Returns Policy

30 – DAY RETURNS POLICY

Can I return something I’ve purchased

If you are not 100% satisfied with your purchase, we are happy to offer a store credit or refund (excluding shipping fees) on an item you have purchased from us – simply contact our customer support team within 30 days of your order date.

PLEASE NOTE: we may require a photo of the item in question so we can forward onto the supplier.

Our @hairbyu customer support team are available Mon – Fri, 10am-3pm for enquires regarding products.

Change of Mind

If you have a change of mind about an item you have ordered, you have a full 30 days from the receipt of the delivery of your package to return the item when the following conditions are applied:

Products must be unused & unopened.
Products must arrive back with us with in original box/packaging in new resalable condition (this means all packaging & or cellophane wrapping & tamper resistant seals must be intact).
Return authorisation must be obtained from our customer support team before sending the item back.
Return shipping costs are at the expense of the customer.
Shipping & insurance fees cannot be credited.
Products returned damaged will not be credited.
If you request a refund, the original purchase price will be refunded to you using the original payment method if possible. We may require a different return payment method in some circumstances.
Once we receive the returned item back and confirmed that it meets the conditions above, we will process the refund within 2 business days.
We strongly advise that all returns are sent via a method of recorded delivery to ensure safe return. We cannot be held responsible for any undelivered or damaged items.

Faulty Item

If the item you have received is faulty and/or damaged, please contact our customer support team within 7 days with photos and a detailed description of the product fault.

Skin Reactions or Allergic Reactions – Return & Refund Policy

If you experience a skin reaction or allergy to one of our products, please discontinue use immediately. To process your return or refund request, please contact our customer support team with a brief description of the reaction and clear photos of the affected area.

Return Conditions for Skin Reactions:

To be eligible for a return or refund, the product must meet the following conditions:

The product must be unused by more than 25% to qualify for a return.
Return authorisation: You must contact our customer support team to obtain return authorization before returning the product.
Customer-paid return shipping: Return shipping costs will be at the customer’s expense.
No refund for shipping/insurance: Shipping and insurance fees cannot be refunded.
Damaged products: Products returned in damaged condition will not be refunded.

Refund Process:

Refund method: If you are eligible for a refund, the original purchase price will be refunded to the same payment method used at checkout, if possible. In some cases, we may require a different return payment method.
Refund processing: Once we receive the returned product and verify it meets the above conditions, we will process your refund within 2 business days.

Important Return Shipping Instructions:

We strongly recommend using a tracked delivery method for all returns. We cannot be held responsible for lost or damaged returns.

For any questions or assistance with returns due to skin reactions or allergies, please don't hesitate to contact our customer support team.

Incorrect or Missing Item/Damaged on Arrival:

If you are missing an item or received an item that is not what you ordered, or it arrived damaged, please take a photo of the product and your invoice and send through to our customer support team within 7 days of delivery.

PLEASE NOTE: don’t dispose of the item until we have had a chance to chat with you.

Returning Appliance/Electricals:

Hair appliances and electricals can be returned within 30 days of your order date. We will need to receive the item back to us unopened and unused, in the original packaging. Regrettably we are unable to cover the postage costs of returns on appliances and electricals and you will be required to organise delivery at your own expense. You must use a tracked and insured delivery service to ensure a safe return, as we will not accept responsibility if your item is lost or damaged in transit. Any item sent without a return authorisation will not be approved and returned at your own expense.

If your hair appliance is faulty and within the warranty period, please contact our customer service team as some electrical warranties are processed through the Australian Distributor directly, and you may be asked to return the item directly to the supplier.

PLEASE NOTE: All our products are genuine and come with the manufacturer’s warranty. Every item has a different warranty period and requirements. Please contact our customer support team for any enquires.