Refund Policy
Last Updated: September 13, 2026
This Refund Policy outlines the terms for returns, refunds, and exchanges for services and products purchased through www.citadelsalonspa.ca or in-salon. It aligns with our Satisfaction Guarantee to ensure a confident, tranquil experience.
For questions, contact us at contact@citadelsalonspa.ca or (604) 786-7461.
1. Satisfaction Guarantee
As part of our commitment to excellence, we offer a 7-day Satisfaction Guarantee for all services and products:
- Services: If you’re not fully satisfied with your hair styling or spa treatment, contact us within 7 days of your appointment for a complimentary adjustment, stylist consultation, or full refund.
- Products: Unopened hair products may be returned within 7 days of delivery or purchase for a refund or exchange.
- Process: Email contact@citadelsalonspa.ca or call +1 (604) 786-7461 with your booking or order details. Refunds are processed within 7 business days to your original payment method.
- Exclusions: This guarantee does not apply to dissatisfaction resulting from failure to follow aftercare instructions or changes in personal preference after the service.
2. Product Returns and Exchanges
Eligibility To be eligible for a return or exchange, products must be:
- Unopened, unused, and in their original packaging
- Returned within 7 days of delivery (online purchases) or purchase date (in-salon purchases)
Non-Returnable Items
- Opened or used hair products due to hygiene concerns
- Gift cards or downloadable digital products (if offered)
Return Process
- Contact us at contact@citadelsalonspa.ca to initiate a return
- Mail the product to: Citadel Salon & Spa, 10579 King George Blvd, Surrey, BC V3T 2X5
- Provide proof of purchase (e.g., receipt or order confirmation)
Shipping Costs Return shipping costs are your responsibility unless the product is defective or shipped in error. Non-refundable shipping fees will be deducted from your refund.
Inspection & Refunds Once we receive and inspect your return, we’ll notify you via email about the approval or rejection of your refund. Approved refunds are processed within 7 business days to your original payment method.
Exchanges Defective or damaged products may be exchanged for the same item, subject to availability. Contact us to arrange an exchange.
3. Service Refunds
Eligibility If you’re not satisfied with a service (e.g., weave, braid, haircut, facial), you may request a refund or adjustment within 7 days of your appointment.
Process
- Contact us at contact@citadelsalonspa.ca or +1 (604) 786-7461 with your booking details
- We may offer a complimentary adjustment or stylist consultation before processing a refund
- Approved refunds are processed within 7 business days to your original payment method
Exclusions Refunds are not available for no-shows, late cancellations (less than 24 hours’ notice), or dissatisfaction due to failure to follow aftercare instructions.
4. Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account or payment method (e.g., credit card, PayPal)
- Contact your payment provider, as processing times may vary
- If issues persist, contact us at contact@citadelsalonspa.ca — we’ll resolve it promptly
5. Sale Items
Only regular-priced products and services are eligible for refunds under the Satisfaction Guarantee. Sale or discounted items are non-refundable unless defective or shipped in error.
6. Gifts
Direct Gifts: If a product was purchased as a gift and shipped directly to you, you’ll receive a gift credit for the return value upon receipt of the returned item. A gift certificate will be mailed to you.
Indirect Gifts: If the gift giver purchased the item for themselves to give to you, any refund will be issued to the gift giver’s original payment method.
7. Contact Us
For questions about refunds or returns, contact:
Citadel Salon & Spa
Address: 10579 King George Blvd, Surrey, BC V3T 2X5
Email: contact@citadelsalonspa.ca
Phone: +1 (604) 786-7461