Refund policy

Return and Refund Policy

Sorelle of Hair
Last updated: 17 February 2026

We want you to love what you receive. Because we sell premium hair products where hygiene and handling matter, our returns are clear, strict, and fair.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement, or refund for a product fault depending on the issue. ACCC (ACCC)

Nothing in this policy limits your rights under Australian Consumer Law in Australia. (ACCC)

1) Change-of-mind returns

Australian Consumer Law doesn’t require a business to provide a refund for change of mind, but if a store has a policy, it must follow it. Consumer Affairs Victoria (ACCC)

Our change-of-mind policy:

  • You must request the return within 7 days of delivery.

  • Items must be unused, unaltered, and in original packaging (see conditions below).

  • If approved, we provide store credit only (no refunds for change of mind).

Store credit is issued once your return is received and inspected. Credit is for the item value paid, excluding original shipping costs and any fees, unless required by law.

2) Hair products (hygiene-sensitive)

Because hair products are hygiene-sensitive, we accept change-of-mind returns only if all conditions are met:

  • Return request within 7 days of delivery

  • Hair is unopened, unused, uninstalled, unbrushed

  • Hair is not cut, coloured, toned, washed, heat-styled, or altered

  • Original packaging is intact and in resaleable condition

If packaging is opened, or the hair has been handled/altered in any way, we cannot accept a change-of-mind return.

3) Tools and accessories

Change-of-mind returns are accepted within 7 days of delivery only if:

  • Item is unused

  • Item is returned in original packaging

  • Item is in resaleable condition

4) Not eligible for change-of-mind returns

The following are not eligible for change-of-mind returns:

  • Any opened or used hair product

  • Any item that has been installed, worn, brushed, cut, coloured/toned, washed, or altered

  • Custom orders (including custom colour, custom lengths, or special-order items)

  • Sale or clearance items marked final sale

  • Gift cards

  • Education products (see Section 8)

5) Faulty, damaged, or incorrect items

If your item arrives faulty, damaged in transit, or not what you ordered, contact us and we will assess and provide a remedy in line with Australian Consumer Law (repair, replacement, or refund depending on the issue). (ACCC)

Contact us within 48 hours of delivery and include:

  • Order number

  • Clear photos (and video if helpful)

  • A brief description of the issue

  • For shipping damage: photos of the outer packaging and label

Where required, we will cover reasonable return shipping costs for confirmed faults or our error.

6) How to request a return

Email us before sending anything back.

Email: hello@sorelleofhair.com
Subject line: Return Request – [Order Number]

We’ll reply with next steps. Returns sent without approval may be delayed or returned to sender.

7) Return shipping

  • For approved change-of-mind returns, you are responsible for return shipping.

  • We strongly recommend tracked postage. We are not responsible for returns lost in transit.

  • Items must be packed securely to prevent damage.

Return address:
[Sorelle of Hair Returns]
[Street Address]
[Suburb, State, Postcode]
Australia

8) Education products

Because education is delivered instantly or reserved as seats, the following applies:

Digital downloads and online courses

  • No change-of-mind returns.

  • If there is a genuine delivery/access issue caused by us, we will fix access. If we can’t reasonably fix it, we will provide a remedy consistent with Australian Consumer Law. (ACCC)

Workshops and training tickets

  • Store credit only if you notify us at least 14 days before the event.

  • Within 14 days, credit may not be available due to venue and resource commitments.

  • If we cancel or reschedule an event, you will receive store credit (or another remedy required by law).

9) Exchanges

We don’t offer standard exchanges. If your return qualifies, we’ll issue store credit and you can place a new order.

10) Contact

Sorelle of Hair
Email: hello@sorelleofhair.com
Phone: 0400 030 973