Shipping & Returns

Shipping Info


We deliver throughout the United Kingdom (including Northern Ireland, Channel Islands, Isle of Anglesey, Isle of Wight, Isle of Man, Scilly Isles and The Scottish Islands). If your delivery address is a remote part of the UK, e.g. Highlands & Islands, please allow an extra day if using our standard UK service.

All international delivery will be invoice separately. Please contact us before to get an estimated quote.

For security reasons we reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.

Please note the following

Our working week is defined as Monday – Friday (excluding bank and public holidays). Standard or Special Delivery orders placed after 2.00pm on Friday will be processed on Monday.

You may, during the ‘checkout’ process, specify a different delivery address than your payment address if that is more convenient for you (provided the billing address matches the address on your credit card statement).

Please ensure that your delivery address is correct (including postcode) before paying for your order. We are unable to take responsibility for the delay or loss of a parcel where incorrect or incomplete delivery details have been provided. Depending on your local postal service you may need to ensure that you add a specific Delivery Name for parcels being delivered to a different address. For more information please check with your local postal service. If you are arranging for a parcel to be sent to a Business address please ensure to include the Company Name along with the name of the recipient.

We will deliver all products comprised in your order in one delivery.

If any product is not available we will inform you immediately once we’re made aware of this. We will refund the value of this item back to your card and dispatch the rest of your order.

If your order is delayed by more than seven days we will give you the option to cancel your order.

We regret that we cannot change a delivery address once the item has been dispatched.

All delivery timescales are approximate and subject to availability. The precise timing of a delivery cannot be specified.

We do not take responsibility for delays once items have left our warehouse.

Although we will make every effort to ensure your products are delivered within the time stated, we take no responsibility for loss or damage incurred where delivery is time dependent. No compensation is payable to the customer for delayed receipt or inconvenience.

We do not take responsibility for a parcel in the event that it is opened or tampered with by a third party during transit, in these instances you should contact the courier and take advice on how to proceed under their procedures.

Return Policy

We hope that you are delighted with your order. However, if for any reason you are not completely satisfied, you may return any item in its original condition and packaging for a full refund of the cost of the product. This is provided that you tell us within 14 days following the date of receipt of your order that you intend to return the item.

Please note that only products purchased through www.prohairtherapyltd.co.uk will be accepted for return.

1. When you have received an incorrect item 

Within the order packaging, you will find a dispatch note with the details of your order. If, in the unlikely event, the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by emailing us at admin@prohairtherapyltd.co.uk or by calling our Customer Service Team (Monday to Friday 9.00am to 5.00pm). Our Customer Care Team will advise you of the process to rectify this. Our Customer Care Team may look to resolve this issue by requesting a photograph of the incorrect item.

Please contact us within 14 days following the date of receipt of your order of any problems with your order.

2. You’ve changed your mind and want to return an item

We understand that sometimes you may change your mind on an item you have ordered. Provided that you contact us within 14 days following the date of receipt of your order we are happy to provide a refund for products providing that they are unopened, unused and in the original packaging.

If you return items for reasons other than defects in the goods, or incomplete or incorrect delivery, you will be required to arrange and pay for the return of the items to us. The original delivery charge will be non-refundable. We strongly recommend that you obtain a certificate of posting when you return your parcel. These are available free of charge at the post office.

All returned goods will be examined upon receipt. For reasons of hygiene we are unable to offer refunds, replacements or exchanges on any opened or used goods. In such circumstances, we will notify you that no refund, replacement or exchange will be available and you will be responsible for arranging and paying for such goods to be returned to you within 28 days of our notification.

We will process a refund within 14 days of receiving the products back at our Head Office.

3. You’ve received a Damaged or Faulty Item

If you have received a damaged item in your order please contact our Customer Care team in the first instance. If the damaged or faulty item was the only item included in your order, we will refund the cost of the item as well as the original postage charge. (Please follow our Returns Procedure). Our Customer Care Team may look to resolve this issue by requesting a photograph of the damaged item.

Unfortunately we are unable to exchange or replace any products at this moment in time.

4. Receiving Your Refund

We’ll refund your money in the same way you paid for your product.

  • By credit or debit card – we’ll refund your money back onto the same payment card. Refunds normally take 3-5 working days (but may take up to 14 days) to show in your account.
  • By Paypal – we’ll refund your money back onto the same Paypal account. Refunds typically take 3–5 working days to show on your account.

If your item was purchased at an offer price, your refund will be based on that promotional price.

Please also note that if you bought your items as part of a promotion, we’ll always give you a refund that matches the amount you paid for the item.

All refunds will show as a credit from  Pro Hair Therapy Ltd.

5. Orders Placed using a free gift promotion

Should you wish to return an item (other than a damaged or faulty item) which then reduces the value of the original order to below the minimum spend required to qualify for the free gift, this voids the conditions of the ‘free gift’. The free gift MUST be returned as well to receive a refund for the returned item(s).

Your statutory rights remain unaffected.