Watermans Consumer Reviews Policy

Our Promise to You

At Watermans, trust matters. We have been helping millions of customers worldwide since 2012, and honest customer feedback plays a vital role in that journey.

This policy explains how reviews on watermanshair.com are collected, displayed, and moderated, in line with guidance from the Competition and Markets Authority (CMA) and UK consumer protection law.

1. Genuine Reviews From Real Customers

• All reviews displayed on watermanshair.com are submitted by real customers who have purchased Watermans products.
• Reviews are collected through our website and verified third-party platforms, including Judge.me, integrated with our Shopify store.
• We do not publish fake reviews or testimonials.
• Employees, contractors, or affiliates do not submit reviews unless this is clearly disclosed.

2. No Filtering for Positivity

We believe honest feedback builds real confidence.

• We do not remove reviews simply because they are negative or critical.
• Positive and negative reviews are treated equally.
• Reviews are never edited to change their meaning or sentiment.
• All genuine customer experiences are valued and displayed fairly.

3. Incentivised Reviews (Full Transparency)

Occasionally, customers may be invited to leave a review in exchange for an incentive such as a discount code or entry into a giveaway.

• Any incentivised review is clearly disclosed.
• Incentives are never conditional on leaving a positive review.
• Customers are always encouraged to share honest feedback, whether positive or negative.

4. Fair and Consistent Moderation

Reviews may only be removed if they:

• Contain offensive, abusive, or discriminatory language
• Include personal or sensitive data
• Refer to other brands, businesses, or competitors
• Are spam, duplicate entries, or clearly irrelevant
• Appear to be fake or not based on a genuine customer experience

Moderation is applied consistently, without bias.

5. Review Verification (Shopify & Judge.me)

To protect review integrity, we use verification methods including:

• Purchase-verified reviews via Shopify
• Automated fraud detection through Judge.me
• Email verification linked to completed orders

This ensures reviews reflect real experiences from real customers.

6. How Reviews Are Displayed

• Reviews may be shown by most recent, highest rating, or most relevant.
• If reviews are sorted or highlighted, this is done transparently.
• We do not suppress low-rating reviews or manipulate rankings.

7. Compliance & Consumer Protection

Watermans complies with the Consumer Protection from Unfair Trading Regulations 2008, including rules relating to fake and misleading reviews.

If any review is found to breach CMA guidance, we investigate promptly and take appropriate action.

8. Reporting a Review Concern

If you believe a review on our website is misleading or breaches this policy, please contact our customer support team with the relevant details so we can investigate.

9. Policy Updates

This policy may be updated to reflect changes in legislation or CMA guidance. The most current version will always be available on watermanshair.com.