Returns & Refunds
Because sometimes things don’t go to plan.
Our approach to returns, refunds and making things right when there’s an issue with your order.
We’re here to make things right.
We want you to feel confident shopping with Love4Curls. If something isn’t quite right with your order, this page explains what to do and how we’ll help.
Our returns policy applies alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy limits or excludes any rights or remedies you may have under Australian law.
1. Changed Your Mind?
We understand that sometimes you change your mind.
Love4Curls accepts eligible change-of-mind returns within 30 days of delivery, provided the product meets the conditions below.
To be eligible, your product must be:
- Unopened and unused
- In its original packaging
- In the same condition you received it
- Suitable for resale
- Accompanied by proof of purchase
Change-of-mind returns requested more than 30 days after delivery will generally not be accepted.
Our 30-day change-of-mind period does not limit your rights under the Australian Consumer Law if a product is faulty, damaged, unsafe or otherwise does not meet an applicable consumer guarantee.
2. A Few Exceptions
For hygiene and safety reasons, opened or used haircare products generally can’t be returned simply because you’ve changed your mind.
Gift cards are also non-refundable, except where required by law.
3. Something Not Quite Right?
If your product arrives damaged, faulty, incorrect or significantly different from its description, please let us know through our Let’s Talk page.
We’ll review the issue and work with you to find an appropriate solution.
Depending on the circumstances and your rights under the Australian Consumer Law, this may include a:
- Replacement
- Refund
- Repair, where applicable
- Other appropriate remedy
We may ask you to provide photographs or other information to help us understand what happened.
Sale items
Sale and promotional items are subject to the same consumer protections as full-price products.
If a sale item is faulty or otherwise doesn’t meet an applicable consumer guarantee, you may still be entitled to a remedy under the Australian Consumer Law.
For a change-of-mind return, the same 30-day return conditions apply.
4. Want to Return Something?
Before sending anything back, please get in touch through our Let’s Talk page. This helps us understand the reason for the return and make sure we give you the right instructions.
Please include:
- Your name
- Order number
- Product you’d like to return
- Reason for the return
- Photos, if relevant
Please don’t send your product back until your return has been approved by Love4Curls.
Approved Returns
Once your return has been approved, we’ll provide the appropriate return instructions.
5. Return Shipping
For an approved change-of-mind return, you are responsible for the cost of returning the product to us. Original shipping costs are generally non-refundable.
If a product is faulty, damaged, incorrectly supplied or otherwise covered by an applicable consumer guarantee, Love4Curls will cover reasonable return shipping costs where required by law.
We recommend using a trackable postal service when returning a product. Love4Curls cannot guarantee receipt of an untracked return.
6. Once We Receive It
Once your return arrives, we’ll inspect the product and let you know whether your return has been approved.
If approved, your refund will generally be processed back to your original payment method.
Please allow additional time for your bank or payment provider to process the refund.
7. Still Waiting for Your Refund?
If we’ve confirmed that your refund has been processed but you haven’t received it yet:
- Check your bank or payment account.
- Contact your card or payment provider, as processing times can vary.
- Contact your bank if necessary.
- If you’re still unable to locate the refund, reach out through our Let’s Talk page and we’ll help you investigate.
8. Gift Purchases
If a product was purchased as a gift, any approved refund will generally be issued to the original purchaser and original payment method.
Where appropriate, we may instead offer a Love4Curls gift card or store credit.
9. Exchanges
We generally offer exchanges where a product is faulty, damaged or incorrectly supplied, or where an exchange is otherwise appropriate under Australian Consumer Law.
If you’d like to exchange a product, please contact us through our Let’s Talk page before returning it.
10. Your Australian Consumer Law Rights
Our 30-day change-of-mind policy is separate from your rights under the Australian Consumer Law.
Australian Consumer Law provides consumer guarantees that apply to eligible products and services. If a product has a major failure, you may have the right to reject the product and choose a refund or replacement. For other failures, you may be entitled to have the product repaired, replaced or otherwise remedied as required by law.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law or other applicable legislation.
Need help with a return?
Let’s Talk — we’re happy to help.