1
Step one
Tell us
Contact your Epic salon as soon as possible and let us know what you are unhappy with.
Refunds & Returns
Our Service Guarantee
You’re in
You’re in
good hands.
At Epic Hair Designs, we want you to leave our salons loving your hair and feeling confident about the service you have received.
Our services are performed by professionally trained hairdressers who take pride in their work, and we stand behind the quality of the services we provide.
We want to know about it.
We understand that occasionally a result may not meet your expectations. If something about your service does not feel right, please tell us.
We never want a client to remain unhappy with their experience at Epic. Our priority is to understand what has happened, assess your concerns properly and, where appropriate, give our team the opportunity to put things right.
If your service did not meet your expectations, we want the opportunity to fix it.
What happens next
A simple process to make things right
Let us know what has happened and we will work through it with you.
2
Step two
Let us assess it
We will listen to your concerns, review the service and, where needed, ask you to return to the salon so we can assess your hair properly.
3
Step three
Give us the opportunity to fix it
Where appropriate, our first priority is to correct or adjust the service for you at no additional charge.
4
Step four
We review the outcome
If we have had the opportunity to rectify the service and you are still unhappy, we will review the matter with you and determine the appropriate next step.
Giving us the chance to help
Let us see your hair before it is changed elsewhere
To properly understand and resolve a concern, our team needs the opportunity to assess the original service and, where appropriate, correct or adjust it.
We ask that you contact Epic before having another salon alter the work. Once the hair has been changed by another provider, it can become difficult for us to accurately assess the original service or determine what may be required to resolve the concern.
Our priority
We want to make it right.
Our first priority is to work with you to achieve a satisfactory result.
If we have been given a reasonable opportunity to assess and rectify the service and you are still not satisfied, we will review the circumstances with you and determine the appropriate next step.
Depending on the circumstances, this may include a further solution, another suitable resolution or a refund where appropriate.
Every situation is considered individually because hair, services and circumstances can differ.
We’re here to help
Talk to us.
If you have a concern about your service, please contact your Epic salon first so our team has the opportunity to assist you.
You can also contact our Head Office team directly or send us a message through our Contact Us page.
Head Office
07 3910 2998
Post
Epic Hair Designs
PO Box 2129
Ascot QLD 4007
PO Box 2129
Ascot QLD 4007
Service Guarantee FAQs
The important bits, made simple.
Still unsure? Speak with your Epic salon or contact our Head Office team and we’ll be happy to help.
What should I do if I’m unhappy with my service?
Please contact your Epic salon as soon as possible and explain what you are unhappy with. We want the opportunity to understand your concern and work with you to resolve it.
Will I need to come back into the salon?
In many cases, yes. Our team may need to see and assess your hair in person so we can properly understand the concern and determine the most appropriate way to help.
Will I be charged to have the service corrected?
Where a correction or adjustment is appropriate under our Service Guarantee, our priority is to rectify the original service at no additional charge.
Should I have another salon fix my hair first?
We ask that you contact Epic first and give us the opportunity to assess the original service before another provider alters your hair.
Once another salon has changed the hair, it can become difficult for us to accurately assess the original service.
Can I request a refund?
Our first priority is to understand the concern and, where appropriate, give our team a reasonable opportunity to rectify the service.
If the service has been assessed and an appropriate rectification has been attempted but you remain unhappy, we will review the circumstances and determine the appropriate next step, which may include a refund where appropriate.
What happens if I’m still unhappy after the service is corrected?
Please tell us. We will review the outcome with you and consider the circumstances individually to determine the appropriate next step.
Who should I contact first?
Please contact the Epic salon where your service was performed first. This gives the salon team the opportunity to understand the concern and assist you directly.
How do I contact Epic Hair Designs Head Office?
You can call Head Office on 07 3910 2998, email contactus@epichairdesigns.zendesk.com or use our Contact Us page.
Does this Service Guarantee affect my consumer rights?
No. Nothing in this Service Guarantee is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law.
Our promise to you
You’re in good hands.
If something has not gone the way it should, tell us. We will do everything reasonably within our power to put it right and improve your experience with Epic Hair Designs.
Nothing in this Service Guarantee is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law.