Luxury Hair Extensions

Elite Hair Australia

Returns & Refund Policy • 

1. Original Condition Requirements

  • Health Regulations: In alignment with strict Australian Health & Hygiene Regulations, human hair extensions are legally categorized as a hygienic product. To protect public safety, the chain of custody must remain unbroken for a return to be considered.
  • Online Channels: Items ordered online are eligible for an exchange or refund within 14 days of delivery only if the primary security seals are uncompromised, intact, and the hair remains fully bound to its original display backing card. Color matching must be evaluated solely using the separate tester strand provided.
  • In-Store Purchasing: For goods inspected, accepted, and acquired within our brick-and-mortar physical salon spaces, all sales are final. Once the product leaves the premises, it is immediately ineligible for "change of mind" returns due to the immediate exposure to external environments.
  • Immediate Disqualification: Any extension allocation that has been brushed, washed, unbundled, installed, or worn is permanently barred from return or refund consideration.

2. Chemical, Thermal & Physical Alterations

  • Australian Consumer Law (ACL): Under Section 54 of the Australian Consumer Law, your entitlement to a consumer remedy is legally voided if a product is modified, altered, or subjected to abnormal or unauthorized use.
  • Treatment Restrictions: Elite Hair Australia will not honor refund or compensation claims if the hair has been treated chemically—including bleaching, dyeing, professional toning, or the application of pigments and deep purple neutralizing shampoos.
  • Physical Integrity: No refunds are provided if the hair has been cut, texturized, thinned, or structurally adjusted.
  • Destructive Testing: Unauthorized diagnostic "burn tests" performed by the consumer constitute intentional damage to the material. Because processed luxury fibers react heavily to improper exposure, any such destructive trial instantly forfeits your transactional remedies.

3. Manufacturing Standards vs. Aesthetic Expectations

  • Major Failure Definitions: Under statutory guidelines, a "Major Failure" does not encompass minor structural variances or purely aesthetic variations in construction.
  • Artisanal Stitching: Hand-finished tracking, seam alignment, and stitching on wefts and ponytails are meticulously engineered for structural durability and performance, not interior cosmetic uniformity. Sound structural assembly fit for purpose is not classified as a defect.
  • Natural Taper: True premium human hair naturally possesses a subtle, gradual taper from root to tip. Length profiles must be visually verified against your expectations prior to breaking the product's primary packaging seal.

4. Liquid Care Products & Bundle Variances

  • Sealed Hair Care: Shampoos, conditions, treatments, and liquid hair care essentials cannot be returned or refunded once the safety caps or factory seals are breached.
  • Bundle Severability: If hair extensions are purchased as part of a curated package or promotional bundle alongside liquid care products, an isolated material fault in one item does not entitle the buyer to a full refund for the entire collective bundle. Remediations will be calculated strictly for the impacted item.

5. Technical Assessment & Fraud Prevention

  • Laboratory Testing Requirements: Any consumer claim asserting a manufacturing defect or the presence of non-human fibers requires the physical item to be returned to our Head Office for formal Technical Lab Assessment.
  • Claim Rejection: If lab analysis confirms the asset is genuine 100% Remy human hair and demonstrates that the reported issues stem from consumer misuse (including thermal scorching, improper washing, or product chemical exposure), the claim will be rejected and the items returned to the buyer.

 Statutory Monitoring Notice

Elite Hair Australia strictly monitors return frequencies and transactional patterns to mitigate retail fraud. We reserve our explicit legal right to submit internal inventory tracking data, verified transaction logs, and security media files directly to the ACCC or state Consumer Protection authorities to defend our brand against deceptive or misleading compensation claims.