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Exchanges, Adjustments, and Returns Policy

Last updated: August 2026

1. General Information

At Vera Organic Salon, we strive to provide a professional, personalized, and responsible experience with every service. This policy sets forth the terms and conditions applicable to changes, adjustments, complaints, advance payments, and refunds related to our salon services, packages, products, and reservations.

By booking an appointment, purchasing a service, buying a package, or making a payment to Vera Organic Salon, you agree to the terms described in this policy.

  • Trade Name: Vera Organic Salon
  • Location: San Pedro Sula, Cortés, Honduras
  • Primary Customer Service Channel: WhatsApp
  • Contact Email: organicsalon@valleyproduct.com

2. Scope of this policy

This policy applies to:

  • Perm Services.
  • Hydration and definition.
  • Specialized court.
  • Hair treatments.
  • Nail services.
  • Facial care.
  • Maintenance packages.
  • Deposits for reservations.
  • Products purchased directly at the salon, if applicable.

This does not apply to products purchased from the Vera Organics Products online store, unless the purchase was made directly at Vera Organic Salon.

3. Personalized Services

Beauty services are personalized and tailored to each client's individual needs.

Results may vary depending on:

  • Initial condition of the hair, curls, nails, skin, or scalp.
  • History of chemical treatments, hair dyes, bleaching, keratin treatments, or straightening treatments.
  • Hair porosity, density, and texture.
  • At-home skincare routine.
  • Products used after the service.
  • Follow-up maintenance.
  • Habits related to washing, drying, styling, or handling.

For this reason, Vera Organic Salon does not guarantee identical results among clients or permanent results when they depend on aftercare.

4. Policy on Adjustments or Retouches

If a client has a reasonable complaint about a service provided, she must contact Vera Organic Salon within 48 hours of the appointment.

The team will review the case and may request:

  • Photos of the result.
  • Description of the complaint.
  • Information about products used after service.
  • Confirmation of whether the hair, nails, or skin were touched after leaving the salon.

If applicable, Vera Organic Salon may offer one of the following solutions:

  • Service Adjustment.
  • Partial retouching.
  • In-person review.
  • Maintenance Recommendation.
  • Internal credit, subject to a case-by-case evaluation.

Any adjustment will be subject to the team's review and the nature of the service performed.

5. Cases in Which Free Adjustments Do Not Apply

We will not provide free adjustments, alterations, or refunds when:

  • The customer does not report the complaint within the specified time frame.
  • The result may have been affected by external factors.
  • The client has washed, dyed, bleached, straightened, cut, or otherwise treated her hair after the service.
  • The nails have been knocked off, removed, or tampered with by the client.
  • The aftercare recommendations were not followed.
  • The client may have omitted relevant information regarding previous chemical treatments, allergies, sensitivities, or special conditions.
  • The expected result may not be consistent with the initial condition of the hair, nails, or skin.
  • The customer requests a change in style, shape, color, or technique that differs from what was initially agreed upon.

6. Curling Services

Curling, deep conditioning, styling, and specialized haircuts are performed based on a hair assessment, professional techniques, and the condition of the hair.

The following are not considered automatic grounds for a refund:

  • The curls lose their definition after a few days.
  • The result may change after washing at home.
  • Hair reacts differently depending on the weather, humidity, or external products.
  • The client is unable to replicate the same finish at home.
  • It may take more than one session for the hair to recover.

When hair is damaged, dry, severely frizzy, undergoing a chemical transition, or has a history of straightening treatments, it may require several sessions to gradually improve.

7. Nail Services

For nail services, the client must report any chipping, lifting, or dissatisfaction within the first 48 hours following the service.

Vera Organic Salon will determine whether an adjustment is warranted based on the type of service provided.

Free adjustments do not apply when:

  • The fingernail was struck, torn off, or tampered with.
  • The customer picked up the product on her own.
  • Chemicals, tools, or external products were used.
  • The nail lifting is caused by the nail's natural growth.
  • The customer did not follow the care instructions.
  • The client has undiagnosed pre-existing conditions affecting her nails or skin.

8. Hair Treatments

Hair treatments are recommended based on a diagnosis and the condition of the hair. Some results are gradual and may require more than one session.

A definitive or permanent result is not guaranteed when the hair exhibits:

  • Damage caused by discoloration.
  • Cumulative chemical damage.
  • Previous straightening treatments or keratin treatments.
  • High porosity.
  • Severe dryness.
  • Fracture or compromised elasticity.

Vera Organic Salon may recommend additional treatments, maintenance, or changes to your at-home hair care routine.

9. Refunds for Services

Due to the personalized and immediate nature of beauty services, Vera Organic Salon does not automatically issue refunds for services that have already been provided.

Each application will be reviewed on a case-by-case basis.

If Vera Organic Salon determines that there was a service-related issue, it may offer:

  • Service Adjustment.
  • Partial retouching.
  • Internal credit.
  • Rescheduling.
  • Solution agreed upon with the client.

Refunds will be considered only in exceptional cases and following an internal review.

10. Advance Payments and Reservations

For certain high-demand services, packages, or appointments, Vera Organic Salon may request a deposit to reserve the time slot. The deposit confirms that the time slot has been reserved in the schedule.

Rescheduling

The customer may request a rescheduling at least 24 hours in advance, subject to availability.

Cancellations

If the customer cancels with sufficient advance notice, the deposit may be applied to a new date or held as store credit, depending on a case-by-case evaluation.

Absence without notice

If the client does not show up for the appointment and does not give advance notice, the deposit may be forfeited, since the slot was reserved and could not be assigned to another client.

11. Maintenance Packages and Plans

Maintenance packages or plans have specific terms of use, validity periods, and included services.

The packages:

  • They are not transferable to another person unless authorized by Vera Organic Salon.
  • They are not redeemable for cash.
  • They must be used within the time period specified at the time of purchase.
  • They do not include any additional services not specified.
  • Advance reservations may be required, depending on availability.

If the client does not use the sessions within the agreed-upon period, Vera Organic Salon may consider granting an exceptional extension, but will not be obligated to issue a refund.

12. Products purchased at the salon

If Vera Organic Salon sells physical products directly at the salon, exchanges or returns will be subject to the following conditions:

Changes will be accepted only when:

  • The product has a manufacturing defect.
  • The product must not have been opened, used, altered, or tampered with.
  • Please present proof of purchase.
  • The claim must be filed within the applicable time limit under current regulations.

We do not accept exchanges or returns for:

  • Opened or used products.
  • Adverse reactions not previously reported, unless otherwise determined on a case-by-case basis.
  • Change of heart.
  • Improper use of the product.
  • Products damaged due to mishandling, exposure to heat or moisture, or improper storage after purchase.

When applicable, Vera Organic Salon will evaluate the exchange for an identical product, an equivalent product, store credit, or a refund, as appropriate.

13. Cosmetics, Hygiene, and Safety

For health and safety reasons, cosmetics, hair care products, facial care products, or nail care products that have been opened, used, or tampered with may not be returned, unless there is a verifiable manufacturing defect.

This measure protects the health of our customers and the integrity of our products.

14. Promotions and Discounts

Services purchased as part of a promotion, discount, or special offer are subject to the specific terms and conditions indicated at the time of purchase or reservation.

Special offers:

  • They cannot be combined, unless otherwise specified.
  • They are not redeemable for cash.
  • They may have an expiration date.
  • They may apply only to certain services, hours, or available staff.

15. Procedure for Requesting an Adjustment, Change, or Filing a Complaint

To request a case review, the client must contact us via WhatsApp or email and provide the following information:

  • Full name.
  • Date of the appointment or purchase.
  • Service or product purchased.
  • A clear description of the situation.
  • Photographs, if applicable.
  • Proof of payment or reservation, if applicable.

Vera Organic Salon will review the request and respond through official channels.

16. Response Time

Vera Organic Salon will endeavor to respond to requests for adjustments, changes, or complaints within a reasonable time frame during business hours.

Cases that require an in-person evaluation, technical review, or internal validation may take longer.

17. Cases of Force Majeure

Vera Organic Salon may reschedule appointments, change hours, or temporarily suspend services due to circumstances beyond its control, including power outages, emergencies, staff illness, weather conditions, technical issues, government restrictions, or any force majeure event.

In these cases, we will try to offer the customer a new date or a reasonable alternative.

18. Contact Information for Complaints or Requests

For requests regarding adjustments, changes, complaints, or returns, you can contact us via:

19. Updates to This Policy

Vera Organic Salon may update this policy as necessary due to operational, business, or legal changes.

The current version will be the one published on this website.