Returns Policy

At Industry Hair Extensions we take quality seriously and want you to feel confident shopping with us. If something isn’t right we’re here to help.

Because our products include hair extensions and hygiene-sensitive items, returns are subject to the conditions below.

CHANGE OF MIND RETURNS

We accept change-of-mind returns under the following conditions:

To be eligible, your item must be:

●     Unused and unopened

●     In original packaging

●     In the same condition you received it

●     Returned within 14 days of delivery

Important:

For hygiene and safety reasons, we cannot accept returns for:

●     Opened hair extension packs

●     Worn hair extensions

●     Tampered packaging

●     Items that have been removed from the original sealed condition

●     Accessories/tools that show signs of use

If your return is approved, you’ll receive a refund to the original payment method (excluding original shipping fees).

COLOUR MATCH & SHADE DISCLAIMER

We do our best to show accurate product colours, however lighting and screen settings can affect shade appearance.

Change-of-mind returns are only accepted if the hair extensions have not been opened or used.

If you’re unsure about your shade, we recommend contacting us before ordering for colour advice.

FAULTY OR DAMAGED ITEMS

If you believe your item is faulty, damaged, or incorrect, please contact us within 48 hours of receiving your order.

Include:

●     Your order number

●     Clear photos of the issue

●     A short description

We will assess your request in line with Australian Consumer Law and offer a repair, replacement, store credit or refund where applicable.

AUSTRALIAN CONSUMER LAW

Nothing in this policy limits your rights under Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

ITEMS THAT CANNOT BE RETURNED

For hygiene and safety reasons, the following items are not eligible for return or exchange if opened or used:

●     Hair extensions (opened packs)

●     Clip-ins / ponytails (if worn or removed from packaging)

●     Tools, brushes or accessories (if used)

●     Aftercare products (if opened)

●     Clearance or final sale items (unless faulty)

HOW TO START A RETURN

To request a return please contact our customer support team and provide:

●     Your order number

●     The item(s) you’d like to return

●     The reason for return

We will reply with return instructions and the return address.

RETURN SHIPPING COSTS

●     Return shipping is the responsibility of the customer for change-of-mind returns.

●     We recommend using a tracked service, as we are not responsible for parcels lost in transit.

●     If your item is faulty or incorrect, we will cover return postage (where applicable).

REFUNDS PROCESSING TIME

Once your return has been received and inspected:

●     Refunds are processed within 3–5 business days

●     Your bank may take additional time to clear the funds

You will receive email confirmation once your return has been finalised.

EXCHANGES

We do offer exchanges if:

●     The item is unopened

●     It meets our return requirements

●     The requested shade/product is in stock

To arrange an exchange, contact our team and we’ll guide you through the process.

CONTACT US

If you have any questions or need help with a return, our team is here for you.

●     WhatsApp (fastest response)

●     Email support

●     Instagram DMs

We aim to respond within 24–48 hours, Monday–Friday.