Client Care & Policies

We strive to create a tranquil and relaxing environment for all our clients.   Our team treats every client with respect, and we ask for the same courtesy in return.
To help us maintain this atmosphere, we kindly ask that you speak softly and switch mobile phones to silent mode.

In salon we also offer various options to enhance your comfort during your visit—just let us know how we can make your time with us more enjoyable.

At Lorna Potter Hair Spa Health, we aim to deliver high-quality services and products with a focus on customer satisfaction. Our refund and Feedback policy ensures transparency and fairness.

If you are not completely satisfied with a service, please let us know before leaving the salon or contact us within 48 hours. We will work with you to resolve any issues, which may include adjustments or a complimentary follow-up service.

Refunds for services are generally not provided, as we prefer to address your concerns to ensure you leave happy with the outcome.

We encourage our clients to share any feedback or concerns with us right away. Our team is dedicated to listening, learning, and promptly addressing any issues to ensure a positive experience. If something arises after you’ve left the salon, please contact us within 48 hours at
06 370 2001 or admin@lornapotter.co.nz, and we’ll work with you to find the best solution.

For additional assistance or if you feel that your concerns haven’t been fully resolved, you are welcome to speak with a senior team member. We value your feedback and will consider it thoughtfully to continually improve our services.

We understand that life can be unpredictable, and we strive to accommodate our clients as best as we can. However, any cancellations or changes within 24 hours of your appointment will incur a fee equal to 50% of the booking. This policy allows us to provide quality service and respect the time of our team and other clients. Thank you for your understanding and cooperation.

If you’re unable to attend your scheduled appointment, please call or email us as soon as possible. By reaching out in advance, we can reschedule your appointment for a more suitable time, ensuring we continue to meet your needs and provide the best service possible. 

The well-being of our clients and team is our top priority. If you’re feeling unwell or experiencing any symptoms of illness, we kindly ask that you reschedule your appointment. This ensures a safe and comfortable environment for everyone in our salon.To reschedule, simply call or email us, and we’ll find a new time that works for you once you’re feeling better. Thank you for helping us maintain a healthy and relaxing space for all.

Payment is due at the completion of your appointment.

We accept cash, card, Afterpay, and TimelyPay for your convenience. 

For online bookings, our Timely booking system requires a card to be securely loaded at the time of reservation. This card is held purely for booking purposes, and we will never charge it without your approval. Card details are stored securely through TimelyPay and are not retained on-site by Lorna Potter Hair Spa Health. 

Please note that, in line with our cancellation and deposit policy, cancellation fees and deposits may be applied to the card on file if applicable. Thank you for your understanding and cooperation.

Some larger services require a deposit to secure the appointment. This deposit is applied toward the total cost of the service. In the event of a no-show or late cancellation, the deposit may be retained per our cancellation policy.

To ensure optimal outcomes, we require all new clients to have a complimentary consultation and perform test patches for any chemical treatments.

This initial meeting allows our Hair Stylists or Beauty Therapists to understand your needs, address any sensitivities, and customize your experience for the best possible results.

We look forward to creating a tailored service that prioritizes your comfort and satisfaction.

For treatments requiring a consultation, clients will receive a consultation form automatically sent by Timely.

This form can be conveniently completed online via computer or mobile phone.

To ensure safe and effective treatment, we ask for full disclosure of any relevant health or skin information.If you experience any connectivity issues, please contact us directly at 06 370 2001. We’re happy to assist you by going through the consultation form with you prior to your appointment.

Products purchased from our salon may be returned within 14 days if they are unused and in their original packaging.

Instead of a cash refund, we will apply a credit to your account or provide a Voucher.

If a product is defective or causes an adverse reaction, please bring it back to us for assessment. We’ll replace the product or issue a Voucher if needed.

For hygiene and safety reasons, we are unable to offer credits or exchanges on used products unless there is a verifiable defect.

Refund Policy
At Lorna Potter Hair Spa Health, we aim for your complete satisfaction with our products and services. While we do not accept returns or exchanges due to a change of mind, we are here to help if your item arrives damaged or defective.

In cases of damage or defect, we will replace the product promptly, as outlined by the Consumer Guarantees Act. To start the return process, please email us at admin@lornapotter.co.nz with your order number and photos of the damaged item. Be sure to retain the product until the return process is complete, and please do not return it to the manufacturer.

Please note: Sale items are final and cannot be returned or refunded.

Click and Collect
For Click and Collect orders over $250, valid photo ID is required at the time of collection. 

For further assistance, please contact us at admin@lornapotter.co.nz, and our team will be happy to assist.

Vouchers are available for purchase online through our website via Timely and can be emailed to you or directly to the lucky recipient. You can also purchase vouchers in person at our salon.

Our vouchers have no expiry date and can be redeemed for both services and products.

Please note that reward points cannot be used to purchase vouchers.