Refund policy

30 day returns policy

Consumer Guarantees

As a consumer you are entitled to the benefit of consumer guarantees in respect of items purchased from Headcase Haircare that cannot be excluded under the Australian Consumer Law. In accordance with Australian Consumer Law, if the item has a major failure, you may reject the item and seek a refund or exchange.

Where an item is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and Headcase Haircare may not provide a refund, exchange or repair. Headcase Haircare will require an original proof of purchase before providing a remedy under the Australian Consumer Law.

Consumer guarantees cannot be excluded and are in addition to any manufacturer’s warranties or extended warranties purchased or given to you.

Where your rights under the Australian Consumer Law do not apply but the item is covered by a separate manufacturer's warranty, you may need to seek a remedy from the manufacturer direct in accordance with the manufacturer's warranty. Headcase Haircare can put you in touch with the manufacturer should you have any questions regarding manufacturer’s warranty and return policy, such as the assessment process, required repair works and indicative repair times.

Faulty Item

If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo if possible.

Allergy Return

In the rare instance you've had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately.
Allergy returns must be less than 20% used upon arrival back with us.

Incorrect Item/Damaged on Arrival

If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery.

Please don't dispose of the item until we've had a chance to chat with you!

1. Get in touch

To request a return, please fill out the returns form here.
Please ensure this form is submitted before sending your item back to us - it makes the process a lot easier.

2. We'll get back to you

One of our Customer Service team members will contact you via email with instructions on how to create your return shipping label to get your item back to us.

3. Pack & Send

Pack up your item carefully, so it reaches us safely . You can re-use your Headcase Haircare packaging, or a similar sized box if you no longer have it.
Following the instructions emailed to you, print your return shipping label, and tape it to the front of the box.
Drop the parcel off at either an Australia Post Outlet, in a free standing post office box, or in your parcel locker.

4. Then what happens?

Returns from metro areas usually arrive to us within 7 business days, and can be longer from regional or remote areas. We will process your exchange, refund or store credit within 2 business days of your return arriving back to us.
We'll be in touch as soon as your return is complete.