In partnership with your salon

Terms & Conditions

Welcome to Shampoo HQ. We hope you will enjoy shopping here with us!

IMPORTANT

This page (together with our Privacy Policy and Terms of Website Use) tells you information about us and the legal terms and conditions (Terms) on which we sell any of the products (Products) listed on our website (our site) to you. Please read these Terms carefully and make sure you understand them before using our site and ordering any Products.

By using and/or shopping on our site you are agreeing to be bound by these Terms.

When you first register you will be asked to click on the tick box to show your acceptance of these Terms. If you refuse to accept these Terms, you will not be able to order any Products from our site.

You should print a copy of these Terms or save them to your computer for future reference. We amend these Terms from time to time as set out in clause 8. Every time you wish to order Products, please check these Terms to ensure you understand the terms and conditions which will apply at that time.

These Terms, and any Contract between us, are only in the English language.

1. REGISTRATION

1.1 Before you use and shop at Shampoo HQ you must register with us.

1.2 You must ensure that the details you provide are correct and before making purchases inform us immediately of any changes to your details.

1.3 You must be at least 18 years old and a Salon guest referred to us by one of our authorised stockist salons.

1.4 You will be asked to enter your details (first name, last name and email address) and your password.

1.5 When you have registered with us we will set up your account.

1.6 To access your account you will need to enter your email address and password.

1.7 You will be responsible for all the activities in your account so you must keep your password confidential and secure.

1.8 If you believe someone else knows your password please change your password. 

2. INFORMATION ABOUT US

2.1 We operate the website www.shampoohq.co.uk.  We are Salon Success Ltd, a company registered in England and Wales under company number 1963398 and with our registered office at Inspired, Easthampstead Road, Bracknell, RG12 1YQ.  Our main trading address is 1-2 Millennium Point, Broadfields, Aylesbury, Buckinghamshire, HP19 8YH. Our VAT number is 490881318.

2.2 Contacting us if you are a consumer:

(a) To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to cancel is to use the email us on: hello@ShampooHQ.co.uk or use the Contact Us link and provide the information on the Returns Information Form found in our Easy Returns Policy (under HOW CAN WE HELP).

You can also cancel by telephone to our Customer Services on 01296 390 500 or 0845 873 6151 orby writing to us by post to ShampooHQ.com, Units 1 & 2 Millennium Point, Broadfields, Aylesbury, Buckinghamshire, HP19 8YH. Please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us.

If you are emailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us.

(b) If you wish to contact us for any other reason, including because you have any complaints, you can contact us by telephoning our customer service team on 01296390500 or 0845 873 6151 or by e-mailing us at hello@ShampooHQ.co.uk.

(c) If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

3. OUR PRODUCTS & AVAILABILITY

3.1 The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images.

3.2 The packaging of the Products may vary from that shown on images on our site.

3.3 All Products shown on our site are subject to availability. Certain brands of Products may not be available to you, as we will only sell you the brands of Products we supply to your Salon.  Shopping with us will make available the whole range and sizes of Products within the brands your Salon stocks.  If you try to purchase brands not stocked by your Salon a notice will pop up on our Site.  Where you order a Product within the brands stocked by your Salon, we will inform you by e-mail as soon as possible if the Product you have ordered is not available and we will not process your order if made.

4. USE OF OUR SITE

Your use of our site is governed by our Terms of Website Use. Please take the time to read these, as they include important terms which apply to you.

5. HOW WE USE YOUR PERSONAL INFORMATION

To help us work in partnership with your Salon to offer you a wider portfolio of sizes and Products, we and your Salon will be sharing with each other information as to the type of Products you are purchasing and date of purchase.  Further details are in the Privacy Policy. We will not be able to accept your order without your consent to share these details. We only use your personal information in accordance with our Privacy Policy. For details, please see our Privacy Policy. Please take the time to read these, as they include important terms which apply to you.

6. AS A CONSUMER

6.1 You may only purchase Products from our site if you are at least 18 years old and a Salon guest referred to us by one of our authorised stockist Salons.

6.2 As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights. 

7.  IF YOU ARE A BUSINESS CUSTOMER

7.1 We do not supply Products to business customers via this website. If you are a Salon business and interested in stocking Paul Mitchell branded products please call 01296 390 555.

8. HOW THE CONTRACT IS FORMED EITHER BETWEEN YOU AND US OR BETWEEN YOU AND YOUR SALON

8.1 The Contract between you and us is formed when you shop directly with us on our site by registering, placing an order, and we accept your order as detailed in this clause 8.1 (a) to (d):

(a) Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

(b) After you place an order, you will receive confirmation that we have received your order.  However, please note that this does not mean that your order has been accepted.  Our acceptance of your order will take place as described in clause 8.1(c) below.

(c) We accept your order by dispatching your order you.  The Contract between us will only be formed when we dispatch your order to you.

(d) If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because of an error in the price on our site as referred to in clause 13.5, we will inform you of this and we will not process your order. If you have already paid for the Products, we will refund you the full amount as soon as possible.

8.2 The Contract between you and your Salon is formed when you have ordered at your Salon and paid your Salon directly for the Products and we accept on your Salon’s behalf your order as detailed in this clause 8.2 (a) to (e):

(a) Each order of Products you place directly with your Salon shall incorporate these Terms.

(b) Your Salon will request your email address and delivery address for the Products in order to send to us to enable us to provide the picking, packing and shipping, and customer service in relation to the Products on your Salon’s behalf.

(c) Shortly after placing your order you will receive from us confirmation of your order to your email address.  However, please note that this does not mean that your order has been accepted.  Acceptance by your Salon of your order will take place as described in clause 8.2(d) below.

(d) Your Salon accepts your order when we dispatch your order to you.  The Contract between you and your Salon will only be formed when we dispatch your order to you.

(e) If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because of an error in the price on our site as referred to in clause 13.5, we will inform you of this and we will not process your order. If you have already paid for the Products, we will contact your Salon so that they can refund you the full amount as soon as possible. Please refer to clause 10 for returns and refunds.

9. OUR RIGHT TO VARY THESE TERMS

9.1 We may revise these Terms from time to time.

9.2 Every time you order Products from us, the Terms in force at that time will apply to the Contract between you and us.

9.3 Whenever we revise these Terms in accordance with this clause 9, we will keep you informed and give you notice of this.

10. YOUR CONSUMER RIGHT OF RETURN AND REFUND

10.1 As a consumer, you have a legal right to cancel a Contract under the Consumer  Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 10.3 below.  This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

10.2 However, this cancellation right does not apply in the case of:

(a) any made-to-measure or custom-made products;

(b) any product which has a security seal which you have opened or unsealed; or

(c) any product which for hygiene purposes, cannot be returned which includes: hairbrushes, combs, and blades.

10.3 Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out below:

Your Contract End of the cancellation period
Your Contract is for a single Product (which is not delivered in instalments on separate days).

The end date is the end of 14 days after the day on which you receive the Product.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
Your Contract is for multiple Products which are delivered on separate days.

The end date is 14 days after the day on which you receive the last instalment of the separate Products ordered.

Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first of your separate Products on 10 January and the last separate Product on 15 January you may cancel in respect of all of the separate Products at any time between 1 January and the end of the day on 29 January.


10.4 To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to cancel is to email us on: hello@ShampooHQ.co.uk or use the Contact Us link and provide the information on the Returns Information Form found in our Easy Returns Policy (under HOW CAN WE HELP).

You can also cancel by telephone to our Customer Services on 01296 390 500 or 0845 873 6151 or  by writing to us by post to ShampooHQ.com, Units 1 & 2 Millennium Point, Broadfields, Aylesbury, Buckinghamshire, HP19 8YH. Please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us.

10.5 You will receive a full refund of the price you paid for the Products and any applicable delivery charges you paid for.

10.6 If you have shopped directly with us and your Contract is with us (as explained in clause 8.1 above), we will:

(a) refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. 

(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method).

(c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

(i) if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 10.9;

(ii) if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.

(d) We will refund you on the credit card or debit card used by you to pay.

10.7 If you have shopped directly with your Salon and your Contract is with your Salon (as explained in clause 8.2), we will inform the Salon of your notice of cancellation and on receipt of the returned goods, we will request the Salon contact you to refund you directly.

10.8 If you have returned the Products to us under this clause 10 because they are faulty or mis-described, we will refund the price of a defective Product in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

10.9 If the Products has been delivered to you before you decide to cancel your Contract:

(a) then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. Please see our Easy Returns Policy page for our returns address and how to arrange a return. If we have offered to collect the Product from you, we will collect the Products from the address to which they were delivered. We will contact you to arrange a suitable time for collection;

(b) unless the Product is faulty or not as described (in this case, see clause 10.8), you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection. We charge £14.47 for collection;

10.10 Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 10 or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

11. DELIVERY

11.1 We will contact you with an estimated delivery date, which will be within 30 days after the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order). Occasionally our delivery to you may be affected by an Event Outside Our Control. See Clause 17 for our responsibilities when this happens.

11.2 If no one is available at your address to take delivery, we (our courier) will leave you a note that the Products have been returned to our courier’s depot, in which case, please contact the number provided to rearrange delivery or collect from the depot.

11.3 Delivery of an Order shall be completed when we deliver the Products to the address you gave us or you have collected from our courier’s depot. The Products will be your responsibility from that time.

11.4 You own the Products once we have received payment in full, including all applicable delivery charges.

11.5 If we miss the 30 days delivery deadline for any Products then you may cancel your Order straight away if any of the following apply:

(a) we have refused to deliver the Products;

(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

(c) you told us before we accepted your order that delivery within the delivery deadline was essential.

11.6 If you do not wish to cancel your order straight away, or do not have the right to do so under Clause 11.5, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your Order if we do not meet the new deadline.

11.7 If you do choose to cancel your Order for late delivery under Clause 11.6 you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the costs of this. After you cancel your Order we will refund any sums you have paid to us for the cancelled Products and their delivery.

12. UK DELIVERY ONLY

12.1 Unfortunately, we do not deliver to addresses outside the UK.

13. PRICE OF PRODUCTS AND DELIVERY CHARGES

13.1 The prices of the Products will be as quoted on our site from time to time. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However if we discover an error in the price of Product(s) you ordered, please see clause 13.5 for what happens in this event.

13.2 Prices for our Products may change from time to time, but changes will not affect any order which we have dispatched to you.

13.3 The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

13.4 The price of a Product does not include delivery charges. Our delivery charges are advised to you during the checkout process, before you confirm your order. To check relevant delivery charges, please refer to our Ordering & Delivery page found under How Can We Help.

13.5 Our site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. If we discover an error in the price of the Products you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price.

14. HOW TO PAY When ordering from our site directly:

14.1 You can only pay for Products using a debit card or credit card. We accept the following:

JCB Card  Maestro VisaMCard

14.2 Payment for the Products and all applicable delivery charges is in advance. We will not charge your debit card or credit card until we dispatch your order.

15. MANUFACTURER GUARANTEES

15.1 Some of the Products we sell to you come with a manufacturer's guarantee. For details of the applicable terms and conditions, please refer to the manufacturer's guarantee provided with the Products.

15.2 If you are a consumer, a manufacturer's guarantee is in addition to your legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

16. OUR LIABILITY

16.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the Contract

16.2 We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

16.3 We do not in any way exclude or limit our liability for:

(a) death or personal injury caused by our negligence;

(b) fraud or fraudulent misrepresentation;

(c) any other breach of terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);

(d) any breach of the terms implied by section 13 and 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and

(e) defective products under the Consumer Protection Act 1987.

17. EVENTS OUTSIDE OUR CONTROL

17.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 17.2.

17.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.

17.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract: (a) we will contact you as soon as reasonably possible to notify you; and (b) our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

18. COMMUNICATIONS BETWEEN US

18.1 When we refer, in these Terms, to "in writing", this will include e-mail.

18.2 If you wish to contact us in writing for any other reason, you can send this to us by e-mail to hello@shampooHQ.co.uk or by pre-paid post to, Shampoo HQ, Salon Success Limited, at 1-2 Millennium Point, Broadfields, Aylesbury, Buckinghamshire, HP19 8YH. You can always contact us using our Customer Services telephone line on 0845 659 0011.

18.3 If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

19. OTHER IMPORTANT TERMS

19.1 We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms.

19.2 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

19.3 This Contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.

19.4 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

19.5 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you. 

19.6 If you are a consumer, please note that these Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may bring proceedings in Northern Ireland, and if you are a resident in Scotland, you may also bring proceedings in Scotland.