Shipping & Returns Policy
Items (subject to availability) will be shipped within one business day via Express Post during lockdown or courier when restrictions have been lifted and salons are open again. In the event that an item has sold out we will backorder the item for you and advise in writing of the timeframe for delivery of this/these items.
Please note that due to issues related to COVID-19, Australia Post is currently taking a little longer than normal to deliver items and we cannot guarantee overnight delivery.
What is our return policy?
We do not normally give refunds or exchanges if you:
simply change your mind; or
purchased the wrong product; or
already knew of a particular fault in a product, or we specifically advised you of a particular fault in a product; or
damage a product after purchase due to alterations to the product not performed by us, damage the product due to unusual or non-recommended use of the product or damage the product where the damage is caused by any factors beyond our control; or
no proof of purchase is provided.
How do I request / notify a Refund, Return, Warranty Claim & or Consumer Guarantee Claim?
In the unlikely even that you receive a faulty item, please contact us on 9842 2477 or 0481 160 205.
Items returned as a warranty claim will be sent to the manufacturer for assessment prior to any exchange or refund. Please note if the product is deemed NO FAULT FOUND for any warranty claim or consumer guarantee claim, any inspection/rejection fees by the relevant authorised service centre may also be applied. If a product is found to have been supplied to you in full compliance with the Australian Consumer Law, we may require you pay to Z Hair all costs associated with returning the product to you.
How can I be eligible for Refund, Return, Warranty Claim & or Consumer Guarantee Claim?
To be eligible for a refund, return, warranty claim or consumer guarantee claim consumers must meet the following requirements:
report the details of the fault and take the goods back to Z Hair (or return them by post or courier) at your cost;
state what remedy you would like. Z Hair does not guarantee that the remedy you request will be granted;
provide proof of purchase when returning the goods;
stop using the faulty item;
ensure reasonable care is taken while the goods are in your possession.
be sure that you did not cause the fault or the fault was not caused by the product being used in an abnormal or non-recommended way. Such a use may be noted in the manufacturer’s warranty as rendering the manufacturer’s warranty void;
the product must not be disposed of, lost or destroyed. In other words, we need to be able to prove that the product has failed; and
not have reduced in value by delay on you part. You should bring faults to Z Hair’s attention promptly after they occur.
Z Hair recommends that you carefully review the details of the manufacturer’s warranty (if such a warranty applies) and ensure that you comply with the terms and conditions of the manufacturer’s warranty. Z Hair accepts no responsibility for non-compliance with the manufacturer’s warranty.
Rejection of a return, a refund, warranty claim or consumer guarantee claim
Z Hair reserves the right to reject a return, a refund, warranty claim or consumer guarantee claim if you:
Change your mind about a product. This includes when you found a cheaper product elsewhere, have bought a gift that is unsuitable (where you have not made any specific intended use of the product known to Z Hair), or your circumstances have changed and you no longer require the goods.
Caused the fault by using the product in an abnormal way. Such a use may be noted in the manufacturer’s warranty as rendering it void, or it may be a use that you wouldn’t reasonably expect the product to perform.
Damage the product by making alterations not performed by us.
Damage the product where the damage is caused by any factors beyond our control.
Are unable to provide a proof of purchase, namely a tax invoice
Are responsible for damaging the goods by not following the care instructions (if any are provided).
You may also request a store credit instead of a refund which will be credited into your online account.
In some circumstances, we are happy to offer our consumers with a conditional courtesy return if consumers want to exchange products purchased incorrectly ordered:
you notify Z Hair within 7 days of receipt of delivery of the product;
products are NOT opened, used and are still in re-sellable pristine condition;
Z Hair may reject the return upon inspecting the condition of the products and will return the products to you at you expense. Acceptance of such returns are at the discretion of Z Hair.
If items have been purchasing using a buy now pay later scheme and a refund has been authorised, the amount returned will be equivalent to what has been provided to Z Hair by the buy now pay later scheme. Any merchant charges incurred in providing this facility will be deducted from the total refund amount.
Returning goods to Z Hair
We do not take responsibility for any goods damaged or lost in transit when you send the product back to us for warranty or return. The manufacturer’s warranty may be void if the product is damaged in transit. Please ensure the product is packed appropriately for shipping before sending it back to us. If you are unsure about how to pack a product appropriately for shipping please contact us. You are responsible for any and all charges associated with returning the goods to Z Hair.
Shipping costs are the customer’s sole responsibility when sending the items back. Z Hair provides complimentary shipping within Australia when re-posting your first exchange. However, a $15 delivery fee applies for exchanges hence forth (eg second or third exchange).
You can personally return goods to Z Hair during posted trading hours. No service fee will be charged to consumers who personally return goods to us.
Please note that returns dropped in person may not be processed immediately if they are a warranty issue.
Special Orders, Clearance, Discontinued Items, Free products, Software and Consumable Products
Z Hair do not accept the return or exchange if you:
simply changed your mind;
no longer require due to changed personal circumstances;
found the product cheaper somewhere else;
the goods are damaged due to misuse; or
already knew of a particular fault in a product or we advised you of a particular fault in a product prior to purchase.
A limited warranty may also apply for clearance, discontinued, or free product. Please read the product description or contact us for more details if you are unsure whether a product within the category above has limited warranty or not.