House policy
Refunds, cancellations and delivery
Hair care does not go back on the shelf once a seal is broken. We take a bottle back only when it is still sealed, still unused, and still in the state we sent it.
Window
7 days from delivery
Condition
Sealed and unused
Fee
15% handling fee
Sending a bottle back
From the day it arrives — or the day you walk it off the till — you have 7 days to ask. After that the sale stands.
The box we packed, the film, the lid, the carton and the factory seal all have to come back with it. If any of that is missing, torn or tampered with, we will not take it in.
When a return is allowed, Your Hair Solutions keeps 15% as a handling fee. Bring the till slip for a walk-in sale.
What we will take
Retail and salon stock, as long as nobody has opened, used or mixed it, and it can go straight back into the house.
That means the full set: wrap, seal, lid, label and outer pack. A half-empty or re-taped bottle is not a return.
What stays with you
- Anything bought on sale or with a promotion on it
- Stock that has been opened, used, mixed or decanted
- A seal, lid or wrap that is broken, missing or damaged
- Brushes and tools, unless they arrived faulty
- Colour, bleach, developer or backbar litres once the seal is off
Until the parcel is in our hands and signed for in Johannesburg, it is still yours — including in transit back to us.
Faulty, broken or the wrong thing
If it arrives damaged, does not work, or is not what you ordered, write as soon as you see it. We will look at the order and tell you the next step.
When we agree the house got it wrong, the 15% fee is waived.
If it is not what you hoped
Change of mind on an opened bottle is not a return. Once hair care has been used, it cannot be sold again.
We will still talk it through — shade, range, or a better match from the same house — and we can ask the brand for guidance where that helps.
Ask us first
Email hello@yourhairsolutions.co.za inside those 7 days. Put the order number (or till slip) in the note, and say why it is coming back.
Do not post it until we have said yes. We will then tell you how to send it and what the fee is.
Cancellations
A walk-in sale that has not been completed can be cancelled at the till. The stock goes back on the shelf and nothing is charged.
Once a sale is saved, or an online order has been placed, it follows the refund rules on this page. Ask within 7 days. The goods must still be sealed and unused. We keep 15% unless the house is at fault.
Do not send goods back, and do not treat an order as cancelled, until we have written to say yes.
Delivery
We deliver nationwide in South Africa, from Johannesburg, to the address given at checkout. Card payment is taken through Payfast. We dispatch after payment has cleared, subject to stock.
Standard is 3–5 days at R95 excluding VAT. Express is 1–2 days at R180 excluding VAT.
A bag that includes Biosense is charged R200 for delivery, and the Biosense portion of the bag must reach R1,870 excluding VAT before we send it.
If we are short of a line, we confirm before we pick. We do not send a part order in its place without telling you. If we cannot supply what you paid for, the amount for that line is refunded in full.
Your details
An order needs your name, email, phone and delivery address. A professional profile also keeps the salon, owner and identity details we ask for on that form. We use them to fulfil the order, keep the account, and answer you. We do not sell the list.
Write to hello@yourhairsolutions.co.za if you want a copy of what we hold, or if something on it is wrong. Your Hair Solutions (Pty) Ltd, Johannesburg, Gauteng.
Your Hair Solutions can refuse a return that is late, opened, incomplete, or otherwise outside this policy. Opened hair care does not go back on the floor.