At Priory Hair Company, we are committed to ensuring every client leaves feeling confident in their hair. In the event you are unhappy with your service, the following process applies:

1. Raise your concern
You must contact the salon within 48 hours of your appointment to let us know you are not satisfied.

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2. In-salon assessment (required)
All concerns must be assessed in person at the salon. This allows us to professionally review the hair, the consultation, and the outcome.

We understand that returning to the salon may feel uncomfortable for some clients. Where this is the case, we will always make reasonable adjustments to support you in returning, including offering:

• An appointment at a quieter time of day

• The option to see a different stylist

• A time that feels comfortable and convenient for you

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3. Opportunity to amend or correct
Following assessment, we will offer an adjustment appointment where appropriate to refine, amend, or correct the service in line with the original consultation.

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4. Further resolution
Only once the hair has been assessed in person and we have been given the opportunity to carry out any reasonable adjustments will any further resolution be considered.

 

Important Conditions

• We are unable to consider any form of refund or further action without an in-salon assessment first

• Adjustments are only offered where the concern relates to the original consultation and agreed outcome

• The hair must not have been altered by another salon or at home before the review appointment

• Concerns raised outside of the 48-hour timeframe may not be eligible for review

 

Our Approach

We always aim to resolve concerns professionally and fairly. Our priority is to work with you to achieve a result you feel comfortable and happy with, which is why an in-person review and the opportunity to adjust the service is an essential part of our process.