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Return & Exchange Policy

At Hair Valley, we take pride in providing high-quality hair care products and are committed to ensuring customer satisfaction. This Returns and Exchange Policy outlines how we manage product returns and refunds. All returns are subject to our website Terms of Use. For further information, please contact us at info@hairvalley.com.au.

How to Return Items

  1. Pack all items securely in their original packaging.

  2. Items purchased as a set must be returned together as a set.

  3. Complete the Return Request Form attached to your order.

  4. Attach a copy of your sales receipt and specify your preferred method of refund (postal order or bank transfer).

  5. Send the parcel to the following address:
    Shop 435, Level 3, Crn of Cross St & Park Road, Westfield Hurstville, NSW 2220, Australia.

  6. After sending the parcel, please notify us by email at info@hairvalley.com.au.

Refunds

Cancelling Orders

  • If you wish to cancel your order before it has been processed, you will receive a full refund, including all applicable charges.

  • If your order has already begun processing, the standard returns policy will apply.

Returning Items Within 30 Days

  • Items returned within 30 days of delivery, in perfect condition and original packaging, are eligible for a full refund.

  • After 30 days, the following applies:

    • Item in original condition: We will provide a full replacement or store credit at our discretion.

    • Item damaged, worn, or altered: No replacement or credit will be issued.

  • The condition of returned items will be assessed by the Company. Our decision regarding item condition is final.

Returns and Replacements

  • If you are not satisfied with an item, you may request a replacement or store credit.

  • Items must be returned with original packaging to qualify.

Returning Items Within the First 20 Business Days

  • If we receive the returned item, or written notice of your intent to return, within 20 Business Days of delivery, a full refund will be issued.

  • You may also request a replacement or store credit.

  • We will assess the circumstances to determine whether the Company is at fault:

    • Company at fault: Full replacement, refund, or credit will be provided.

    • Company not at fault: No replacement or credit will be provided, though in some cases, a replacement or credit may be offered at our discretion.

Returning Items After the First 20 Business Days

  • Returns after 20 Business Days will be assessed on a case-by-case basis, including inspection of the returned item.

  • Remedies (refund, replacement, or credit) will be determined based on whether the Company is at fault.

Business Day Definition:
In this policy, a “Business Day” refers to any day, excluding Saturday, Sunday, or public holidays, when banks in Sydney, New South Wales, are open.

Shipping Costs

  • Customers are responsible for return shipping costs in all cases.

  • If the Company is at fault, we will reimburse reasonable shipping costs incurred to return the product.

  • If the Company is not at fault, return shipping costs will not be reimbursed.