Refund & Exchange Policy

Hair Candy Hair Extensions Refund Policy

The following section applies to Tape Hair Extensions, Weft Hair Extensions, Keratin Bond Extensions & Clip-in Hair Extensions.

        1. Do you have a return policy or exchange policy?

Yes, You must contact us first at (info@haircandy.com.au) within the industry leading thirty (30) day exchange period. We We find that we have very low return rates and are proud of the high-quality hair extensions that we offer. We do understand that there may be an instance in which you do need to exchange your Hair Candy order and we are more than happy to accommodate this by either exchanging the hair or providing you with a store credit, however, this is only on hair extensions that have not been opened, worn or tampered with.

**Be sure to include the TESTER portion from your set of Hair Candy Clip-Ins as it is part of the set of extensions! The TESTER piece may NOT be coloured, cut or altered in any way in order to still receive a refund for the extensions.**

 

  1. What if my shipment doesn't arrive?

All Hair Candy orders include tracking numbers. If you would like a signature upon delivery this will be at an additional cost to you, this option can be specified when finalizing your Hair Candy Order.

If there are any queries about the whereabouts of your order this can be followed up through Australia Post 

 

  1. May I return my order?

We are more than happy to accommodate exchanges on hair extensions that have NOT been opened, worn or tampered with. You may return your Hair Candy Hair Extensions order ONLY if they have been unused and returned in original Hair Candy packaging as received. . 



  1. Why are Hair Candy Hair Extensions non-returnable if opened from the pack or used?

Human hair extensions are considered a hygienic product. Therefore, we do not offer exchanges if the hair has been used or removed from the packaging as we as a business feel that we cannot sell or reuse hair that has already been applied.

 

  1. How do I make an exchange?

You must contact us first at (info@haircandy.com.au) within the seven 7 day return period. In your email please enclose your order number and wholesale client details. Someone from our Hair Candy whole team will then contact you within 2 business days and forward you a copy of our hair extensions return form which can be completed online and sent back for our Wholesale accounts manager to review. We will then request the hair be returned to Hair Candy Extensions Shop 6A 340 Hope Island Road, Hope Island 4212 QLD. Once the hair is received we will assess the hair and contact you within 2 business days with a resolution. 



  1. Do I have to pay for the shipping of my return?

Yes, You are responsible for all return or exchange shipping costs and we recommend that you send your return with a tracking number because Hair Candy will not be responsible for lost returns. 

 

  1. When will I receive my exchange or store credit?

A full exchange or store credit excluding original shipping cost, will be issued to your original payment method after we have received, inspected and confirmed that the returned hair extensions were not used or taken out of the packaging. 

 

  1. May I return Hair Candy Hair Extensions without contacting you?

No. You must contact us prior to sending your return.



  1. How may I contact you?

You may contact us by e-mail at info@haircandy.com.au and we will reply to your email within 2 next business day.

If you wish to exchange your item(s) please follow our exchange policy.

 

Hair Candy Hair Extensions Exchange Policy

  1. Do you have an exchange policy?

Hair Candy completely understands that it can be difficult picking the right color from a computer screen, so we are happy to exchange your unopened Hair Candy Hair Extension set for a set of the right color within seven 7 days of you receiving your order. Due to hygienic reasons we only exchange items that have not been opened, worn or tampered with. To avoid this we do have sample pieces that can be purchased for a small fee so you can test which colour suits you best. You are also welcome to email us (info@haircandy.com.au) a picture of your hair colour and we can suggest our closest match.

 

**Be sure to include the TESTER portion from your set of Hair Candy Set as it is part of the set of extensions!! The TESTER piece may NOT be died, cut or altered in any way in order to still receive a refund for the extensions!**



  1. May I exchange my order?

We are more than happy to accommodate exchanges of hair extensions that have NOT been opened, worn or tampered with.

You may exchange your Hair Candy Hair Extensions order ONLY if they are not used and in original packaging. 



  1. Why are Hair Candy Hair Extensions non-exchangeable if opened?

Human hair extensions are a hygienic product. We take matters of hygiene and public safety seriously and DO NOT ALLOW open items to be returned for the safety of all of our clients.



  1. How can I exchange my hair extensions to the right color?

You must contact us first at (info@haircandy.com.au) within the industry leading thirty (30) day exchange period. We will respond within the next two business days. All Hair Candy Hair Extensions must be shipped back unopened in the original packaging and the packaging must not be defaced in any way or an exchange will not be issued. The tester piece must also be enclosed in the return packaging. All exchanges must be accompanied by a copy of your invoice.

We will then provide you with our return address on the Gold Coast, Australia, where the exchanged item will be inspected to see if you qualify for an exchange. Opened merchandise will not be exchanged.



  1. Do I have to pay for the shipping of my exchange?

Yes, You are responsible for all exchange shipping costs and we recommend that you send your exchange with a tracking number as Hair Candy Hair will not be held responsible for lost returns. 

Shipping costs associated with us sending you your exchange will apply. This amount to be stated prior to your exchange been sent out. This can be paid using paypal OR www.haircandy.com.au/make_payment.html include the amount in the package when you send it back to us.



  1. When will I receive my exchange?

We will send you the different color hair extensions after we have received, inspected, and confirmed that the returned hair extensions were not opened, which is protected by a security seal.



  1. What is the exchange period?

We will provide an exchange for unopened hair extensions within industry leading thirty (30) days of the date that you receive your hair extensions.



  1. May I return the extensions without contacting you first?

No. You must contact us prior to sending your exchange. Please note that exchanges for merchandise returned without contacting us will be denied as returns cannot be accepted at our salon.



  1. How may I contact you?

You may contact us by e-mail at info@haircandy.com.au and we will reply to you within the next business day.

 

Hair Candy Hair Extensions Guarantee

The following section applies to Tape Hair Extensions, Weft Hair Extensions and Keratin Bond Extensions. For Clip-in Extensions please read the return & exchange policy above.

Hair Candy offers a guarantee on our Tape, Weft and Keratin Bond hair Extensions. We pride ourselves on using only the highest quality of hair available and therefore find our return rates to be quite low.

By purchasing Hair Candy Extensions online, in person, or over the phone, you agree to the following Terms & Conditions:

 

  1. You must contact us within 30 Days of making a purchase. Any issues arising after 30 days of purchase are not eligible for a refund or replacement. This time frame is from the date of purchase, not the date of application. Please contact info@haircandycom.au immediately if there is a problem with the Hair Extensions.

 

     2. We provide a satisfaction guarantee against the following:

Wefts and Tape extensions:

  • Shedding of the extensions
  • Dryness of the Hair

 

Keratin Bonds:

  • Dryness of the Hair

 

  1. We do NOT provide a guarantee for extensions that fall out, slip or don't stick. We do not take responsibility as to how the extensions are applied in the hair. We do NOT provide a guarantee for Keratin Bonds shedding as this can be caused by incorrect application.

 

  1. Any issues with the Hair Extensions must be submitted to Hair Candy in writing with clear photographic evidence showing the problem within 30 Days of purchase. We can not accept a return if there is no written explanation and photographic evidence submitted to us first. Send all evidence to info@haircandy.com.au

 

  1. All hair extensions must be returned to us first before we can determine if a replacement or partial refund is granted (Faulty hair only). 

 

  1. We only guarantee the hair when professional salon products are purchased along with the hair extensions service. Receipt evidence must also be submitted.

 

  1. Any hair extensions that we find to have been coloured, bleached or permed are not eligible for a replacement or partial refund. This is determined by management after testing the extensions.

 

In using this website you are deemed to have read and agreed to these Terms and Conditions. The following terminology applies to these Terms and Conditions and any or all Agreements:

“You”, “Your” and “Yourself” refers to you, the person accessing this website and accepting Our Terms and Conditions.

“Our”, “Ourselves”, “We” and “Us”, refers to Hair Candy Hair Extensions.

“Party”, “Parties”, or “Us”, refers to both You and Us, or either You or Us.

All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of Our assistance to You in the most appropriate manner, whether by formal meetings of a fixed duration, or any other means, for the express purpose of meeting Your needs in respect of provision of Our stated services/products, in accordance with and subject to, prevailing Australian Law. Any use of the above terminology or other words in the singular, plural, capitalisation and/or he/she or they, are taken as interchangeable and therefore as referring to same.

 

Privacy and Confidentiality

We are committed to protecting Your privacy. Our authorised employees, on a need to know basis, only use any information collected from individual customers. We constantly review Our systems and data to ensure the best possible service to Our customers. View Our Privacy Policy on this website for more information.

Exclusions and Limitations

The information on this website is provided on an “as is” basis. To the fullest extent permitted by law, We exclude:

 

all representations and warranties relating to this website and its contents or which is or may be provided by any affiliates or any other third party, including in relation to any inaccuracies or omissions in this website and/or Our literature; and

all liability for damages arising out of or in connection with Your use of this website. This includes, without limitation, direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised Us of the possibility of such potential loss), damage caused to Your computer, computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages.

We do not however exclude liability for death or personal injury caused by Our negligence. The above exclusions and limitations apply only to the extent permitted by law. None of Your statutory rights as a consumer are affected.

 

Payment

We accept payment via the methods listed when placing an order through our website. All goods, whether physical or digital, remain Our property until paid for in full.

 

Prices

Prices of products and services and delivery and other charges displayed on this website are current at the time of issue, but may change at any time and are subject to availability.

Goods and Services (“GST”) and Other Taxes

Prices displayed on this website are inclusive of GST, applied at the rate of 10%.

Termination of Agreements and Refunds Policy

Both Parties have the right to terminate any Services Agreement for any reason, including the ending of services that are already underway. No refunds shall be offered, where a service is deemed to have begun and is, for all intents and purposes, underway. Any monies that have been paid to us which constitute payment in respect of the provision of unused Services, shall be refunded. Products must be proven to be faulty or incorrectly prescribed by Us, if applicable, for a refund to occur.

 

Availability

Unless otherwise stated, the products and services featured on this website are only available within Australia. You are solely responsible for evaluating the fitness for a particular purpose of any downloads, programs and text available through this website. Redistribution or republication of any part of this website or its content is prohibited, including such by framing or other similar or any other means, without Our express written consent. We do not warrant that the service from this website will be uninterrupted, timely or error free, although it is provided to the best of Our ability. By using this website you thereby indemnify Us, Our employees, agents and affiliates against any loss or damage, in whatever manner, howsoever caused.

Log Files

We use IP addresses to analyse trends, administer the website, track user’s movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information. Additionally, for systems administration, detecting usage patterns and troubleshooting purposes, Our web servers automatically log standard access information including browser type, access times/open mail, URL requested, and referral URL. We do not share this information with third parties and the information is used within Our organisation on a need-to-know basis. Any individually identifiable information related to this data will never be used in any way different to that stated above without Your explicit permission.

Cookies

Like most interactive websites, Our website [or ISP] uses cookies to enable us to retrieve user details for each visit. Cookies are used in some areas of Our website to enable the functionality of this area and ease of use for those people visiting. Some of Our affiliate partners may also use cookies.

Links from this website

We do not monitor or review the content of the websites of other parties which are linked to from this website. Opinions expressed or materials appearing on such websites are not necessarily shared or endorsed by us and should not be regarded as the publisher of such opinions or material. Please be aware that we are not responsible for the privacy practices, or content, of these websites. We encourage users to be aware when they leave Our website and to read the privacy statements of all websites. You should evaluate the security and trustworthiness of any other website connected to this website or accessed through this website Yourself, before disclosing any personal information to them. We will not accept any responsibility for any loss or damage in whatever manner, howsoever caused, resulting from Your disclosure to third parties of personal information.

 

Copyright Notice

Copyright and other relevant intellectual property rights exist on all text relating to Our services and the full content of this website.

 

Communication

We have several different e-mail addresses for different queries. These and other contact details can be found on the Contact page on Our website, via Our literature or via Our stated telephone, facsimile or mobile telephone numbers.

If You have opted in to Our website’s newsletter then We may export and/or synchronise Your information with Our other direct marketing applications as We see fit. You may opt out at any time by signing into Your account and changing Your subscription settings, or follow the unsubscribe/update profile links in Our newsletters.

We may also contact You directly via this website or any other medium necessary to notify You about important updates to Our terms or products, or Your orders.

Force Majeure

Neither Party shall be liable to the other for any failure to perform any obligation under any Agreement which is due to an event beyond the control of such Party including but not limited to any Act of God, terrorism, war, Political insurgence, insurrection, riot, civil unrest, act of civil or military authority, uprising, earthquake, flood or any other natural or human made eventuality outside of Our control, which causes the termination of an agreement or contract entered into, nor which could have been reasonably foreseen. Any Party affected by such event shall forthwith inform the other Party of the same and shall use all reasonable endeavours to comply with the terms and conditions of any Agreement contained herein.

 

Waiver

Failure of either Party to insist upon strict performance of any provision of this or any Agreement or the failure of either Party to exercise any right or remedy to which it, he or they are entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this or any Agreement. No waiver of any of the provisions of this or any Agreement shall be effective unless it is expressly stated to be such and signed by both Parties.

 

General

By accessing this website you consent to these terms and conditions. If any of these terms are deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), then the invalid or unenforceable provision will be severed from these terms and the remaining terms will continue to apply. Failure by Us to enforce any of the provisions set out in these Terms and Conditions and any Agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any Agreement or any part thereof, or the right thereafter to enforce each and every provision. These Terms and Conditions shall not be amended, modified, varied or supplemented except in writing and signed by Our duly authorised representatives.

 

Notification of Changes

We reserve the right to change these conditions from time to time as We see fit and Your continued use of this website will signify Your acceptance of any adjustment to these terms. If there are any changes to Our privacy policy, We will announce that these changes have been made on Our home page or on other key pages on Our website. If there are any changes in how We use Our customers’ Personally Identifiable Information, notification by e-mail or postal mail will be made to those affected by this change. Any changes to Our privacy policy will be posted on Our website 30 days prior to these changes taking place. You are therefore advised to re-read this statement on a regular basis.

 

These terms and conditions form part of the Agreement between You and Us. By accessing this website and/or undertaking any particular activity, such as placing orders or submitting forms, indicates Your understanding, agreement to and acceptance of the full Terms and Conditions contained herein. Your statutory Consumer Rights are unaffected