The Allure Promise
The Allure Promise.
We want you to love your hair and feel fully supported, even after you’ve left the salon.
That’s why we offer the Allure Promise, our clear and respectful two-week policy that allows you to contact us with any concerns about your result. It gives us the chance to put things right, and ensures that you always feel looked after.
Our commitment is simple: if something clearly hasn’t turned out as discussed, we will see you back in the salon and do everything we can to make it right.
If You’re Not Happy
Our two-week policy covers services where the final result has not matched what was agreed with the stylist during your consultation.
This includes:
If you’re unhappy with the tone, colour coverage or finish
If you feel the cut doesn’t sit well after styling or has visible issues
If your stylist also sees something that needs to be corrected
If the agreed result has not been achieved despite the plan
In these cases, we’re more than happy to see you again, usually with the same stylist to reassess and refine.
Situations That Aren’t Covered
Some services are designed to be part of a longer journey, where results are achieved over time, not in a single visit.
This policy does not apply to:
Transformational colour work where it has been clearly explained that multiple sessions will be required
Smoothing treatments, unless the hair has been washed and assessed in-salon and the result does not reflect expected results
Any situation where aftercare guidance has not been followed
Any concerns raised more than 14 days after the appointment
Clients who decline the offer to return for a follow-up or corrective service
Hair Health and Realistic Results
We’ll always be honest about what’s possible. Sometimes your hair’s history or natural condition limits how far we can safely push it in one session.
All colour services include Vitaplex to protect and rebuild the hair during lightening, but we’ll never risk damage by rushing the process. Your stylist will talk you through every step including tone stages, pigment lifting, and the plan ahead.
If we’ve advised that your result will take time, and your hair is on a journey, then follow-up appointments are not classed as corrections, they are part of the plan.
Our Legal Position on Refunds
We always want to resolve concerns fairly and respectfully. If you feel something is wrong, please:
Contact us within 14 days of your appointment
Allow us to assess your hair in person
Give us the opportunity to carry out a correction if needed
Under the Consumer Rights Act 2015, service providers must be given the chance to rectify the work before a refund is offered.
If you decline to return or do not give us access to assess or adjust the work, we are not obligated to issue a refund.
Where appropriate, a refund may be offered at the salon owner’s discretion, and in some cases this may also mean we decide not to invite the client back for future services. We’ll always act calmly and professionally, and we ask the same in return.
Our Request
We put a lot of care, time and integrity into every appointment. Please know this policy is here to support both you and our team.
We don’t overpromise and we’re proud to stand by the quality of our work.
Questions or Concerns?
Please call the salon within 14 days of your appointment on 01293 450178 or speak to your stylist directly. We’re here to help.