Returns & Refund Policy

This policy applies to all purchases made via our online boutique and our physical salon locations.

1. The Golden Rule: Original Condition

Due to Australian Health & Hygiene Regulations, hair extensions are classified as a "high-risk" hygienic product. We strictly enforce the following:

• Online Purchases: You may return your item for a refund or exchange within 14 days ONLY if the security seal is intact and the hair has not been removed from its original card/packaging.
• In-Store Purchases: Once a product has been inspected, accepted, and leaves our premises, it is no longer eligible for "change of mind" returns as the chain of hygiene has been broken.
• Immediate Disqualification: Any product that has been brushed, worn, or unbundled is strictly non-returnable.

2. Chemical & Thermal Alteration (ACL Protection)

Under the Australian Consumer Law (Section 54), your right to a remedy is voided if the goods are modified or damaged by abnormal use. Elite Hair Extensions will NOT provide a refund if:

• The hair has been chemically treated (dyed, toned, bleached, or purple shampooed).
• The hair has been cut, thinned, or physically altered.
• The hair has been subjected to unauthorized "Burn Tests". 100% Remy Human Hair will still react poorly if the 'test' is performed incorrectly or on treated fibers; this constitutes consumer damage.

3. Manufacturing Faults vs. Aesthetics

A "Major Failure" does not include aesthetic preferences or standard construction variations.

• Stitching: Hand-finished stitching on ponytails and wefts is designed for durability, not internal aesthetics. As long as the structure is sound and fit for purpose, it is not a fault.
• Length: Our hair is measured from top to bottom. Slight variations in "taper" are natural in human hair. Length must be verified before the security seal is broken.

4. Liquid Products & Bundles

• Shampoos, conditioners, and hair care liquids are strictly non-refundable once the seal is broken or the product is used.
• If you purchase a bundle (Hair + Care Products), a fault in one item does not entitle a refund for the entire bundle.

5. Formal Assessment Process

Claims of "synthetic fiber" or "manufacturing defect" require a formal return to our Head Office for Technical Lab Assessment. If the hair is found to be 100% human hair and the issues were caused by consumer misuse (incorrect washing, coloring, or heat damage), the claim will be rejected.