RETURN & EXCHANGE POLICY
Refund and Returns FAQ Page for Real Hair Co
Welcome to the Refund and Returns FAQ page for Real Hair Co! We understand that navigating through the process of refunds and returns can be confusing. Below, you'll find answers to some of the most common questions our customers ask. Our goal is to make your experience as smooth and straightforward as possible.
Q: Can I return my purchase if I change my mind?
A: Due to the hygienic nature of our products, Real Hair Co does not accept returns or exchanges for change of mind. We encourage customers to review their selections carefully before purchasing.
Q: What should I do if my product is faulty or not as described?
A: If you receive a product that is faulty or not as described, please contact us within 14 days of receiving your order at sales@realhairco.com.au with your order number and a description of the issue. We will work with you to resolve the situation, which may include a replacement, refund, or store credit, depending on the circumstances.
Q: How long do I have to initiate a return for a faulty item?
A: You have 14 days from the date you receive your product to notify us of any faults or issues to qualify for a return or exchange.
Q: How can I return my product?
A: After contacting us and receiving confirmation that your return has been approved, we will provide you with instructions on how to return your product, including the return address and any required documentation.
Q: Who covers the shipping costs for returns?
A: For returns due to faulty products or items not as described, Real Hair Co will cover the return shipping costs. For all other approved returns, the customer is responsible for the return shipping costs.
Q: How long does it take to process a refund or exchange?
A: Once we receive your returned item, please allow up to 7 business days for us to process your refund or exchange. We'll notify you via email once your refund has been issued or your exchange has been shipped.
Q: Will I receive a full refund?
A: For approved returns due to product faults or discrepancies, you will receive a full refund for the purchase price, including any shipping fees originally paid. Please note, return shipping costs for non-faulty items will not be refunded.
Q: Can I exchange an item for a different product?
A: Due to the specific nature of our products, we only offer exchanges for the same product if it is faulty or not as described. We cannot facilitate exchanges for a different product.
Q: What condition does the product need to be in for a return?
A: All returned items must be in their original condition, unopened, and with all packaging and seals intact. We cannot accept returns on used products or products that have been opened or tampered with.
Q: How will I know when my return is processed?
A: We will keep you updated via email throughout the return process. You'll receive notifications when your return is received, approved, and when your refund or exchange has been processed.
For any further questions or assistance, please don't hesitate to contact our customer support team at sales@realhairco.com.au or call us at 0412263613. Thank you for choosing Real Hair Co.