Lix Hair & Co Australia wants customers to feel confident when purchasing our professional haircare products.This policy explains how change-of-mind returns, faulty products, damaged orders, replacements and refunds are handled.Nothing in this policy excludes or limits any rights available under Australian Consumer Law.
You may request a change-of-mind return within 14 days of receiving your order.
To qualify, the product must:
All change-of-mind returns must be approved before products are sent back.
The customer is responsible for change-of-mind return shipping. Original delivery charges are generally not refundable.
For hygiene, safety and product-integrity reasons, we cannot ordinarily accept change-of-mind returns for products that have been:
This restriction does not apply where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.
If you believe a product is faulty, contact us as soon as reasonably possible and provide:
We may need to inspect the product or request additional information before confirming a remedy.
Depending on the nature of the problem and your rights, an appropriate remedy may include repair, replacement or refund.
Where a product has a major problem under Australian Consumer Law, eligible customers may be entitled to choose a refund or replacement.
A major problem may include a product that:
Consumer rights for faulty products are not restricted to the 14-day change-of-mind period.
If your order arrives damaged, contact us as soon as possible, preferably within 48 hours of delivery.
Provide:
Keep the product and packaging until your request has been assessed.
If you receive a product different from the one ordered, contact us promptly.
Once the error is confirmed, we will arrange a suitable resolution. You will not be responsible for reasonable return costs where the wrong product was supplied because of our error.
If an item is missing, contact us with:
We will review the fulfilment records and provide an appropriate resolution.
Before returning anything, contact:
Email: Lixhairau@gmail.com
Phone: 0493 684 555
Include:
Do not send products back until return instructions have been provided.
We may request reasonable proof of purchase, such as:
Customers are responsible for shipping costs associated with an approved change-of-mind return.
Where a product is confirmed to be faulty, damaged or incorrectly supplied, reasonable return costs will be managed in accordance with Australian Consumer Law.
Use of a trackable delivery service is recommended.
Once an approved return has been received and assessed, we will notify you of the outcome.
Approved refunds are generally returned to the original payment method within five business days. Your bank or payment provider may require additional processing time.
Sale and promotional products remain protected by Australian Consumer Law.
Change-of-mind returns for discounted products will only be accepted where they meet all return conditions stated in this policy.
Haircare results may vary according to:
A refund will not ordinarily be provided solely because a customer does not achieve a preferred subjective result, unless the product is faulty, misdescribed or otherwise qualifies for a remedy.
Professional, trade and salon customers should inspect orders promptly.
Report damaged, missing or incorrect products with the order details and relevant photographs. Consumer guarantees may apply to some business purchases depending on the circumstances.
Our products come with guarantees that cannot be excluded where Australian Consumer Law applies.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.