Policies
We strive to provide our guests with the highest quality service and therefore must protect the time of our service providers and respect other guests’ scheduled appointment times. Our cancellation policy is as follows:
Credit Cards: All services are by appointment only, and reserved by a credit card. If you are a current guest and do not have a credit card on file, you will need to add a credit card in order to book any future appointments at Define.
24 Hours: We kindly ask for a 24-hour cancellation notice for all salon services. Anything after 24 hours is harder for the service provider to book and cancelling the same day would entail a cancellation fee that will be charged to the card on file.
1st Same Day Cancellations will be subjected to pay 25% of the service cost.
2nd Same Day Cancellations will be subjected to pay 50% of the service cost.
3 or More Same Day Cancellations will be subjected to pay 100% of the service cost.
Extension / Texture Cancellations must be before the 72 hour window. Anything after that you will lose your deposit and will be charged 50% fee of the anticipated service amount at your service provider’s level.
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 email outlining Define Hair & Skin’s cancellation policy, and will be subject to required deposits on future appointments. We understand emergencies happen, so in these rare cases cancellation charge waivers will be reviewed and decided upon by management. In cases of inclement weather where school systems close early or roads are deemed unsafe for driving, we will waive the same day cancellation fee.
If you no show for your appointment, without contacting the salon, you will be automatically charged 100% fee 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.
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.
- Flat rate shipping is $9.95
- Free shipping over $100
- 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
We understand not every product recommendation will make it to your top 10 list. We accept any unopened, unused 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. Define gift cards are also 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. 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.
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 if you need to reschedule or cancel your reservation. All services will 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. These appointments must be canceled 72 hours before your initial appointment. Anything after that you will lose your deposit and will be charged a 50% fee of the anticipated service amount at your service provider’s level.
DEPOSITS
Any guest who cancels the same day more than 2 times 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.
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 salon and select spa services. Please note all children 18 and under receiving services must have a parent or guardian present at the time of service and/or consultation.
To ensure the highest level of attentiveness between our guests & providers and as a consideration to other guests, children are only allowed to attend appointments when they are receiving services. We understand snow days and life can happen, so in the event of a childcare issue, please contact the salon regarding your appointment. Children are only allowed on the styling floor if a service is being received due to potentially dangerous items such as sharp objects, hot tools, and chemicals. When planning your appointments, please note some color services can take an average of 3-4 hours per visit. We also do not allow infants carriers or strollers on the styling floor or in the spa. 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
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, unused 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 the 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.