My account

Product Returns & Refunds Policy

Last updated: 30.12.2025

This policy applies to retail products purchased from Persona, including haircare products, treatments, shampoos, conditioners and related items for home use.

This policy does not apply to salon services or treatments carried out in the salon.

1. Change of mind (unopened products)

If you purchase a product from us and change your mind, you may return it provided that:

  • The product is unused, unopened, and in its original sealed packaging
  • It is returned within 14 days of purchase
  • You provide proof of purchase

Where these conditions are met, we will offer a refund or exchange.

Refunds will be issued to the original method of payment.

2. Opened or used products

For hygiene and safety reasons, we cannot accept returns or offer refunds for products that have been:

  • Opened
  • Used
  • Tampered with
  • Tested or partially used

This includes shampoos, conditioners, treatments and any cosmetic or haircare products intended for personal use.

This does not affect your statutory rights if a product is faulty (see below).

3. Faulty or defective products

If a product is faulty, damaged, or not as described, you are entitled to a refund, replacement or repair in accordance with your statutory rights.

Please notify us as soon as reasonably possible and within 30 days of purchase.

Where a fault is confirmed:

  • A full refund or replacement will be offered
  • This includes opened products where a genuine fault exists
  • We may ask for the product to be returned for inspection

4. Allergic reactions or sensitivity

We strongly recommend reviewing product ingredients and instructions before use.

We cannot offer refunds for products that have been opened or used where a reaction occurs unless the product is faulty or incorrectly described.

If you are unsure about suitability, please speak to a member of our team before purchase.

5. How to return a product

To return a product, please:

  • Contact us at persona.hair.hub@gmail.com before returning the item
  • Provide proof of purchase
  • Return the product to the salon in person or as instructed

Return postage costs (where applicable) are the responsibility of the customer unless the product is faulty.

6. Refund processing

Approved refunds will be processed within 7–10 working days of acceptance and returned to the original payment method.

7. Statutory rights

Nothing in this policy affects your legal rights under UK consumer law, including the Consumer Rights Act 2015.