Reservation Policy

Our goal is a customized experience and product that works for you. To ensure the utmost level of service, an in-person consultation is included in every new guest service appointment. As part of our DEFINED hair consultation experience, your stylist will reach out to you prior to your first visit to say hello and gain insight into your hair goals. Our providers strive to not only learn about your hair & skin, but create a look that fits your lifestyle as well.

As we value your time and the time of other guests, all new guest reservations require a credit card upon booking. Please refer to our cancellation policy below if you need to reschedule or cancel your reservation.  All services may require a deposit if there is more than one last minute cancellation. Extended specialty color services, major color corrections, straightening services, and extensions require a consultation and a 50% deposit of the anticipated amount. All deposits are non-transferable and non-refundable.

Cancellation Policy

We strive to provide our guests with the highest quality service and therefore must protect the time of your service providers and respect other guests’ scheduled appointment times.  Our cancellation policy is as follows: 

  • CREDIT CARDS: All new guests are required to put a credit card on file to secure appointment bookings. (Any existing guest who does not have a card on file will be required to put a card on file if they violate the policies below).  
  • 24 HOURS: We kindly ask for a 24-hour cancellation notice for all salon services.  
  • SAME DAY CANCELLATIONS: We understand life and emergencies happen.  Any guest who cancels same day will be given one opportunity to reschedule without a fee. Same day cancellations beyond that will be subject to a 50% cancellation fee for the anticipated service amount.   Same day is from midnight until scheduled appointment time. Guests who cancel the same day of the service will have a notation made in their file and receive an e-mail outlining Define Hair & Skin’s cancellation policy, and may be subject to required deposits on future appointments. 
  • NO SHOWS: If you no show for your appointment, without contacting the salon, you will be automatically charged a 50% service charge of the anticipated service amount at your service provider’s level and will be required to make a deposit of 50% of the service amount for your next appointment reservation. 
  • DEPOSITS: Any guest who cancel same day two times or more will be required to put a minimum of a 50% NON-REFUNDABLE deposit for every future appointment. 
  • RIGHT TO SERVICE: Service providers reserve the right to refuse service for guests with excessive or subsequent last-minute cancellations or no shows. 

Late Arrivals

At Define, your time & preferences are our top priority. Being on time is greatly appreciated to ensure a consistent and quality service, as well as a courtesy to other Define guests who come after you. Please note late arrivals may be subject to a shortening of service offerings or a rescheduling of your appointment.  Guests who arrive 15 minutes late or greater two times or more may be subject to a 50% deposit down for subsequent appointments. 

Clothing Protection

Wearing your favorite shirt or dress? Hang it up! We provide and highly encourage a color robe with every color, facial, and massage service. However, even with a robe, there’s always a risk of color or skin products traveling, so please protect your pretties by leaving them on the hanger. Define Hair will not be held liable for any staining or damages to clothing.

Define Kids

We happily welcome children to our Define experience for any service. Please note all children 18 and under receiving services must have a parent or guardian present at the time of service. To ensure the highest level of attentiveness between our guests & artists, and as a consideration to other guests, we do recommend that children visit only when receiving services. We understand snow days and life can happen, so in the event your child must accompany you, be mindful that the salon environment contains sharp objects, hot tools, and chemicals potentially dangerous to unattended children and some color appointments can take an average of 3 hours per visit. Children are not allowed on the styling floor due to safety precautions (including infants in car seats & carriers) and are welcome to wait independently in our lounge area space permitting. We thank you in advance for helping us keep your child’s safety a priority.

Guarantee of Service

If you are not satisfied with the quality of any service please notify us within 1 week and we will consult with you to determine how we may adjust your service accordingly. No refunds or credit for services will be given, but our artists’ top priority is 100% happy, defined guests and to ensure your satisfaction with your service results.


Gratuity is not included in any services, packages, or gift cards. As always, gratuities are discretionary and always appreciated. If you choose to leave cash for gratuities, we do provide change as well as envelopes. While we do not offer cash back on credit cards, you do have the option to add gratuities to your card.

Retail Product Returns & Exchanges

We understand not every product recommendation will make it to your top 10 list. We accept any unopened, un-used products within 14 days of purchase for a full refund in the original form of payment. Any open products can be exchanged for salon credit within 30 days. Unless defective, all used brushes, combs, or hard tools may not be returned. All accessories are FINAL SALE and are non-refundable.

Confidentiality/Privacy Policy

We know privacy is equally as important to you as it is to us. Define Hair will not share or sell guest information to any outside party, and collection of personal information is for client profile services only. Online bookings are through a secure site and credit card information is never stored or visible in client profile. Personal data collected is for information notification such as email and text confirmations, generic feedback purposes, and for general statistical analysis of use of the site and user improvements.

Accepted Forms of Payments

Visa, Mastercard, Discover, American Express, Apple & Google pay, and cash. We do not accept personal checks or money orders.

Shipping Policy

Standard shipping orders take 1-3 business days to be processed and packaged before they are shipped. The shipping charge for Define Hair & Skin covers costs incurred with online order processing, item selection, packaging, transport, and handling. We do not honor any custom shipping requests. Delivery times are not guaranteed and shipments and deliveries occur only on weekdays. Shipping is subject to change and will be determined at the time of order.

Next day shipping is NOT available to post office boxes.

We offer Free shipping on orders over $100 within the continental United States.

Shipping charges and times may vary by-merchandise. Standard shipping within the continental United States only. We do not ship outside of the United States, Hawaii and Alaska. Standard shipping orders take 1-3 business days via USPS Priority Flat Rate to be processed and packaged before they are shipped out of our store. If there is an unexpected delay, we will make every effort to deliver the order the next business day. A signature and phone number may be required on second attempt deliveries.

Orders placed after 5pm Monday – Thursday will be processed the next business day. Orders placed after noon EST Friday will be processed Monday. A signature may be required on next day shipping, and there may be additional charges if more than one delivery attempt is required. This service is not available for some zip codes.

Define Hair & Skin is NOT responsible for:

Delays with USPS shipping
Lost, damaged, or marked delivered items

Flat rate shipping is $9.95
Free shipping over $100

Return Policy

We understand not every product recommendation will make it to your top 10 list. We accept any unopened, un-used products within 14 days of purchase for a full refund in the original form of payment. Any open products can be exchanged for salon credit within 30 days and are subject to a 20% restocking fee. A Define gift card will be issued for the store credit and amount will reflect the amount paid at time of purchase. Unless defective, all brushes, combs, travel sizes, and accessories are FINAL SALE and are non-refundable.

All online returns purchased directly from our site must be returned the enclosed Define return form. For online returns, please be sure to include your name, email address, mailing address, and phone number on the form. Please send your returns to:

3419 Plumtree Drive
Suite 101
Attn: Returns Dept
Ellicott City, MD 21042

Returns may also be made in person to the salon within the 14 day window for a full refund or store credit within 30 days. Any Kevin Murphy product purchased via the corresponding link on My Stylist Cart must be returned via their return policy.

Returns sent to us by mail will be refunded via the original payment method. Shipping is paid for by the purchaser. All refunds will be made in U.S. dollars and can only be shipped to a mailing address located within the United States. Returns that are either (a) not accompanied by the original order details or (b) received more than 30 days after the purchase date will not be accepted.