Refund and Return Policy

Last updated: 8 October 2025

We want you to love your order. If something isn’t right, here’s how returns, exchanges and refunds work. This policy sits alongside your rights under the Australian Consumer Law (ACL).

Quick start: what to do

Arrived damaged or incorrect — within 30 days of delivery

  1. Do not discard the item or packaging.
  2. Email us with clear photos of the products received, the inner/outer packaging, and the shipping label.
  3. We’ll assess and resolve per this policy (replacement, refund, or other suitable remedy under the ACL).

Not right for you (change of mind) — within 120 days

  1. Make sure the item is unused and in its original packaging.
  2. Email customerservice@haircaresuperstore.com.au from the same email used at checkout (or include two identifiers: order #, purchase date, last 4 digits of card).
  3. Post the item back using tracked postage (you pay return postage).
  4. Once received and inspected, we’ll process your exchange or refund (a 10% restocking fee may apply).

Faulty after use

  1. Stop using the product.
  2. Email us with photos/video showing the fault and, if available, the batch/serial number.
  3. For electrical items, we follow the manufacturer’s warranty shown on the product page; we’ll reply with the next steps. (Your ACL rights still apply.)

Posting your return

  • Use tracked postage and keep your receipt. We’re not responsible for returns lost in transit to us.
  • Dangerous goods: please do not return aerosols/flammables via air. Ask us for the safest method.

Processing times

  • Exchanges: dispatched within 3 business days of approval.
  • Refunds: processed to the original payment method (banks may take up to 5 business days to finalise).
  • During peak seasons, processing may take longer—we’ll keep you updated.

Full Refund and Return Policy

1) Return windows

  • Change of mind: Request a return within 120 days of purchase. Items must be unused and in original packaging.
  • Damaged/incorrect on arrival: Email us within 30 days of the delivery estimate with photos and your order details so we can resolve it quickly.

2) Items not eligible for change-of-mind returns

  • Hygiene-sensitive: electrical styling tools, brushes, hair accessories, towels
  • Hazardous/flammable items (e.g., aerosols)
  • Final sale/clearance items and gift cards
  • Opened/used items where hygiene or safety cannot be assured

Note: If a product is faulty, the above exclusions don’t limit your ACL rights.

3) How to start a return

  • Email customerservice@haircaresuperstore.com.au from the same email used at checkout.
  • If that’s not possible, include at least two of: order number/transaction ID, purchase date, last four digits of the card used.
  • We’ll reply with the return address and any packing instructions.

4) Change-of-mind returns (condition & costs)

  • You’re responsible for return postage on change-of-mind returns. We recommend tracked postage and keeping your receipt.
  • Restocking fee: A 10% restocking fee may apply to approved change-of-mind refunds.
  • Inspection: Consumables may be weighed or otherwise inspected on return to confirm unused condition.
  • If items returned aren’t eligible (used/opened or outside the window), we’ll contact you; you may choose return-to-sender at your cost or disposal.
  • Bundles, freebies & promo items
    • If your order included a free gift and you’re returning eligible items for a refund, the free gift must be returned as well; otherwise refunds may be adjusted or declined.
    • Bundle/kit partial returns: If only part of a bundle/kit is returned, any refund may be pro-rated or ineligible if the remaining components are below the qualifying price of the offer.

5) Exchanges & refunds (timing & method)

  • Exchanges: If approved and in stock, we dispatch within 3 business days. If an exchange item is out of stock, we’ll offer a refund or store credit.
  • Refunds: If approved, refunds are processed to the original payment method (including Shop Pay/PayPal/Afterpay/credit card). Bank processing can take up to 5 business days.

6) Faulty products & warranties

If a product is faulty, not as described, or not fit for purpose, you’re entitled to a remedy under the ACL — this policy does not limit those rights.

Electrical items (manufacturer warranty)

Electrical items are covered according to the manufacturer’s warranty and policy. Warranty details are listed on each product page. Because each manufacturer’s process is different, please email us with photos/video showing the fault and, if available, the batch/serial number. We’ll confirm the next steps for getting it sorted with the manufacturer. (ACL rights still apply.)

7) Processing times during peak periods

Returns processing may take longer during holiday periods or carrier disruptions. We’ll keep you updated via email.