EXCHANGE & REFUND

Return and Exchange Information

We are happy to accomodate exchanges & returns within 30 days of placing your order. We will only exchange or refund extensions that have not be opened, worn or tampered with. To request an exchange or refund, simply email us at support@superiorhair.com.au

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Please allow 3 working days for your return to be processed in our warehouse and a further 3-7 business days for the refund to be processed with the bank.

Refunds are applicable to a 10% restocking fee. This restocking fee is to cover the cost of all orders paid via Pay Later method eg Afterpay, and also the cost of fulfillment, shipping and re-stocking.

Tester Pieces

We understand the struggles of colour matching online. This is why we have decided to include tester pieces on the top or bottom compartment of your Clip in, Halo & Ponytail extension packages.  You can use this tester piece to determine if your extensions are a good match to your own hair, without having to open the extension set. Please note that the tester piece is part of the full set, and will need to be shipped back with your extensions for a refund or exchange. 

Please do not tamper with your tester pieces. This includes cutting, dyeing, straightening, curling, washing or toning. We cannot accept extensions that have been tampered with.  

Exchanges, Refunds or Store Credit

Once we have received your extensions back, and have confirmed that they are in acceptable condition, you can choose to exchange them or receive a refund (minus shipping costs incurred by Superiorhair)

Once we receive your return, we will process it as soon as we can. If we have any issues or questions, we will contact you. Otherwise, we will go ahead and process your request. If you have any questions please send an email to info@superiorhair.com.au

Shipping Costs

Customers wishing to return their set will be responsible for all shipping costs. We will deduct the shipping cost incurred by Superior Hair off your refund. 

If you are exchanging your order, you will be required to pay standard shipping fee of $8 AUD to cover the shipping costs. This cost will need to be covered before your order is shipped out.

Faulty/Broken/Damaged Products

If the products received are believed to be faulty/broken/damaged, please send them back to Superior Hair for inspection. Upon inspection, if the products are indeed not of acceptable quality, Superior Hair will reimburse for the return shipping fee, along with the exchange shipping fee (if applicable). If the customer chooses a refund, the refund amount will be processed in 3-5 business days. 

However, if products are not broken, damaged or faulty, the return shipping fee cannot be reimbursed by Superior Hair and exchanges will not be processed until the cost of shipping products back to customers are paid. Superior Hair cannot refund/exchange opened products that are in good condition due to hygiene reasons. Please see "return and exchange information" for more details. 

Do I need to pay for my own shipping for refunds/exchanges?

Any fees or costs of returning your purchases cannot be covered by Superior Hair Extensions. We highly recommend you to add a tracking number when sending your package back to us, as we are not responsible for lost packages. 

If you are exchanging your order, Superior Hair will cover the cost of shipping back to you, but do not offer reimbursement for shipping to us.

I’ve requested a refund. When will I receive it?

Once we have received the package and have confirmed that they are in acceptable condition, it may take 3-5 days for you to receive your refund. Please note that we process refunds as soon as possible, and refunds may take longer to show up for you depending on your financial institutions.  

I forgot to use my discount code or sign in to my trade account — can you apply the discount afterwards?

We completely understand mistakes happen! Unfortunately, we’re unable to apply trade discounts or promotional codes to orders once they’ve been placed. No refunds will be given, but we’re happy to arrange store credit instead.

For verified trade account customers who forgot to log in when ordering, store credit can be issued for eligible orders.

No discount stacking allowed.

Can I cancel/change my order?

We know you’re excited to receive your order quickly — and so are we! Because we ship so fast, we’re unfortunately unable to make changes or cancellations once an order has been placed.

But we’re always happy to arrange store an exchange once your order arrives.

I’ve requested an exchange. When will I receive it?

Once we have received the hair and have confirmed that they are in acceptable condition, it will take us 1-2 business days to process and ship out your new order. An email will be sent to you once your new order has been shipped.  

Can I get Colour Matched?

100%! Our Colour Match page has all the information you need to find the perfect set for you. 

Will my shipping costs be refunded?

Return costs will be refunded if the product is found to be faulty, broken or damaged. 

What is the exchange/refund period?

We are happy to accommodate exchanges/refunds within a 30 day period.  

How do I find my order number?

When you purchase your order, there will be an order number allocated. This will be sent to your email that you have provided us. 

Why can I not exchange/refund an opened set?

All of our extensions are human hair. This means that by law, we are considered a hygiene product. Superior Hair follows hygiene guidelines very strictly, and therefore if we receive any extensions that are opened, or have been worn or tampered with, we will not process your exchange/refund.

Opened sets of extensions will not be resold. You can be assured that when you receive your extensions, they are clean and have not been used by others. 

My extensions are faulty. What do I do?

In the rare case that you believe your extensions may be faulty, please fill out our Quality Control Form. Quality issues are extremely uncommon for us, but we take them very seriously. Once we receive your form, our team will promptly review it and be in touch with you as soon as possible.

CONTACT US

If you have any questions or suggestions about our Privacy Policy, do not hesitate to contact us at: support@superiorhair.com.au