Returns, Refunds and Warranty Policy
At SSS Hair, all products are supplied with guarantees under the Australian Consumer Law (ACL). These guarantees ensure products are of acceptable quality, match their description, and are fit for their intended purpose.
This policy explains how we handle returns, refunds, and warranty claims for both online orders and click-and-collect purchases.
Consumer Guarantees (Australian Consumer Law)
Under Australian Consumer Law, customers are entitled to a remedy if a product has a major or minor failure.
A major failure occurs when a product:
• Is unsafe
• Is significantly different from the description
• Has a problem that would have stopped the customer from buying it if known
• Cannot be fixed within a reasonable time
In the event of a major failure, customers may choose a refund or a replacement.
For minor failures, we may choose to repair, replace or resolve the issue within a reasonable timeframe.
Proof of purchase is required for all claims.
Change of Mind
We do not offer refunds for change of mind.
This includes situations where:
• You ordered the wrong item
• You no longer want the product
• The product does not meet personal expectations
• You found the item cheaper elsewhere
• You do not like the scent, texture or result of a hair product
In some cases, we may offer store credit at our discretion if the item:
• Is unopened and unused
• Is in original packaging
• Is returned within 14 days
• Is not a hygiene or consumable product
Return shipping costs are the responsibility of the customer.
Shipping costs are non refundable.
SSS Hair reserves the right to decline change of mind returns that do not meet these conditions.
Consumable Hair Products (Shampoo, Conditioner, Treatments, Styling Products)
Hair care products such as shampoos, conditioners, treatments and styling products are considered consumable items.
For hygiene and safety reasons, opened or used products cannot normally be returned simply because the product did not suit your hair, the scent or texture was not preferred, or the result was not what you expected.
Hair products can perform differently depending on factors such as hair type, hair condition, previous chemical treatments, application method and environmental factors. Because of this variability, dissatisfaction with results does not indicate a product fault.
If you believe a product is defective, we may assess the claim.
To be eligible for assessment:
• The claim must be made within 7 days of receiving the product
• The product must not be substantially used
• The majority of the original contents must remain in the bottle
• The original packaging and batch number must be available
• Proof of purchase must be provided
We may request:
• Photos of the product
• Photos of the batch number
• A description of how the product was used
If necessary, the product may be returned for inspection by the manufacturer.
If the product is confirmed to be faulty, we will provide a replacement, refund or store credit in accordance with Australian Consumer Law.
Hair Colour and Chemical Products
Hair colour and chemical treatments require correct formulation and application. Results can vary depending on hair history, existing colour, porosity, developer strength, processing time and previous chemical services.
Because of this, colour results cannot be guaranteed and products cannot be returned based on dissatisfaction with the colour outcome.
If a manufacturing defect is suspected, please contact us within 7 days and provide the batch number, photos and a description of the issue so the product can be assessed. The product may be referred to the manufacturer for assessment.
Electrical Products Warranty
Electrical tools and appliances such as dryers, clippers, straighteners and styling tools include a manufacturer warranty ranging from 1 to 5 years depending on the brand.
If a fault occurs during the warranty period, we may assist with a warranty claim or refer the product to the manufacturer or authorised service centre for inspection.
Warranty claims may require proof of purchase and product inspection before approval.
Warranty does not cover damage caused by misuse, drops or impact, incorrect voltage, product residue build up, improper storage or normal wear and tear.
Wear and Tear Parts
Certain components are considered wear and tear parts and are generally not covered by manufacturer warranty.
These may include clipper blades, shaver foils and cutters, cutting heads, brushes and attachments and other moving parts subject to regular friction and maintenance.
These parts naturally wear over time and require routine replacement.
If a component arrives damaged or faulty on arrival, please contact us within 7 days.
Damaged Items in Transit
If your order arrives damaged, please contact us within 48 hours of delivery and include photos of the packaging and the damaged product so we can investigate with the courier.
Incorrect Items
If you receive an incorrect item, please contact us within 7 days of receiving your order so we can resolve the issue.
Items must remain unused and in their original packaging until the issue has been reviewed.
Click and Collect Orders
Orders collected in store follow the same return conditions as online orders.
Customers are encouraged to inspect items at the time of collection.
If an issue is discovered after collection, please contact us within 7 days.
Return Approval
Returns must be approved before items are sent back.
To request a return, please provide:
• Order number
• Product name
• Description of the issue
• Photos or video where applicable
Items returned without approval may not be accepted.
SSS Hair reserves the right to decline returns where excessive or unusual return activity is identified, including repeated returns of the same product.
Shipping Costs and Change of Mind Returns
If an order is returned for change of mind, the original shipping cost is not refundable.
For orders that qualified for free shipping over $200, the standard shipping cost may be deducted from the refund if the order is returned.
Returns that reduce the final order value below the free shipping threshold may also have the standard shipping cost deducted from the refund.
Premium shipping services such as Express Post, Same Day Delivery, 4 Hour Delivery or Tonight Delivery are non refundable once the order has been dispatched.
Return shipping costs for change of mind returns are the responsibility of the customer.
Return Shipping for Faulty Products
If you believe a product is faulty, please contact us with your order number, description of the issue and photos or video where possible.
In many cases we may be able to resolve the issue without requiring the product to be returned.
If a return is required for inspection, customers may initially be asked to return the product.
If the product is confirmed to be faulty under Australian Consumer Law, reasonable return shipping costs will be reimbursed or a prepaid return label may be provided.
Orders Returned After Dispatch
If an order is cancelled or returned after it has already been shipped, the original shipping cost may be deducted from the refund.
This applies even if the order qualified for free shipping at the time of purchase.
Refund Processing
Once a return is received and inspected, approved refunds will be processed to the original payment method.
Please allow several business days for the refund to appear depending on your payment provider.
Contact
If you need help with a return or warranty claim, please contact our team with your order number and details of the issue.