1. The short version
If you’re not happy with a cut, shave or treatment from Northcliff Barbers, we will fix it first, and if we can’t fix it we will refund it. There is no “we don’t do refunds” sticker at our tills. The detail below is just the boring version of that promise.
2. Tell us in the chair if you can
The cleanest moment to fix anything is before the cape comes off. We do a full mirror walk-around at the end of every chair time precisely so you can flag anything that’s not what you wanted. Speak up — there’s nothing impolite about asking for a tighter taper, a softer line or a quicker reset. Adjustments inside the chair are free.
3. The seven-day fix-it window
If you walked out happy but realised in the next few days that something wasn’t right, return to any of our 14 branches within seven days of the original visit. The same barber, or a senior barber from the same branch, will adjust the cut, line, beard or treatment at no charge. Bring the original receipt or pay-by-app reference if you have it; we can usually find the record either way.
4. When a refund applies
If the adjustment isn’t physically possible — for example, a length we’ve cut off cannot be added back — we will refund the full service price to the original payment method. Refunds reach you within:
- Cash — immediately, at the till.
- Debit / credit card — typically 3–7 business days, depending on your issuer.
- GrabPay, TNG eWallet, DuitNow QR — within 1–3 business days.
5. Product purchases
For any styling product, beard oil or grooming kit bought at the till: unopened items can be returned for a full refund within 14 days with the receipt. Opened items can’t be returned for hygiene reasons, but if a product is faulty (e.g. broken pump, contaminated batch) we’ll replace or refund regardless of opening — bring it back to any branch.
6. Gift cards & vouchers
Northcliff gift cards are non-refundable for cash but can be exchanged for an alternative service of equal value. Lost cards cannot be replaced unless registered to a name and email at purchase — we recommend doing this at the till.
7. What this policy doesn’t cover
- Changes of mind based on something other than the service quality (e.g. a partner’s opinion).
- Hair changes occurring weeks after a cut due to growth, weather or styling at home.
- Skin reactions to products you have used at home after a treatment.
8. How to start a refund
Walk into any branch and speak to the senior barber on duty, or email [email protected] with the date and approximate time of your visit. We do not ask you to fill out forms, post anything back, or jump through hoops.
9. Statutory rights
This policy is offered in addition to your rights under the Consumer Protection Act 1999 (Malaysia). Nothing in it limits those rights.