Refund policy
Real Hair Co Returns & Exchange Policy
At Real Hair Co, your satisfaction is our top priority. We understand the importance of finding the perfect match for your hair extensions, and we are committed to making your shopping experience as fulfilling as possible. Our returns and exchange policy is designed to be fair and transparent, adhering to Australian Consumer Law while considering the unique nature of human hair extensions.
Change of Mind
We accept returns or exchanges for change of mind or incorrect color selection. Due to the hygienic nature of human hair extensions, we will only accept refunds if the below condition is met. We strongly encourage our customers to review their order carefully before checkout and take advantage of our color match service if unsure about color choices.
- Condition of Product: Products must be returned unused, unaltered, in their original packaging, and with all tags and packaging intact. Products that have been worn, altered, or tampered with cannot be returned due to hygiene regulations.
Faulty Products
We stand behind the quality of our products. If you believe your item is faulty or not as described, please contact us within 30 days of receipt with your order number, a description of the defect, and supporting photographs. Eligible faulty items can be returned for a replacement, store credit, or a full refund.
Conditions for Return:
- Notification: Customers must notify Real Hair Co of any product faults within 14 days of receipt.
- Proof of Purchase: A valid order number or proof of purchase is required for all returns or exchanges.
- Condition of Product: Products must be returned unused, unaltered, in their original packaging, and with all tags and packaging intact. Products that have been worn, altered, or tampered with cannot be returned due to hygiene regulations.
- Return Shipping: Customers are responsible for return shipping costs unless the product is confirmed to be faulty by Real Hair Co. In cases of faulty items, Real Hair Co will cover the cost of return shipping.
Processing Returns & Exchanges:
Upon receiving the returned item, Real Hair Co will inspect the product to confirm the fault. Please allow up to 7 business days for your return to be processed. If approved, the exchange, store credit, or refund will be processed, and customers will be notified via email.
Exchanges: Subject to stock availability. If an exchange is not possible, a store credit or refund will be offered.
Store Credit: Issued via email and can be used towards your next purchase with Real Hair Co.
Refunds: Will be processed back to the original payment method. Please allow up to 10 business days for the refund to appear in your account.
Contact Us:
For any questions or to initiate a return or exchange, please contact our customer service team at [insert contact email/phone number]. We’re here to help make your Real Hair Co experience as seamless as possible.
Please Note: This policy is in accordance with Australian Consumer Law but is subject to changes and updates. Always refer to our website for the most current version of our Returns & Exchange Policy.