Returns & Refund Policy

1. Original Condition & Hygiene Standards

In accordance with Australian Health & Hygiene Regulations, human hair extensions are classified as hygienic products. To ensure the safety of all clients, the chain of custody must remain completely intact for returns or exchanges to be accepted.

• Online Orders: Eligible for exchange or store credit within 14 days of delivery, provided primary security ties remain unbroken and the hair is attached to its original backing card. Please test color matching using the separate sample strand provided.
• In-Salon Purchases: Products inspected, chosen, and purchased in our physical West Perth boutique are final sale upon leaving the salon due to environmental exposure.
• Ineligible Items: Hair that has been unbundled, brushed, washed, colored, installed, or worn cannot be returned or exchanged under any circumstances.

2. Physical & Chemical Alterations

Under Section 54 of the Australian Consumer Law (ACL), statutory consumer guarantees do not apply if a product has been damaged, altered, or subjected to unauthorized treatment post-purchase.

• Chemical Treatments: Guarantees are void if the hair has undergone bleaching, dyeing, toning, or exposure to purple/pigmented neutralizing shampoos.
• Structural Modifications: We cannot accept returns on pieces that have been cut, thinned, or physically reshaped after delivery.
• Destructive Testing: Unauthorized diagnostic trials (such as flame/burn tests) void all return and refund rights.

3. Manufacturing Standards & Natural Taper

• Artisanal Wefts: Hand-finished tracking, stitching, and seam alignment on wefts and ponytails are engineered for structural durability during wear, rather than interior cosmetic uniformity. Structural sound assembly fit for purpose is not classified as a defect under ACL.
• Natural Hair Taper: Premium human hair features a natural, subtle taper toward the ends. Length profiles should be visually verified against your preferences before opening the primary security seal.

4. Hair Care Liquids & Curated Bundles

• Sealed Products: Shampoos, conditioners, treatments, and liquid care essentials are non-refundable once protective seals or caps are opened.
• Bundle Allocations: If items are purchased as part of a promotional package, individual faults are evaluated per item. Remediations apply specifically to the affected component rather than the entire package.

5. Technical Assessment Process

In the rare event of a reported manufacturing issue, items must be sent to our Head Office for technical evaluation. If analysis confirms genuine 100% Remy human hair and attributes the issue to improper care, heat scorching, or chemical treatment, the claim will be closed and the item returned to you.