Returns and exchanges policies
Our top priority is our clientele’s complete satisfaction. Whether it is in our stores, with your sales representative or with your online purchase, any type of dissatisfaction will be taken care of and dealt with seriously. M2B’s commitment is to establish solid and lasting ties based on trust. Our guarantee is the reflection of this commitment.
RETURNS, EXCHANGES & REFUNDS
If you are not completely satisfied with your M2B purchase, we will be happy to exchange it or apply a credit to your account as soon as possible. No refund will be accepted.
For a return or exchange to be accepted, the products must be in their original packaging, unopened, in perfect conditions and with their receipt. Returns and exchanges will be accepted. within 60 days of the purchase date.
You did not receive the right product? Your product is defective? Don’t worry, we will gladly offer several solutions for you!
If you have a sales representative assigned to your client account or if one of our stores is near you, we recommend dealing directly with them for your exchange. In store exchanges are always the fastest and less expensive option for our clients. However, we understand that our stores are not accessible to all and that is why your sales representative will always be able to take care of your exchanges.
If you are unable to process your exchange in a store or with a sales representative, we invite you to contact us at 1-866-406-7765 and one of our customer service agents will gladly offer a simple exchange procedure. Our customer service agent will provide you with an authorization number and inform you of the steps to follow to send us back the product(s).
For an exchange to be accepted, the products must be in their original packaging, unopened, in perfect conditions and with their receipt. Exchanges will be accepted within 60 days of the purchase date. This applies to all exchanges, no matter the method used to return the item(s).
Once your exchange has been authorized and you have received your authorization number, you must send the product(s) back along with a copy of the original receipt and a copy of the authorization number in the return box. The product(s) must be sent back by mail within 21 days otherwise we reserve the right to refuse your exchange.
Exchanges will be processed within 10 business days of receiving the product(s).
2- Exchange of electrical hair and beauty accessories under your warranty
For information regarding the applicable warranty of your electrical accessories, please refer to the specific product page or contact the manufacturer. You can also contact a member of our customer service team at 1-866-406-7765.
We offer a one year warranty on electrical accessories to professional clients after the sales and an additional year of warranty for clients buying from a salon.
Returns and exchanges are processed the same way. Therefore, we recommend that you first contact your sales representatives or your closest store for a faster return process. If these options are not possible, we invite you to contact a member of our customer service team at 1-866-406-7765. One of our agents will gladly explain the return process. Please make sure that the product is in its original packaging and in perfect conditions. If the return is accepted, a credit will be applied to your account and a written confirmation will be sent to you via mail.
The product(s) must be sent within 21 days of receiving the authorization number for the return. Returns will be processed within 10 business days of receiving the product(s).
Please note that restocking fees may apply depending on the reason for the return. The amount will be given by your sales representation of our customer service agent when you will be given your authorization number.
DELIVERY AND RETURN FEES
If your product was damaged during transportation or if there was a mistake when preparing your order, M2B will gladly cover the cost of delivery and return. For any other reason, the delivery fees are non-refundable and are the client’s responsibility. To avoid the return fees, we invite you to go to one of our stores or to contact your sales representative for your return. For electrical accessories, you MUST have the original packaging in hand to qualify.
Returns and exchanges can be sent using the carrier of your choice. Therefore, the delivery and the fees that ensue are the client’s responsibility. We recommend using a shipping method with a tracking number. If you are sending back potentially dangerous materials (ex., oxidants or aerosol cans), please make sure to use a shipping company that accepts these types of products. We recommend using Canada Post, FEDEX or UPS.
PURCHASES MADE IN STORE OR WITH A SALES REPRESENTATIVE
Returns or exchanges of products purchased in store or with a sales representative can only be processed in store or with the sales representative. The conditions of eligibility for a return or exchange are the same as for the online purchases. Please note that the items must be returned in their original packing, in perfect conditions, with the receipt and within 60 days of the purchase date. This applies to all exchanges, no matter the method used to return the item(s).
If your product was damaged during transportation or if there was a mistake when preparing your order, please contact a member of our customer service team at 1-866-406-7765.
For fast and easy returns, please make sure to keep your receipt. This, as well as making sure that you receive the appropriate credit for your purchase, will help us quickly process your return or exchange.
For various reasons, such as hygiene, some products are final sale. The following products are non-refundable or non-exchangeable, unless the product is received damaged as mentioned above.
- - CLEARANCE ITEMS
- - GIFT WITH PURCHASE
- - CUSTOMIZED PRODUCTS OR MADE-TO-MEASURE ITEMS
- - ITEMS WITH MISSING ASSEMBLY PARTS
- - NAIL LACQUERS AND NAIL TREATMENTS
- - HAIR EXTENSIONS AND THEIR ACCESSORIES
- - SCISSORS (EXCEPT FOR THE 30 DAYS SATISFACTION WARRANTY FROM THE MANUFACTURER)
- - BRUSHES AND COMBS
- - NECK REST
- - WAX WARMER
- - HAIR MASCARA
- - JEWELRY
NOTE ON FRAUD PREVENTATION AND VERIFICATION PURPOSES
For verification purposes, we may ask you to provide us with your full name, address and telephone number when processing a return or exchange. We may also ask to see a photo ID for validation. The information is collected and used in compliance with our confidentiality policy and under the Privacy Act.