Refunds and Returns Policy
Overview
At Elnatan Hair Studio, we do not offer refunds or returns for change of mind, incorrect product selection, or personal preference.
This policy does not limit or exclude any rights you may have under the Australian Consumer Law. If a product has a major problem, is faulty, unsafe, significantly different from the description, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy as required by law.
Change of Mind
We do not accept returns, refunds, or exchanges if you:
- Change your mind
- Choose the wrong product
- No longer want the item
- Do not like the smell, texture, packaging, or result of the product
- Find the item cheaper elsewhere
- Purchased the product during a promotion or sale
Eligibility for a Return
A return may only be accepted where required under the Australian Consumer Law or where Elnatan Hair Studio approves the return in writing.
To request a return, you must provide:
- Your full name
- Order number or proof of purchase
- A clear explanation of the issue
- Photos or videos showing the problem, where applicable
Please do not send any product back to us without contacting us first and receiving return instructions.
Faulty, Damaged, or Incorrect Items
If your item arrives damaged, faulty, incorrect, or significantly different from what you ordered, please contact us as soon as possible at:
We may ask you to provide photos, videos, or other evidence so we can assess the issue.
If the product is confirmed to have a problem covered by Australian Consumer Law, we will provide an appropriate remedy, which may include a replacement, repair, refund, or reimbursement of reasonable return shipping costs where required by law.
Opened or Used Products
Due to hygiene and safety reasons, opened or used personal care products cannot be returned unless they are faulty or otherwise fail to meet a consumer guarantee under Australian Consumer Law.
This includes, but is not limited to:
- Shampoo
- Conditioner
- Hair serum
- Hair treatment products
- Personal hair care items
Refunds
Once your return request has been reviewed, we will notify you by email whether your refund, replacement, or other remedy has been approved.
If a refund is approved, it will be processed back to your original payment method. Please allow time for your bank, card provider, or payment provider to process the refund.
Late or Missing Refunds
If your refund has been approved but you have not received it yet, please first check your bank account again.
Then contact your bank, card provider, or payment provider, as processing times can vary.
If you have done this and still have not received your refund, please contact us at:
Sale Items
Sale, discounted, or promotional items are not eligible for change-of-mind refunds or returns.
However, your rights under Australian Consumer Law still apply. If a sale item is faulty, unsafe, significantly different from its description, or otherwise fails to meet a consumer guarantee, you may still be entitled to a remedy.
Exchanges
We only offer exchanges where required by Australian Consumer Law or where we approve the exchange in writing.
If your item is defective, damaged, or incorrect, please email us at:
Shipping Returns
To return a product, please contact us first for return instructions.
Approved returns may be sent to:
Elnatan Hair Studio
5/133 Wakefield Street
Adelaide SA 5000
South Australia
Australia
Customers are responsible for return shipping costs for any return that is not related to a fault, defect, incorrect item, or another issue covered by Australian Consumer Law.
If a product is confirmed to have a problem covered by Australian Consumer Law, we will reimburse reasonable return shipping costs where required by law. Customers should keep proof of postage and shipping receipts.
We recommend using a trackable shipping service. We are not responsible for returned items that are lost in transit before they are received by us.
Need Help?
For questions about refunds, returns, exchanges, or faulty products, please contact us:
Email: elnatanhairstudio@gmail.com
Address: 5/133 Wakefield Street, Adelaide SA 5000, South Australia
Website: https://elnatanhairstudio.com