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 a 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 to the manufacturer for inspection.
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's 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 impacts, incorrect voltage, product residue buildup, 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 the manufacturer's 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, 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 a 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 customer's responsibility.
Return Shipping for Faulty Products
If you believe a product is faulty, please contact us with your order number, a 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, the product may be assessed by SSS Hair, the manufacturer, distributor or an authorised service centre to determine whether a fault is present.
Where appropriate, SSS Hair may provide a prepaid return label to allow the product to be returned for assessment.
If the product is confirmed to be faulty under Australian Consumer Law, SSS Hair will provide an appropriate remedy in accordance with your consumer rights and cover reasonable return shipping costs.
If No Fault Is Found
If, after inspection and testing, no fault is identified and the product is found to be operating as intended, the return is not considered a confirmed warranty claim.
Where SSS Hair provided a prepaid return label for the assessment, the customer may be required to cover the cost of that label. Our current prepaid return label fee is $12.
If the customer would like the inspected product returned, the customer will also be responsible for the applicable return delivery cost. Our current standard return delivery charge is $9.95.
If no fault is found and SSS Hair, at its discretion, agrees to accept the product back and issue a refund rather than return it to the customer, the $12 prepaid return-label fee may be deducted from the refund.
Where the original order qualified for free shipping because its total value was over $200, and refunding the returned product reduces the value of the products retained by the customer to below the $200 free-shipping threshold, the standard $9.95 shipping charge may also be deducted from the refund. This reflects the shipping charge that would have applied to the retained items had they been purchased separately at their final order value.
Any refund offered where no product fault has been identified is at SSS Hair's discretion and does not constitute an acknowledgement that the product was faulty.
We will advise the customer of the assessment outcome and any applicable charges before returning the product or processing a discretionary refund.
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
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.