Returns and Exchange Policy

Real Hair Co supplies Premium Remy human hair extensions that are newly sourced and quality checked by our Brisbane team before dispatch. Because human hair extensions are a hygiene-sensitive product, returns and exchanges are assessed carefully and must meet the conditions below.

This policy does not limit your rights under Australian Consumer Law.

Change of Mind and Incorrect Colour Selection

We may accept a return or exchange for change of mind or incorrect colour selection if the product is returned in original, unused and unopened condition.

To be eligible, the hair extensions must be:

• unused, unworn and not installed
• unopened or still sealed in their original packaging where applicable
• unaltered, uncoloured, untoned, unwashed and uncut
• free from product, odour, styling residue and handling damage
• returned with all original packaging, tags and pack details intact

For hygiene reasons, we cannot accept change of mind returns or exchanges once hair extensions have been opened, worn, installed, brushed through excessively, coloured, toned, washed, cut, heat styled, altered or removed from their original packaging in a way that prevents resale.

Colour Match Support Before Ordering

Hair extension colours can appear different depending on lighting, screen settings, natural hair colour and existing colour work. We strongly recommend using our colour match support before ordering if you are unsure which shade to choose.

Our team offers colour match support by phone, video call, live chat or photo. Send a natural light photo with your hair down and no filter, and our team will check the closest match.

Colour match support is a guidance service only. It does not guarantee an exact match, as final colour choice remains the customer’s responsibility.

Faulty, Incorrect or Not as Described Items

If you believe your item is faulty, incorrect or not as described, please contact our team as soon as possible with your order number, a clear description of the issue and supporting photos or videos.

Our team may request that the product is returned for assessment before a remedy is confirmed.

If the product is confirmed to have a fault or does not meet consumer guarantees under Australian Consumer Law, Real Hair Co will provide an appropriate remedy, which may include a replacement, repair, refund or store credit depending on the issue and your rights under Australian Consumer Law.

What Is Not Considered a Product Fault

The following are not considered product faults:

• incorrect colour selection where the product supplied matches the shade ordered
• colour variation caused by screen settings, lighting or photography conditions
• damage caused by incorrect installation, removal or maintenance
• damage caused by colouring, toning, bleaching, purple shampoo, chemical treatments or heat styling
• damage caused by unsuitable hair care products, product build-up, chlorine, salt water or poor aftercare
• normal wear and tear after the product has been installed or worn

Return Shipping

For approved change of mind or incorrect colour returns, customers are responsible for return shipping costs.

If an item is confirmed to be faulty, incorrect or not as described, Real Hair Co will assist with the appropriate return process and remedy in line with Australian Consumer Law.

We recommend using a tracked postage service for all returns. Real Hair Co cannot take responsibility for returned parcels that are lost in transit.

How to Request a Return or Exchange

To request a return or exchange, contact our team before sending anything back.

Please include:

• your order number
• the product name, method, length and shade
• the reason for your return request
• clear photos showing the product condition and packaging

Email: sales@realhairco.com.au

Items sent back without contacting our team first may not be accepted.

Processing Time

Once your returned item has been received, our team will inspect the product and confirm the outcome by email. Please allow up to 7 business days after the return is received for your request to be assessed.

If a refund is approved, it will be processed back to the original payment method. Your bank or payment provider may take additional time to make the funds available.

Exchanges and Store Credit

Exchanges are subject to product availability. If the requested exchange item is unavailable, our team may offer store credit or another suitable option.

Store credit, where approved, will be issued by email and can be used toward a future Real Hair Co purchase.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law. If a product has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, Real Hair Co may choose to repair, replace or refund the item.

Need Help?

For return or exchange questions, contact our team before sending your order back.

Email: sales@realhairco.com.au