Introduction
At Ambient Motion, we are committed to providing high-quality makeup services and products. We understand that sometimes a refund may be necessary, and we have established this policy to outline the conditions under which we provide refunds.
This Refund Policy applies to all services and products purchased directly from Ambient Motion, whether through our website, over the phone, or in person.
This policy was last updated on June 15, 2024.
Service Refunds
Deposits and Prepayments
For most of our services, we require a deposit or prepayment to secure your booking. Our policy regarding these payments is as follows:
- All deposits are non-refundable but may be transferable to another date or service in certain circumstances
- Prepayments (full payments made in advance) are subject to our cancellation policy
Cancellation Policy
Our cancellation policy for service bookings is as follows:
- Regular Appointments: Cancellations made with at least 48 hours' notice will receive a full refund of any prepaid amounts (excluding deposits). Cancellations made with less than 48 hours' notice will not be eligible for a refund.
- Weddings and Special Events: Cancellations made with at least 14 days' notice will receive a 50% refund of any prepaid amounts (excluding deposits). Cancellations made with less than 14 days' notice will not be eligible for a refund.
- Group Workshops: Cancellations made with at least 7 days' notice will receive a 50% refund of any prepaid amounts (excluding deposits). Cancellations made with less than 7 days' notice will not be eligible for a refund.
Rescheduling
If you need to reschedule your appointment:
- Regular Appointments: Rescheduling with at least 48 hours' notice incurs no fee. Your deposit and any prepayments will be transferred to the new date.
- Weddings and Special Events: Rescheduling with at least 14 days' notice will result in the transfer of your deposit and prepayments to the new date, subject to availability. A rescheduling fee of £50 may apply.
- Group Workshops: Rescheduling with at least 7 days' notice will result in the transfer of your deposit and prepayments to the new date, subject to availability.
All rescheduling is subject to our availability. If we cannot accommodate your new requested date, our standard cancellation policy will apply.
Service Dissatisfaction
If you are not satisfied with the services provided, please:
- Inform your makeup artist immediately during or immediately after the service
- Allow us the opportunity to address and correct any issues while you are still with us
- If the issue cannot be resolved to your satisfaction, contact our customer service team within 24 hours
We assess each situation on a case-by-case basis and may offer:
- A partial or full refund
- A complimentary touch-up appointment
- A credit toward future services
Please note that subjective preferences (such as color choices that were approved during the service) do not qualify for refunds if the application was performed correctly and professionally.
Product Refunds
Unopened Products
We accept returns of unopened, unused products under the following conditions:
- The return is initiated within 14 days of purchase
- The product is in its original packaging with seals intact
- You provide proof of purchase (receipt or order number)
For qualifying returns, we will issue a full refund to your original payment method.
Opened or Used Products
Due to hygiene concerns, we generally do not accept returns of opened or used cosmetic products. However, exceptions may be made in the following cases:
- The product is defective or damaged upon receipt
- You experience an allergic reaction to the product (please provide medical documentation if possible)
- The product significantly differs from its description on our website
In these cases, please contact our customer service team within 7 days of receiving the product. We may request photographic evidence of the defect or damage.
Online Orders
For products purchased through our online store, in addition to the above policies:
- You have the right to cancel your order within 14 days of receiving the goods without giving a reason (Consumer Contracts Regulations)
- You are responsible for the cost of returning the item unless the item is defective or damaged
- Refunds will be processed within 14 days of receiving the returned items or evidence that they have been shipped back
Refund Process
How to Request a Refund
To request a refund, please:
- Contact our customer service team at [email protected] or call +443693696664
- Provide your order number or booking reference
- Explain the reason for your refund request
- Include any supporting documentation (photos, medical notes, etc.)
Refund Methods
Refunds will be issued using the same method used for the original payment:
- Credit/debit card payments will be refunded to the same card
- Bank transfers will be refunded to the originating account
- Cash payments will be refunded by bank transfer (you will need to provide your bank details)
Refund Timeframes
Our refund processing timeframes are as follows:
- Service refunds: Processed within 5-7 business days
- Product refunds: Processed within 14 days of receiving the returned items
- After processing, funds may take an additional 3-10 business days to appear in your account, depending on your financial institution
Exceptions and Special Circumstances
Force Majeure
In cases of circumstances beyond our control (such as severe weather, natural disasters, serious illness, or government restrictions), we will work with you to reschedule your service without penalty. If rescheduling is not possible, we will issue a full refund including the deposit.
Gift Certificates and Vouchers
Gift certificates and vouchers:
- Are non-refundable once purchased
- Cannot be exchanged for cash
- Are valid for 12 months from the date of purchase unless otherwise specified
- May be transferred to another person
Promotional Offers and Discounts
Services or products purchased with promotional offers or discounts:
- May be subject to additional restrictions regarding refunds
- Will be refunded at the actual paid amount, not the original value
- May be refunded as store credit rather than to the original payment method
Corporate or Group Bookings
Corporate events and group bookings of 5 or more people are subject to separate contractual agreements, which will specify the applicable cancellation and refund terms.
Contact Information
If you have questions about our refund policy or need to request a refund, please contact us:
Ambient Motion
809 Cox Rapids, Foxhaven B10 9JS
United Kingdom
Phone: +443693696664
Email: [email protected]
Our customer service team is available Monday-Friday, 9:00 AM - 5:00 PM.
