Refund and Exchanges
My order doesn’t match my hair colour, what do I do?
Colours may vary from images displayed due to lighting conditions and screen displays. We list universal colour codes as a reference point and offer a free colour match via our colour match portal. There may be instances where you’ve already received your hair. In this case, send us an email with your order number, and we will work with you to get the right colour or refund your item. Please see below the exclusions for our returns.
How long do I have to return or exchange my order?
Hold onto your receipt and make it your bestie because refunds or exchanges must be processed within 90 days of receipt of the product.
Can I return a used set of hair?
Hair is considered a disposal item; therefore, the product will need to be in its original condition for this to occur: If you install, wash, colour or tamper with the hair in any way, it cannot be returned or exchanged. We offer a colour match service for an accurate understanding of this via our online portal.
Regarding the item’s packaging, if the seal has been broken, it cannot be returned for a refund or exchange even if the hair is in its original condition (not the box your beautiful hair comes in, just the net and tags around your hair). Hygiene tags on extensions and seals must be intact and must adhere to Australian Hygiene Regulations for an exchange or refund.
In short, given you meet our eligibility:
Washed/ coloured/ altered hair and/or a broken seal on packaging = No refund or exchange.
Hair in original condition and a broken seal or tags around hair or on packaging = No refund or exchange again
Hair and packaging untouched and in original condition = Refund or exchange allowed; you can pick either!
Product Policy
Our Hair is 100% Human Remy Hair; therefore, it is susceptible to damage through colouring, heat and low-quality products and methods. We emphasise the importance of practising a healthy hair routine and do our best to recommend and try products we believe are best suited. However, we cannot be sure of your daily practices and products, and for that reason, we are unable to accept returns or exchange hair that has been removed from its initial packaging.
Bleach is damaging to the hair that is on our heads, let alone the hair that isn’t. We ask that you please do not attempt to bleach or lighten your hair extensions as this will cause significant damage to them, and if you do, please consult a hair professional. That being said! Please keep in mind we do not cover any costs nor take any responsibility for any issues you may encounter during or after the dying/toning process. This is because we cannot be sure of how your specific product reacts or the method in which the dye or toner was applied as well as any day to day methods you may implement. Keep an eye out on our blog and social media posts for our recommendations. The best way to avoid a bad hair day is to test your dye/toner and other products on one small piece of hair first to ensure it gives you the results you would like. Then continue enthusiastically, but carefully!
Dying or toning is considered a drastic modification of the product as these products contain harsh chemicals that may affect the feel, condition & lifespan of your hair extensions. They may increase the chance of dryness, shedding, tangling & breakage. Our hair goes through a long dying and bleaching process to get it to our fabulous shades, so we want to make sure that you understand the risks of altering the original product (and said fabulous shades).
We want you to be able to use and wear your Amélura Hair as you wish, but remember, hair extensions are different to your hair, and for this very reason, your hair extensions are susceptible to damage. Things such as hot styling, chlorine, vigorous brushing etc., can damage your hair. We suggest you avoid this where possible; however, should you use these methods, please understand that you release us from any liability as we cannot be sure of the day to day use of your hair.
Please use a heat protectant where necessary apart from the damage caused by heat application, it can also affect hair colour. We suggest using heat within 160-180 degrees. We dedicate ourselves to all things hair; please refer to our blog for our favourites products and methods to help keep your hair looking and feeling its best.
Healthy Hair is Happy Hair!
Can I return my Hair Accessories?
All of our hair accessories and tools are final sale items.
How long till I receive my refund?
For refunds, your account will be credited within 3-7 business days to the payment method provided at purchase, only once the order has met our eligibility for return. The receipt of funds will depend on bank times, and we will notify you once this has been processed from our end. For any further queries, you may be required to talk to your bank (we hope they’re very nice!).
The amount refunded will be the total amount of the individual item purchased, excluding any shipping fees and our shipping handling fee. We will cover any sending fees but no returning shipping fees.
How do I initiate a refund or exchange?
For any refunds or exchanges, please get in touch with us at [email protected] with your order number and reason for returning or exchange; we may ask for some photos of your hair. So have those handy. If we deem your order eligible for a refund, we will proceed as necessary.