Refunds & Exchange
Hair Secrets is happy to provide a full refund (excluding shipping costs) or exchange on hair extensions that have not been opened or worn, and are returned to us in original packaging and condition. Please note, we are unable to offer any refunds or exchanges on hair extensions that are returned to us with the elastic banding removed.
Why are Hair Secrets extensions non-returnable if opened?
Human hair extensions are considered to be a hygienic product. Federal law prohibits the return of human hair products that have been used and that includes "trying them on". Please inspect your extensions thoroughly for colour, quality and texture before wearing them or trying them on. Used extensions can not be returned for refund or exchange (no exceptions). Please read the return policy thoroughly before making your purchase.
How do I make an exchange or return?
Follow these steps for a return or exchange:
- Email us at email@example.com with a brief description of why you why like to return or exchange your item. Please do not send back the product until you receive a response from us. We will then provide you with a RMA number via email for your return.
- Package the product and invoice properly for shipping. The sales invoice must be included with your return. Not including the invoice or your order number will result in a delayed refund or exchange, as we will not be able to track your transaction & payment information.
- All returns must be sent back to us using a delivery service that insures you for the value of the goods. Hair Secrets cannot be responsible for lost or misdirected returns.
- Post the package to: Hair Secrets, PO Box 7721, Baulkham Hills NSW 2153 Australia
- After we receive your package, allow up to 48 hours for your refund or exchange to be processed.
All Hair Secrets extensions must be shipped back unopened in its original packaging and contents or a return/exchange will not be issued.
Do I have to pay for the shipping of my return?
Yes, you are responsible for all return shipping costs. Your order must be shipped back via an insured or trackable method as we cannot be held responsible for any lost or misdirected returns.
Please indicate on the package "RETURN, NO DUTIES" or there is a risk that your package will be returned back to you.
When will I receive my refund or exchange?
Refund and exchanges will be processed within 48 hours of receiving your returned item. Please note exchanges will incur a $10 restocking and handling fee.
What is the return period?
We will provide a full refund or exchange on unworn and unused hair extensions within 10 days of the date that you receive your hair extensions.
How can I contact you?
You can contact us by emailing firstname.lastname@example.org or using the contact form. We strive to reply to all inquiries within 24 hours (Monday to Friday)