1. Introduction

At Shore Quartz Lumen, customer satisfaction is our top priority. This Refund Policy outlines our procedures regarding deposits, cancellations, refunds for services, and product returns. Please read this policy carefully to understand your rights and obligations when booking our services or purchasing our products.

By booking a service or making a purchase through our website or in person, you agree to the terms outlined in this policy.

2. Service Deposits and Cancellations

2.1 Deposits

To secure your appointment, we require a 50% non-refundable deposit of the total service cost. This deposit is deducted from your final payment upon completion of the service. Deposits may be paid via credit/debit card, bank transfer, or other methods specified at the time of booking.

2.2 Cancellation Policy

Our cancellation policy is as follows:

• Cancellations made 48+ hours before appointment: Your deposit may be transferred to a new appointment date within 30 days of the original booking date.
• Cancellations made less than 48 hours before appointment: Your deposit is forfeited.
• No-shows: Your deposit is forfeited, and you may be required to pay the full service amount for future bookings.

2.3 Rescheduling

Appointments may be rescheduled with at least 48 hours' notice at no additional charge, subject to availability. Rescheduling requests made with less than 48 hours' notice will be treated as a cancellation, and the original deposit will be forfeited. A new deposit will be required to secure a new appointment time.

2.4 Special Circumstances

We understand that emergencies and unforeseen circumstances can occur. In cases of serious illness, family emergency, or other exceptional situations, we may, at our discretion, waive the cancellation policy. Documentation may be required to support such circumstances.

3. Service Refunds

3.1 Satisfaction Guarantee

We are committed to providing high-quality services. If you are not completely satisfied with your service, please inform us immediately, while you are still at our location. We will make every reasonable effort to rectify the situation by adjusting the service to meet your expectations.

3.2 Refund Eligibility

Refunds for completed services are available under the following conditions:

• If you expressed dissatisfaction during your appointment and we were unable to rectify the issue
• If the service provided significantly differed from what was described or agreed upon
• If the service was performed negligently or resulted in adverse effects not explained as potential risks

All refund requests must be submitted within 48 hours of the completed service.

3.3 Refund Process for Services

To request a refund for services:

1. Contact us at info@shorequartzlumen.xyz or call +44 934 832 0371 within 48 hours of your service
2. Provide your name, date of service, detailed reason for dissatisfaction, and any supporting documentation (e.g., photos)
3. Our management team will review your request within 5 business days
4. If approved, refunds will be processed to the original payment method within 7-10 business days

Depending on the circumstances, we may offer one of the following options:

• Full refund of the service amount
• Partial refund of the service amount
• Store credit for future services
• Complimentary corrective service

4. Product Returns and Refunds

4.1 Return Eligibility

For products purchased directly from Shore Quartz Lumen (either in-store or through our website), the following return policy applies:

• Unopened, unused products in original packaging may be returned within 14 days of purchase
• Opened or used products may be returned within 14 days if the product is defective or damaged upon receipt
• Items marked as "final sale" or "non-returnable" cannot be returned
• Gift cards are non-refundable

4.2 Return Process for Products

To return a product:

1. Contact us at info@shorequartzlumen.xyz or call +44 934 832 0371 to notify us of your intent to return
2. You will receive a Return Merchandise Authorization (RMA) number and return instructions
3. Return the product with the RMA number clearly marked, along with your receipt or proof of purchase
4. Products should be returned to: Shore Quartz Lumen, 172 Theresa Way, Wayneton HD9 4DH, United Kingdom
5. Return shipping costs are the responsibility of the customer unless the product was defective or incorrectly shipped

4.3 Refund Process for Products

Once we receive and inspect your returned product:

• Approved refunds will be processed within 5 business days of receiving the returned product
• Refunds will be issued to the original payment method
• The refund will include the purchase price of the product (excluding shipping and handling charges, unless the return is due to our error)
• You will receive an email notification when your refund has been processed

5. Gift Certificates and Promotional Offers

5.1 Gift Certificates

Gift certificates and gift cards:

• Are non-refundable and cannot be redeemed for cash
• Are valid for 12 months from the date of purchase unless otherwise specified
• Must be presented at the time of service
• Cannot be replaced if lost or stolen (please treat them as cash)
• May be transferred to another person

5.2 Promotional Offers and Discounts

Services or products purchased with promotional offers, discounts, or during special events:

• May be subject to modified refund terms as specified in the promotion
• If refunded, will be refunded at the actual amount paid (after discounts)
• Cannot be combined with other offers unless explicitly stated

6. Special Event and Bridal Services

For bridal makeup, special event packages, and group bookings, additional terms apply:

• A non-refundable booking fee of 50% is required to secure your date
• Full payment is due 14 days prior to the event date
• Cancellations made 30+ days before the event date: The booking fee is non-refundable, but the remaining balance will be refunded
• Cancellations made less than 30 days before the event date: No refund will be provided
• Changes to the number of people receiving services must be communicated at least 14 days before the event, or you will be charged for the original number booked

7. Dispute Resolution

If you are not satisfied with our decision regarding your refund request, please contact our management team at management@shorequartzlumen.xyz with a detailed explanation of your concerns.

We aim to resolve all disputes amicably. If we cannot reach a mutually satisfactory resolution, you may pursue other dispute resolution options according to your consumer rights under UK law.

8. Contact Information

If you have any questions about this Refund Policy, please contact us:

Shore Quartz Lumen
172 Theresa Way
Wayneton HD9 4DH
United Kingdom

Email: info@shorequartzlumen.xyz
Phone: +44 934 832 0371

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services or website following the posting of changes constitutes your acceptance of such changes.

Last Updated: May 21, 2024