Complaints & Refunds Policy

In the instance of a complaint, Matthew Luke Professional would like to assure all customers of our ‘putting you in a better position’ code.



  • How do i make a complaint? Please contact the customer service team on your local salon number 
  • Can i email my complaint? we will need to speak to you though 
  • Please allow 24 – 36 hours from the time of your complaint to expect a response from the management team

Refunds and Redos 

If in the unlikely circumstance you are unsatisfied with your hair or the service that you have received our refunds and redo policy guidelines are below.

  • Raise a complaint within 48 hours from the initial booking. A full/part refund is eligible at the managements discretion.
  • Raise a complaint wishing 7 days from the initial booking. A full/part redo is eligible at the managements discretion. (No refund)
  • Raise a complaint after 7 days from the initial booking. It is the managements discretion to offer if/any redo service.


Refunds will ONLY be issued if the customers hair has be untouched since leaving the initial booking – If the hair has been cut or coloured by someone external to Matthew Luke Professional ALL refunds and redo terms are void instantly. 

ALL refunds Must be done via a card transaction with the cardholder present of which a signature must take place. (Even if the service was paid in cash – a card refund is required for security for both parties)