Returns & Exchanges

1. Original Condition & Hygiene Standards

In accordance with Australian Health & Hygiene Regulations, human hair extensions, ponytails, and wigs are classified as hygienic products. To ensure the safety of all clients, the chain of custody and security packaging must remain completely intact.

• Online Orders: Eligible for exchange, store credit, or return within 14 days of delivery, provided primary security ties and seals remain entirely unbroken and the hair is in its original pristine packaging.
• Textured & Curly Collections: If you purchase curly or textured hair extensions for afro/textured hair (whether clip-ins, ponytails, or wefts) and find the curl pattern or shade is not the correct match, you may return or exchange it within 14 days, provided it remains strictly unwashed, unworn, unaltered, unbrushed out of packaging, and sealed exactly as received.
• In-Salon Purchases: Products inspected and purchased in our physical West Perth boutique (1178 Hay Street) are final sale upon leaving the showroom due to environmental exposure.
• Ineligible Items: Hair that has been unbundled, brushed, washed, colored, heat-styled, installed, or worn cannot be returned or exchanged under any circumstances.

2. Restocking Fee & Exchange Guarantees

To cover meticulous quality inspection and inventory reintegration for returned luxury human hair, our standard policy applies as follows:

• Exchanges & Store Credit: If you choose to exchange your item for a different shade, length, or curl pattern (or opt for store credit), we waive the restocking fee entirely to support your journey.
• Direct Refunds / Returns: If you prefer a direct return without taking an exchange or store credit, a standard 15% restocking fee will apply to the approved refund amount.

3. 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 or burn tests) void all return and refund rights.

4. 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.