Refund policy

Returns & Refund Policy

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

International orders

If you are ordering from outside Australia, you may have additional rights under the consumer protection laws of your own country. Nothing in this policy limits those rights.

Custom-made hair systems

Made to your own measurements, template and colour match — built for you specifically. Because they cannot be resold or used by anyone else, custom-made systems are final sale: no refund or exchange, at any time.

Stock hair systems

Pre-made in standard sizes and colours. Refundable within 30 days of delivery, provided the system is unopened, unused, and in its original packaging. Once a hair system has been opened, fitted or worn it cannot be returned, for hygiene reasons.

Maintenance products (adhesives, tapes, cleansers, shampoos)

Refundable within 30 days of delivery if unopened and unused. Opened products are not refundable.

Colour matching from a photograph

If you send us a photograph of your hair and we suggest a shade, that suggestion is a guide only. A photograph cannot show texture accurately, and lighting changes the way a colour reads, so we are not able to guarantee an exact match from a photo. A shade that is close but not exact is not a fault and does not by itself make a system returnable, and custom-made systems remain final sale. If an exact match matters to you, book an in-salon matching appointment in Sydney before you order.

Faulty or damaged items

If your product arrives damaged or faulty, contact us as soon as you notice a problem, ideally within 7 days of receipt, at info@regainmyhair.com with a description and photos. Your rights under the Australian Consumer Law are not affected by this timeframe.

How refunds work

Refund only — no exchanges or store credit. Return shipping is paid by the customer. The 30-day window starts from the day your order is delivered. Original shipping costs are not refunded unless the item is faulty. Refunds are issued only once the returned item is received back at our store. We are not responsible for items lost, delayed, or damaged in transit. We recommend tracked, insured shipping. To start a return, contact us at info@regainmyhair.com.

Matching appointments ($90)

Matching appointments are paid online when you book. If you cancel or change your time at least 24 hours before, we'll move it or refund you in full. If you cancel less than 24 hours before, or don't come, the $90 is not refunded. If we need to cancel, you choose a new time or a full refund.

If you buy a hair system within 3 months of your appointment, we take the full $90 off the price of the system. One credit per appointment, used on one order. It doesn't cover the fitting fee and can't be exchanged for cash.

Fitting and maintenance appointments

Please give us at least 24 hours' notice to cancel or reschedule. We do not currently charge a fee for late changes to these appointments.

ReGain My Hair is a trading name of M Carbone & P Incerti, ABN 77 210 163 532.