Refund policy

HAIRLOCKS HAIR EXTENSIONS

Refund & Returns Policy

Everything you need to know about returns, refunds and exchanges when shopping with HairLocks.

Last updated: October 2026

Your consumer rights matter. This policy operates alongside the Australian Consumer Law (ACL). Nothing here excludes or limits any rights that cannot legally be excluded.

━━ 1. Australian Consumer Law

Our products and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product or service does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation or compensation, depending on the circumstances and applicable law.

━━ 2. Change of Mind

HairLocks does not generally offer refunds or exchanges simply because you change your mind, order the wrong product, select the wrong colour, find the product cheaper elsewhere or no longer want the product.

Where HairLocks agrees to accept a change-of-mind return, the product must meet the applicable conditions in this policy.

━━ 3. Hair Extensions and Hairpieces

For hygiene reasons, hair extensions and hairpieces must be unused and in their original condition for an approved change-of-mind return.

We cannot accept change-of-mind returns for hair extensions or hairpieces that have been:

  • Removed from their original packaging;
  • Worn or installed;
  • Cut, coloured, toned or chemically treated;
  • Washed or altered; or
  • Used or damaged after delivery.

These conditions do not affect your rights under the Australian Consumer Law if a product is faulty or otherwise fails to meet a consumer guarantee.

━━ 4. Custom-Coloured and Custom-Made Products

Products custom-coloured, custom-made, altered or specially prepared to your requirements are generally not eligible for change-of-mind returns.

This does not exclude any rights or remedies available under the Australian Consumer Law.

━━ 5. Crown Wash and Other Accessories

Unused Crown Wash products and other eligible accessories may be considered for a change-of-mind return if they are in their original, unused and saleable condition.

For hygiene reasons, products that have been used, worn or washed may not be eligible for a change-of-mind return. This does not affect your rights under the Australian Consumer Law.

━━ 6. Sale and Promotional Items

Sale and promotional items are not refundable or exchangeable for change of mind unless otherwise stated at the time of purchase.

Discounted products remain covered by applicable Australian Consumer Law guarantees. A sale price does not remove your rights if a product is faulty or otherwise fails to meet a consumer guarantee.

━━ 7. Faulty, Damaged or Incorrect Products

If you believe your product is faulty, damaged, defective or different from what you ordered, please contact HairLocks as soon as reasonably possible after discovering the issue.

Please provide:

  • Your order number;
  • Your name and contact details;
  • A description of the issue; and
  • Clear photographs or video, where appropriate.

We may need to inspect or assess the product before determining the appropriate remedy. If the issue is covered by a consumer guarantee, HairLocks will provide the remedy required by law.

━━ 8. Damage Caused After Purchase

A problem may not be covered as a product fault where it has been caused by misuse, incorrect installation, improper care, accidental damage, chemical treatment, excessive heat, failure to follow care instructions or normal wear and tear.

HairLocks may request relevant information or photographs to help assess the issue. This does not limit any rights you may have under the Australian Consumer Law.

━━ 9. How to Request a Return

Please contact HairLocks before sending a product back. We will provide return instructions where a return is approved or required.

Please package returned products securely to help prevent damage during transit.

━━ 10. Return Postage

For an approved change-of-mind return, the customer may be responsible for return postage.

Where a product has a problem covered by the Australian Consumer Law, HairLocks will handle reasonable return costs in accordance with applicable legal requirements.

━━ 11. Refunds

Where a refund is approved or required by law, it will generally be made to the original payment method where reasonably possible.

Processing times may vary depending on your payment provider or financial institution. HairLocks will not unreasonably delay a refund once it is due.

━━ 12. Exchanges

Where appropriate, HairLocks may offer an exchange for an eligible change-of-mind return, subject to product availability.

Nothing in this section limits any remedy you are entitled to under the Australian Consumer Law.

━━ 13. Hair Extension Services and Appointments

Hair extension services are covered by applicable Australian Consumer Law guarantees.

If you believe a service has not been provided with due care and skill, or has not met an agreed or specified purpose, please contact HairLocks so we can assess the issue and discuss an appropriate remedy.

The longevity of hair extensions can vary depending on natural hair condition, maintenance, lifestyle, products used and adherence to care instructions.

━━ 14. Contact Us

For return, refund or product concerns, please email HairLocks using the button below.

Please include your order number and enough information for us to identify your purchase and understand the issue.

Email: hairlocks2019@hotmail.com

━━ 15. Your Legal Rights

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you have under the Australian Consumer Law or other applicable legislation.

Where this policy conflicts with a mandatory legal right, the applicable law will prevail.

Need Help With a Return?

We're here to help with questions about your HairLocks order, product or service.

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HairLocks Hair Extensions · Gold Coast, Queensland, Australia