Returns & Exchanges

We offer a voluntary 35-day change-of-mind return and exchange option for eligible retail purchases, in addition to rights that apply under Australian Consumer Law.

Eligibility

You may request a return or exchange within 35 calendar days of confirmed delivery if each pack is unopened, unused, uninstalled and in its original resaleable condition, with labels, packaging and hygiene seal intact.

Opened, worn, installed or altered hair cannot be accepted for a voluntary change-of-mind return because it cannot be resold. This does not limit your rights if an item is faulty, unsafe, incorrect, not as described or otherwise fails a consumer guarantee.

Your options

For an eligible retail return, you may choose a refund to the original payment method, an exchange, or store credit. There is no restocking or administration fee.

For a change-of-mind return, you are responsible for tracked return postage. If an item has a problem covered by Australian Consumer Law, we will provide the appropriate remedy and reimburse reasonable return costs where required.

Before sending anything back

Please contact us with your order number, product details and reason for the request. Photos or video may help where relevant and reasonably available.

Read the complete Refund Policy for all conditions, exclusions, assessment information and Australian Consumer Law details.

Wholesale orders

Approved wholesale-account purchases are governed by separate Wholesale Returns & Exchange Terms.

Need a colour match?

Use our Colour Match Support before ordering if you are unsure of your shade.

Contact sales@realhairco.com.au or 0412 263 613.