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Transparency at Henna Sooq

Posted by Henna Sooq Team on 25th Oct 2019

Transparency at Henna Sooq

Our brand has been able to be a leading company in the Natural Hair industry (specializing in henna hair coloring and Ayurvedic healthy hair care) for so many years because we support our clients above and beyond. Clients will tell you we care, are trustworthy and transparent. We love what we do and we hope that you love being a part of a brand that cares so much about you as an individual. 

We are one of the very few brands that offers so much support at absolutely no cost to you. There are live classes, articles, recipes and advice all at your fingertips. We have it all! It doesn't stop there. We also customize your hair regimen according to your hair texture, hair type and hair focus for you! On social media, our blog and right on each product's individual page you'll find an abundance of information, tips and how to's. 

In this transparency, we felt there are some key reminders we want to share with all of you. Honesty is the best policy. 

Henna Hair Color Doesn't Always Work

It's true but unfortunate that henna hair color doesn't work for everyone. Sometimes greys are so stubborn they really resist any type of coloring, not only henna. Some herbs don't cling to certain types of hair strands as good as others. The application sometimes has to be repeated several times to really build color and cover greys. Majority of the time there is success but we want to also share that it does require trial, error and patience to get it just right. We are always here to support you in your journey and can be reached by phone, online or by email.

Trial and Error

For all of our products there must be room for experimentation, trial and error. With any new product, you will try it and see if it works best for you. We don't make guarantees that it will always be the right fit for you, your hair and body. Try things out (more then once) and then decide if it's good for you or not. We are not liable for products that don't work for you as we make no guarantees.

Sensitivities and Allergies

Even though henna is a natural herb, you can still be allergic to it. We recommend that all clients, perform a patch test before use for all of our products. To test, take a little bit of wet/damp product apply to the inner arm and let it sit for 3-5 minutes. Wash off with warm water and note if there is any redness or itchiness. Do not use if you find irritation.
Please do note that over time, clients can also develop allergies or sensitivities to henna, indigo and other products. This is even a common occurrence with dairy or sugar. Our bodies over time, do change, as we age. 

Weight of Products

All of the products sold at Henna Sooq are sold by weight. We do not fill to volume. When your bottle, pouch or jar, may not seem "full", please note that it is full based by the weight we state we sell our products by. Some products and powders have different density so some may seem more full then others. For example leaf powders, are more "fluffy" whereas a fruit powder like amla, will seem like you've gotten less because it's very heavy and dense. This applies to all of our products including oils. 

Promotions and Sale Events

Every promotion, coupon and sale event will always have terms and conditions. Please do read those details in order to avoid any confusion. The product description area will also usually have sale details or the banner on the landing page of Henna Sooq. We do reserve the right to cancel and refund any orders if they don't meet the criteria of a sale events. We only allow 1 promotion, coupon or discount per order including Henna Rewards. 

Perishable Products

Any perishable products such as henna paste, jagua paste, gel, cones, hair masks and any product that requires to be kept frozen upon receipt/delivery (or that Henna Sooq deems as perishable), that comes back returned to us for any reason whatsoever, will not be replaced nor refunded. No exceptions. Please understand that if these products come back to us, when the return is not an error on our end, we absolutely cannot send a replacement nor will we refund those products as they are a loss for us as well as for the customer. Take extra diligence and care if you are ordering perishable products from us.

Packaging and Quality Control

Sometimes packaging is faulty and even seals don't always work well especially during transit or if they aren't the right match for that product. For example our foam seals for our Hair Washes and CoWashes have been giving us a very hard time and we are seeking another type of seal that will work better. We would never tamper with, break open nor send you damaged goods on purpose. We have very high levels of quality control at Henna Sooq which include gloves, hair nets, aprons and proper footwear. We sanitize work spaces daily. You are responsible for storing your products properly. We are not responsible for products not being affective if they are not stored properly. We provide all the information for storage for each product we sell including perishable products. You must read all the information we provide for best results. Your herbal powders will be good for up to 3 years with proper storage.

Delivery of Orders

All orders will take 1-2 business days to process. We are closed Saturday and Sunday. During the holidays or large sale events orders can take 3-4 business days to process due to volume. 
Products can also arrive damaged and we have requirements that must be met in order to send you a replacement such as a photo of the damages and your order number. 
All online orders including lost mail, returns, missing items, damages are all detailed in our shipping policy. When you check the box upon your checkout, do note you are agreeing to those terms. Failure to read that section does not negate your responsibility. 

First Class Shipping

Should you have chosen first class shipping do note it takes several days for it to arrive to you. Much longer then priority and express mail services with USPS. International shipping with first class can even take 6-8 weeks. Please be attentive to this when choosing the type of shipping service you'd like. 

Family Owned

We are a fast growing company but we are still a small business. We operate Henna Sooq with our family so therefore our staff is quite small. We pride ourselves in teaching our children that work with us, the ins and outs of business and being a good example for them. 
We want you to know that we work as hard and quickly as we can and we appreciate your patience and understanding when things occur that are out of our control. We do our very best to ensure you are 100% happy because we are excited to say that we have 70% repeat clients. 

We only ask for understanding in how our brand conducts business. We are a small brand not a huge corporation. Everything matters and everything counts. We appreciate the relationship, trust and your support in these small but important matters. We want to stay in business for years to come and we rely on you for that. Thank you so much!

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