Return & Refund Policy

1. The unhappy haircut

If you sat in our chair and the result isn't what you asked for, please tell us at the chair, or before you leave the studio. Same-day fixes are easier and the work tends to be better when the cut is still fresh.

• Within 30 minutes of leaving. Come back in, no questions asked, and a senior barber will adjust the cut at no charge. If we missed the brief, we'll fix the brief.
• Within 7 days. A complimentary corrective visit, scheduled with whichever senior is free. Bring the original receipt and a photo of how it looked when you got home if possible.
• After 7 days. Most hair has grown enough by this point to make a "corrective" cut indistinguishable from a refresh. We'll offer a half-price refresh; full refunds aren't on the table this far out.

If, after a corrective visit, you're still unhappy with the service we delivered, you can write to [email protected] and ask for the service charge to be refunded in full. We'll review within five working days. Of about 30,000 visits in the last two years, we've had to do this seven times — so it's rare, but real.

2. Retail products

Unopened, in original packaging, with the receipt — refundable or exchangeable for 14 days from purchase. Opened balms, oils and pomades cannot be returned for hygiene reasons, unless the product itself is defective (separation, foreign material, scent shift). In that case, bring the product and receipt and we'll refund or replace.

Refunds for retail purchases go back to the original payment method within 7 working days. We can't refund retail purchases to a different card, account or person.

3. Gift vouchers

Vouchers are valid for 12 months from issue. Unused vouchers can be refunded to the purchaser (not the recipient) within 30 days of purchase, on production of the original receipt. After that window, vouchers are non-refundable but transferable — you can pass them on to a friend.

Partially used vouchers retain a remaining balance for the validity period. If the unused balance is below RM 10 when the voucher expires, it's forfeited; above that, write to us and we'll arrange a one-off extension or refund to the original payer.

4. Cancelled visits

We're walk-in only, so there's nothing to cancel on your side. If we have to close unexpectedly (for example, an emergency or a public-holiday closure), and you'd already travelled to find a closed door, send us a photo of your transport receipt or e-hailing record (Grab, MyCar) and we'll either refund that journey up to RM 30 or apply RM 50 of studio credit, whichever you prefer.

5. Hot-towel shave complications

For hot-towel shaves specifically: if you experience meaningful skin irritation in the 24 hours afterwards beyond the typical post-shave redness, please notify us within 72 hours. We'll refund the shave, cover the cost of a pharmacy aftercare (up to RM 80) on production of the receipt, and adjust your file so future shaves use the gentler foil-finish second pass.

6. How to ask for a refund

Either tell us at the front desk on your way out, or email [email protected] with the subject line "Refund request". Include the receipt (photo is fine), the date of visit, and a sentence on what didn't work. We aim to reply within two working days.

7. Your statutory rights

This policy is in addition to, and does not affect, your rights under Malaysian consumer protection law — principally the Consumer Protection Act 1999.

Last revised 14 March 2026.