Refund Policy
- Your Cancellation and Refund Rights
10.1 Due to the sterile nature of the products we operate a no-returns policy for pigments, needles or handpieces if they have been opened or had their packaging/seal tampered with, unless the Products are in some way faulty.
10.2 Orders may not be cancelled except with our mutual agreement and having been confirmed in writing by us.
10.3 If there is a problem with the goods, please notify us by email or in writing within 5 days providing full details of the fault. In accordance with your legal rights we will issue a full refund if the returned goods are deemed by us to be faulty. We will upon receipt and inspection of the faulty goods issue you with a refund within 14 days, for the price you paid for the Products, in addition to any applicable delivery charges you incurred, that had been agreed in advance of return and subject to receipt of a delivery invoice.
10.4 If an exchange is necessary it will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been returned to us for assessment. The cost of returning goods to us is your responsibility, however on inspection if we deem the product to be faulty, we will refund you reasonable postage costs. If the goods are not faulty, we will return them to you, however you will be required to cover postage carriage.
10.5 If a faulty item requires us to replace it and due to unforeseen circumstances the Product is no longer available or is out of stock, we will provide you with the option of a refund. When we replace faulty goods you are responsible for returning the Product to us, prior to a replacement being issued.
10.6 We hold no responsibility for loss of business whatsoever due to delay in delivery of your machine/Products, or when your machine is out of use due to service maintenance or repair works.
10.7 To cancel a Contract, you must contact us in writing by sending an e-mail to charlotte.giles@traciegiles.co.uk or by notifying us in writing and sending a letter to Tracie Giles London, 24 Beauchamp Place, London SW3 1NH. We advise that you retain a copy of your cancellation notification for your records, as in the event of a dispute the responsibility falls upon the customer to prove that he/she provide us with notice in the required time frame as outlined in clause 10.3.
10.8 If the Products were delivered, you must return the Products to us and unless the Products are faulty or not as described, you will be responsible for the cost of returning the products to us. All products should be returned to us in their original packaging, un-opened and un-used.
10.9 Tracie Giles Ltd. retain the right to deduct an amount from the exchange of goods value reimbursement if we believe the product/(s) returned have been devalued by your handling of them beyond what is deemed to be necessary to establish their nature.
10.10 If you chose to return any Products to us we will not be responsible for loss or damage to them in transit. We therefore recommend that these are returned to us using a reputable recorded delivery service. If Products are damaged or lost in delivery we reserve the right to charge you, or not to refund any amounts due to you, that are attributable to the loss or damage.
10.11 Your refund for faulty goods once approved by us will be credited back onto the debit or credit card you used to initially purchase the product/(s).