Return Policy

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1. Overview

At Zenttcandlesur, we are committed to providing exceptional personal styling services. This Return Policy outlines the terms and conditions regarding cancellations, refunds, and rescheduling of our services. Please read this policy carefully before booking any of our services.

2. Service Nature

Our services are professional styling consultations and personal shopping experiences that are delivered in person or virtually. Due to the personalized and time-sensitive nature of our services, specific terms apply to cancellations and refunds as outlined below.

3. Cancellation Policy

3.1 Cancellations by Client

We understand that circumstances may change, and you may need to cancel your appointment. The following cancellation terms apply:

  • Cancellations made more than 7 days before the scheduled appointment: Full refund of the service fee.
  • Cancellations made between 3-7 days before the scheduled appointment: 50% refund of the service fee.
  • Cancellations made less than 48 hours before the scheduled appointment: No refund will be provided.
  • No-shows without prior notice: No refund will be provided, and the full service fee will be forfeited.

3.2 Cancellations by Zenttcandlesur

In the rare event that we need to cancel your appointment due to unforeseen circumstances, illness, or emergencies, you will be offered:

  • A full refund of any payments made, or
  • The option to reschedule your appointment at a mutually convenient time with no additional charges.

4. Rescheduling Policy

We understand that flexibility is important. You may reschedule your appointment under the following conditions:

  • Rescheduling requests made more than 48 hours before the scheduled appointment: No fee applies, and your appointment can be moved to another available date and time.
  • Rescheduling requests made less than 48 hours before the scheduled appointment: A rescheduling fee of £50 will apply.
  • Each booking may be rescheduled only once without additional fees (beyond the 48-hour notice period). Subsequent rescheduling requests may incur additional fees.

5. Refund Process

5.1 How to Request a Refund

To request a cancellation and refund, please contact us as soon as possible through:

  • Email: talk@zenttcandlesur.world
  • Phone: 020 3150 5185

Please provide your booking reference number and the reason for cancellation in your request.

5.2 Refund Timeline

Once your cancellation request is approved, refunds will be processed within 5-10 business days. The refund will be issued to the original payment method used at the time of booking. Please note that depending on your bank or credit card company, it may take additional time for the refund to appear in your account.

5.3 Non-Refundable Items

The following are non-refundable:

  • Completed services that have already been delivered.
  • Digital style guides or lookbooks that have been sent to you.
  • Gift certificates or promotional vouchers (unless required by law).
  • Third-party purchases made during personal shopping sessions.

6. Service Satisfaction

Your satisfaction is important to us. If you are not satisfied with the service provided, please contact us within 7 days of your appointment. We will work with you to address your concerns and find a suitable resolution, which may include:

  • A complimentary follow-up consultation to address specific concerns.
  • Additional styling advice or recommendations at no extra charge.
  • In exceptional circumstances, a partial refund may be considered on a case-by-case basis.

7. Package Services

For clients who have purchased multi-session packages:

  • Unused sessions may be refunded on a pro-rata basis if cancellation occurs before the second session.
  • After the second session has been completed, no refunds will be provided for remaining sessions.
  • Package sessions must be used within 6 months of purchase, after which they will expire with no refund.
  • Package sessions are non-transferable to other individuals.

8. Personal Shopping Services

For personal shopping services, please note:

  • Our service fee covers the consultation and shopping assistance, not the cost of items purchased.
  • Items purchased from third-party retailers are subject to those retailers' return policies.
  • We cannot process returns for items purchased during shopping sessions, but we can assist you with the return process at the respective stores.
  • Our service fee is non-refundable once the shopping session has commenced.

9. Virtual Consultations

For virtual styling consultations conducted via video call:

  • The same cancellation and refund policies apply as for in-person consultations.
  • Technical difficulties on our end that prevent the consultation from taking place will result in a full refund or free rescheduling.
  • Technical difficulties on the client's end do not qualify for a refund, but we will make reasonable efforts to reschedule.

10. Force Majeure

In the event of circumstances beyond our reasonable control, including but not limited to natural disasters, government restrictions, public health emergencies, or other force majeure events, we reserve the right to cancel or reschedule appointments. In such cases, clients will be offered the option to reschedule or receive a full refund.

11. Modifications to This Policy

We reserve the right to modify this Return Policy at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services after any such changes constitutes your acceptance of the new Return Policy. We encourage you to review this policy periodically.

12. Disputes

If you have any concerns or disputes regarding cancellations or refunds, please contact us first so we can attempt to resolve the issue. We are committed to working with our clients to reach a fair resolution.

13. Contact Information

For any questions regarding this Return Policy or to request a cancellation or refund, please contact us:

Zenttcandlesur
49 Stewart's Grove
London, SW3 6PH
Great Britain
Phone: 020 3150 5185
Email: talk@zenttcandlesur.world

14. Legal Rights

This Return Policy does not affect your statutory rights as a consumer under UK law. If you are a consumer, you have certain legal rights in relation to services that are faulty or not as described. Nothing in this policy affects these legal rights.