Returns & Credit Policy

(For Online Store Purchases)

Last updated: October 2025

At Hairloom Collective, we want you to feel confident when shopping with us. If something isn’t quite right, we provide flexible solutions in line with the Australian Consumer Law (ACL) and our store guidelines outlined below.

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1. Change-of-Mind Returns

For change-of-mind purchases, we offer a store credit note (not a refund).

To be eligible for a credit note, items must be:

  • Returned within 7 days of delivery

  • Unopened, unused, and in original condition

  • Packaging fully intact and undamaged

  • All gift-with-purchase items returned

  • Valid proof of purchase provided

Customers are responsible for return postage costs for change-of-mind returns.

Store credit terms:

  • Issued once the return is approved and received

  • Valid for 3 months

  • Can be used to place a new order on our online store

  • Not redeemable for cash

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2. Faulty, Damaged or Incorrect Items ‍

If your order is faulty, damaged or incorrect, we will meet our obligations under the Australian Consumer Law (ACL).

Depending on the issue, you may be entitled to:

  • A replacement,

  • A store credit, or

  • In cases of major faults, a refund (as required by ACL)

  • Please contact us within 5 days of receiving your order, and include

  • Your order number

  • Photos of the issue

  • A brief description of the problem

We will assess the claim and provide the appropriate remedy.

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3. Returns Process

To begin a return, please email:

We will provide:

  • A Return Authorisation Number (RAN)

  • Instructions on how to send the product back

Please do not return items without a RAN, as we cannot guarantee processing.

Alternatively, you may visit our salon:

  • 225 Main Street, Osborne Park WA 6017

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4. Processing Timeframes

Once your returned item is received and inspected, we will notify you of the outcome.

  • Store credits: issued within 3–5 business days

  • Replacements: dispatched as soon as stock is available

  • Refunds (ACL-required faults only): may take 5–7 business days to appear, depending on your bank

Shipping fees are non-refundable, except where Hairloom Collective is at fault.

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5. Items Not Eligible for Return

We cannot accept returns for:

  • Items purchased outside our online store

  • Products that have been opened, used, tested or tampered with

  • Hygiene-sensitive items where the seal is broken

  • Sale, clearance or promotional items (unless faulty under ACL)

  • Products damaged due to misuse or incorrect storage

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6. Exchanges

We do not offer direct exchanges.

You may return eligible items for a store credit and place a new order

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7. Consumer Guarantees

‍Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

If a product fails to meet consumer guarantees, you may be entitled to a repair, replacement or refund, depending on the nature of the fault.