Refund policy

Returns & Refunds Policy

Please choose carefully as we do not offer refunds for a change of mind.

At Strand Rituals, we take pride in offering high-quality professional haircare products. If something isn’t right, we’re here to help.

 

Change of Mind

We do not offer refunds or exchanges for change of mind, including incorrect selection of products, fragrances, sizes, or formulas. Please choose carefully and contact us prior to purchase if you need assistance selecting the right product.

 

Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of delivery at [your email address] and include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the product and packaging

We will assess the issue and, where applicable, offer a replacement, refund, repair, or store credit in accordance with Australian Consumer Law.

 

Hygiene & Safety (Non-Returnable Items)

For hygiene and safety reasons, the following items cannot be returned, unless they are faulty or incorrectly described:

  • Wigs

  • Jewellery

  • Make-up

  • Nail polish

  • Brushes

  • Hair accessories

  • Hair extensions

  • Hair colour, bleach, and peroxide products

  • Electrical products that have been used

 

Condition of Returned Items

If a return is approved, items must be returned:

  • Unused and unopened

  • In original condition

  • In original packaging

  • With all seals intact

Returns that do not meet these conditions may not be eligible for a refund.

 

Sale Items

All sale or clearance items are final sale and are not eligible for return or refund unless faulty.

 

Returns Process

If your return is approved:

  • We will provide return instructions

  • Items must be returned in original condition and packaging

  • Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect

 

Refunds

Once your return is received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method where possible.

Please allow 5–10 business days for refunds to appear, depending on your bank or payment provider.

 

Australian Consumer Law

Nothing in this policy limits your rights 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.