Refund Policy
REFUNDS, RETURNS & EXCHANGES
At The Hair Plug Sydney, all purchases are considered final for change-of-mind purposes due to the hygienic, specialised and, in many cases, custom nature of our products.
STRICTLY NO REFUNDS FOR CHANGE OF MIND
The Hair Plug Sydney does not provide refunds for change of mind.
Please choose carefully before placing your order.
A refund will not be provided simply because you:
• Change your mind
• No longer require or want the product
• Select the incorrect colour
• Select the incorrect length
• Select the incorrect method or product
• Order the incorrect quantity
• Find a similar product elsewhere
• Find the product at a lower price elsewhere
• Decide the product does not suit your personal preference
Customers are responsible for reviewing and confirming all products, colours, lengths, methods and quantities before completing their purchase.
HAIR EXTENSIONS
Due to the hygienic and specialised nature of human hair extensions, strict return conditions apply.
Hair extensions cannot be returned or exchanged for change of mind once the packaging or security seal has been opened, broken or removed.
Hair that has been installed, worn, cut, coloured, toned, dyed, bleached, washed, treated, chemically processed, heat altered or otherwise modified cannot be returned or exchanged for change of mind.
Please thoroughly inspect your hair before removing any security seals or proceeding with installation, colouring, toning, cutting, washing or alteration.
COLOUR SELECTION
Customers are responsible for selecting the correct colour before ordering.
Hair colours may appear differently depending on lighting, photography, computer or phone screens and individual display settings.
Any colour recommendation provided by The Hair Plug Sydney through photographs, messages or other online communication is provided as guidance only. Due to the limitations of photographs and screens, an exact colour match cannot be guaranteed through an online consultation.
We strongly recommend contacting us before purchasing if you are uncertain about your colour selection.
Incorrect colour selection does not entitle a customer to a refund for change of mind.
COLOURING, TONING & CHEMICAL ALTERATION
Colouring, toning, bleaching, dyeing or chemically altering hair extensions is undertaken at the customer’s discretion.
Once hair has been coloured, toned, bleached, dyed, chemically treated or otherwise altered, it cannot be returned for change of mind.
The Hair Plug Sydney cannot guarantee the outcome of chemical processing performed by the customer or an independent salon, stylist or third party.
CUSTOM & SPECIAL ORDERS
Custom-made, custom-coloured, custom-mixed, custom-length, specially sourced and special-order products are prepared or sourced specifically for the individual customer.
Once sourcing, preparation, production or customisation has commenced, custom and special orders cannot be cancelled, exchanged or refunded for change of mind.
Customers are responsible for confirming that all specifications are correct before approving a custom or special order.
WIGS & HAIRPIECES
Due to hygiene requirements, wigs and hairpieces cannot be returned or exchanged for change of mind once applicable hygiene or security seals have been removed or the product has been worn, altered, cut, coloured, washed or customised.
Custom-made wigs and hairpieces cannot be cancelled or returned for change of mind once production, sourcing or customisation has commenced.
HAIRCARE PRODUCTS
Haircare products cannot be returned or exchanged for change of mind once opened, used or where a product seal has been broken.
Customers are responsible for ensuring they have selected the appropriate products before purchasing.
FAULTY OR DEFECTIVE PRODUCTS
Our change-of-mind policy does not limit your rights under the Australian Consumer Law.
If you believe a product has a manufacturing fault or does not comply with the consumer guarantees under Australian Consumer Law, please contact The Hair Plug Sydney with your proof of purchase and details of the issue.
We may request photographs, videos and/or return of the product so the concern can be properly assessed.
Issues caused by misuse, incorrect installation, inappropriate aftercare, unsuitable products, chemical processing, colouring, toning, bleaching, excessive heat, chlorine, mineral build-up, failure to follow aftercare instructions or damage caused by the customer or another person are not considered manufacturing faults where the issue was caused by those circumstances.
Where Australian Consumer Law requires a remedy, The Hair Plug Sydney will provide the remedy required by law.
For a major failure, Australian Consumer Law may give the customer the right to choose between a refund and replacement. For a minor failure, The Hair Plug Sydney may generally choose to provide an appropriate remedy in accordance with Australian Consumer Law.
THIRD-PARTY INSTALLATION
The Hair Plug Sydney is not responsible for the workmanship, application or installation techniques of an independent stylist, salon or third party.
Concerns relating specifically to an installation performed by another business should be addressed directly with the person or business responsible for the installation.
This does not exclude or limit any rights relating to the product itself that cannot lawfully be excluded under Australian Consumer Law.
SALE, PROMOTIONAL & CLEARANCE ITEMS
Sale, promotional and clearance purchases are final sale for change-of-mind purposes.
Customers remain entitled to any remedies that cannot legally be excluded under Australian Consumer Law.
ORDER CANCELLATIONS
Please ensure your order is correct before completing checkout.
Orders cannot be cancelled for change of mind once processing, packing, sourcing, production or customisation has commenced.
If you contact us immediately after placing an order, we may attempt to stop processing; however, cancellation cannot be guaranteed.
Custom and special orders cannot be cancelled once sourcing, preparation, production or customisation has commenced.
AUSTRALIAN CONSUMER LAW
Nothing contained in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
Our strict no-refund policy applies to change of mind and other circumstances where The Hair Plug Sydney is not legally required to provide a refund, replacement or other remedy.