Salon policies and terms and conditions

REFUND POLICY – PRODUCTS 

We cannot give refunds on any products sold, due to personal hygiene and health and safety reasons. If there is a fault with the product we can send back to the manufacturer for review.

REFUND POLICY – SERVICES 

If you have had a treatment that you are unsatisfied with please bring it to the attention of the therapist and follow the complaints procedure (detailed below) We do not give refunds on any treatments or treatment packages however we will look into your concerns immediately and try to resolve the matter as quickly as possible.

 REFUND POLICY TREATMENT COURSES

All treatments can be purchased in courses of 6 (pay for 5 treatments and get the 6th free), however the full amount must be paid at the beginning of the course.

We are happy to exchange it for another treatment or offer you a credit note depending on the circumstances; however, the courses are non-refundable.

The only exception to this policy is serious or long-term illness, confirmed by a medical certificate.

Please note this does not affect your statutory rights.

NAIL REPAIR POLICY

All nail repairs are to be authorized by the Salon manager only.

Nail repairs will only be rectified up to 48hours after your nail treatment, and if authorized by the salon manager.

COMPLAINTS PROCEDURE

It is our objective to ensure that every client is delighted with the services that they receive at Rawr Beauty.

This procedure advises how to bring your concerns to our attention if you are not happy about the service that you have received.

We will ensure that all complaints are followed through, documented and when appropriate action is taken to prevent a recurrence.

The quickest and most effective way of resolving any problem is to bring it to our attention immediately. Please raise your concern with the therapist. They will listen carefully to your concerns and do what they can to correct any problems, and if needed the Manager will be able to then assist in any concerns you have.

Any complaint relating to a service you received in our salon needs to be reported within 48 hours below are the different methods of how you can get in contact with us.

All complaints need to be documented in writing via email to info@rawrbeauty.co.uk.

Please provide as much detail as possible, including details of your treatment, date and time of your appointment and your exact complaint.

Your complaint will be assessed, and we aim to get back to you within 48 hours of receiving your complaint in writing, between Monday – Friday.

Both our customers and team’s health and wellbeing are the upmost important to us. We would like to reassure you we are doing everything we can to mitigate the spread of COVID-19 and to create a safe environment for you and our team. Before you book your appointment please can you confirm you are feeling fit/healthy and showing no symptoms of COVID-19. 

The way our salons operate have now changed to ensure we can protect both our customers and team’s health and wellbeing, this means:

  1. There will be no waiting areas inside the salons, therefore please arrive promptly to your appointment alone and wait at the door of the salon.
  2. Your therapist will greet you at the front door and welcome you into the salon. You will also be asked to wash or sanitise your hands upon entry to the salon.
  3. We will no longer be able to store your coat or any additional bags you bring into the salon, therefore they will stay with you throughout the duration of your treatment. 

If your appointment is within a Primark Beauty Studio, please take your appointment confirmation email to the front of the queue whereby you will gain fast track entry into the store for your appointment only.