Refund policy

Refund & Return Policy

We want you to be happy with your ViVid HAIR purchase. Please read this policy before requesting a return.

Items that can be returned

We accept returns on unopened items in their original, sealed condition, with all packaging, free gifts and accessories included.

Items that cannot be returned

  • Hair colour, hair care and cosmetic products that have been opened, used or had their seal broken. For health and hygiene reasons these cannot be returned or exchanged.
  • Items bought on sale or with a discount code.
  • Promotional items and free gifts.
  • Gift cards.
  • Any item marked as non-returnable on its product page.

How long you have

Contact us within 7 days of receiving your order to start a return. Once we approve your request, please post the item back within 7 days. Requests made after this period cannot be processed.

Damaged, defective or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, contact us within 7 days of delivery with your order number and clear photographs of the item and its packaging. We will arrange a replacement or a refund at no cost to you.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to your original payment method. Please allow your bank or payment provider a further few working days to process the credit.

Return postage

  • If you changed your mind: return postage is paid by you, and the original shipping fee is not refunded.
  • If the item was damaged, faulty or incorrect: we cover the return postage.

How to start a return

Get in touch through our Contact Us page with your order number, the item concerned, the reason for the return, and photographs where relevant. Please wait for our confirmation before sending anything back, as we cannot match unannounced parcels to your order.

Colour results

The final shade you achieve depends on your natural hair colour, hair condition and any previous colouring or chemical treatment. A result that differs from the swatch is not a product fault and is not grounds for a return. See our Terms of Service for details.

Questions

Contact us any time through our Contact Us page.