Refund & Return Policy
Urban Roots™ Refund & Return Policy
Clear, fair and transparent guidelines for our clients
Effective Date: 16 September 2026
At Urban Roots™, our goal is to provide an elevated, inclusive beauty experience that leaves every client feeling confident, cared for and valued.
We understand that circumstances change and that, occasionally, a product or service may not meet your expectations. This Refund & Return Policy sets out our approach to service adjustments, product returns, cancellations, no-shows, gift cards and packages in a clear, fair and transparent manner.
This policy is subject to applicable South African consumer-protection legislation.
1. SALON SERVICES
Because hair, nail and beauty services are personalised and performed specifically for each client, Urban Roots™ does not ordinarily provide monetary refunds for completed services.
However, your satisfaction is important to us.
Our Service Guarantee
If you are dissatisfied with the result of a hair, braiding, nail, brow, lash or children’s service, please contact us within 48 hours of your appointment so that we have an opportunity to assess and address the concern.
The Fix
Where appropriate, Urban Roots™ may offer a complimentary adjustment or corrective appointment to address the specific concern.
The adjustment will generally be performed by the original stylist or beauty professional. Where Urban Roots™ considers it appropriate, we may arrange for another suitably qualified professional to assist.
Conditions
To qualify for an adjustment:
- The concern must be reported within 48 hours of the original appointment.
- The adjustment must be scheduled and completed within 7 days of the original appointment, unless otherwise agreed by Urban Roots™.
- The service must not have been materially altered, removed or treated by the client or another salon before Urban Roots™ has had a reasonable opportunity to assess the concern.
- The adjustment will be limited to addressing the original service concern and does not constitute a complimentary change of style or a new service.
- Where the concern relates to a product reaction, allergy or other health-related issue, the client should notify Urban Roots™ immediately and discontinue use of the relevant product where appropriate.
Nothing in this section limits any rights a consumer may have under applicable consumer-protection law.
2. RETAIL PRODUCT RETURNS & EXCHANGES
We want you to enjoy the premium products purchased from Urban Roots™ and use them confidently to maintain your look at home.
Unopened Products
Unopened and unused retail products may be returned within 14 days of purchase, provided that:
- The product remains sealed and unused.
- The original packaging is intact.
- Proof of purchase is provided.
Subject to applicable law, eligible products may qualify for a refund or store credit.
Opened or Used Products
For hygiene, safety and product-integrity reasons, Urban Roots™ generally does not accept returns or provide refunds for products that have been opened, unsealed or used.
This does not affect your rights where a product is defective, unsafe, incorrectly supplied or otherwise subject to a remedy under applicable consumer-protection law.
Where a product has caused an adverse reaction, please contact Urban Roots™ as soon as possible and provide details of the product and the reaction. We may request reasonable information or documentation to assist with assessing the matter.
Electrical Tools & Accessories
Electrical tools and accessories may be returned within 14 days of purchase, provided that they are unused, undamaged and returned in their original packaging with proof of purchase.
Where applicable, manufacturer warranties will apply to defects or faults arising after the return period.
3. CANCELLATIONS, RESCHEDULING & NO-SHOWS
We value the time of our clients and our skilled professionals. Appointments are reserved specifically for you, and late cancellations or missed appointments can prevent another client from using that time.
Cancellations & Rescheduling
Clients are requested to provide at least 24 hours’ notice when cancelling or rescheduling an appointment.
Late Cancellations
Appointments cancelled or rescheduled with less than 24 hours’ notice may be subject to a cancellation fee or forfeiture of any booking deposit, depending on the circumstances and the booking terms applicable at the time of reservation.
No-Shows
A no-show occurs where a client fails to attend a confirmed appointment without providing notice.
A no-show may result in:
- Forfeiture of any booking deposit paid.
- A cancellation or no-show fee.
- A requirement to pay a deposit before future appointments can be confirmed.
Repeated late cancellations or no-shows may result in Urban Roots™ declining to accept future bookings.
Where circumstances outside a client’s reasonable control arise, Urban Roots™ may exercise discretion on a case-by-case basis.
4. BOOKING DEPOSITS
Where Urban Roots™ requires a booking deposit, the applicable deposit amount and booking terms will be communicated to the client at the time of booking.
Unless otherwise stated or required by applicable law, a booking deposit may be applied towards the client’s appointment and may be forfeited where the client:
- Fails to attend the appointment.
- Cancels with less than the required notice.
- Reschedules outside the permitted booking terms.
Where Urban Roots™ cancels an appointment and cannot reasonably provide an alternative appointment acceptable to the client, any applicable deposit will be addressed in accordance with the circumstances and applicable law.
5. GIFT CARDS, VOUCHERS & SERVICE PACKAGES
Gift Cards & Vouchers
Urban Roots™ gift cards and vouchers are generally:
- Non-refundable.
- Not redeemable for cash.
- Not exchangeable for cash.
- Transferable to another person unless otherwise specified.
- Redeemable subject to any validity period or specific terms stated on the gift card or voucher.
Service Packages
Service packages are generally non-refundable once purchased, subject to applicable consumer-protection legislation.
Where a package contains unused services, Urban Roots™ may, at its discretion and subject to the applicable terms, allow the remaining services to be transferred to another person.
Specific package terms communicated at the time of purchase will apply.
6. PROMOTIONAL ITEMS & SPECIAL OFFERS
Promotional services, discounted treatments, complimentary services and special offers may be subject to specific terms and conditions.
Unless otherwise stated:
- Promotional offers cannot be exchanged for cash.
- Offers cannot be combined with other promotions.
- Promotional services may be subject to availability.
- Special promotional pricing applies only during the stated promotional period.
Where a promotion has specific terms, those terms will take precedence for that particular promotion.
HOW TO REQUEST AN ADJUSTMENT OR RETURN
For Salon Services
Please contact Urban Roots™ as soon as possible and, where the Service Guarantee applies, within 48 hours of your appointment.
You may contact us by:
WhatsApp or telephone: [Insert number]
Email: info@urbanrootssa.com
Please provide your name, appointment details and a brief description of the concern.
Where necessary, Urban Roots™ may request photographs or other reasonable information to help us understand the concern before arranging an adjustment.
For Retail Products
Please return the product to the Urban Roots™ location where it was purchased, together with:
- Original proof of purchase.
- The product and original packaging, where applicable.
- Any other information reasonably required to assess the return.
- PROCESSING OF APPROVED REFUNDS
Where a refund is approved, the refund method and processing time may depend on the original payment method and the relevant payment provider.
Urban Roots™ will process approved refunds within a reasonable period, subject to the processing timelines of the applicable payment provider or financial institution.
Where store credit is offered or selected, the applicable store-credit terms will be communicated to the client.
9. CONSUMER RIGHTS
Nothing in this Refund & Return Policy is intended to remove, restrict or limit any rights or remedies that a consumer may have under applicable South African law.
Where applicable legislation provides a consumer with a right to a refund, replacement, repair, cancellation or other remedy, Urban Roots™ will comply with those requirements.
- CHANGES TO THIS POLICY
Urban Roots™ may update this Refund & Return Policy from time to time to reflect changes to our services, business practices or applicable legal requirements.
The latest version will be made available through our website and will indicate the date on which it was last updated.
11. CONTACT URBAN ROOTS™
For questions regarding this policy, service adjustments, product returns, cancellations or refunds, please contact us:
Urban Roots™
Clay Oven Junction
Corner Witkoppen Road & Main Road
Paulshof, Sandton
Johannesburg, South Africa
Email: info@urbanrootssa.com
WhatsApp: +27 71 142 9303
URBAN ROOTS™
Rooted in Style