Refund policy
Eco Hair & Co Refund & Returns Policy
Thank you for shopping with Eco Hair & Co.
We value your trust and want every customer to have a positive experience with our products.
Please read this policy carefully it outlines your rights and our responsibilities regarding returns, refunds, and exchanges.
We understand that selecting the perfect shade online can be challenging. To help ensure the best match, we strongly recommend using our free virtual colour matching service via our Vital Chat Support, or sending us a sample of your own hair before placing your order. This step helps prevent mismatches and ensures satisfaction with your purchase.
1. Returns
You may return your product within 30 days of receiving your order, provided it meets the following conditions:
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The product is unopened, unused, and in its original condition.
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The security seal and packaging must be intact.
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The product has not been altered, cut, dyed, toned, washed, or installed in any way.
Please note:
If the hair has been modified or tampered with, it cannot be accepted for return, even for inspection.
Returns that do not comply with our policy will be returned to the customer, and a return shipping fee may apply.
To initiate a return, ensure you have created a customer profile at checkout to access the return options and manage your order.
2. Refunds
Once your return is received and inspected, we will notify you via email regarding approval or rejection.
If approved, your refund will be processed back to your original payment method.
Please allow 10–30 business days for the refund to appear in your account, depending on your payment provider.
Important notes:
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Refunds apply only to eligible full-priced items that meet all return requirements.
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If you selected free shipping, a shipping fee will be deducted from your refund to cover original shipping costs.
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Due to hygiene regulations, we cannot accept or refund opened, worn, or tampered hair products.
3. Sale & Sample Items
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Sale items are final sale and not eligible for refund or exchange.
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Sample items (“Try a Row”) are non-refundable and non-returnable. These samples are intended for colour and texture testing only and are not eligible for credit, refund, or exchange.
Please note:
If you purchase without using our free virtual colour matching service or seeking professional guidance, and the shade appears different from what you expected, this does not qualify as a fault or grounds for refund. Colour representation can vary slightly depending on lighting and screen display.
4. Hair Quality Issues & Exchanges
Our hair is 100% human and undergoes quality control before shipping.
However, if you believe your product has a manufacturing fault, please:
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Email us within 14 days of receiving your order.
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Include photos and videos showing the issue.
Our technical team will assess your case within 5–7 business days.
If a genuine quality issue is confirmed, we will provide a replacement or in-store credit.
Refunds for faulty products are issued only after full inspection and approval from our quality team.
Please understand that issues caused by improper installation, chemical treatment, heat damage, or incorrect maintenance are not classified as product faults and are therefore not eligible for refund or exchange.
5. Shipping & Customs
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Customers are responsible for return shipping costs, which are non-refundable.
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If you live outside Australia, please note that customs duties or import taxes may apply. These fees are set by your local government and are not included in your purchase price.
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Delays caused by customs clearance are beyond our control and may take up to 30 days.
If you refuse or decline delivery due to customs charges, a refund will be processed only once the item is returned to us. We will deduct any:
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Return postage costs
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Customs fees
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Original shipping charges
6. Responsibility & Expectations
At Eco Hair & Co, we believe in transparency and mutual respect.
We invest significant care in quality control, packaging, and education to ensure every client receives professional-grade products.
By purchasing from us, you acknowledge that:
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You have read and understood our refund and return policy before ordering.
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You have taken appropriate steps to verify your shade and suitability through our free matching service.
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You accept that human hair extensions require care and maintenance, and results may vary based on installation and aftercare practices.
7. Contact Us
If you have any concerns or questions about your order or our policies, please contact us:
📧 Email: ecohairc@gmail.com
🌐 Website: ecohairco.au
📍 Eco Hair & Co Support Team
We’re always here to help and aim to provide fair, respectful resolutions in every case but we also expect customers to follow our procedures and policies to ensure a smooth and professional experience for all.
