Warranty and repairs procedures
Every Cloud Nine product is created to the highest standards and thoroughly checked before it leaves us. But if for any reason you need to return a Cloud Nine product we’ll ensure the whole process is as simple and speedy as possible.
We offer a 12 month replacement or repair guarantee on all electrical items, and 6 months for The O rollers subject to the fault being a manufacturer error. We undertake to provide you with a replacement product subject to the terms of this guarantee and in accordance with the consumer protection act.
In order to qualify for an additional 12 month manufactures repairs guarantee in addition to the original 12 months replacement guarantee, you must activate it by registering your product online within 14 days from date of purchase at http://za.cloudninehair.com/customer-care/register/.
Returns process in case of a faulty iron on the next page.
Step 1. Send an e-mail to firstname.lastname@example.org or contact our customer service team on 0860 104 109 in order to make use of our warranty and returns policy.
Step 2. We will send you a returns form to be completed.
Step 3. Return the completed form with your proof of purchase for validation. Should no valid proof of purchase be available, we will issue a 12 month warranty from the date of distribution to the salon.
Step 4. Once your purchase has been validated, we will dispatch a courier to collect your iron for evaluation at our cost.
Step 5. Please ensure that your product is wrapped securely in suitable packaging. Important, do not include the original packaging as it will not be returned to you.
Step 6. Once we have evaluated your product and approved or declined a replacement or repair we will then provide you with options in line with the consumer protection act.
Step 7. Should we approve your replacement or repair, your replacement product should reach you within 10 to 15 working days from the day it was collected from you.
*An additional 3-5 working days may be required for clients residing in outlaying areas.
Should your styler not be covered by the warranty, either by falling outside of the period or as a result of a fault not due to a manufacturing defect, you will be given the option to trade in your styler for a new one for which we will cover the courier costs back to you. Should you opt for the repair, courier and repair costs will be applicable. The timeline in this case is 10 to 15 working days, with an additional 3-5 working days in outlying areas, provided the decision to repair or trade in does not cause any further delays.