Topic of the Week:  Who owns the hair

We get this question from both Klix certified stylists and some of your clients:  “Who ‘owns’ the hair that has been purchased for their service”?  Our Diversion Policy answers that question below and on the back of every package of Klix:In order to protect its brand image, Klix certified stylists, and the consuming public, Klix Hair, Inc., only sells its patent-protected products to Klix certified stylists (other than its educational products).All products that you purchase or receive from Klix Hair, Inc., are only for your use in your capacity as a klixTENSIONIST and may not be resold, gifted or transferred to any stylist, person or entity not certified by Klix Hair, Inc. without written consent from the Company.  To help clear up any confusion with the legalities in the Diversion Policy:

• We are only selling our products to you, a Klix certified stylist – even if you use your clients credit card to pay for it, which won’t be allowed as of May 15, 2016.
• You are not allowed to give whatever hair is leftover to anyone, especially your client.
• If there is any hair leftover you should keep it in your possession.

Besides the terms of our Diversion Policy, you should never give leftover hair to your client.  Why risk them taking it to another stylist?  You could be losing business, but more importantly for the brand, the client could take it to another stylist who isn’t certified by Klix and could damage the client’s hair and our brand image, which in turn hurts all of our businesses.  Also, by not telling the client the cost of the hair and using your own credit card to purchase the hair, the client will never question who “owns” any leftover hair and you’ll never have to have that conversation with your client.  We can understand how a client that has paid for the cost of the hair on their own credit card would feel as if they “owned” the hair and would expect to be given any of the left over panels.  The best business practice is to only charge your clients for the hair that you use for their service.  Anything left over panels should go into your inventory to use as needed.

Klix has always suggested that you take a non-refundable deposit from your client when you book their extension appointment.  We suggest that the deposit amount is at least the cost of the hair plus your shipping charges.  Some stylists require a deposit of 50% of the entire service (hair and shipping costs included).  That way if your client cancels their service you are personally not out the cost of the hair and shipping.  We also don’t recommend telling your client what the cost of the hair is.  You should quote them a cost for the entire service (everything included).  We don’t publish our price lists to the public.  Why would you want your clients to know how much you make on the service?

The first two items in our return policy states:

• Klix does not issue refunds; cash or credit card.
• Klix will gladly exchange any unused package or product (purchased at full price) within 30 days with the following conditions:

a) In the event of an exchange, you will be responsible for both the inbound and outbound shipping costs (unless the exchange is a result of an error by us).

b) We will ship the new package upon receipt of your return. At your request we will ship the replacement package

We understand that occasionally a client will change their mind.  If you need to return a package of unused hair within our policy rules, we will gladly take it back and either credit your account for the cost of the hair or exchange it for a different color/texture.

We hope that we have laid out some good business practices for you to use and the reasons behind them.  We also trust that you can understand after our explanation the reason that we can no longer accept your client’s credit cards going forward.  Having no relationship or client contact information leaves us absolutely no recourse should a charge be disputed.  We often use the following analogy when a client contacts us with a concern and we explain to them that they need to discuss the issue with their stylist and that their stylist will contact us if need be.

If you purchased a designer blouse from a store and the buttons fell off, you would take the blouse back to the store – not take it to the designer.

We don’t want to get in the middle of an issue between you and your client, and we try to avoid it at all costs.  We aren’t there during any of your discussions and we can’t see your client.  If a client contacts us we try to be understanding and neutral and refer them back to you.  If they are persistent we will ask for the stylists name and contact you directly to let you know that your client is having an issue that needs to be addressed.  We understand that we may not be getting the full story and we know that you as a stylist do everything that you can to keep your clients happy and coming back.

Klix Hair, Inc. Credit Card Policy as of May 15, 2016.  

As of May 15, 2016 we will only accept your own personal or salon company credit cards.   Klix Hair, Inc. can no longer accept credit cards from your clients. As you know, Klix only sells its products to Klix Certified stylists.  You as such, are our customer and the client is your customer.  The reason that we have to change our policy is that occasionally a client (your customer) will claim a dispute with their credit card company which pulls the funds.  Because we have no relationship or contact with your client, or knowledge of their issues with either the service or our product, it leaves us in an unfavorable position which we can no longer take part in.