We are confident in the services we provide, and we want you to feel confident too.
Many factors can influence the outcome of a service, including hair history, body chemistry, hormones, environmental conditions, and communication. Hair services sit at the intersection of science and artistry. While our team is highly trained and works hard to predict results accurately, there are always variables beyond anyone’s control.
Occasionally, a client may feel dissatisfied with the outcome of a service. When that happens, we want to know about it. We would much rather have the opportunity to address a concern than have a client leave unhappy.
If you are not satisfied with your service, please contact our Customer Services team within 7 days of your appointment. We will arrange a complimentary adjustment appointment within the following 14 days.
Whenever possible, adjustments will be performed by the original stylist. They are most familiar with the service performed and how your hair responded, making them best equipped to achieve the desired result. Our team of experienced stylists is always available to provide support when needed.
If the original stylist is unavailable, we will arrange for an equal or higher-level stylist to perform the adjustment. If a higher-level stylist performs a full replacement service, only the difference in service price between the two providers will be charged.
Taking care of our clients is extremely important to us. If something has not gone as expected, we will make every reasonable effort to correct it.
In rare cases, a client may not wish to return to the original stylist or to Refinery House. If we have offered reasonable opportunities to address the concern, we may, at our discretion, offer a salon credit equivalent to the value of the service concern.
Salon credits may be applied toward future services or retail purchases and are non-transferable and non-refundable.
Our goal is always to find a fair resolution while maintaining a positive relationship with our clients. If a client declines all options to address their concern, including service adjustments and salon credit, we reserve the right to restrict future bookings.
Whenever a booking restriction is applied, the client will be informed.