Return & Refund Policy
How we handle refunds, re-dos and goodwill gestures when something does not land the way we hoped.
Most of our work is one-and-done - you walk in, you sit down, you walk out with a cut you are happy with. About one in three hundred visits ends with a customer who is not happy. This page explains what happens then.
The short version
- Same day: tell the barber. We will reshape, soften or re-blend on the spot at no charge.
- Within twenty-four hours: come back to the same shop and we will redo the cut at no charge.
- Within six days: a free perimeter touch-up on the lines, neck and side.
- After six days: hair has grown - we will discuss it and offer a discounted next visit if the original cut was at fault.
Why we do it this way
Hair is a service, not a product. We cannot return it to the shelf and resell it. What we can do - and what we have always done - is take a re-cut as seriously as the original. A re-cut is also useful for us: it tells us something we missed in the first consultation. We would rather hear that immediately than not at all.
Cash refunds
Refunds in money are rare. We offer them in two situations:
- If the cut cannot be salvaged - for example if it is significantly shorter than agreed - and you do not want a re-cut, we refund the full service value.
- If a treatment caused irritation that lasted longer than twenty-four hours and required topical care, we refund the treatment cost and reimburse documented chemist receipts.
Refunds are processed back to the original payment method within five working days. We do not pay refunds in cash because every shop is cashless.
Products bought in shop
We sell a small range of beard balms, oils, combs and shampoos at the front desk. Unopened products can be returned within fourteen days with a receipt. Opened products are returnable only if there is a quality defect (broken seal, separated formula, off smell) - we will swap them for a new one or refund the cost, your choice.
Tips and gratuities
Tips are voluntary and not refundable. If you tipped on a card and want to adjust it, ask the front desk and we will void the original transaction and re-run it without the tip.
Group and event bookings
For group bookings cancelled with at least seventy-two hours notice, there is no charge. Cancellations within seventy-two hours are not penalised - the soft slot we held is not a deposited reservation. If your group does not turn up on the day, we simply release the chairs back to the queue.
Disputes
If we cannot resolve something at the shop level, the operations manager will be in touch within two working days. If still unresolved, you can refer the matter to the Tribunal for Consumer Claims Malaysia under the Consumer Protection Act 1999.
How to start a refund or re-do
Easiest: return to the shop where you had the service. Otherwise email [email protected] with the shop, the date, the barber's name if you remember it, and a short description. We reply within a working day.