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Returns & Refunds

Our refund policy is in addition to your rights under the Australian Consumer Law. 

Please choose carefully as our items cannot be refunded due to health and safety regulations.

If you have purchased a product from Hair Culture Outlet, that you believe is faulty/defective, then you have the right to a remedy under the Australian Consumer Law and we will be happy to offer you a refund or exchange. Proof of purchase will be needed. If you cannot provide a proof of purchase HCO will try locate your receipt for you.  

If your product is faulty/defective simply follow these instructions:

  1. Take a clear video/photo of the defect
  2. Email with a sentence about the defect and your video/photo attached
  3. Please provide your name and order number with return of product
  4. Once approved, send back your product as directed with all contents it came with.
  5. Once we have received the defective product our manufacturers will assess if the factory is responsible for the defect

Please be mindful that this process takes some time, we will have your issue resolved as soon as possible.

You have 12 months from the date ordered, to process a warranty application. 

Applications that do not meet these criteria will not be approved for a return.

To return your product, you should mail your product to:

PO Box 137 Mulgoa NSW Australia 2745.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Gift or bonus with purchase offers and bundled items

Where our product is purchased with a gift or bonus offer, the gift or bonus must also be returned. If you are unable to return the gift or bonus, the value of any available refund will be reduced by the value of the gift or bonus.

In the instance of bundle offers, all items within the bundle must also be returned or the value of the unreturned items will be deducted from any available refund. 

Restocking Fee

If for special circumstances your product is returned there is a restocking fee of $15 that will be taken out of your gift card to spend online. We do not do refunds for non-faulty items. Gift Cards do not expire. The gift card will be emailed to you and HCO keep a copy.