Refund policy

HAUS OF CROWNS

Returns & Refund Policy

Due to the hygienic and personal nature of our hairpieces and accessories, we operate a strict returns policy designed to protect product integrity and hygiene standards.

Order Processing

Orders are processed promptly after purchase.

Once an order has been placed, it cannot be cancelled or changed.

Change of Mind Returns (Online Purchases Only)

Change-of-mind returns are not guaranteed and are assessed at our discretion.

Where approved, we offer store credit only for eligible online purchases.

To be eligible:

• Return request must be lodged within 7 days of delivery

• Item must be completely unused, unworn and unaltered

• Lace must not be cut

• No brushing, washing, styling, trimming or colouring

• All tags, hygiene seals and original packaging must remain intact

If approved:

• A $100 restocking and sanitisation fee will be deducted

• Return shipping is the responsibility of the customer

• Store credit will be issued once the item has been inspected and approved

For hygiene reasons, any item handled in a way that compromises resale will be deemed non-returnable.

Any item that shows signs of wear, odour, product use, fibre disturbance, lace stretching, brushing or alteration will be refused and returned to the sender.

Strictly Non-Returnable Items

The following items are final sale:

• Custom orders or made-to-order pieces

• One of a Kind / one-off pieces (non-repeatable items)

• Items that have been cut, styled, coloured, washed or altered

• Lace that has been cut or customised

• Worn or tried-on items without hygiene protection

Sale & Promotional Items

All sale, clearance and promotional items are final sale.

Change-of-mind returns, exchanges or store credits are not available on discounted items.

This does not affect your rights under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

Under Australian Consumer Law, you are entitled to a remedy if a product:

• Has a major fault

• Is not as described

• Is not fit for purpose

If you believe your item meets these criteria, please contact us as soon as possible after delivery with:

• Clear photos of the issue

• Description of the concern

• Proof of purchase

We will assess your claim in line with Australian Consumer Law and provide a repair, replacement or refund where required.

Colour, Blending & Appearance Disclaimer

Please note:

• Colours may appear different depending on screen settings, lighting and device display

• All hairpieces are handcrafted and may have slight natural variations

• Density is distributed across the base and not based on overall hair volume

• Minimal shedding is normal

• Toppers are designed to blend with natural hair; results may vary depending on your bio hair texture, colour and styling

These are not considered faults unless the item is significantly different from its description.

Shipping & Delivery

• All orders are shipped with tracking

• Signature on delivery may be required

If your order is lost or damaged in transit, please contact us so we can investigate with the courier.

Haus of Crowns is not liable for delays caused by courier services.

Once an item is marked as delivered, it becomes the customer’s responsibility.

International Orders

Customers are responsible for all customs duties, taxes and import regulations in their country.

We are not responsible for customs delays.

International duties and charges are non-refundable.

Payment Providers

Refunds (where applicable) will be processed back to the original payment method.

For purchases made via Afterpay, PayPal Pay in 4, or other buy-now-pay-later providers, refunds are subject to their terms.

We are not responsible for third-party fees or payment schedules.

Chargebacks & Disputes

We reserve the right to provide documentation, product inspection evidence, and correspondence in response to any payment disputes or chargebacks.

Fraudulent claims may be reported.

In-Store Purchases & Try-Ons

All purchases made in-store or following an in-person consultation are considered final sale.

During your appointment, you are given the opportunity to:

• Inspect the piece

• Try it on

• Assess colour, density and length

• Ask questions

• Confirm suitability

Once a piece has been approved and purchased in person, change-of-mind returns do not apply.

Important

• Proof of purchase is required for all claims

• Returns must be approved in writing before being sent

• Unauthorised returns will not be accepted

Consumer Law

This policy operates in accordance with Australian Consumer Law.