How to Return an Item

If you've changed your mind about a purchase, you may be eligible to return your item, subject to the conditions outlined below.

Items can be returned in person to our Dandenong South, Victoria showroom. Please bring your proof of purchase.

If you purchased an item online and would prefer to return it by post, please contact our team before sending your item back. We'll provide guidance on the return process.

Change of Mind Returns

We understand that sometimes you may change your mind about a purchase.

Salon First may offer a refund for a change-of-mind return, provided all of the following conditions are met:

• The return is requested within 7 days of purchase.
• You can provide satisfactory proof of purchase.
• The item is unused, unopened and in a saleable condition.
• All original packaging, labels and tags are intact.
• Any product seals remain unbroken and have not been tampered with.
• The item is not included in our change-of-mind exclusions listed below.

All returned items will be assessed by our team before a refund is approved. This applies to both in-store and online purchases.

Change-of-mind refunds are offered at Salon First's discretion and are not guaranteed.

Items Excluded from Change of Mind Returns

Please choose carefully when purchasing the following items, as we do not accept change-of-mind returns or exchanges for these products:

• Clearance items, including products marked as clearance or reduced to clear.
• Acrylic brushes.
• Lash glues and adhesives.
• Nail adhesives.
• Face masks.

These exclusions do not apply where a product fails to meet a consumer guarantee under Australian Consumer Law.

Excessive or Unreasonable Returns

To help prevent fraud, misuse or abuse of our change-of-mind policy, Salon First reserves the right to decline discretionary returns where an unreasonable or excessive pattern of returns is identified.

We may also restrict or decline future transactions where appropriate and permitted by law.

These measures do not affect any rights or remedies available under Australian Consumer Law.

Proof of Purchase

Proof of purchase is required when requesting a return, exchange, refund or repair.

Your original tax invoice is the preferred form of proof of purchase. Other reasonable evidence of purchase may also be accepted where required under Australian Consumer Law.

Please ensure you have your proof of purchase available when contacting our team or returning an item. Our team may need to verify the purchase details before processing your request.

Without satisfactory proof of purchase, we may be unable to approve a discretionary change-of-mind return.

Faulty Products & Consumer Guarantees

Goods purchased from Salon First may be covered by consumer guarantees under the Australian Consumer Law.

These guarantees apply independently of our change-of-mind policy and are not limited to the 7-day change-of-mind period.

The period during which a product may be covered depends on factors such as the nature of the goods, the price paid and any representations made about the product.

What if my product is faulty?

If you believe an item is faulty or defective, please contact our team so we can assist.

We may ask you to provide photographs, video footage or further information to help us understand the issue.

In some cases, the product may need to be assessed by the manufacturer or an authorised service agent within a reasonable period.

Repairs, Replacements & Refunds

Where a product does not meet an applicable consumer guarantee, the remedy will depend on the nature of the failure.

• For a minor failure, Salon First may choose to repair, replace or refund the item in accordance with Australian Consumer Law.
• For a major failure, you may be entitled to choose a refund or replacement, or seek compensation for the reduction in value of the goods, as provided by law.

Where repairs are undertaken, refurbished parts may be used. In some circumstances, goods presented for repair may be replaced with refurbished goods of the same type.

Where damage has been caused by misuse, neglect or abnormal use, and no consumer guarantee has been breached, a refund, replacement or repair may not be available.

How Refunds Are Processed

Approved refunds will generally be processed using the original payment method.

• Online purchases: Refunds will generally be returned to the original account or card used for payment.
• In-store card purchases: The original card and cardholder may be required to process the refund.

If the original payment method is no longer available, please contact our team to discuss an appropriate alternative.

Return Freight & Shipping Costs

For change-of-mind returns, return freight costs are the responsibility of the purchaser.

Customers are responsible for ensuring returned goods are securely packaged and arrive in a suitable condition.

Where goods fail to meet an applicable consumer guarantee, return or transport costs will be handled in accordance with Australian Consumer Law.

Gifts, Bonus Offers & Bundled Products

Gift or Bonus with Purchase

If your purchase included a complimentary gift or bonus item, the gift or bonus must also be returned when requesting a change-of-mind refund, unless otherwise stated.

If the gift or bonus cannot be returned, or is no longer in a saleable condition, the value of the gift or bonus may be deducted from any discretionary refund.

Bundle Offers

If you purchased products as part of a bundle offer, all items included in the bundle must be returned for a full change-of-mind refund.

If any bundle items are not returned, their value may be deducted from the available refund.

These conditions do not limit your rights under Australian Consumer Law.