Returns & Refunds Policy

Effective Date: 9 April 2026
Website: www.octbr.co.uk

At OCTBR, we want you to be happy with your purchase. This Returns & Refunds Policy explains your rights and how returns, refunds, and exchanges are handled when you buy our hair products through our website.

This policy is designed to comply with applicable UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your Legal Rights

Nothing in this policy affects your statutory rights.

Under UK law, products must be:

  • as described

  • fit for purpose

  • of satisfactory quality

If your order arrives faulty, damaged, incorrect, or not as described, you may be entitled to a repair, replacement, or refund.

2. 14 Day Cooling Off Period (Online Orders)

As purchases made through our website are distance sales, you have the legal right to cancel your order within 14 days of receiving your goods, even if you simply change your mind.

To exercise this right:

  • You must notify us within 14 days of receiving your order.

  • Once you notify us, you have a further 14 days to return the item(s).

We will refund:

  • the full price of the returned item(s)

  • the standard delivery cost paid on your original order (where applicable)

Refunds will be processed within 14 days of:

  • receiving the returned goods, or

  • receiving proof of return (whichever is earlier)

This right applies unless an exception below applies.

3. Hygiene & Safety Products

For health protection and hygiene reasons, we cannot accept returns of opened, used, or unsealed hair products unless they are faulty.

This includes:

  • shampoos

  • conditioners

  • styling creams

  • waxes

  • sprays

  • powders

  • treatments

  • scalp products

To be eligible for a return under the cooling-off period, products must be:

  • unused

  • unopened

  • in their original sealed packaging

  • in a resalable condition

If the hygiene seal, lid, pump lock, shrink wrap, or packaging has been opened, broken, tampered with, or removed, we may refuse the return unless the item is faulty.

4. Faulty, Damaged, or Incorrect Items

If you receive:

  • a damaged item

  • a faulty product

  • the wrong product

  • an item that is not as described

Please contact us within 48 hours of delivery (where possible) with:

  • your order number

  • a description of the issue

  • clear photos of the item and packaging

We may:

  • offer a replacement

  • offer a refund

  • request return of the product for inspection

If a fault is confirmed, we will:

  • refund the item cost in full

  • refund any applicable delivery costs

  • cover reasonable return postage costs

Under UK law, you may have up to 6 months to raise issues where a fault was present at delivery, and longer rights may apply depending on circumstances.

5. Return Conditions

To be accepted, returned items must:

  • be authorised by us in advance

  • be securely packaged

  • include proof of purchase

  • be sent using the return instructions we provide

We reserve the right to reduce any refund if the value of returned goods has been reduced due to handling beyond what is reasonably necessary to inspect them.

6. Non-Returnable Items

The following cannot be returned unless faulty:

  • opened or used hair products

  • products with broken hygiene seals

  • personalised or custom-made items

  • gift cards

  • clearance items marked non-returnable (unless faulty)

7. Return Shipping Costs

If you change your mind:

  • you are responsible for return postage costs unless we state otherwise

If the item is faulty, damaged, or incorrect:

  • we will reimburse reasonable return postage costs or provide a prepaid return label

We recommend using a tracked delivery service, as we are not responsible for returns lost in transit.

8. How to Start a Return

To request a return, please contact:

Email: contact@octbr.co.uk

Please include:

  • your full name

  • order number

  • item(s) you wish to return

  • reason for return

9. Refund Process

Once your return is received and inspected:

  • we will notify you of approval or rejection

  • approved refunds will be issued to your original payment method

Refund times may vary depending on your payment provider.

10. Refused Returns

We may refuse returns where:

  • products have been opened or used

  • hygiene seals are broken

  • items are damaged due to misuse

  • insufficient proof of purchase is provided

  • return deadlines are missed without valid reason

11. Contact

If you have any questions about returns or refunds, please contact:

Email: contact@octbr.co.uk

We aim to respond to all returns enquiries within 2 business days.