Refunds & Returns

Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 13/06/2013.

Our Returns Policy is really simple. When you receive your item, you must check it as soon as possible following receipt and always before use.
Please ensure that a returns authorisation number is obtained before attempting to return any items to us (please see the section headed "What to do to return your item to us" below).

Your right to change your mind

We've all done it, ordered something and then realised later that it is no longer needed.
You have 14 days to cancel your order under our 14 day return period policy, which starts on the day after you received the item.
It's so simple, please follow the steps set out below (please see the section headed "What to do to return your item to us").
We are sorry but we are unable to accept the return of the following items unless they are returned unopened (i.e. no broken seals) and/or in the original condition at point of receipt or faulty (please see the section headed "Damaged or faulty items" below):
  • Certain clothing, all footwear and accessories (these must be returned with the tags attached/ labels / seals intact)
  • Jewellery and watches (due to health and safety reasons)

Please ensure that when you receive an item that you take reasonable care of it when trying it on/inspecting it e.g. if you have purchased an item of clothing which has a hygiene seal attached to it you must not remove the seal until you have decided that you want to keep the item.

Wrong item received

We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you.
To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.

Damaged or faulty items

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.
If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.
Our Returns Policy for faulty items upholds your statutory rights.
Item not received

We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you.
To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been dispatched.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government's website at: or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
What to do to return your item to us
  • Contact us through your account via our online message centre or call us on 0333 320 9420
  • You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to
  • Please package the item securely and include inside the package your order number, name and address
  • Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit
  • If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.

Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Returning Items Purchased as Part of a Special Offer
Where you have purchased a number of items as part of a special multi-buy discount offer (e.g. buy two items for £10 or buy one item and get another item free) and you subsequently wish to return one of the special offer items, if one or more of the special offer items has already been dispatched we will ask you to return to us all items forming part of this special offer (in the condition set out in the "Your right to change your mind section" and in accordance with the process set out in "What to do to return your item to us") in order to receive a refund. Please contact our customer services team for further information.
If none of the special offer items have been dispatched, then you may cancel your entire order from "My Account" section of the website.
If you believe that one of the special offer items is faulty, please see our "Damaged or faulty items" section.

What we'll do next

All products returned to us are checked by our Returns Department.
If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).
Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.
We will refund the original credit/debit card/PayPal account used to purchase the item.
Return of replacement goods
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.
Cost of returning items
Please note that we can only refund the postage costs for returning an item where:
  • we sent you the wrong item, or
  • the item is damaged or faulty; or
  • where you are returning a substitute or replacement item which you do not want to keep.

We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Christmas period returns policy

We don't want you to worry about anything during the Christmas holiday period, so that you can relax and buy all your gifts before the Christmas rush.
We therefore have an extended our returns policy for Christmas – all items purchased after the 31st October in any year can be returned up until the end of January in the year immediately following the previous year.


If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter. Please contact our customer service representatives on 0333 320 9420, at or by post at Customer Service Department,, 89 North Street, Sudbury, Suffolk, UK, CO10 1RF.

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Hi I am very pleased with the overall service I received today. Aimee was lovely and explained all the products she was using and exactly what she was doing. The end result was great to very pleased with the cut and colour. Would definitely recommend to a friend. Thanks
Amanda Bendall (visiting our Sudbury Hair Salon)
I saw Hayley at the Leybourne salon last Friday.
Not only 
did Hayley do my hair perfectly, giving me the finish I wanted, but she was welcoming too.
All the whole team at the salon were friendly, and made me comfortable. Not something I usually encounter at first appointments! They can be quite awkward. 
I have already booked in my next appointment
Kim Clarkson (visiting our Leybourne Hair Salon)
Had a great haircut at Penneys in Sittingbourne, Char my hairdresser was great and even though me and my husband were walk ins fit us in perfectly and did exactly what I needed and wanted with my hair, would definitely go again as felt great afterwards. 
Char told 
us about the friend programme and the VIP club and I definitely will recommend to friends and family.
Sarah Halliday (visiting our Sittingbourne Hair Salon)
I have been coming to penneys in sittingbourne since the new year the girls are always so welcoming and helpful.
Abi cuts and colours my hair and it is always a relaxing and lovely experience. I had a complete colour change this time and the advice they give is fantastic am so pleased with it.
I have recommended 2 friends now 1 is having her appointment soon and can't wait! Thanks Abi and girls.
Jo Bing (visiting our Sittingbourne Hair Salon)
As usual fantastic cut,colour and service. Always welcoming and professional and the stylist who does my hair , Renata is a gem in your salon.
Complete professional and shows her experience in colour and cut every time.  I am now a regular customer due to her skills which started out to be a one off treat!
Yvette Madden (visiting our Leybourne Hair Salon)
Very happy with the service I received.  Walked into Sudbury store & given very warm welcome.  Offered an appointment immediately and very happy with my haircut from Billy Joe.
Will definitely be telling my friends & family.
Kerry Schmidt (visiting our Sudbury Hair Salon)
Hello, I visited you Sudbury salon and had a really nice experience- I arrived early as my friend had an earlier appointment but I was not waiting long when I was approached by a really friendly helpful stylist "Billy joe" I felt really comfortable  and through the whole time I felt welcome - I shall definitely be returning. Thank you.
Sam Witthuhn (visiting our Sudbury Hair Salon)

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