Rogue Beauty Return Policy
Your Rogue Beauty Guarantee
Our Return Policy outlines the support you will expect from us as you represent our brands and products in your salon. As a valued customer, we put our customers first - both you and your customers.
1. Change of Mind Return Policy
2. Damaged/Faulty/Incorrect Item
3. Customer Support Return - In Salon
Change of Mind Return Policy
We offer returns for 90 days from the date of purchase.
Return Requirements
We CANNOT accept return on:
- Open or used products
- Expired products
- Discontinued products
- Products that can be redeemed using backbar credits; including NFRs (testers), backbar litres, merchandising, tandem samples and deluxe samples
- Professional treatments such as Oribe Renewal remedies & R+Co Concentrates
- Products NOT in their original condition including; missing their packaging or that have been tampered with
- Products that have marks, dents, or other damage including that in transit to the warehouse
- Products with stickers such as salon name, pricing or barcoding
- Products purchased outside the 90 day timeframe
Return Fee
25% of your credit or refund will contribute towards the restocking, shipping and handling costs of your items.
How to Lodge a Return
Please contact your Customer Service Specialist or Account Manager for a return form to complete.
Damaged/Faulty/Incorrect Item
Damaged Item
Products damaged in transit from Rogue Beauty will be credited or replaced, provided Rogue Beauty is notified within 3 days of delivery.
Please contact your Customer Service Specialist or Account Manager with the following:
1. Product name and quantity
2. Short description of the damage
3. Photo or video evidence
Any damages that are raised after 3 days of delivery, will be viewed as having occurred in the salon and therefore will not be credited or replaced.
Faulty Item
If the product is confirmed to have a defect, we can offer a replacement for the faulty item. Please ensure to contact your Customer Service Specialist or Account Manager with the following:
1. Product name and quantity
2. Short description of the fault
3. Photo or video evidence
4. Batch number (this is usually located on the bottom of the bottle or can, and along the seal line at the top of creams)
We will NOT replace an item that has physical attributes of heat or sun exposure.
Warranty
Hot Tools come with a 1 year manufacturer warranty. Please provide your proof of purchase in these instances.
Incorrect Item
It is important that with every order, you use the picking slip inside Box 1 to mark off your order to ensure you have received the entirety of your order.
On the rare occasion that there is an item missing from your order or you have received the incorrect item, notify your Customer Service Specialist or Account Manager within 3 days off receiving your order so that we can rectify the issue immediately.
The correct item will be shipped to you with complimentary shipping or will be added to your next order. We will arrange for the collection of the incorrect item. In some instances, we may ask your Account Manager to collect it from you, so please leave it aside.
How to Lodge a Damaged, Faulty or Incorrect Item
Please contact your Customer Service Specialist or Account Manager. If you don't know who that is, please email info@roguebeauty.com.au for assistance.
Customer Support Return - In Salon
Change of Mind - Your Customer
We recommend no refund or exchange for a change of mind. If your customer is not satisfied with a product or products due to a stylist's product recommendation, Rogue Beauty reserves the right for ownership to the salon. Rogue Beauty recommends the salon use their discretion for change of mind scenarios.
Damaged or Incorrect Product
We expect a replacement or a refund should be offered to customers if a product is damaged or faulty, or the customer has an adverse reaction to a product. Rogue Beauty will provide the salon with a credit or replacement for the wholesale value of the product(s) in these cases. In instances where the customer has had a reaction to a product, we will send you a Medical Questionnaire to complete. Rogue Beauty recommends the salon use their discretion for damaged item scenarios.
Hot Tools Warranty
Customers are provided a 1 year warranty from their purchase date. We recommend the salon ask for the following documentation from their customer:
1. Proof of purchase
2. Video evidence of faulty item and/or the return of the faulty item
Please replace the faulty item with stock you have in your salon and we can credit or replace the item for you. If you do NOT have the item in stock, lodge a warranty claim with your Customer Service Specialist or Account Manager and we can arrange the replacement for you.