Delivery & Returns



Free UK delivery on orders over £50

Free delivery to any UK mainland address when you spend £50 or more in a single transaction. Promotion applies to standard deliveries made to any UK mainland address and does not include international delivery. Free delivery will automatically apply once your basket totals £50 or more. We reserve the right to retract this offer at any time. Orders are usually delivered within 4 working days between 8am – 9pm via our selected courier Hermes.

UK Islands and International Delivery

Hair Diagnostics currently ships to UK mainland addresses only. We consider delivery outside the UK on a case by case basis; please contact us if you have an international delivery request.

How and when do we send your parcels?

At Hair Diagnostics, all orders are carefully packed using recycled materials where possible. Orders are usually delivered within 4 working days between 8am – 9pm, via our selected courier Hermes. If there is a stock availability issue, we will inform you via email and will hold your order until your products come in, unless you instruct us to do otherwise.

How much do we charge you?

For deliveries to UK mainland addresses, we charge a standard rate of £2.99. For orders over £50, delivery is free of charge. Deliveries to other locations are considered on a case by case basis. We will always do our best to charge you as little as possible for reliable postage.

Delivery Addresses

It is essential that the full delivery address is entered including the correct postcode. Hermes will not consider compensation for items lost unless the delivery address and postcode are 100% correct.

Hair Diagnostics cannot be held responsible for items lost where an incorrect delivery address has been provided.

Bank and Public Holidays

Our couriers do not collect or deliver on UK bank and public holidays. Please consider how this will affect delivery times when you place your order.



Our 100% Satisfaction Guarantee

If you are not completely satisfied with your products and it has been less than 28 days since you placed your order, we will gladly accept return of the goods and provide you with a full refund.

Our Conditions

  • Are the items in your possession?
  • Are all of the products in their original undamaged packaging?
  • Are all of the products unopened, unused and the seals fully intact?
  • Did you order the items less that 28 days ago?

You must be able to answer yes to all of the questions above. If not, please contact us by emailing [email protected] and we will do our utmost to help.

Our Procedure

By following our returns procedure correctly, we will be able to process your request quickly and refund your money as soon as possible.

Returns Mandate

Please click the link below to download our returns mandate. This must be completed and sent to us with the products you are returning. An incomplete mandate may cause processing delays.

PDF Logo  Download the Returns Mandate

If you have trouble accessing this file, you can download Adobe’s free PDF reader here.

Postage & Packaging

Please repack the items you wish to return in the original box, with the filler provided. Seal the box with tape and cover the original postal label with our returns address:

Hair Diagnostics
2a Maiden Lane
United Kingdom

If you no longer have the original packaging, please use an appropriate substitute and ensure that the items will be suitably protected. Please note that any items damaged in transit will be ineligible for a refund.

The parcel must be sent back to us via recorded delivery. We cannot be held responsible for items lost or delayed in the postal system, so please obtain proof of postage.

Receipt of Items

As soon as we have received the items, we will process the parcel and confirm that each of the items are in the same condition as they were when dispatched. They must comply with the following:

  • All products are in their original, undamaged packaging.
  • All products are unopened, unused and the seals are fully intact.

Please note that any items that do not comply with the above rules will be ineligible for a refund.

Damaged Items

Your parcel will be packed as carefully as possible but damages can occur when couriering goods. You have the right to refuse a parcel if it appears damaged.

When you accept a damaged parcel you take on certain obligations:

  • To record any damage and provide photo evidence of the specific damage.
  • To make a member of the Hair Diagnostics team aware of what items were lost to damage and their value.

Please contact us as soon as possible by emailing [email protected]. Include a clear photo of each damaged item and an account of which items have been lost to damage. We will always do our utmost to help.

Returns – Refund of Payment

When all of the items are confirmed as being in the correct condition, we will gladly process your refund.

Please note that we will only be able to refund the cost of items returned. We will not be able to refund any postage paid at the time of ordering, or any postage costs incurred in returning the items. If you have qualified for Free Delivery of any kind we reserve the right to deduct the original postage cost to us from your final refund.

Damages – Refund of Payment

When photos have been received and it is clear what was lost to damage we will gladly process your refund.

Debit and Credit Card Payments

The refund will be applied to this card for the amount of the products returned. Refunds cannot be processed to any alternative cards and no cheque payments will be made for items paid for by cards.

Replacement of Products

If you have requested a replacement for an unwanted or damaged product, the replacement will be sent after we have received the return of the original product. We are unable to send out the replacement until we have received the original items.



If you no longer require the service or products you have ordered, you will need to cancel your order. This is very simple and straightforward. Email the address below with the following information and we will process your cancellation promptly.

Please note that cancellation of physical goods can only be accepted prior to dispatch. If you want to cancel your order after this, you will need to follow our Returns procedure. Payments will still be processed in this eventuality.

If the service you have chosen has already begun, this service will no longer be eligible for cancellation. Services include professional support and laboratory testing.

Information Required:

  • Full Name
  • Order Reference

Email Address: [email protected]