Terms & Conditions
Returns, Refunds and Exchanges Policy
For health and hygiene reasons, all sales are final. We do not accept returns or exchanges for change of mind, including incorrect selection of style, colour, or product type. We strongly recommend carefully reviewing your choices before completing your purchase.
If you believe your item is faulty or has a manufacturing defect, we will assess the issue and, where appropriate, provide a replacement of the same product in the same style and colour.
For safety and hygiene reasons, products that have been opened, worn, altered, installed, or used in any way are not eligible for return or replacement.
You must notify us within 7 days of receiving your order if you believe your item is defective. Approved returns must be sent back to us within this timeframe. All returned items are subject to a thorough quality inspection before any replacement is issued.
Warranty Against Defects Policy
Personalised and Pre-defined Systems - Warranty Conditions:
Our Personalised and Pre-defined systems are backed by a 30-day warranty against defects. All hair systems must be used in accordance with the company's and manufacturer's instructions. This warranty does not apply should the defect in the hair systems be attributable to misuse, abuse, accident or non-observance of company's and manufacturer's instructions on the part of the user. As far as the law permits, the company and manufacturer does not accept liability for any direct or consequential loss, damage or other expense caused by or arising out of any failure to use the hair systems in accordance with the company's and manufacturer's instructions.
Materials such as hair, lace and polyurethane of the hair systems are included under this warranty only where there is a defect in workmanship or materials used.
This warranty is limited to repair or replacement only.
This warranty does not cover the cost of claiming under the warranty or transport of the hair systems to and from the supplier or us.
Delivery
A standard production time for a personalised hair system is about 16 weeks. The production time starts from the date when all required specifications are finalised including templates or hair samples.
Uncut pre-defined hair systems can be shipped out within 3~5 business days subject to availability. If a pre-defined system is not available immediately, please allow at least 3 weeks turnaround time.
If professional cutting and styling is required, please allow approximately 1~5 business days.
It is the customer responsibility to ensure that the complete shipping address is correct which include the complete door number, street name and postcode. We do not hold liability for parcel delivered to addresses incorrectly stated on the order. A collection from the wrong address stated on the order has to be arranged by the customer as we are no longer in possession of the parcel. We would have only followed the instruction initially requested on the parcel.
We suggest that you write a safe place option or a specific delivery request as a signature may not always be required for delivery of the parcel. If there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date.
Cancellation
You will be charged for a $100 penalty if you decide to cancel your custom hair system order after it has been placed through our factory for production.