Who you are buying from
Barette is a marketplace. Products are sold by independent partner stores and services are provided by independent specialists and salons — Barette runs the platform they meet you on. The store or specialist is the seller, so they set delivery, returns and cancellation terms within the rules below, and they are who a refund comes from.
Orders are currently settled cash on delivery or arranged directly with the store. Barette does not process card payments and never holds your money, which is why a refund is agreed with the seller rather than issued by us.
Cancelling an order
- Before the store confirms it — cancel from the order screen in the app; nothing is owed.
- After it is confirmed but before dispatch — cancel from the order screen. The store may charge for work already done on a made-to-order item.
- After dispatch — you can refuse the delivery. For a paid order, that becomes a return.
- By the store — a store can cancel if an item is out of stock or the delivery address is unreachable. You are told in the app, and anything paid comes back in full.
Returns and refunds
Tell the store within 7 days of delivery, through the order screen, if an item is:
- damaged or faulty,
- not what was ordered,
- materially different from its listing, or
- past its expiry date on arrival.
Send a photo with the report — it is usually enough to settle the matter without a return trip. Where a return is agreed, the store covers the return cost for a faulty or wrong item, and the refund is issued once the item is back with them, normally within 14 days.
Changed your mind about an unopened, unused item in its original packaging? Ask the store within 7 days. Accepting that is at their discretion, and they may deduct the delivery cost.
What cannot be returned
- Opened cosmetics, hair care or any product sealed for hygiene reasons, unless it is faulty.
- Made-to-order or custom-mixed products.
- Services already provided.
None of this affects your statutory rights: an item that is not of satisfactory quality, not fit for purpose or not as described can be returned whatever the seller's own policy says.
Cancelling a booking
- More than 24 hours ahead — cancel free from the booking screen.
- Inside 24 hours — the specialist may charge a late-cancellation fee, which is shown before you confirm the booking.
- No-show — the specialist may charge their published fee, and repeated no-shows can cost you the ability to book.
- Cancelled by the specialist — you are notified in the app and owe nothing. Anything already paid is refunded in full.
- On-site bookings — the specialist travels to you, so a late cancellation may include their travel cost.
If a store or specialist will not help
Raise it with them first through the order or booking screen — most problems end there. If a seller does not respond within 3 working days, or refuses something this policy entitles you to, write to support@barette-ai-app.com with the order or booking reference.
We will look at the record on both sides and mediate. We cannot force a seller to refund you, but we can — and do — suspend or remove stores and specialists who leave customers stranded.
Purchases made through Google Play
The Barette app is free to download and has no in-app purchases today. If a future version sells anything through Google Play billing, that purchase is governed by Google Play's own refund policy, and a refund is requested from Google Play rather than from us. We will still help you with it — write to support@barette-ai-app.com.
Contact us about this policy
Write to privacy@barette-ai-app.com for anything on this page, or use the contact form. Postal mail reaches us at Barette AI LLC, 3320 Treble Ct, Charlotte, NC 28262-2058, United States.
We answer every message from a person, not a template, and we aim to do it within two working days.