Refund policy
At Aurelia Hair Co, every order is prepared with care and attention to quality. As our hair extensions are a premium product, we have specific requirements for returns and exchanges to protect the hygiene, quality and integrity of our products.
Change of Mind
We do not accept returns or provide refunds for change-of-mind purchases, including choosing the incorrect colour, weight or extensions method.
We strongly recommend purchasing our colour ring or contacting Aurelia Hair Co for assistance with colour matching before placing an order.
Hair Extensions & Product Condition
For hygiene and quality-control reasons, hair extensions can only be considered for return if they are:
- Unworn and Unused
- Uncut and Unaltered
- Not Washed, Coloured, Toned, chemically treated or head styled
- In their original packaging
- Unopened from original packaging
- In the same condition in which they were received
Once hair extensions have been worn, installed, opened, altered or chemically treated, they are not eligible for return or refund due to change of mind.
Colour & Natural Hair Variations
Please note that the colour of hair extensions may appear slightly different depending on lighting conditions, photography, screen settings and individual device displays. For this reason, the colour shown online may vary slightly from the actual hair colour received.
As our hair extensions are made from 100% human hair, natural variations and minor imperfections may occur. These can include subtle differences in tone, texture, strand thickness, colour variations or the appearance of individual strands. These Characteristics are a natural part of genuine human hair and are not necessarily considered a defect.
Slight variations may also occur between batches due to the natural characteristics of human hair and the colouring process.
For the most accurate colour selection, we strongly recommend purchasing an Aurelia Colour Ring or contacting us via WhatsApp and have our team help find the best possible match for you.
Custom & Special Orders
Custom-made, Custom-Coloured, Special Orders and bespoke products are non-refundable for change of mind.
This includes custom lengths, colours and products ordered higher than 22".
Incorrect or Faulty Items
If you believe you have received an incorrect, damaged or faulty product, please contact us within 7 days of receiving your order at: hello@aureliahairextensions.com or via WhatApp -Link is located in our bio on our Instagram page.
Please provide your order number, a description of the issue and clean photographs or videos showing the product and packaging.
We will assess the issue and, where required under Australian Consumer Law, provide an appropriate remedy, which may include replacement or refund.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
If a product is faulty, unsafe, significantly different from its description, or does not meet the consumer guarantees that apply under the Australian Consumer Law, you may be entitled to a remedy regardless of this policy.
Return Approval
A return must be approved by Aurelia Hair Co before the product is sent back.
Unauthorised returns may not be accepted.
If a return is approved, customers are responsible for ensuring that product is securely packaged and returned in its original condition unless otherwise advised by Aurelia Hair Co.
Refund Processing
Approved refunds will be processed to the original payment method where possible.
Refund processing times may vary depending on the payment provided or financial institution.
Original shipping cost are generally non-refundable.