Returns & Refunds Policy

This policy explains your rights regarding cancellations, returns, and refunds for both appointments/services and retail products purchased from Gul Gul Beauty Ltd, in line with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Appointments & Services

• You may cancel or reschedule an appointment free of charge if you give us at least 24 hours’ notice.
• Cancellations made with less than 24 hours’ notice, or missed appointments (“no-shows”), may be subject to a cancellation fee of up to 50% of the treatment price, or forfeiture of any deposit paid, at our discretion.
• If you are unhappy with a treatment you have received, please contact us within 48 hours at gulnura.ask2@gmail.com so we can discuss a resolution, which may include a correction appointment or partial refund, assessed on a case-by-case basis.
• Deposits taken to secure an appointment are non-refundable in the case of late cancellation or no-show, but are fully redeemable against the cost of your treatment if you attend.

2. Retail Products

• Under the Consumer Contracts Regulations 2013, you have the right to cancel an order for physical retail products within 14 days of receiving them, without giving a reason.
• To cancel, contact us at gulnura.ask2@gmail.com within this period.
• Once you have notified us, you must return the item to us within 14 days, unused and in its original packaging, at your own cost unless the item is faulty.
• We will issue a refund within 14 days of receiving the returned item, using the original payment method.
• Opened or used cosmetic, hair, or skincare products cannot be returned for hygiene and safety reasons, unless faulty, in accordance with standard UK retail practice for cosmetic goods.
• Faulty or damaged items will be refunded or replaced in full, including any reasonable return postage costs.

3. Gift Vouchers

• Gift vouchers are non-refundable once purchased but may be transferred to another person.
• Vouchers are valid for 12 months from the date of purchase unless otherwise stated.

4. Chargebacks & Payment Disputes

• If you believe a payment was taken in error or a transaction was unauthorised, please contact us directly at gulnura.ask2@gmail.com first so we can resolve the issue quickly — most concerns can be sorted out without involving your bank.
• If you raise a chargeback or payment dispute directly with your card issuer or bank without contacting us first, please note this can delay resolution, as we will need to provide evidence of the service or goods provided and any communication with you.
• We keep records of appointment bookings, order confirmations, and correspondence to respond to chargeback claims promptly and fairly.
• Raising a chargeback does not remove your right to also contact us directly, and we encourage customers to reach out to us in the first instance for a faster resolution.

5. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law.