At SNI NATURAL HAIRCARE, We prioritize the health, safety, and satisfaction of our customers. All our products are carefully formulated using natural and ethically sourced ingredients, and we strive to maintain the highest standards of quality, compliance, and transparency in accordance with the UK Cosmetic Products Regulation and relevant consumer protection laws.

While our products are dermatologically friendly and extensively tested, individual skin and scalp sensitivities can vary. In the rare event that a customer experiences any form of adverse reaction or concern following the use of our products, we are committed to addressing the matter seriously and responsibly. However, in order to proceed with any investigation, refund, replacement, or claim-related request regarding an alleged reaction or issue, the following terms must be met in full:

Mandatory Submission of Medical Evidence

Customers are required to provide legitimate, clear, and dated medical documentation from registered medical professionals and relevant institutions. This is a non-negotiable requirement to ensure authenticity and to assist us in conducting a proper internal safety review. The required documents include, but are not limited to:

– A full report detailing the symptoms experienced, date of onset, areas affected, and the GP's professional opinion linking the symptoms to the product in question.

– An assessment from a certified dermatologist (if referred or directly consulted), explicitly diagnosing the skin, scalp, or hair-related reaction, with an expert opinion on the likely causative agent(s).

– If the issue pertains specifically to the hair or scalp, a report from a certified trichologist (hair and scalp specialist) must be submitted, outlining the condition and possible triggers.

– Documentation showing results from a patch test, allergy screening, or sensitivity test that indicates reactivity to any ingredients commonly used in natural hair care or skincare products.

– Any official diagnosis from a healthcare facility or private clinic indicating a medically recognized reaction (e.g., contact dermatitis, scalp folliculitis, chemical burn, etc.).

– Dated, clear photos showing the condition or reaction, before and after use of the product, must accompany the medical reports. These should not be edited, filtered, or altered in any way.

– A written explanation from the customer including the date of purchase, product batch number (if available), how the product was applied, the duration of use, and any other hair or skincare products being used concurrently.

Time Frame for Reporting

14 calendar days of receiving the product.

21 days of the initial report to allow a fair and complete assessment.

Important Notes

UK Seller Rights & Consumer Protection

This policy is aligned with the rights of the seller under the Consumer Rights Act 2015 and the UK Cosmetic Products Regulation (Schedule 34 of the Product Safety and Metrology Statutory Instrument 2019). While consumers have the right to report issues and request remedies, sellers equally reserve the right to validate such claims with appropriate evidence before any commercial action is taken.

As a responsible UK-based business, we are fully committed to consumer safety but equally bound to protect the integrity of our brand and prevent misuse of return/refund policies.

Should you have any further questions or require assistance in understanding this policy, please feel free to contact our support team.

Thank you for understanding and for choosing SNI HAIR CARE.