returns & exchange policy
Change of mind
We value our customers at Haircity so, if you change your mind, you can return most products within 30 days of your purchase, provided that:
- You have valid proof of purchase (usually a receipt);
- The product and packaging is in its original condition including all manuals and accessories;
- The product is in re-saleable condition; and
- The product has not been used or damaged.
Exchanges or refunds for change of mind cannot be offered for:
- Gift cards and vouchers;
- Other products advertised as being non-refundable for change of mind.
- Any product that is purchased as part of a transaction qualifying for a free gift; gift with purchase or bonus offer, the gift or bonus items must also be returned (unless otherwise stated or agreed in writing by Haircity Customer Service). If you are unable to return the gift or bonus or it is not in saleable condition upon its return; 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.
Haircity ‘s change of mind returns policy is in addition to your statutory rights under the Competition and Consumer Act and similar laws. If a product is faulty, not doing what it is supposed to do or is significantly different from its description/sample, then you may be eligible for a refund or exchange.
How to return your product
If you purchased your product from our online store
Please email customer support within 30 days of the purchase date for ‘Change of mind’ returns and within a reasonable time for ‘Consumer Guarantee’ returns.
If your product is authorized for return and further evaluation by us, we will email you a “Postage Paid” parcel label and instructions.
Important information for online purchase returns
For ‘change of mind’ returns, the original shipping fee will not be refunded.
For ‘consumer guarantee’ returns, the original shipping fee will be refunded for refund requests only. Exchanges will be posted free of charge.
If the Online Form is incorrectly completed or the requirements in this policy are not strictly complied with (for example, a product is returned because you believe and have indicated that it is faulty and we later determine it is not faulty, or a product returned for change of mind is not resalable when we receive it) we will be unable to return the product to you, or provide you with a refund or exchange relating to the returned product.
If you purchased your products using a credit or debit card, and you are eligible for a refund, any applicable monies will be processed to the card used to purchase the product.
We’re always here to listen…
If you have any queries about the process, or require further assistance, please email our Customer Service Centre anytime.