RETURN & EXCHANGE POLICY

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

Yes, we are pleased to offer a return policy on unopened hair extensions within thirty (30) days within you receiving your order. We find that we have very low return rates and we are proud of the high quality hair extensions that we offer. However, we understand that there may be a case in which you need to return or exchange your order and we are more than happy to accommodate returns and exchanges on hair extensions that have not been opened, worn or tampered with.

Shipping cost for Return or Exchange:

Refunds for any return exclude the initial shipping cost paid to ship your package, that shipping fee is non-refundable.

 

 

2. What if my shipment doesn't arrive?

The Real Hair Co does not take responsibility for products that are sent to you unregistered. The Real Hair Co does not offer refunds for items sent without a tracking number. If you would like it sent registered with a tracking number this will be at an additional cost to you. 

3. May I return my order?

We are more than happy to accommodate returns on hair extensions! As long as the warranty sticker has not been broken, cut or tampered with, you may return your The Real Hair Co Extensions within 30 days of delivery. The Real Hair Co Hair Extensions are packaged with a special security seal which identifies if the extensions have been taken out. We also ask that you send us an email BEFORE returning your hair extensions!

If you received a free gift, from a promotion in your order, and you are doing a return; we ask that you do send the free gift back as well. The free gift then only applies if you are going to be doing an exchange.

4. Why are The Real Hair Co Hair Extensions non-returnable if opened?

Human hair extensions are considered a hygienic product. Therefore, we do not offer returns or exchanges if the safety seal on the packaging has been broken. 

5. How do I make a return?

You must contact us first at (Hello@therealhairco.com.au) within the thirty (30) day return period of receiving your order. All The Real Hair Co Hair Extensions must be shipped back unopened in the original packaging and the packaging must not be defaced in any way or a return will not be issued.  
 

We will then provide you with our return address which is in Brisbane Australia, where the returned items will be inspected to see if you qualify for a return. Opened merchandise will not be refunded or exchanged. 

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

 

You are responsible for all return or exchange shipping costs and we recommend that you send your return with a tracking number because The Real Hair Co will not be responsible for lost returns. We recommend that you DO NOT use UPS to send your return as they charge very high brokerage fees to clear the parcel which we will not be responsible for. 
 

Also, please indicate on package “RETURN, NO DUTIES” or your package will be returned to you ONLY if you are international.

We understand that picking the right color might be a bit difficult when choosing from a computer screen, so we are happy to exchange your unopened The Real Hair Co Hair Extension set for a set of the right color within thirty (30) days of you receiving your order. Due to hygienic reasons we only exchange items that have not been opened, worn or tampered with.

7. When will I receive my refund?

A full refund, excluding the 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 opened and taken out of the cardboard backing which is protected by a security seal.

8. May I return The Real Hair Co Hair Extensions without contacting you?

No. You must contact us prior to sending your return as our return address is different from the address we ship our hair extensions from. 

9. How may I contact you?

 

You may contact us by e-mail at Hello@therealhairco.com.au and we will reply to your email in less than 24 hours.

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

 

We recommend that you DO NOT use UPS to send your return as they charge very high brokerage fees to clear parcelwhich we will not be responsible for

Shipping cost for Return or Exchange:

Refunds for any return exclude the initial shipping cost paid to ship your package, that shipping fee is non-refundable.