Refunds & Returns Policy
Effective date: 3 August 2026
Barbering and grooming services
We want customers to be satisfied with their service. Please raise any concern during the appointment wherever possible so that the barber has an opportunity to understand and address it.
If you notice a concern after leaving, contact us as soon as reasonably possible, preferably within 48 hours, at support@cutatwaterloo.co.uk. Include your name, appointment date, service, barber and a clear explanation of the issue.
We may invite you to return so that a senior barber or manager can assess the service.
Where a service was not performed with reasonable care and skill or did not correspond with what was agreed, an appropriate remedy may include:
• correcting or repeating the affected part of the service within a reasonable time and without additional charge;
• an alternative barber where appropriate; or
• a proportionate price reduction or refund where correction is impossible, unsuitable or would cause significant inconvenience.We do not normally provide a refund solely because a customer changes their mind about a style that was accurately discussed, agreed and competently delivered. This does not affect statutory rights.
Any corrective service must be agreed in advance. We may be unable to assess a complaint properly if another barber or salon has altered the hair before we have been given a reasonable opportunity to inspect it.
Cancelled appointments
CUT@WATERLOO does not currently charge customers for cancelling or rescheduling an ordinary appointment.
If an appointment was prepaid and cancelled, any refund will be handled in accordance with the booking conditions shown at purchase and applicable law.
If we cancel a prepaid appointment and cannot provide an acceptable alternative, we will refund the payment for the service not supplied.
Products bought online
Where the statutory distance-selling cancellation right applies, you may notify us that you wish to cancel within 14 days after receiving the goods.
After notifying us, the goods should be returned without undue delay and ordinarily within a further 14 days.
Unless the item is faulty, incorrect or otherwise our responsibility, the customer is responsible for the return cost where this was explained before purchase.
Returned goods should be unused, complete and in their original packaging. We may make a lawful deduction where handling beyond what was reasonably necessary to inspect the product has reduced its value.
We will make any required refund through the original payment method unless another method is expressly agreed.
Standard outbound delivery charges will be refunded where required. Any additional amount paid for premium delivery above our least expensive standard option may not be refundable.
Sealed hygiene products
A right to cancel may cease where a product was supplied sealed, is genuinely unsuitable for return for health-protection or hygiene reasons, and has been unsealed after delivery.
This exception will be applied only where legally appropriate. It does not remove rights relating to faulty, unsafe, misdescribed or incorrect products.
Products bought in the barbershop
There is no automatic change-of-mind refund for a product purchased in person where the product is not faulty.
As a goodwill policy, we may accept an unopened, unused and resaleable product returned with proof of purchase within 14 days. This goodwill policy does not apply to opened hygiene-sensitive products and does not affect statutory rights.
Faulty, damaged or incorrect products
Contact us promptly if a product is faulty, damaged, unsafe, misdescribed or not what you ordered.
Depending on the circumstances and statutory rights, the remedy may include repair, replacement, price reduction or refund. We may request photographs or return of the product where reasonable.
Gift cards
Gift cards are not normally redeemable for cash and cannot ordinarily be refunded merely because the recipient no longer wants them.
This does not exclude any statutory cancellation or refund right that applies to the original purchase.
Refund processing
Once a refund is approved, we will process it without undue delay. The time taken for the amount to appear may depend on the bank or payment provider.
Contact
Email support@cutatwaterloo.co.uk or write to CUT@WATERLOO, 49 Baylis Road, London, SE1 7AU.
The remedies section follows the Consumer Rights Act framework for repeat performance and price reduction. The online-return section reflects the usual distance-selling cancellation period and the specific statutory exception for qualifying sealed hygiene goods.