Refund policy
Return, Refund & Warranty Policy
At Hairgrow Australia, we want you to feel confident when shopping with us. This policy explains how returns, refunds, exchanges, and product-related claims are handled when you purchase from our website.
This policy applies to purchases made directly through the Hairgrow Australia online store.
Nothing in this policy is intended to remove, restrict, or replace any rights you may have under the Australian Consumer Law (ACL).
1. Change-of-Mind Returns
If you change your mind about a purchase, you may request a return within 30 days of receiving your order, provided the product meets our return requirements.
For change-of-mind returns:
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The product must be unused and in its original condition.
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The product should be returned in its original packaging where reasonably possible.
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Products that have been opened, used, damaged, or altered may not be eligible for a change-of-mind refund.
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Original shipping costs are generally non-refundable for change-of-mind returns.
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Return postage costs may be the responsibility of the customer.
We reserve the right to refuse a change-of-mind return where the product does not meet the applicable return conditions.
Hygiene and Personal-Care Products
For health, hygiene, and safety reasons, certain personal-care or hair products may not be eligible for return once opened or used.
If you are unsure whether your product can be returned, please contact our customer service team before sending it back.
2. Products That Arrive Damaged or Defective
If your order arrives damaged, defective, faulty, or otherwise does not meet the guarantees applicable under Australian law, please contact us as soon as reasonably possible.
We may ask you to provide:
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Your order number.
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Your name and contact details.
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A description of the problem.
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Photographs or video showing the issue.
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Photographs of the product packaging where relevant.
We will assess the issue and determine the appropriate remedy in accordance with your rights under the Australian Consumer Law.
Depending on the circumstances, the remedy may include a:
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Replacement;
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Repair;
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Refund; or
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Other remedy required by law.
You will not be charged a return cost for a product that is confirmed to be faulty or otherwise covered by a consumer guarantee where the law requires us to cover those costs.
3. Incorrect Product
If we send you the wrong product, please contact us before returning it.
Once we confirm the error, we will provide instructions for returning the incorrect product and arrange an appropriate replacement or refund.
Where the incorrect product was sent due to an error on our part, we will cover reasonable return and replacement costs.
4. Missing Items
If an item appears to be missing from your order, please contact us with your order number and details of the missing product.
We may ask for photographs of the package and its contents to help us investigate the issue.
After reviewing the circumstances, we may arrange for the missing item to be sent to you or provide another appropriate remedy.
5. Refunds
Once an approved return has been received and inspected where necessary, we will process the applicable refund.
Refunds will generally be issued using the original payment method.
Depending on your payment provider or financial institution, it may take additional time for the refunded amount to appear in your account.
We will notify you once your refund has been processed.
6. Refunds for Change of Mind
For approved change-of-mind returns, the refund will generally cover the purchase price of the returned product.
Unless required by Australian law, the following may not be refundable:
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Original shipping charges;
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Express shipping charges;
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Optional shipping upgrades;
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Other services specifically purchased in connection with the original delivery.
Return shipping costs for change-of-mind returns may also be the responsibility of the customer.
7. Exchanges
Where appropriate, we may offer an exchange for another product.
An exchange may be subject to:
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Product availability;
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The condition of the returned product;
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Applicable return requirements; and
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Any difference in product price.
If the replacement product costs more, you may be required to pay the difference.
If it costs less, we may refund the difference where applicable.
Nothing in this section limits your rights under the Australian Consumer Law.
8. Store Credit
Where permitted and where you choose this option, Hairgrow Australia may offer store credit instead of a monetary refund.
Store credit may be issued as a digital gift card or another electronic credit and may be subject to the terms communicated when the credit is issued.
You are not required to accept store credit where Australian law gives you a right to another remedy.
9. Products Purchased From Third Parties
If you purchased a Hairgrow Australia product through an authorised third-party retailer or marketplace, please contact the retailer where you originally made the purchase.
Our ability to process a return or refund may depend on where the product was purchased.
Proof of purchase may be required.
10. Products Purchased on Sale
Sale, promotional, or discounted products remain subject to applicable consumer guarantees.
A discounted product may still be eligible for a refund, replacement, repair, or other remedy where required under Australian law.
However, unless required by law, we may not accept change-of-mind returns for products specifically identified as final sale at the time of purchase.
11. Warranty and Consumer Guarantees
Products purchased from Hairgrow Australia come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Depending on the circumstances, you may be entitled to a repair, replacement, refund, or compensation for reasonably foreseeable loss or damage where a product fails to meet the applicable consumer guarantees.
Our voluntary warranty, if one applies to a particular product, is provided in addition to—not instead of—your rights under Australian law.
A warranty does not limit or replace your statutory consumer rights.
12. Situations Not Covered by a Voluntary Warranty
Where a voluntary manufacturer's or store warranty applies, it may not cover problems caused by circumstances such as:
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Misuse of the product;
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Failure to follow product instructions;
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Accidental damage;
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Unauthorised modifications;
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Improper storage;
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Normal deterioration or wear and tear; or
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Damage caused by circumstances outside the intended use of the product.
These exclusions do not affect any rights you may have under the Australian Consumer Law.
13. How to Request a Return
To request a return, please contact Hairgrow Australia through our customer service channel and provide:
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Your name;
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Order number;
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Product you wish to return;
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Reason for the return; and
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Photographs or other information where relevant.
Please do not send products back before receiving return instructions from our team.
Once your request has been reviewed, we will provide the appropriate return instructions.
14. Return Shipping
For approved change-of-mind returns, the customer may be responsible for the cost of returning the product to us.
Where a product is confirmed to be faulty, defective, incorrectly supplied, or otherwise covered by a consumer guarantee requiring us to cover return costs, Hairgrow Australia will cover reasonable return shipping costs as required by law.
We recommend using a tracked delivery service when returning an item, as the customer may remain responsible for the product until it reaches us in circumstances where the customer is responsible for the return.
15. Return Condition
Returned products should be packaged securely to prevent damage during transportation.
Where a return is being requested because of a change of mind, the product should be returned in the condition required under this policy.
We may be unable to approve a change-of-mind return if the product has been used, damaged, altered, or otherwise does not meet the applicable return requirements.
This does not affect your rights where the product is faulty or does not comply with Australian Consumer Law guarantees.
16. Health and Personal-Care Products
Hair-care products are intended to be used according to their individual product instructions.
If you experience an unexpected reaction or other concern while using a product, discontinue use where appropriate and seek professional medical advice if necessary.
For safety and hygiene reasons, opened or used personal-care products may not be eligible for change-of-mind returns.
This restriction does not apply where you have a valid consumer guarantee claim or another legal right to a remedy.
17. International Orders
If Hairgrow Australia offers international shipping, international customers may be subject to additional taxes, duties, customs charges, or import requirements imposed by the destination country.
Unless otherwise stated at checkout, these charges are generally the responsibility of the customer.
International returns may also be subject to additional shipping requirements and costs.
Nothing in this section limits any rights that cannot legally be excluded in the relevant jurisdiction.
18. Return Processing Times
We aim to process approved returns as quickly as reasonably possible.
After receiving a returned product, please allow 5–10 business days for our team to assess the return and process an applicable refund.
After the refund has been issued, your bank or payment provider may require additional processing time before the funds appear in your account.
19. Proof of Purchase
We may request reasonable proof of purchase before processing a return, refund, exchange, or warranty claim.
Examples may include:
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Order confirmation;
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Receipt;
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Invoice;
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Transaction record; or
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Order number.
20. Australian Consumer Law
Hair Grow Australia acknowledges that Australian consumers have statutory rights under the Australian Consumer Law.
Our products come with guarantees that cannot be excluded under the ACL.
Where a product has a major failure, you may generally have the right to choose a refund or replacement. For other failures, you may be entitled to have the product repaired or replaced, subject to your legal rights and the circumstances of the issue.
You may also have rights to compensation for reasonably foreseeable loss or damage caused by a failure covered by the consumer guarantees.
Our policies are not intended to limit these rights.
21. Policy Changes
We may update this Return, Refund & Warranty Policy from time to time to reflect changes to our products, services, business practices, or legal requirements.
The latest version will be published on our website with the relevant update date.
22. Contact Hair Grow Australia
If you have questions about a return, refund, exchange, damaged product, or warranty claim, please contact our customer service team.
Please include your order number whenever possible so that we can locate your purchase and assist you more efficiently.
Hair Grow Australia
Email: hairgrowth@email.com
Website: Hair Grow Australia