Returns & Exchanges
Returns Policy – Cancellation of Order
All goods purchased from Elite Hair Extension Salons may be returned for refund, exchange or replacement within 14 working days from receipt of delivery. Before returning the product to us please ensure that you request a returns form which can be request on the following email address email@example.com
Please note: Important Information:
CAN I RETURN OR EXCHANGE AN OPENED SET?
CAN I RETURN OR EXCHANGE AN OPENED SET?
No. Human hair extensions are considered to be a hygienic product by law. We take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all of our customers. Once your package arrives at our warehouse, it will be inspected to ensure the security seals haven’t been tampered with. If we find the seals have been tampered with, you will not receive a refund or an exchange. If you have any questions or concerns, please email our team firstname.lastname@example.org
You must take care of our goods whilst they are in your possession. Any item to be returned must be returned in its original shipped condition and original undamaged packaging. Please note all hair must be returned still attached to the original card. If you have removed it from the card we are unable to re-sell the item as new.
You or your carrier are responsible for any returned goods until they reach our warehouse. Cost and risk of return will be at your expense and we strongly recommend that you get proof of postage service if a valuable item.
For exchanged items, you may be asked for a nominal fee as a contribution towards any additional postage of shipping, depending on which shipping method you require.
We try to make refunds within one week of receipt back to us, though promise to make all refunds within 14 calendar days from receipt of goods to our warehouse. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales.
Please return the goods to the address on the top of your receipt/invoice and fill in the returns form.
Any returned goods that we receive which are outside of this Returns Policy will be defined as “In Dispute”. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.
We are sorry but due to false promises in the past, we are unable to replace or exchange an item until the original parcel is returned to ELITE HAIR AUSTRALIA. If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date.
Sometimes and especially if goods are purchased in advance for a present or delivered whilst on holiday, aforementioned 14 day response timescales can be missed. Therefore, without prejudice and as a gesture of goodwill, we are happy to consider the following remedy on a case by case basis:
Should an item not be required and is returned and received by us between 14 working days and 30 calendar days, we will be happy to accept the item(s) back with refund of goods to the value of 70% of the purchase price (excluding shipping) or refund of 100% if taken as a gift certificate or coupon redeemable in the future at ELITE HAIR AUSTRALIA. Should an item be returned and received after 30 calendar days, we will have no obligation to refund. If you wish the item resent to you, we will ask for a nominal fee to cover additional shipping costs.
A time period of 14 working days from receipt of delivery shall be defined as the date from when your shipment is received by yourself, being the date of signature that the package is received by you.
When will I receive my refund?
A full refund, excluding the original shipping cost, will be issued to your original payment method after we have received, inspected and confirmed that the returned hair extensions were not opened and taken out of the cardboard backing which is protected by a security seal.
Returns Policy – Faulty Goods
If hair extensions appear faulty due to quality issues, the fault must be reported to us via email to the Customer Service Department:email@example.com within a maximum of 30 days of the receipt date;this is due to human hair being a consumable item during wear.
We only recommend the use of Elite Hair Aftercare and cannot guarantee the quality of any ELITE HAIR AUSTRALIA extensions with other formulas. Aftercare products must be purchased at the time of purchasing the extensions. Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for both the extensions and aftercare.
All returns must have a fully completed Hair Report Form. Any goods received without the appropriate paperwork will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 91 days will result in the goods being destroyed.
We will not test any hair extensions that have been coloured, tinted or chemically damaged; all hair extensions must be returned in the original product colour. We must receive the hair within 7 days of the complaint being made, this will then be examined and inspected. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way, the goods will be returned to the customer at your cost and we will not refund or replace the goods. Please note that testing of faulty hair extensions can take up to 30 days.
We do not guarantee the use of our hair extensions whilst on holiday/in warmer climates for various reasons, including discolouration of the hair when coming into contact with swimming pool chlorine and the hair drying out through excess heat. We strongly advise all customers using hair extensions avoid both chlorine and sea water as this can damage hair and hair colour.
Any colouring of extensions is done entirely at the customers own risk and we will not test, refund or exchange any extensions that have been coloured, dyed or tinted.
ELITE HAIR AUSTRALIA will not be held responsible for any extensions that have been exposed to heat damage by the customer.
Synthetic products can only be heated in moderation up to 180°, synthetic hair extensions cannot be coloured or washed.
ELITE HAIR EXTENSIONS SALONS will not be held responsible for any additional expenses due to faulty goods e.g. removal or re-application costs. We recommend that a qualified professional applies any professional hair extensions and that customers are to have a consultation before any permanent extensions are applied.
The goods are the responsibility of the customer until they reach ELITE HAIR AUSTRALIA warehouse. Please ensure all items are packaged properly to avoid transit damages.
Any returned goods that we receive which are outside of this Returns Policy will be defined as “In Dispute”. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you at a cost, otherwise they will be destroyed within 91 calendar days from their receipt back to us.
Please note: due to previous false promises in respect to product exchanges, we are unable to replace a faulty item until the original is returned to ELITE HAIR AUSTRALIA.
Product Care (Important Information for Returns & Exchanges)
We do not recommend colouring or silver shampoo any human hair product as they have all been through a harsh chemical process. If you do decide to go ahead and colour the hair, all guarantees are voided and we will not accept hair back to be tested if you think that the hair is faulty as you have made a change to the original condition of the product. We will refuse to test hair that has been coloured.