Return & Refund Policy

1. Introduction

At HMB Barbers, we take pride in delivering high-quality barbering services across all of our 18 Queensland locations. We understand that customer satisfaction is paramount, and we are committed to ensuring that every visit meets your expectations. This Return and Refund Policy outlines the circumstances under which refunds or remedies may be provided, and the process for raising any concerns about the services you have received.

As a service-based business, the nature of barbering services means that once a haircut, beard trim or other grooming service has been performed, it cannot be "returned" in the traditional sense. However, we recognise our obligations under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) and are committed to addressing any genuine concerns promptly and fairly.

2. Service Satisfaction

Our barbers are trained professionals who strive to deliver results that meet your expectations. Before commencing any service, our barbers will discuss your preferred style, length and any specific requirements to ensure there is a clear understanding of the desired outcome. We encourage you to communicate openly with your barber throughout the service so that any adjustments can be made in real time.

If you are not satisfied with any aspect of your service during your visit, please inform your barber or the store manager immediately. In most cases, our barbers will be able to make adjustments or corrections on the spot at no additional cost. Raising concerns during your visit allows us to address them promptly and ensures the best possible outcome.

We strongly encourage all customers to speak up during the service if they notice anything they would like changed. Hair styling is a collaborative process, and the sooner feedback is provided, the more effectively our barbers can address your preferences.

3. Refund Eligibility

Given the nature of barbering services, refunds are assessed on a case-by-case basis. You may be eligible for a partial or full refund in the following circumstances:

• Service not as described: If the service you received was materially different from what was agreed upon with your barber before the service commenced, and the issue could not be reasonably corrected during the visit.
• Service below acceptable standard: If the quality of the service falls significantly below the standard that a reasonable customer would expect from a professional barbershop, taking into account the price paid and any instructions provided.
• Injury or adverse reaction: If you suffer an injury or adverse skin reaction as a direct result of negligence or improper technique by our staff during the provision of a service.
• Overcharging: If you were charged more than the advertised or agreed-upon price for a service, you are entitled to a refund of the overcharged amount.

Refunds will not be provided in the following circumstances:

• You have simply changed your mind about a hairstyle or service after it has been completed.
• The outcome of the service differs from a reference image due to natural differences in hair type, texture, thickness, growth patterns or scalp condition.
• You failed to communicate your preferences clearly before or during the service, and the barber performed the service based on their reasonable professional judgement.
• You were refused service or asked to leave due to a breach of our customer conduct policy as outlined in our Terms and Conditions.

4. How to Request a Refund

If you believe you are entitled to a refund, please follow these steps:

• Step 1: Raise the issue in-store immediately if possible. Speaking with the barber or store manager at the time of service gives us the best opportunity to resolve the matter, whether through a correction or an agreed refund.
• Step 2: If the issue cannot be resolved in-store, or if you wish to raise a concern after leaving the store, please contact us by email at info@disgrupp.com or through our contact form. Please include the following details in your communication:
  • Your full name
  • The store location you visited
  • The date and approximate time of your visit
  • A description of the service received and the issue you experienced
  • Any supporting photographs, if applicable
• Step 3: Our management team will review your request and may contact you for additional information. We aim to acknowledge all refund requests within 3 business days and to provide a resolution within 10 business days of receiving all necessary information.

5. Refund Process and Timeframes

If your refund request is approved, the refund will be processed to the original payment method used at the time of the service. As all our stores are cashless, refunds will be credited back to the debit or credit card used for payment. Please allow up to 10 business days for the refund to appear on your card statement, depending on your financial institution's processing times.

Where a partial refund is deemed appropriate (for example, where only part of a multi-service visit was unsatisfactory), the refund amount will be determined based on the value of the specific service in question. In some cases, we may offer a complimentary corrective service at the same or another HMB Barbers location as an alternative to a monetary refund, subject to your agreement.

6. Australian Consumer Law

Nothing in this policy is intended to limit or exclude any rights you may have under the Australian Consumer Law. Under the Australian Consumer Law, services must be provided with due care and skill, be fit for the purpose specified by the consumer and be delivered within a reasonable time. If a service fails to meet these consumer guarantees, you may be entitled to a remedy including a refund, a re-supply of the service or compensation for any resulting loss or damage.

7. Contact Us

If you have any questions about this Return and Refund Policy, or if you wish to raise a concern about a service you have received, please contact us at:

HMB Barbers
Email: info@disgrupp.com
Website: Contact Page