Refund policy

TLDR:

1. We offer free returns within Australia. Email us for a return label or initiate a return from your customer account. We do not provide a return label for international returns (New Zealand). International return postage will need to be covered by the buyer.  

2. The original postage cost (to post the items to you) is non-refundable. 

3. We charge a 20% restocking fee capped at $40. 

4. If you would like an exchange instead, we charge a 5% restocking fee. 

5. You have a 30-day window from when you receive your order to initiate your return and mail it back to us.

6. Only new items, unworn and unused are eligible for returns. 

7. Items bought on Sale/ Clearance are not eligible for returns. 

 

FURTHER DETAILS (Please Read Carefully)

Return Eligibility:

In order to be eligible for a return:

  1. Item(s) have to be initiated for return and placed in the post within 30 days of receiving your order.
  2. Items must be in original new condition, in original packaging including all tags and labels. Products not in original packaging or with broken seals will not be accepted. 
  3. Items need to arrive back in saleable condition. If the item or packaging is damaged in transit beyond saleability then the product will not be eligible for refund. You will be liable for the cost to return the item to you. 
  4. All hair extensions MUST BE UNWORN and unused with no hair products used on them. We will not accept items that have been used or tried on. 
  5. Please note that items bought on Sale or Clearance will not be eligible for return. 

To initiate a return, please contact us at contact@thebraidbesties.com.au

Please provide your order number and name.  

 

Return Postage:

Return postage within Australia is free. Please contact us at: contact@thebraidbesties.com.au for a return label. You can also initiate a return from your customer account. 

We advise you to keep the original packaging to use for your return. 

For international returns (New Zealand), please contact us for the return postage address. You will need to cover the return postage as we are unable to provide a return label from within Australia. 

Please allow 3 business days for your return to be processed once it is received. 

If the item you return is in unacceptable condition, has been used or opened and your return is denied, you will be responsible for all shipping charges to return the rejected item to you.

 

Faulty Items:

Please inspect your items upon receipt and contact us immediately if your item is faulty, if your order is incomplete or you have received the wrong product. 

You may be entitled to a replacement, partial or full refund if your purchase displays a major fault. This does not include slight damage to the outer packaging, dented corners or anything that does not affect the use of the product. 

 

Processing time: 

After it is received, please allow 3 business days for your return to be processed. We will notify you via email when your return is either approved or rejected. 

If your return is approved, the refund will be processed to your original payment method. Please allow a few days for your bank or credit card to process the refund.  

 

Restocking Fee:

We charge a 20% restocking fee for returns. This will be calculated and deducted when issuing the refund. The maximum restocking fee we charge is $40. 

If you bought the wrong product and would like an exchange instead, the restocking fee will be reduced to 5%. 

 

Clearance Items: 

Please note that items bought on the Sale section of our website, or which have a SALE tag on them are not eligible for return. These are final sale or clearance items. By purchasing them you are agreeing to these terms of purchase.