Real Hair Co customer care

Returns, Exchanges and Refunds 

We want you to feel informed and confident when ordering hair extensions online. This policy explains our voluntary 35-day retail change-of-mind offer, separate wholesale returns terms, and your rights under Australian Consumer Law.

35-day retail change-of-mind returns and exchanges

If you change your mind or decide that an unopened colour is not right for you, you may request a retail return or exchange within 35 calendar days from confirmed delivery. Confirmed delivery means the date the carrier records your parcel as delivered.

For each eligible retail pack, you may choose a refund to your original payment method, an exchange for another eligible product or colour, or store credit. Real Hair Co does not charge a restocking or administration fee for an approved retail change-of-mind return.

Condition requirements

Each pack returned under our voluntary retail change-of-mind offer must remain unopened, unused, unworn, uninstalled, unaltered and in original resaleable condition, with original labels, pack details, ties, binding, packaging and hygiene seal intact.

Opened, worn, installed or altered hair cannot be accepted under our voluntary change-of-mind offer because it cannot be resold. This restriction does not apply where you are seeking a remedy for a product problem covered by Australian Consumer Law.

Sale, clearance and specially sourced items

Ordinary sale or promotional items remain eligible for our 35-day retail change-of-mind offer if each pack meets the conditions above.

An item is excluded from voluntary change-of-mind returns only if it was clearly identified before purchase as final clearance, specially sourced, made or personalised for you. These exclusions do not restrict your Australian Consumer Law rights if the item has a problem.

Colour match support

Hair-extension colours can appear different across screens, lighting and devices. If you are unsure, we recommend using our Colour Match Support before ordering. Colour match support helps identify the closest available shade, but it cannot guarantee an exact match.

Choosing an incorrect colour is treated as a change of mind when the item supplied matches the product and shade ordered.

Faulty, damaged, unsafe, incorrect or misdescribed items

If you believe an item is faulty, damaged, unsafe, incorrect, not as described or otherwise does not meet a consumer guarantee, please contact our Brisbane team with your order number and details of the issue. Photos or video may help us assess the problem, but we will not require evidence that is unreasonable in the circumstances.

We may ask you to return the item for assessment. You do not need the original packaging to seek a remedy under Australian Consumer Law, although keeping labels and packaging can help us identify the product.

If the product has a major problem, you may choose a refund or replacement. If the problem is minor, Real Hair Co may choose to repair the item within a reasonable time, replace it or provide a refund. Any refund required under Australian Consumer Law will be provided in money using the original payment method where reasonably possible.

Problems caused after delivery

A product problem is not covered when it was caused by misuse, incorrect installation or removal, unsuitable maintenance, accidental damage, normal wear and tear, or an alteration made after delivery, including cutting, colouring, toning, bleaching, chemical treatment, purple shampoo, unsuitable products, excessive heat styling, chlorine, salt water, mineral build-up or poor aftercare.

Return postage and delivery charges

For change-of-mind returns, you are responsible for the cost and safe delivery of the return. We recommend tracked postage. Original delivery charges are not refunded unless required by law. If you choose an exchange, the cost of delivering the replacement item also applies.

If an item is confirmed to have a problem covered by Australian Consumer Law, Real Hair Co will reimburse reasonable return costs and provide the appropriate remedy. Please keep your postage receipt.

How to request a return, exchange or remedy

Please contact our team before sending anything back so we can confirm the correct return instructions and reduce the risk of delay. Please provide your order number, the product, method, length and shade, the reason for your request, and photos or video where relevant and reasonably available.

Assessment and processing time

Once your return is received, our team will inspect it and contact you with the outcome. We normally process an accepted retail return, exchange or refund within five business days of receiving the item. Your bank or payment provider may need additional time to make refunded funds available.

Wholesale purchases

Approved wholesale-account purchases are governed by the separate Wholesale Returns & Exchange Terms. The wholesale terms provide a 14 calendar day voluntary wholesale stock-return option for eligible unopened stock, with exchange or wholesale-account credit available for approved voluntary wholesale returns. Cash refunds are not available for voluntary wholesale change-of-mind returns.

Australian Consumer Law consumer guarantees may apply to some business purchases, but generally do not apply where goods are acquired for resale. Nothing in this policy excludes any rights that apply by law.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.