Refund policy

Trade Returns Policy

Last updated:11/08/26

This Returns Policy applies only to business-to-business purchases made from The Stylist Stockroom. Our products are supplied exclusively for professional trade use.

Business customers do not have an automatic consumer cooling-off or change-of-mind right. Returns of correctly supplied, non-faulty goods are offered at our discretion and must comply with this policy.

No returns for correctly supplied goods

All trade sales are final. We do not accept returns or provide refunds where goods:

  • were ordered by mistake;

  • are no longer required;

  • are considered unsuitable;

  • were ordered in the wrong size, shade, colour or quantity; or

  • do not meet a preference that was not agreed with us before purchase.

Business customers do not have an automatic consumer cooling-off or change-of-mind right.

This rule does not apply where goods are faulty, damaged on delivery, incorrectly supplied or do not correspond with the agreed description.

Discretionary exchange or account credit

At our sole discretion, we may agree to exchange a correctly supplied product or issue credit to your trade account.

A request must be made within 30 days of delivery. Approval is not guaranteed and must be obtained before anything is returned.

To be considered, goods must be:

  • unused and unopened;

  • in perfect, fully resalable condition;

  • returned with every original seal intact;

  • in complete, undamaged original packaging; and

  • accompanied by the return authorisation and order details.

We may refuse any request that does not meet these conditions.

Excluded products

We will not offer a discretionary exchange or account credit for:

  • opened or unsealed hair colour, cosmetics, chemicals or liquids;

  • products with broken hygiene or tamper-evident seals;

  • used products or equipment;

  • hygiene-sensitive products;

  • personalised, customised or specially ordered goods;

  • clearance, discontinued or final-sale products;

  • gift cards, vouchers or digital products;

  • products requiring controlled storage where correct storage cannot be verified; or

  • goods that cannot be safely or legally resold.

Return and replacement costs

Where we approve a discretionary exchange or account credit:

  • the Buyer is responsible for arranging and paying for the return;

  • the original delivery charge will not be refunded or credited;

  • the Buyer must pay any delivery charge for replacement goods;

  • the goods remain at the Buyer’s risk until received by us; and

  • we may deduct a reasonable handling or loss-in-value charge where packaging is damaged or the returned goods require additional processing.

We recommend using a tracked and adequately insured delivery service. We are not responsible for returns that are lost or damaged in transit.

Account credit

Any approved credit will be added to the Buyer’s trade account after the returned goods have been received and inspected.

Account credit:

  • is not redeemable for cash;

  • is non-transferable;

  • can only be used by the business account to which it was issued;

  • cannot normally be used toward delivery charges; and

  • will expire after [12 MONTHS], unless we confirm otherwise in writing.

No account credit is created until we have inspected and formally accepted the returned goods.

Faulty, damaged or incorrectly supplied goods

This discretionary policy does not apply where goods are faulty, damaged on delivery, incorrectly supplied or do not match the agreed description.

Please report visible transit damage, shortages or incorrect goods within 48 hours of delivery. Faults that could not reasonably have been identified during that period should be reported promptly after discovery.

We may require photographs, batch numbers, proof of purchase, usage information or return of the goods for inspection.

Where a valid issue is confirmed, we will provide an appropriate remedy, which may include repair, replacement, account credit or a full or partial refund. Account credit will only replace another remedy where the Buyer agrees or where our contract and applicable law permit it.

Nothing in this policy excludes or restricts any liability or remedy that cannot lawfully be excluded or restricted.

Requesting a return

Before returning anything, contact our team to request return authorisation via our contact us form, or alternatively email us at info@thestyliststockroom.com

Our legal responsibilities

Nothing in this policy excludes or limits responsibility for:

  • goods to which we do not have legal title;

  • death or personal injury caused by negligence;

  • fraud or fraudulent misrepresentation;

  • defective products where liability cannot legally be excluded; or

  • any other rights or liabilities that cannot lawfully be excluded or limited.

This policy should be read together with our Business-to-Business Terms and Conditions of Sale.