CUSTOMER SERVICE

  • International Orders

    Macadamia Professional products are sold and shipped from the United States. Please note that purchasing products from another country can mean that your national Customs authorities may charge you Customs Duty and/or other additional related taxes (for example a Value Added Tax or a Purchase Tax). YOU, as the importer, are responsible for paying any such taxes. We have no control over what taxes you may be charged by your own national tax authorities. We are not responsible for compensating you for payment of any such taxes. If you do not know how much (if any) import tax you might have to pay, please check with your local tax authorities BEFORE entering into a contract to purchase.

    Some countries prohibit or restrict the importation of some types of goods. You may need a general or special license and/or other documents to import goods, particularly in larger or commercial quantities. It is your responsibility to check with your national Customs authorities whether the goods you intend to import are subject to any such restrictions. If your goods are retained or confiscated by your own national Customs authorities for any reason, it is your responsibility alone to negotiate with them the terms on which such goods might be released to you. If your goods are undeliverable for any reason and are returned to us, we reserve the right to reclaim from you any associated costs which may be charged back to us.

    On any Customs forms, we declare the full purchase price as the value of the goods. We do not under declare values, or mark goods as a "gift".

  • Returns And Exchanges

    An exchange of product will only be accepted with a Macadamia Professional approved Exchange Authorization (EA) Number. To obtain an EA Number, please contact our Customer Service Department and fill out the Exchange Authorization Form (EAF).

    1. Enclose a copy of your completed EAF along with the unused portion of the product and place it inside your package.
    2. Pack the items carefully to avoid damage in transit.
    3. Please address your package to:

    Macadamia Professional
    Customer Service/ EA#________
    5850 Granite Parkway, Suite 370
    Plano, TX 75024

    Please Note: Only products purchased from our Macadamia Professional website may be exchanged. All exchanges must be approved by a Macadamia Professional Customer Service Representative and accompanied with a Macadamia Professional Exchange Authorization Form that will serve as your packing slip. All exchanges will be subject to a fifteen percent (15%) shipping and handling fee.

    For your protection and to ensure prompt delivery, we recommend that you send the exchange via an insured method which can be tracked in the case of loss (i.e. UPS or insured Parcel Post).

    Shipping fees are non-refundable. In the case of damaged items, please contact us immediately for assistance. Additional information can be found below in the section “Damaged Items”. If you have any questions about exchanges, please contact our Customer Service Department at 1-800-807-3950.

  • Damaged Items

    When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear; however, if damage occurred to the item(s) in your shipment, please contact us immediately at 1-800-807-3950.

    Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

  • Macadamia Anti-Diversion Policy

    With the popularity and demand for Macadamia Professional products skyrocketing, it is unfortunate but only natural that the issue of product diversion has begun to rear its ugly head.


    Macadamia Professional is aware of this issue and would like to make it very clear that we are strongly committed to the fight against diversion and the steadfast support of our professional salon industry.


    We have been, and continue to enact, countermeasures, such as our recently implemented identification number tracking system (dubbed MacID), to pinpoint the sources of this growing scourge. At the same time, we can really benefit from your help as well. Here are a few ways that our supporters and fans can aid us in our efforts to fight against diversion:


    1) Avoid purchasing any Macadamia Professional products from unauthorized retailers. Unauthorized retailers may include but are not limited to: drugstores, grocery stores, auction websites, discount outlets, or any other retailer that is not an authorized salon or professional beauty establishment.

    2) If you notice Macadamia Professional products being sold at one of these unauthorized retail locations, or believe you may have purchased diverted or counterfeit products, please contact us at the following dedicated email address: fightdiversion@macadamiahair.com. The information you provide will remain strictly confidential and will aid us in our ongoing attempts to discover and cut off the diversion sources.


    \

    As has always been our policy, Macadamia Professional products are only guaranteed when purchased from authorized professional salons and professional beauty retailers. Please be aware that diverted products may be diluted, expired, counterfeit or otherwise compromised and may not be effective or even safe to use.

    We thank you for your support, appreciate any help you might provide, and promise to continue to focus our energy not only on conquering this latest concern but, more importantly, on what brought us this amazing blessing of success to begin with: providing you with the highest quality and most effective solutions to your hair care needs.

    Sincerely,

    The Macadamia Team

  • Privacy Policy

    We regard your privacy as very important and any personal information and data which you provide to us will be dealt with in accordance with the Privacy Policy described here.

    As a data controller, we will take all the necessary steps to comply with the Data Protection Act 1998 and its relevant subordinate legislation when handling any personal data which you may provide to us. This includes ensuring that data is fairly and lawfully processed; processed for limited purposes; adequate, relevant and not excessive; accurate; not kept longer than necessary; processed in accordance with your rights; and secure.

    We may collect personal data from you such as your name, email address, postal address, credit card and expiration date and telephone number when you respond to requests to submit personal information about yourself in order to obtain products and services which we may be offering. In the event that you no longer wish to receive the products or services for which you have submitted the information, you can at any time send an email to info@macadamiahair.com in order for your details to be removed from the database.

    We will use the personal information and data supplied by you for demographic, regional and market research purposes, and to send you details about information regarding Macadamia Professional products, services, offerings, news etc.

    Macadamia Professional will only supply data which personally identifies you to a third party or organization in the following circumstances:

    That third party or organization is a part of or subsidiary of Macadamia Professional. We need to share or send information to third parties or organizations who work with us or on our behalf to provide a product or service to you which you have requested. Such persons or organizations may only use this information in order to provide the requested product or service and not for any other purpose. We need to share or send the information to third parties or organizations who work with us or on our behalf in regards to the marketing of Macadamia Professional products and services.

    We are required to forward the information or data in order to comply with any regulatory or legal process. There is a sale and/or transfer of all or any part of our business.

    Other than in the circumstances stated above, third parties will not have access to your personally identifiable data.

    We reserve the right to make changes to these policies at any time without notice and it is your responsibility to revisit this page from time to time to re-read this policy. Any revised terms shall take effect as of the date of posting.

    Use of Non-Personally-Identifying Information

    We analyze Non-Personally-Identifying Information gathered from you to help us better understand how this Site is being used. By identifying patterns and trends in usage, we are able to better design this Site to improve your experiences, both in terms of content and ease of use. We link information gathered using Web Cookies and Web Beacons to Personally-Identifying Information.

    Web Browsers

    Like most site operators, we gather from you Non-Personally-Identifying Information of the sort that web browsers, depending on their settings, may make available. That information includes your Internet Protocol (“IP”) address, operating system and browser type, and the locations of the web pages that you view right before arriving at, while navigating and immediately after leaving this Site.

    Web Cookies

    A “Web Cookie” is a string of information that a site stores on your computer, and that your browser provides to this Site each time you submit a query to this site. We use Web Cookies to track the pages that you visit during each Site session, both to help us improve your experiences with this Site and to help us understand how this Site is being used.

    Google Interest Based Advertising Program

    In order to enhance your experience when you visit our website, we participate in the Google Interest-based Advertising Program (the “Program”) to insure that the advertisements on our website correspond to your interests. We do this by working with Google and other Program participants who, like us, place ads on our website and those of other Program Participants. We then share the information we collect using cookies placed in your browser in order to provide you with targeted advertising when you visit our websites. You may opt out of Google’s use of cookies by visiting the Google Advertising Opt Out Page: http://www.google.com/privacy_ads.html.

    Surveys

    From time to time, we may also ask you to participate in surveys designed to help us improve this Site. Any Personally-Identifying Information provided to us in connection with a survey will be used only in relation to that survey, and will be disclosed to third parties not bound by this Privacy Policy only in non-personally-identifying, aggregated form.

  • Terms & Conditions

    Processing, Shipping,& Tax

    I - Processing

    Once your order has been placed, please allow 1-2 regular business days for processing.

    II - Shipping

    An e-mail notification will be sent to the e-mail address provided at the time of check out. The e-mail notification will include your tracking information and parcel provider. Please note: we do not ship to third parties, P.O. Boxes, &/or APO/FPO addresses.

    III - Tax: Consumer

    All California orders will be charged California State Tax.

    Exception: Salon Professionals with Valid Tax - Resale Identification Number.

    Pricing

    All prices and charges on this website are shown in U.S. Dollars unless otherwise noted. Prices exclude delivery charges, which, if applicable, are described on the Order Confirmation screen. We are not responsible for any other importation taxes, sales taxes or charges that may be levied at the delivery destination.

    In the event there is an error in pricing or an unintentional misrepresentation of a product you have ordered we will inform you of the issue as soon as possible and confirm with you whether you wish to proceed with the order with the corrected information or you wish to cancel your order. If we are unable to make contact you for any reason, your order will be deemed cancelled. Any monies paid in respect of cancelled orders shall be refunded in full within thirty (30) days of cancellation.

    Where product prices are reduced as part of a sales promotion, such prices are valid for the specified period of the sales promotion only and will only apply to orders accepted within such period.

    We reserve the right to adjust product prices, offers, products and specifications of products available via this website at our discretion at any time prior to acceptance of your order.

    Payment

    Payment for products ordered will be debited from your account when your order is placed.

    The total cost of your order is the price of the products, plus card processing and delivery charges as set out in the Order Confirmation screen.

    You confirm that the credit or debit card that is being used for the purchase of products via this website is yours. All credit or debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your card refuses to authorize payment for any reason we will not accept your order and we will not be liable for any delay or non-delivery as a consequence. We are not obliged to inform you of the reason for the refusal.

    We shall not be responsible in the event your card issuer and/or bank charges you as a result of our processing your credit or debit card payment in accordance with your order.

    Acceptance of your order and the formation of a contract between us will take place when payment of the cost of the products ordered has been authorized by your credit or debit card issuer and we have emailed you with confirmation of your order.

    Products are subject to availability. If, for any reason after acceptance of your order, we are unable to supply you with the products ordered within the predicted delivery period, we will inform you of this as soon as possible whereupon you will be given the option to cancel your order for a full refund.

    Copyright & Trademarks

    All designs, copy, graphics, photography etc. and the selection or arrangement of them are the copyright or database rights of Macadamia Professional and/or are utilized by us under appropriate licenses.

    All trademarks, brand names and business names or logos contained in this website are proprietary to Macadamia Professional and/or are utilized under appropriate licenses.

    Disclaimer

    This website may from time to time include information, opinions and/or advice relating to hair care products, providers, and hair care in general. The information and/or advice contained and/or the opinions expressed on this website are provided for general information purposes only and are not intended to be comprehensive, nor specific professional advice.

    Furthermore, any information and/or advice provided is for guidance only. It is not intended to replace professional advice on any skin, hair or medical condition and is not intended to be a replacement for medical consultation and/or diagnosis. We do not accept any responsibility and/or liability for the implementation of any advice provided.

    Whilst we endeavor to ensure that the content of our website is accurate and up-to-date, we do not make any representations nor give any warranties of any kind (express or implied) with respect to the contents or operation of this website, and any such representations and warranties are expressly excluded.

    We do not warrant that use of this website and/or any downloads and/or any wallpapers and/or screensavers downloaded from this website will be uninterrupted and error free. If we discover any typographical, clerical or other error or omission in any page posted on this website then such error shall be subject (as soon as practicable) to correction or deletion (as appropriate) without any liability on our part.

    Where you are provided with a password for use of this website, this is provided on a confidential basis and must not be used by and/or disclosed or provided to any third party.

    Macadamia Professional shall not be obliged to enforce these Terms and Conditions against any third party nor take any action against any third party for breach of these Terms and Conditions. Furthermore, Macadamia Professional shall have no liability to you for any breach of these Terms and Conditions by any third party.

    We reserve the right to make changes to this website and these Terms and Conditions at any time without notice and it is your responsibility to revisit this page from time to time to re-read this notice. Any revised terms shall take effect as at the date of its posting on this website.

    The content of this website, any dispute arising out of this website, and your relationship with us are governed by US law and shall be subject to the exclusive jurisdiction of the US Courts.