Return & Refund Policy

Your Rights under Australian Consumer Law

Under the Australian Consumer Law (ACL), customers have certain non-excludable rights (consumer guarantees). If a product you receive from us is faulty, unsafe, significantly different from its description, or does not perform as promised, you are legally entitled to a remedy — which may include a refund, replacement or repair. 
Our store policy below is in addition to those rights — it does not replace them.

Change-of-Mind Returns (Optional / At Our Discretion)

If you simply change your mind (for example: you ordered the wrong product, or you no longer want the item), we offer returns subject to the following conditions:

  • You must request a return within 30 days of delivery.

  • The products must be returned unused, unopened, and in their original, sealed packaging (if applicable), with all original labels/tags intact and in a resalable condition.

  • You must provide valid proof of purchase (order number, receipt, or tax invoice).

  • Items must be returned with all accessories, samples or free gifts (if any were included in the original order).

  • Original shipping charges are non-refundable. The customer is responsible for return shipping costs.

We reserve the right to refuse returns that do not meet the above conditions, or are opened, used, damaged, or not in their original condition.

Faulty, Damaged or Incorrect Goods

If the goods you receive are faulty, damaged during shipping, materially different from the description, or incorrect (wrong product):

  • Contact us as soon as possible, ideally within 7 days of receipt, with your order number and clear photos showing the issue.

  • Once we review and verify the issue:

    • We will offer a full refund, replacement, or store credit, at your choice.

    • We cover reasonable return shipping costs for faulty, damaged or incorrect items.

    • Refunds will be issued to the original method of payment, or store credit if preferred or original payment method is unavailable.

You are entitled to these remedies under the ACL — our policy will not limit or deny these rights.

Returns & Exchanges / Store Credit

  • For change-of-mind returns (when accepted), we may offer refund, exchange or store credit (depending on your preference and stock availability).

  • For faulty/damaged/incorrect goods, we always offer the consumer guarantee remedies as above (refund, exchange, or repair).

  • If you request a refund, we will process it as soon as reasonably practicable after receiving and inspecting the returned goods (or after approving the claim, if no return is required).

  • If you request store credit instead of refund — we will issue it immediately once the return is approved or the fault confirmed.

How to Request a Return or Refund

To request a return, exchange or refund:

  • Email us at support@nedahair.au (or use our contact form) with:

    • Your order number

    • Your name and contact information

    • The reason for return (change of mind / wrong item / damaged / faulty)

    • Photos showing the issue (for damage/fault)

  • Wait for our confirmation and return instructions.

  • Once approved, return the item (if required) using a trackable shipping method (at your cost for change-of-mind; at our cost for faulty/incorrect items).

Processing Time

We will process refunds, exchanges or store credit as soon as reasonably practicable after we receive the returned item (if applicable) and complete the inspection. Typically this is within 5–10 business days.

Exceptions / Non-Returnable Items

Because of hygiene and safety considerations (common for haircare and beauty products), we may exclude change-of-mind returns — especially once products are opened, used, or the hygiene seal is broken. This does not affect your legal rights under the ACL if the item is faulty, damaged or not as described. 

Amendments to This Policy

We may update this policy from time to time. The latest version will always be published on our website (e.g. under the “Returns & Refunds” section).