Product Support & Complaint Handling Procedure
We are committed to supporting salons in the safe and effective use of our products. Should any issues arise, the following procedures apply.
1. Product Usage Support & Technical Guidance
If salon staff are unsure about the correct use, application, or performance of a product, support is available through our customer service team.
Support may include:
- Technical advice on product use and application.
- Guidance on troubleshooting common issues.
- Access to product information, instructions, and educational resources.
- Information regarding available training opportunities, including in-salon, online, or virtual training where applicable.
For technical support, please contact:
Customer Service Telephone: 07702 743686
Customer Service Email: gxhairlux@gmail.com
We encourage salons to seek guidance before proceeding if they are uncertain about any aspect of a treatment or application process.
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2. Damaged, Defective or Faulty Products
Any damaged, defective, or faulty products should be reported as soon as possible after receipt or discovery.
When reporting a product issue, please provide:
- Salon name and contact details.
- Product name and batch number.
- Description of the issue.
- Photographs where appropriate.
- Proof of purchase.
Following assessment, products may be eligible for replacement, credit, or other appropriate resolution in accordance with our returns policy.
To report a damaged or faulty product, please contact:
Customer Service Telephone: [Insert Number]
Customer Service Email: [Insert Email Address]
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3. Adverse Client Reactions
In the event that a client experiences an adverse reaction following the use of a product, the salon should:
1. Discontinue use of the product immediately.
2. Ensure the client receives appropriate medical advice or treatment where necessary.
3. Record full details of the incident, including:
- Date and time of treatment.
- Products used.
- Batch numbers.
- Treatment records.
- Patch test records (where applicable).
- Photographs and details of the reaction.
4. Notify their salon insurance provider as soon as possible.
5. Contact our Product Safety Team to report the incident.
All adverse reaction reports are treated seriously and investigated in accordance with applicable product safety and regulatory requirements.
Please note that any communication relating to an adverse reaction may form part of an insurance or legal investigation. Salons should maintain accurate treatment records and follow their insurer's reporting procedures.
To report an adverse reaction, please contact:
Product Safety Telephone: [Insert Number]
Product Safety Email: [Insert Email Address]
Our team will provide guidance regarding the information required to investigate the incident and assist with any necessary reporting procedures.
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Record Keeping
We recommend that salons maintain accurate records of all treatments, consultations, patch tests, consent forms, and product batch numbers. These records can be essential when investigating product performance concerns, complaints, or adverse reactions.
For all support enquiries, product concerns, or safety-related matters, please contact our customer service team using the details provided above.