Refund Policy

Refund policy

At Hair Contourer, we are committed to ensuring your satisfaction with our products. If, for any reason, you receive a wrong product or a damaged item, we offer a hassle-free return process to address your concerns.

Eligibility for Return:
1. Wrong Product: If you receive a product that does not match the item you ordered, we will gladly accept the return.
2. Damaged Product: In the unfortunate event that your product arrives damaged, we will initiate the return process to resolve the issue promptly.

Timeframe:
To be eligible for a return, you must notify us within 30 days from the date of receipt of the product. Requests for returns beyond this timeframe may not be accepted.

Condition of the Product:
To qualify for a return, the product must be in the same condition as when you received it. It should be unused, undamaged, and returned in its original packaging. Please ensure that all accessories, tags, and labels are intact.

Return Process:
To initiate a return, please follow these steps:
1. Contact our customer support team within the specified 30-day window, providing your order details and a description of the issue.
2. Our customer support representative will guide you through the return process and provide you with a return shipping label, if applicable.
3. Carefully package the product, including all original accessories and packaging, and affix the return shipping label.
4. Drop off the package at the designated shipping provider's location or arrange for a pickup, as instructed by our customer support team.

Customer must pay postage of the return items. 

Refund:
Once we receive the returned product and verify its condition, we will process the refund within a reasonable timeframe. The refund will be issued to the original payment method used for the purchase. Please note that shipping and handling charges are non-refundable.

Non-Returnable Items:
Certain items, such as personalized or custom-made products, may not be eligible for returns unless they are defective or damaged upon receipt.

We are committed to providing you with the best possible shopping experience, and we strive to resolve any issues with your order promptly and professionally. If you have any questions or need further assistance regarding our return policy, please do not hesitate to contact our dedicated customer support team.

Thank you for shopping with

Hair Contourer,. Your satisfaction is our top priority.

Frequently asked questions

How long does it take for home delivery?

For global destinations, the delivery time for Hair Contourer products is estimated to be between 4 to 10 business days. This timeframe ensures that customers worldwide can anticipate the arrival of their orders within this specified period. Please note that actual delivery times may vary based on factors such as location, customs processes, and other logistical considerations. Feel free to reach out to our customer support for any specific inquiries regarding your order's delivery. 🌏✈️

What courier do you use for deliveries?

We use DHL as well as Australia post

How much is shipping?

We offer free shipping to Australia and New Zealand on all orders. Plus, enjoy complimentary shipping on orders over $100 to the USA.

Do you deliver on Weekend?

No, our courier company do not offer the service to deliver on weekends currently.

Can I collect from a local store?

No, we are 100% online so we cut out the middle man also fancy show rooms to give you the best price!

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete. We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it. Should you have any queries about your return, please feel free to contact our Customer Service team via email

I haven’t received a dispatch email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain haircontourer.com to your safe senders list.

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What payment methods do you accept on your online store?

We accept major credit cards (Visa, MasterCard, American Express), PayPal, and offer additional payment options like Afterpay, Apple Pay or Google Pay.

How can I track my order once it's been placed?

You will receive a confirmation email with a tracking link once your order ships. Click the link to monitor your shipment's progress in real-time. You can also track shipping by entering tracking number on our store tracking page. https://haircontourer.com/apps/track123

What is your return policy if I'm not satisfied with my purchase?

We offer a 30-day return policy for most products. Please review our return policy page for detailed instructions on initiating a return.

Effective Date: 30/10/23

1. Introduction: We at hair-contourer are committed to providing you with the best possible shopping experience. To ensure your satisfaction, we offer a 30-day return policy, in accordance with Australian consumer law. Please read this policy carefully to understand your rights and responsibilities.

2. Eligibility: To be eligible for a return, the following conditions must be met:

  • The product must be in its original condition, unused, and in its original packaging.
  • Proof of purchase (receipt or order number) is required.
  • The return request must be initiated within 30 days from the date of purchase.

3. Exclusions: The following items are not eligible for return:

  • Perishable goods.
  • Personalized or customized items.
  • Earrings, undergarments, or any other items for hygiene reasons.
  • Items that have been used, damaged, or altered.
  • Products sold as "final sale" or "clearance."

4. Return Process: To initiate a return, please follow these steps:

  • Contact our customer service team at sales@haircontourer.com to inform them of your intention to return the item.
  • Package the item securely, including all original accessories and documentation.
  • Ship the item back to the address provided by our customer service team.

5. Return Shipping Costs: Customers are responsible for the cost of return shipping. We recommend using a trackable shipping method to ensure the safe return of the item. hair-contourer will not be responsible for any lost or damaged return shipments.

6. Inspection and Refund: Upon receiving the returned item, our team will inspect it to ensure it meets the return criteria. If the item is approved for return, a refund will be issued to the original payment method within 20 business days.

7. Restocking Fee: A restocking fee of 10% may apply to returns of certain items. This fee will be deducted from the total refund amount.

8. Consumer Guarantees: Your rights under Australian Consumer Law are not limited by this policy. If the product is faulty or does not meet consumer guarantees, you have the right to a repair, replacement, or refund, as applicable.

9. Contact Us: If you have any questions or require assistance with the return process, please contact our customer service team sales@haircontourer.com

10. Policy Updates: We reserve the right to make changes to this return policy. Any updates will be posted on our website and will be effective immediately.

sales@haircontourer.com 

Haircontourer.com

1 Sand street, Tweed heads, NSW 2485

Can I change my shipping address after I've placed an order?

Contact our customer support team immediately if you need to change your shipping address. We will assist you in updating the information if possible.

Are the products on your website authentic and genuine?

Yes, all the products we sell on our website are guaranteed to be authentic and genuine.

What should I do if I receive a damaged product?

Please contact our customer support team with photos of the damaged product, and we will assist you in arranging a replacement or refund.

Can I subscribe to receive regular product updates and promotions?

Yes, you can subscribe to our newsletter to receive regular product updates, promotions, and exclusive offers. Click here to subscribe https://haircontourer.com/pages/contact

Do you offer any discounts for bulk or wholesale orders?

We may offer discounts for bulk or wholesale orders. Please contact our customer sales team at sales@haircontourer.com for inquiries about large orders.

What types of hair products do you sell?

We offer a wide range of hair products, including hair curlers, brushes, combs styling products, hair tools and devices and more. Check our website for our complete product catalogue.

Are your hair products safe to use on chemically treated hair?

All of our products are safe for use on chemically treated hair, but we recommend checking product descriptions and consulting with your hairstylist for specific recommendations.

Are there any video tutorials or guides on how to use your products?

Yes, we have video tutorials and usage guides available on our website and social media channels to help you make the most of our products.

Are there any loyalty programs or discounts for returning customers?

Yes, we have a loyalty program that rewards returning customers with discounts and exclusive offers. You can learn more about it on our website.

Are your hair products cruelty-free?

Yes, the majority of our hair products are cruelty-free. Look for specific product details and labels on our website for confirmation.

What does the 12-month warranty cover?

The warranty covers manufacturing defects and faults in materials or workmanship for a period of 12 months from the date of purchase.

How do I activate or register my product warranty?

Most products are automatically covered under the warranty upon purchase, so there's no need for separate registration. Keep your proof of purchase (receipt) for warranty claims.

Is accidental damage covered by the warranty?

No, accidental damage, misuse, or abuse of the product is not covered by the warranty. The warranty only covers defects in materials and workmanship.

How long does it take to process a warranty claim?

The processing time for warranty claims can vary but generally takes a few business days to a few weeks, depending on the nature of the claim and the need for inspection or repair.

Does the warranty cover consumable parts like batteries or filters?

Consumable parts and accessories such as batteries, filters, or blades are typically not covered under the warranty. They may have their own limited warranty or replacement policy.

How can I contact your customer support team if I have further questions or issues?

You can contact our customer support team through our website's contact page, via email, or through our customer support hotline. We are here to assist you with any inquiries or issues you may have.

"Get in Touch with Us!"

Our team is always here to help you out, no matter what your query may be. Whether you want to know more about our products, need assistance with placing an order, or just want to say hi, we'd love to hear from you. So don't hesitate to drop us a line - we promise to get back to you as soon as possible!

 

Reach Out for Expert Help!

How does Afterpay work?

With Afterpay, you can make a purchase and choose Afterpay as your payment method during checkout. Your total order amount will be divided into four equal payments, which you'll pay every two weeks.

Do I need to create an Afterpay account?

Yes, you'll need to create an Afterpay account if you haven't already. It's a simple process that can be done during checkout.

Is there a credit check or interest with Afterpay?

Afterpay does not perform a traditional credit check, and there's no interest on your payments if they are made on time. Late fees may apply if you miss a payment.

Can I return items purchased with Afterpay?

Yes, you can return items purchased with Afterpay according to the store's return policy. If eligible, your Afterpay payment plan will be adjusted accordingly.

Where can I get more information about Afterpay?

For additional information, terms, and conditions, you can visit the official Afterpay website or contact Afterpay customer support directly.

Please note that Afterpay terms and conditions may change, so it's always a good idea to review the most up-to-date information on their official website or contact their customer support for specific inquiries related to your account.

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