Refund policy
Hair Extensions
We want you to love your Kandy Locks hair extensions. Our policy is designed to be fair, transparent, and compliant with Australian Consumer Law, while maintaining the highest standards of hygiene and product safety.
Please read the information below carefully before submitting a return or exchange request.
Hygiene and Product Safety
Due to health and safety regulations and the personal nature of hair extension products, we do not accept returns or exchanges on hair extensions that have been opened, worn, or altered in any way.
This includes, but is not limited to:
• Breaking the original seal on wefts or tape extensions
• Removing protective packaging
• Bleaching, colouring, toning, or applying any chemical products
• Washing, cutting, heat styling, or wearing the hair
Once the seal is broken, the product is considered used and cannot be returned or exchanged.
If you are unsure about your colour match, we strongly recommend purchasing a colour ring before placing your order.
Faulty Products and Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major fault, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major fault.
If you believe you have received a faulty product, please contact us as soon as possible. All faulty items must be returned for inspection before a replacement or refund can be approved.
If a manufacturing fault is confirmed, the item will be replaced where stock is available, or a refund will be issued if a replacement is not available.
If you choose to repurchase the hair before returning the faulty item, a full refund will be processed once the original item has been assessed and confirmed as faulty.
Kandy Locks Hair Guarantee
Our Kandy Locks hair extensions include a 12 month quality guarantee.
To be eligible, the following conditions must be met:
• The hair must be returned for inspection
• The issue must be determined to be a manufacturing fault
• Correct aftercare and recommended products must have been used
This guarantee covers issues such as excessive shedding, matting, and breakage.
This guarantee does not cover colour fading, or damage caused by chemical services, incorrect products, or improper aftercare.
The guarantee becomes void if the hair has been exposed to keratin or protein based products, hair colour or bleach, or excessive or improper heat styling.
Exchanges
If you have ordered the incorrect shade or length, we offer exchanges within 10 days of receiving your order, provided the hair is unused, remains in original unopened packaging, and the seal has not been broken.
A $20 shipping and handling fee applies to all exchanges.
Store Credit
Orders under $200 are eligible for store credit only.
Returns received after 14 days from delivery are eligible for store credit only.
Store credit is issued once the return has been received and approved.
Exchange and Return Process
To submit a return or exchange:
- Place the item back into the original satchel or packaging
- Complete the returns form and include it inside the package
- Securely seal the parcel and post it to:
Kandy Locks Salon
564 Esplanade
Urangan, QLD 4655
Australia
Colour exchanges are complimentary, however a $20 shipping and handling fee still applies.
Processing Time
Please allow two to three business days for assessment once your return has been received. You will be notified via email once your return, exchange, or refund has been finalised.
Kandy Locks Bleach-Proof Apparel
At Kandy Locks, each product is made to order, with many items customised specifically for you. Due to the personalised nature of our products, please read the following carefully before placing your order.
Custom & Personalised Items
- All customised or personalised items are final sale.
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This includes items featuring:
- Your business logo
- Custom text or branding
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Made-to-order colour or size selections
We do not offer refunds, exchanges, or returns for change of mind on customised products.
Once your order has been confirmed and approved, it is sent into production and cannot be changed or cancelled.
Order Approval Responsibility
Before production begins, you will be required to review and approve all details, including logo placement, spelling, sizing, and colours.
By approving your order, you confirm that all details are correct.
Kandy Locks is not responsible for errors approved by the customer, including spelling mistakes, incorrect sizing, or design choices.
Please ensure you are 100% confident before confirming your order.
Garment Care & Washing Instructions
To maintain the quality, print, and bleach-proof properties of your garment:
- Wash on a cold wash only
- Do not place in the dryer
- Hang or lay flat to dry
Failure to follow these care instructions may result in cracking, peeling, or damage to the print.
Damage caused by incorrect washing or drying is not considered a manufacturing fault and will not be eligible for a refund or replacement.
Faulty or Incorrect Items
If an item arrives faulty or incorrect due to an error on our end, we will happily resolve the issue.
You are eligible for a replacement or refund only if:
- The item is faulty
- The item was manufactured incorrectly
- The item does not match the approved order due to our error
Reporting a Fault
Please contact us within 7 days of receiving your order.
Email: hello@kandylocks.com.au
Include:
- Your order number
- Clear photos of the issue
- A brief description of the fault
Each claim will be assessed, and where appropriate, we will arrange a replacement or refund.
What Is Not Considered a Fault
The following are not eligible for returns or refunds:
- Change of mind
- Incorrect size selection
- Approved design or logo errors
- Minor colour variations due to screen differences
- Normal wear and tear
- Damage caused by incorrect washing or care
