Refund Policy
Refunds, Returns and Exchanges
At HairQueen, we are committed to providing premium-quality hair extensions. Due to the nature of our products and hygiene standards, we have policies in place to ensure the safety and satisfaction of all customers.
Returns & Exchanges
We understand it can be hard to choose the right shade. We offer exchanges within 30 days of receiving your order. For all exchanges the product must not have been used, worn, damaged or altered in any way. The seals must be intact and they must be returned in their original condition and packaging as which they were sent to you. You may remove your HairQueen product from the plastic sleeve to check for correct colour matching. HairQueen have the right to refuse any exchanges that are not returned in the original condition. The customer is responsible for return shipping costs. HairQueen will cover the shipping cost back to the customer.
The purchaser must thoroughly check the hair/products before removing the original bindings/warranty seal. Once removed we cannot accept your return/exchange under the health and safety legislation.
We do not accept returns after the hair has been applied and we are not liable for any damages to the product or the wearer due to improper applications and techniques. All hair extensions must be installed by a qualified professional.
HairQueen will not be responsible for lost or stolen returns. Be sure to send your return with a tracking number
To issue a exchange, please contact us via email:
hello@hairqueen.com.au
Please include:
Your full name, email address, order number and reason for the exchange. Eg, the shade is too light/dark.
Refunds
We do not accept returns or refunds, unless the product is faulty.
We do not offer refunds for:
• Change of mind
• Incorrect colour choice
• Dissatisfaction with a product
• Delays in shipping out of our control
• Failure to read product descriptions or policies
• We do not offer refunds or exchanges on custom orders
If the colour you selected does not match they can be exchanged for the correct colour or you will be issued a store credit.
Every order goes through a quality check before being packed and shipped to ensure there are no faults and you receive the utmost quality product.
Please note, the following conditions will not be eligible for any refunds, credits or returns:
- The products ordered were part of a promotion or special.
- The products have been opened by you or you do not like the products
- You are not happy with a price change of the products.
If a product is deemed faulty, a refund excluding the original shipping cost will be issued to your original payment method after the goods are received and assessed.
There will be no exchanges, refunds or store credits if any of the seals have been removed or tampered with.
Faulty Products
If you believe your item is faulty, please email us at hello@hairqueen.com.au within 30 days of receiving your order.
To lodge a claim:
• Provide your order number
• Describe the issue in detail
• Attach clear photos or videos of the product
If the product is confirmed faulty due to a manufacturing defect, we will offer:
• A replacement, or
• A store credit, or
• A refund, at our sole discretion
In the case of a confirmed fault, return postage will be reimbursed.
You must contact HairQueen within 30 days from receiving your product if you have any concerns or quality issues. HairQueen do not accept liability for any wear and tear issues.
Colouring Your Hair Extensions
At HairQueen all our products are 100% Remy human hair. You may dye the hair darker and tone the hair using a semi permanent dye. However we highly recommend having a qualified professional dye the hair and to carry out a test strand prior to dying all the hair.
Hair extensions must not be bleached, lightened, or permed.
Dying your hair extensions is at your own risk. Any form of colouring can decrease the lifespan of the hair and increase the risks of matting, breakage, dryness and knotting.
All warranties/guarantees are not valid if the hair has been coloured, modified in any way or the incorrect haircare has been used.