@HairByU Returns Policy
30 – Day Returns
You can return your product within 30 days of purchase if it is unopened, unused, and in its original packaging.
Some items cannot be returned for hygiene reasons unless faulty or incorrectly described. These include wigs, jewellery, make-up, nail polish, brushes, hair accessories, hair extensions, colours, bleaches, peroxides, and used electrical products.
Gift vouchers cannot be returned and are not redeemable for cash.
PLEASE NOTE: A photo of the item may be required for forwarding to the supplier.
Our @hairbyu customer support team is available Mon – Fri, 10am-3pm for product inquiries.
Contact us via: https://www.hairbyu.com.au/form/contact-us/
Reasons For Return
Change of Mind/Ordered Incorrect Item
If you decide to return an item, you have 30 days from the purchase date to do so, provided the following conditions are met:
- Products must be unused and unopened.
- Products must be returned in their original box or packaging in a new resalable condition, meaning all packaging, cellophane wrapping, and tamper-resistant seals must be intact.
- Return authorization must be obtained from our customer support team before sending the item back.
- Return shipping costs are the responsibility of the customer.
- Shipping and insurance fees cannot be refunded.
- Products returned damaged will not be credited.
If you request a refund, the original purchase price will be refunded using the original payment method if possible. In some circumstances, we may require a different return payment method. Once we receive and confirm that the returned item meets the above conditions, we will process the refund within two business days.
We strongly recommend sending all returns via a recorded delivery method to ensure safe arrival. We cannot be held responsible for undelivered or damaged items.
Order Cancellation
We understand that plans can change, and you may need to cancel your order. If you cancel within 24 hours of placing your order and before it has been dispatched, we will process a refund.
PLEASE NOTE: that the refund will exclude any non-refundable transaction fees charged by our payment processor.
The remaining amount will be returned to the original payment method used at checkout.
Faulty Item
If the item you have received is faulty and/or damaged, please contact our customer support team within 7 days with photos and a detailed description of the product fault.
Incorrect or Missing Item/Damaged on Arrival
If you are missing an item or received an item that is not what you ordered, or it arrived damaged, please take a photo of the product and your invoice and send through to our customer support team within 7 days of delivery.
PLEASE NOTE: don’t dispose of the item until we have had a chance to chat with you.
Returning Appliance/Electricals
Hair appliances and electricals can be returned within 30 days of your order date. We will need to receive the item back to us unopened and unused, in the original packaging. Regrettably we are unable to cover the postage costs of returns on appliances and electricals and you will be required to organise delivery at your own expense. You must use a tracked and insured delivery service to ensure a safe return, as we will not accept responsibility if your item is lost or damaged in transit. Any item sent without a return authorisation will not be approved and returned at your own expense.
If your hair appliance is faulty and within the warranty period, please contact our customer service team as some electrical warranties are processed through the Australian Distributor directly, and you may be asked to return the item directly to the supplier.
PLEASE NOTE: All our products are genuine and come with the manufacturer’s warranty. Every item has a different warranty period and requirements. Please contact our customer support team for any enquires.
Skin/Allergic Reactions
It is essential to use products according to the directions on the label. If your skin becomes irritated or shows signs of an adverse reaction, discontinue use immediately. Our experienced team will need to gather information surrounding your reaction to best seek approval with the corresponding manufacturer. Please note that all information is gathered to meet our supplier’s Reaction Returns Guidelines, which often requires photographic evidence of the irritation and no more than 20% of the product used. Please make sure to contact our customer support team within 14 days from the purchase date.
If determined the product purchased caused a skin reaction we will provide a refund, exchange or store credit once the product has been returned to us.
We strongly advise that all returns are sent via a method of recorded delivery to ensure safe return. We cannot be held responsible for any undelivered or damaged items.
