Returns & Refunds Policy

Last updated: 10 August 2026

This Returns & Refunds Policy explains when returns, exchanges and refunds may be available.

This policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded.

1. Change-of-Mind Returns

Due to the hygiene-sensitive nature of our hair products, Clip My Hair does not accept returns, exchanges or refunds for change of mind, including where you have selected the wrong colour, length or style.

Refunds or other appropriate remedies are available where required under the Australian Consumer Law, including where a product arrives damaged, faulty or is not as described.

If your order arrives damaged, please:

• Record a video while opening your package so the condition of the parcel and product can be clearly seen.
• Contact us as soon as possible at clipmyhair.au@gmail.com with your order number, a description of the issue, and the unboxing video.
• Keep the product, packaging, tags, seals and any other contents in their original condition while we review your claim.

The unboxing video helps us verify damage that may have occurred before or during delivery. If you do not have a video, please still contact us, as we will assess your claim based on the available evidence and your rights under the Australian Consumer Law.

Change-of-mind returns will not be accepted for hygiene reasons. This does not limit any rights or remedies you may have under the Australian Consumer Law for faulty, damaged or incorrectly supplied products.

2. Hair Products & Hygiene

For hygiene reasons, we generally cannot accept change-of-mind returns of hair scrunchies, hair clips or similar products once the protective packaging has been removed, opened or broken.

Please carefully check the colour, length and product details before removing any hygiene seals or using the product.

This hygiene policy applies to change-of-mind returns only. It does not affect your rights if a product is faulty, damaged, not as described or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

3. Incorrect Colour or Length

Please select your colour and length carefully before ordering.

If Clip My Hair sends you a product different from what you ordered, please contact us at clipmyhair.au@gmail.com so we can arrange an appropriate solution.

4. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, incorrect or significantly different from its description, please contact us as soon as reasonably possible at clipmyhair.au@gmail.com.

Please include:

• Your name
• Order number
• A description of the problem
• Clear photographs or videos showing the issue, where appropriate

We may ask you to return the product so that we can assess the issue.

Where the Australian Consumer Law applies, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and whether the failure is major or minor.

5. How to Request a Return

Before sending an item back, please contact:

clipmyhair.au@gmail.com

Include your order number, unboxing video, images and the reason for your return.

If your return is approved, we will provide you with return instructions and the appropriate return address.

Please do not send products back without contacting us first, as this may delay processing your return.

6. Return Shipping Costs

For approved returns, customers are generally responsible for the cost of returning the item to us.

Original shipping charges are generally not refundable for change-of-mind returns.

Where a product is faulty, damaged, incorrect or otherwise covered by your rights under the Australian Consumer Law, we will comply with our obligations regarding reasonable return costs.

7. Refunds

Once we receive and inspect an approved return, we will notify you of the outcome.

If a refund is approved, it will generally be issued to your original payment method.

Please allow approximately 5–10 business days after the refund has been processed for the funds to appear in your account. Actual processing times may vary depending on your bank or payment provider.

We cannot control processing times once a refund has been submitted to your financial institution.

8. Exchanges

Exchanges are available only for broken products. Where available, exchanges may be requested for eligible, unused products that satisfy our change-of-mind return conditions.

If the replacement product is unavailable, we may offer another available option or a refund where appropriate.

Additional shipping charges may apply to change-of-mind exchanges.

9. Sale & Promotional Items

Unless otherwise stated, sale or promotional items may only be returned for change of mind if they satisfy the eligibility requirements in this policy.

Products sold as final sale or clearance may not be eligible for change-of-mind returns where this was clearly disclosed before purchase.

However, your rights under the Australian Consumer Law continue to apply to faulty or defective products regardless of whether an item was purchased on sale.

10. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, customers may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. Customers may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

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

11. Contact Us

For returns, refunds, exchanges or questions about your order, please contact:

Clip My Hair
Sydney, NSW, Australia
Email: clipmyhair.au@gmail.com

Please include your order number when contacting us so we can assist you as quickly as possible.