Refund policy

Last updated: [DATE]

Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded.

If a product has a major problem — it is unsafe, significantly different from its description, has a defect you would not have accepted had you known, or cannot be used for its normal purpose and cannot easily be fixed — you may choose a refund or a replacement. For a minor problem, we may choose to repair, replace or refund.

These rights apply regardless of whether a hygiene seal has been opened.

Change of mind

We are not required by law to refund a change of mind, but we do accept them within [X] days of delivery, provided the item is:

Unopened, unused and unworn
In its original packaging with all hygiene seals and tags intact
Accompanied by proof of purchase

For health and hygiene reasons we cannot accept change-of-mind returns on hair that has been unsealed, worn, brushed, washed, cut, coloured, heat-styled or otherwise used. Once the hygiene seal is broken the product cannot be resold and the return is not eligible on change-of-mind grounds. This restriction does not affect your ACL rights above.

Change-of-mind return postage is at your expense and we recommend a tracked service — we cannot process a return we do not receive.

Items we cannot accept on change of mind

Hair with a broken or missing hygiene seal
Custom-coloured, custom-cut or made-to-order pieces
Gift cards
Sale or clearance items marked final sale

Faulty, wrong or damaged items

Your order number
Clear photographs showing the issue, taken in natural daylight
A short description of what went wrong

We will respond within one business day. Where a return is required for a faulty, incorrect or damaged item, we pay the return postage.

Shade mismatches

Colour reproduction on screens varies and we cannot guarantee an exact match from a photograph — which is why we offer a free shade match before you order. If the shade is not right and the hygiene seal is still intact, contact us and we will arrange an exchange. Once the seal is broken we can no longer exchange on shade grounds.

Damage caused after delivery

The consumer guarantees do not cover damage caused by misuse or failure to follow care instructions — including heat styling above 180°C, bleaching or lightening, sulphate shampoos, or sleeping or swimming in the product against our published guidance. See our Hair Care Guide.

How refunds are paid

Approved refunds are issued to the original payment method within [X] business days of us receiving and inspecting the return. Your bank or card issuer may take additional time to post the funds. Original shipping charges are refunded where the return relates to a major failure.

Contact

Dreamy Lengths · ABN 51 681 343 224
29A Anderson Street, Templestowe VIC 3106
admin@dreamylengths.com.au · 1800 100 111

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