Adverse Reaction & Medical Documentation Policy

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.

Klarna

Who is Klarna?
Slice it (Financing) Frequently Asked Questions
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 170,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Slice it work?
Spread the cost of your purchase into equal monthly payments with {INTERESTRATE}% interest. Slice it is a promotional plan on the Klarna Account.

How do I use Slice it?
When you shop online, Klarna’s system reviews each order to determine which payments options are available to you. If Slice it is offered, simply select this option. The first time you shop with Slice it you will be asked in to apply for a Klarna Account. If you’re approved Klarna will create an account for you and your order will be placed. Every time you shop with Slice it after that, you only need to agree to the purchase and won’t need to sign up again. The order amount will be added to your Klarna Account as additional promotional plans.

I have been asked to go to Klarna’s site. Is this correct?
If you have chosen to pay with Slice it by Klarna, Klarna will send you an email with further details on how to pay.

Can I pay less than the amount owed each month?
You can at any time choose to pay your minimum payment instead of your interest-saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you choose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable). It’s up to you.

Do I need to be 18?
Slice it is only available to people aged 18 or over and is an online exclusive payment method.

How do I manage my Klarna Account?
Log in to the customer portal at Klarna.com at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team.

How can I increase my chances of being accepted for Slice it?
Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

How is my statement sent?
If you chose to use Slice it, we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance.

What do I need to provide when I make a purchase?
If you want to make a purchase with a Klarna Account you need to provide your mobile phone number and your email address as well as name, billing address and your date of birth. Your mobile number is required in case we need to reach you. All statements will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive monthly statements and so be liable for late payment fees.

Is my payment information safe?
Payment information is processed securely by Klarna. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.

How do I make a payment?
First, log in at www.klarna.com/uk and visit your Klarna Account overview page. Then, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service here.

I haven’t received an email with my statement?
Please contact Klarna’s Customer Service via live chat or phone. They will be able to provide you with details on how to pay.

I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

What happens if I cancel or return my order?
As soon as SNI HAIR CARE have accepted your cancellation/return, then Klarna will make any necessary adjustments your balance and provide further help if needed.

I have cancelled my order. How long will it take until I receive my refund?
As soon as the store have registered your cancellation or your return, we will credit the balance back to your Klarna Account within the next 5 business days.

I have asked for a refund. How will I be refunded?
If you have paid for your order with card, the refund will be made back to your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.

I’ve received my monthly statement and a payment is due, but I’ve not yet received my goods?
You should of course not pay your statement until you’ve received your goods. In this case, we would ask that you contact the store and get an update on your order. You should also contact our Customer Service so that we can postpone the due date on your payment.

I still have questions regarding payment?
Visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.