Refund policy

Returns

We want you to be happy with what you bought. If you're not, you can return it — the guidelines below explain how.

Return window

Returns must be initiated within 30 days from the date your order is delivered.

Conditions

• Items must be returned in their original packaging, unused, and free from any stains or damage.
• A maximum of two (2) items per order may be returned for a refund. Store credit and exchanges are unlimited.
• Where there is a price difference on an exchange, you'll either pay the difference or be refunded if the new item is of lesser value. Exchanges are processed once we receive the original item.
• Exchanged items are final sale.
• We require a receipt or proof of purchase to complete a return.

Fees

• Returns for refund: a $15 return and processing fee applies per order.
• Exchanges and store credit: always completely free.

Non-returnable items

• Gift cards
• Items returned more than 30 days after delivery
• Items not in their original condition, damaged, or missing parts for reasons not due to our error

How refunds are issued

Once your return is received and inspected, we'll email you to confirm we have it and to let you know whether your refund has been approved.

Approved refunds are returned to your original method of payment, or issued as store credit or an exchange. If your original payment method is no longer active, or we're unable to process the refund to it, you'll receive store credit for the same amount.

Late or missing refunds

If you haven't received your refund yet, check your bank account, then contact your credit card company and your bank — there is often processing time before a refund appears. If you've done all of that and still haven't received it, email us at sales@natalieannehaircare.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you'll receive store credit for the value of your return. If it wasn't marked as a gift, or the gift giver had the order shipped to themselves, the refund will be issued to the original purchaser.

Return shipping

To return your product, mail it to Natalie Anne Haircare, Unit 28/85 Alfred Road, Chipping Norton NSW 2170, Australia.

You are responsible for paying your own return shipping costs. Shipping costs are non-refundable. Depending on where you live, exchange delivery times may vary. If you're returning an item worth over $75, consider a trackable service or shipping insurance — we can't guarantee we'll receive your returned item.

Warranty

One-year limited warranty

Our products carry a one-year limited warranty when purchased directly from us. For one year from the date of purchase, if you experience a manufacturing defect, you're covered. We'll provide a one-time replacement or repair of the original product in the specification purchased, including all components. There is no fee or deductible.

This warranty covers the original purchaser while they are located in Australia, and is only valid for the period the product is owned by that original purchaser.

Photos and proof of purchase are required so our team can identify and assess the issue. To start a claim, email sales@natalieannehaircare.com.

For limited edition items, exchanges are available while stocks last. If a limited edition product is no longer available, we'll offer alternatives or store credit.

What's covered

• Any physical flaw in the product despite normal use and proper handling.

What's not covered

• Comfort, aesthetic, colour or size preference
• Stains, burns, tears, cuts, or liquid and moisture damage resulting from use or environment, including pet damage
• Damage or shrinkage due to improper washing or tumble drying
• Any modifications made to the product
• Normal wear and tear from laundering and normal use
• Products bought from a third party — those claims must be handled with the point of purchase

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply in addition to the returns and warranty terms set out above.

Questions about a return or a warranty claim: sales@natalieannehaircare.com.