Returns, Refunds & Exchanges Policy

At Fae Braids, every product is prepared and packaged with care, a little magic, and the highest attention to hygiene. Because our products are intended for use in or around the hair and may come into contact with the scalp or skin, we are unable to accept returns or exchanges for change of mind.

This policy does not limit any rights or remedies available to you under the Australian Consumer Law. Products that are faulty, damaged, incorrectly supplied, or not as described may still qualify for a repair, replacement, refund, or another appropriate remedy.

Change-of-Mind Returns

We do not accept returns, refunds, or exchanges where you:

• Change your mind after ordering
• Select the wrong colour, shade, style, length, quantity, or product
• Decide the product does not suit your personal preference
• Find the product cheaper elsewhere
• No longer require the product
• Fail to read the product description, measurements, care instructions, or colour information before purchasing

This applies whether or not the product has been opened.

Please choose carefully and contact us before ordering if you would like assistance selecting a colour, style, or product.

Hygiene and Safety

For hygiene and safety reasons, hair products and accessories cannot be returned or resold once they have been dispatched.

This includes, but is not limited to:

• Braiding hair
• Hair extensions
• Synthetic or human hair products
• Hairpieces and ponytails
• Wigs
• Hair accessories
• Combs and brushes
• Styling products
• Haircare products
• Products intended to touch the hair, scalp, or skin

Once these items leave our care, we cannot verify how they have been handled, stored, worn, tested, or exposed. This policy helps us ensure that every customer receives a fresh, hygienic, and unused product.

Faulty, Damaged or Incorrect Products

Please contact us as soon as possible if your order:

• Arrives damaged
• Contains a manufacturing fault
• Is materially different from its description
• Contains an incorrect product
• Is missing an item

Please contact us within 7 days of delivery and include:

• Your full name
• Your order number
• A clear description of the issue
• Clear photographs of the product
• Photographs of the packaging and shipping label where relevant

Please do not use, wear, alter, wash, cut, colour, style, install, or dispose of the product while your claim is being assessed.

Depending on the circumstances and your rights under the Australian Consumer Law, we may offer a replacement, refund, repair, or another appropriate remedy.

A major problem may entitle the customer to choose between a replacement or refund, while the supplier may generally choose how to remedy a minor problem.

Colour Variations

We do our best to display colours as accurately as possible. However, colours may appear differently depending on:

• Screen brightness
• Device settings
• Lighting conditions
• Photography
• Product batches
• Individual perception

Minor colour variations are not ordinarily considered a fault.

Customers are encouraged to contact us before purchasing if they need help choosing or matching a colour. Any recommendation will be based on the information and photographs provided and cannot guarantee an exact colour match.

Handmade and Custom Products

Some Fae Braids products may be handmade, customised, prepared to order, or created using individually selected colours and materials.

Small variations in colour placement, texture, length, finish, or appearance may occur and form part of the unique nature of handmade products.

Custom-made, personalised, or specially ordered products cannot be cancelled, returned, exchanged, or refunded for change of mind once preparation has begun.

Your rights under the Australian Consumer Law continue to apply if a custom product is faulty, materially different from what was agreed, or otherwise fails to meet an applicable consumer guarantee.

Order Changes and Cancellations

Please contact us immediately if you need to change or cancel an order.

We cannot guarantee that a cancellation or amendment will be possible once:

• Payment has been processed
• The order has entered preparation
• A custom product has been started
• A shipping label has been created
• The order has been packed or dispatched

Once an order has been dispatched, it cannot be cancelled.

Incorrect Delivery Details

Customers are responsible for providing complete and accurate delivery information.

Fae Braids is not responsible for delays, failed deliveries, or parcels delivered incorrectly because the customer supplied an incorrect or incomplete address.

Where a parcel is returned to us due to an incorrect address, failed delivery, or failure to collect it, the customer may be required to pay additional postage before the order is sent again.

Original shipping charges are not refundable unless required by law.

Lost or Delayed Parcels

Delivery estimates are estimates only and may be affected by postal networks, couriers, public holidays, weather, or circumstances outside our control.

Please contact us if your tracking has not updated or your parcel appears to be significantly delayed. We will assist with lodging an enquiry with the relevant carrier where appropriate.

A parcel will not be considered lost until the delivery provider has completed its investigation or confirmed that it cannot be located.

Unauthorised Returns

Please do not return any product without first contacting us and receiving return instructions.

Unauthorised returns may be refused, particularly where an item has been returned for change of mind or presents a hygiene concern.

Sending a product back does not automatically entitle the customer to a refund or exchange.

Approved Returns

Where a return is approved because a product may be faulty, damaged, incorrect, or otherwise covered by the Australian Consumer Law:

• We will provide return instructions
• The product should be securely packaged
• All supplied components should be included
• The product should not be used more than reasonably necessary to identify the issue
• Proof of postage should be retained

Reasonable return costs may be reimbursed where required under the Australian Consumer Law.

Refund Processing

Approved refunds will generally be returned to the original payment method.

Processing times may vary depending on the bank, payment provider, or financial institution. Shipping fees will only be refunded where required by law or where we have made an error.

Misuse, Damage or Alteration

A refund, replacement, or exchange may be refused where the problem was caused by:

• Misuse
• Incorrect storage
• Incorrect installation or application
• Failure to follow care instructions
• Cutting, colouring, washing, heat styling, or chemically treating the product
• Normal wear and tear
• Accidental damage
• Damage caused after delivery
• Using the product for a purpose for which it was not designed

Consumer guarantees generally do not apply where the customer caused the problem through misuse or was informed of the issue before purchasing.

Proof of Purchase

Proof of purchase may be required before a claim can be assessed. This may include:

• An order confirmation
• Receipt
• Invoice
• Transaction record
• Order number

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Australian consumers have automatic consumer guarantees when purchasing goods and services, regardless of any separate warranty offered by a business.

Contact Us

For questions about an order or to report a faulty, damaged, or incorrect product, please contact Fae Braids with your order number and clear photographs of the issue.

We will review your enquiry fairly and respond as soon as possible.