Returns & Refund Policy

At Ferdinando Hair, we take pride in providing high-quality hair services and products. We understand that sometimes issues may arise, and we are committed to complying with the New Zealand Consumer Guarantees Act (CGA) to ensure fair and reasonable outcomes for our customers.

1. Services Refund & Adjustment Policy

Under the Consumer Guarantees Act, our salon guarantees that all services will be carried out with reasonable care and skill and produce results that are fit for purpose. If you are unhappy with your service, please contact us within 7 days of your appointment so we can assess the issue and discuss a suitable resolution, which may include:

  • ✔️ A complimentary adjustment (correction service)
  • ✔️ A partial or full refund (only if the service did not meet the expected results under the CGA)

Refunds are not provided for:

  • ❌ A change of mind or dissatisfaction with a style that was requested and completed as agreed
  • ❌ Issues arising from failure to follow aftercare instructions

2. Retail Products Refund & Exchange Policy

We carefully select professional haircare products for the best results. Under the Consumer Guarantees Act, you are entitled to a repair, replacement, or refund if a product is:

  • ✔️ Faulty or defective
  • ✔️ Not of acceptable quality
  • ✔️ Significantly different from what was advertised

We offer a 14 day exchange period for:

  • ✨ A change of mind
  • ✨ Incorrect product selection

For hygiene reasons, products must be unused, unopened, and in their original packaging to be eligible for a return or exchange.

3. Appointment Cancellations & No-Show Policy

To ensure fair booking availability, we require at least 24 hours' notice for cancellations or rescheduling.

  • ✔️ Less than 24 hours' notice: A cancellation fee may apply.
  • ✔️ No-show appointments: A fee of up to 50% of the booked service may be charged.

4. How to Request a Refund or Resolution

If you experience an issue with a service or product, please contact us as soon as possible:

📍 In-Salon: Visit us at 215 Hinemoa Street, Birkenhead, Auckland. 

📧 Email: info@ferdinandohair.co.nz

📞 Phone: 09 215 0541

We will assess each case fairly and in line with the Consumer Guarantees Act to ensure the best possible resolution.

This policy helps protect both our valued clients and salon professionals while ensuring high-quality service at Ferdinando Hair. Thank you for your understanding and support!