Modified 17 May 2021

Refunds and Returns Policy

Our products are accompanied by guarantees that cannot be excluded as per the Australian Consumer Law. In the event of a major failure or any other reasonably foreseeable loss or damage, you have the right to a replacement or refund. Additionally, if the goods fail to meet acceptable quality standards and the failure does not constitute a major failure, you are entitled to have the goods repaired or replaced.

We will accept returns in the following situations:

  • if an error was made on our part (for example, if you did not receive the item you ordered),
  • or if the items are found to be faulty or damaged.

A refund will be issued provided that:

  • Kindly provide your order number and clearly describe the defect or error. It is also important to retain and submit photographic evidence showcasing the specific issue or damage.
  • You return the item within 5 days of contacting us.

In the event that we have mistakenly sent you the wrong item, we will accept the refund only if the item is in its original purchased condition. This entails the item being unused and the packaging remaining unopened, unmarked, and free from any defacement.

Upon approval of your request, we will refund you the total cost of the item(s) and the return delivery cost, except for change of mind returns.

Your refund will be initiated and credited automatically to your original method of payment or credit card. Please note that there may be a processing time before the refund is posted.

In the event that we receive your return and find that it does not meet the conditions specified in our returns policy, the requested refund will not be issued. In such cases, we will reach out to you to discuss the return of the item to your original shipping address, and you will be responsible for associated shipping fees.

Please note:

  • This policy does not cover change-of-mind returns or situations where the product doesn’t suit your hair or similar concerns.
  • If you wish to return a product due to a change of mind, please refer to the instructions below under “Change of Mind”.

Returning sales items

Kindly note that items purchased on sale are non-returnable, non-refundable, and cannot be exchanged unless they are found to be faulty.

Change of mind

We will not accept the return of cosmetic consumable items such as Shampoos, Conditioners, Vitamins and so on under the change of mind returns policy under any circumstances.

If you made a mistake or changed your mind about a product other than cosmetic consumable items such as tools, candles and so on please email us within 5 days of purchase at [email protected] and we will consider your request.

To initiate a refund, you will be required to return the item to us. Once we receive and inspect the items, a refund will be issued to you.

Please take note that the following conditions must be met before a refund can be processed:

  • Contact us within 5 days of receiving the item to initiate the return process.
  • The item must be in its original purchased condition, unused, and the packaging should remain unopened, unmarked, and free from any defacement.
  • Items purchased on sale or with discounts are non-returnable.

Please note we are unable to cover postage fees for returns due to a change of mind.

we will send you an email to notify you that we have received your returned item and whether the refund has been approved or not. In the event that we receive your return and find that it does not meet the conditions specified in our returns policy, the requested refund will not be issued. In such cases, we will reach out to you to discuss the return of the item to your original shipping address, and you will be responsible for associated shipping fees.

How to return?

To initiate a return and request a refund, please follow these steps:

  1. Email us at [email protected] and provide the following details:
    • Your full name, address, and order number.
    • The reason for your refund request.
    • Include photos showing the error made by us, such as a missing, faulty, or broken item.
  2. After contacting us, you will receive a confirmation email containing shipping guidelines for the return.

Once we receive your returned item and complete the inspection, you will be notified via email regarding the receipt of your return and the status of your refund.

In the event that we receive your return and find that it does not meet the conditions specified in our returns policy, the requested refund will not be issued. In such cases, we will reach out to you to discuss the return of the item to your original shipping address, and you will be responsible for associated shipping fees.