloured hair and are wanting to go blonde/light, and it is not blonde/light enough after one attempt, this will not be considered eligible for a re-do or refund. We will advise you prior to starting any hair service if we believe we can not achieve your level of blonde/lightness or if it will take more then one session of lightening.  

• Colours fading due to improper home care, toners fading or other situations beyond our control may also be excluded from a re-do or refund, we will always advise you on the best proper home hair care following any service, this may include recommending the correct retail products to maintain your results at home.

• Change of mind will not be accepted. This includes going from blonde to brunette, brunette to blonde or deciding to grow out your grey.

• Not following our advice or going against our professional advice will not be refunded. 

• Refunds will Not be available if you have visited another hair salon before first notifying us and allowing us see you in person to rectify any issues.

• If you are unhappy with your service, we will work with you to fix it which may incur a cost. Due to the nature of the service and our expertise, we do not offer refunds if you have simply changed your mind after agreeing prior to the service.

• If you have had your hair done somewhere else and are unhappy with your previous appointment and ask us to rectify this, we do not take any responsibility for their actions. Our stylists will use their professional expertise to achieve the best results given the limitations from your previous hair service.