Refund policy
In-Shop Returns and Exchanges
Tommy Gun’s “NO HASSLE” Product Promise
At Tommy Gun’s we want every experience to be a positive one, so we’ve developed our NO HASSLE Guest Satisfaction policy to make your life easier.
CHANGED YOUR MIND?
We can help. If you’ve purchased a retail product from us and you’ve changed your mind, simply return it to us within 14 days of purchase and we’ll exchange it for another product, regardless of whether or not it’s been used. This covers all haircare, shave and skincare liquids, but unfortunately doesn’t extend to any personal care items such as razors, clippers, trimmers or shave brushes. Returns for purchases made online will not be accepted at Tommy Gun's Barbershop locations.
PRODUCT NOT PERFORMING?
You’ve got options. Purchased a product and it isn’t performing as promised? Return it along with some form of proof of purchase within 14 days and we will find a more suitable alternative or provide you with a Shop credit. It’s your call.
HAD A BREAK DOWN?
All electrical items such as clippers and trimmers are covered by a full manufacturer warranty, typically between 12 months and 2 years. Sometimes things go wrong, so if you have a faulty product, bring it in and if it’s still unclear warranty we will either replace it or exchange it.
TOMMY GUN’S SERVICE GUARANTEE
We want you to be happy with your style, so we guarantee every service we perform, whether it’s a cut, shave, colour or treatment. If you’re not happy, let us know within 3 days of having your service performed and we will correct the service free of charge, with a Barber of your choice.
SPECIAL NOTE
Please confirm with your specific Tommy Guns Barbershop their Exchange Policy as it may have changed due to Covid-19 Regulations.
Online Returns and Exchanges
We offer a 14-day return policy for all Canadian online orders from the date your order is delivered.
To be eligible for a return, your item must be lightly used and in its original packaging. You’ll also need your order # or proof of purchase.
To start a return, simply contact customer service at online@tommyguns.com with your order number and reason for return. Only approved returns will be accepted, anything shipped back without first contacting customer service will not be accepted. You will receive the address to which the order can be shipped once the return has been approved. Return shipping is not covered by Tommy Gun's and must be paid for by the customer. Returns are only eligible if initiated within 14-days from delivery. The original order number must be included within the returned shipment. Online orders must be returned online and cannot be returned to our shop locations. Similarly, purchases made in our shops cannot be returned online.
Returns on orders within the United States are not covered by Tommy Gun's Original Barbershop. All shipping fees and duties must be paid by the customer. If a return is received and duties are incurred, the full amount of the duties will be deducted from the refund amount. If the cost of the duties incurred surpasses the value of the order, no refund will be issued. To start a return, simply contact customer service with your order number and reason for return. Returns are only eligible if initiated within 14-days from delivery. The original order number must be included within the returned shipment. Purchases made online can not be returned at Tommy Gun's Barbershop locations. Only approved returns will be accepted, anything shipped back without first contacting customer service will not be accepted. You will receive the address to which the order can be shipped once the return has been approved.
Discounts cannot be combined with other offers or discounts and cannot be applied to past purchases. We do not offer rainchecks on out-of-stock products. Free gift with purchase is subject to one per order if criteria are met. We reserve the right to update orders without notice.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. If this is the case, please reach out to us as soon as possible so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale, final-sale, clearance items or gift cards. A product/item is considered on sale if it has been marked down or a promotional offer has been used on the order containing that product/item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Return to Sender
If a Canadian order is shipped to the address provided at checkout and is not deliverable due to incomplete address, or is not picked up by the customer as indicated by the tracking number within the designated number of days as outlined by the courier, the order will be returned to Sender. In this case, the order will be refunded minus any shipping fees paid once it has been received back at our warehouse. If no shipping fees were paid, a set amount of $9.95CAD will be deducted from the refund to cover the additional shipping fees incurred. If the customer wishes to have the package re-shipped, an additional fee of $9.95CAD must be paid by the customer.
If a United States order is shipped to the address provided at checkout and is not deliverable due to incomplete address, or is not picked up by the customer as indicated by the tracking number within the designated number of days as outlined by the courier, the order will be returned to Sender. In this case, the order will be refunded minus any shipping fees paid once it has been received back at our warehouse. If no shipping fees were paid, a set amount of $9.95USD will be deducted from the refund to cover the additional shipping fees incurred. If any duties were incurred, the total amount of said duties will be deducted from the refund. If the shipping and duties are more than the order value then no refund will be issued. US orders that are returned to Sender will not be re-shipped.
Refunds
Only returns that have been approved by our customer service team will be eligible for refund. Items sent back without approval will not be refunded nor shipped back to the customer. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Customers can choose to add Shipping Insurance to protect their order against damage, loss, or theft during transit. Once purchased, Shipping Insurance is non-refundable. Original shipping costs will not be refunded. We do not offer rain checks on out-of-stock products or on purchases made outside of a promotional period. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancelled Orders
We reserve the right to cancel orders at any time without cause. Orders that are unable to be verified after contacting the customer will be canceled after 5 business days. Customers will receive notification via email of any order changes or cancellations.