Returns & Refunds

Last updated: October 2026

Change of Mind

We do not offer refunds for change of mind, including incorrect selection of colour, length or product where we supplied the item accurately as ordered and described. This applies to hair extensions, toppers, wigs, tools, accessories, haircare, custom orders and sale items.

Exchanges for change of mind are not offered, except for discretionary hair exchanges as outlined below.

Please contact us before purchasing if you need help choosing.

Hair Returns & Hygiene

For hygiene reasons, we do not offer refunds on hair extensions, toppers or wigs for change of mind.

An exchange may be granted at our discretion once the hair has been returned and assessed. To qualify for a discretionary exchange, the hair must be unused, unworn, uninstalled and unaltered, with its original packaging, seals and ties intact.

Please contact us before returning any hair. Return postage for a change-of-mind exchange is the customer’s responsibility.

Faulty or Incorrectly Supplied Products

If your product arrives damaged, is faulty or does not match your order or its description, please contact us using the details below with proof of purchase, details of the issue and any helpful photographs.

We may need to inspect the product before determining the appropriate remedy.

Hair and Product Care

Please follow the care and usage instructions supplied, including guidance on suitable aftercare products recommended by Brooke Hames Hair.

We are not responsible for problems caused by misuse, accidental damage or failure to follow appropriate care instructions.

For hair products, this may include damage caused by excessive heat, chemical processing, chlorine, salt water or unsuitable aftercare products.

Each concern is assessed individually. These circumstances, including using a product we have not recommended, do not automatically exclude a claim for an unrelated product fault.

Return Postage

Where a product fault is confirmed, we will reimburse reasonable return postage costs. Please keep your postage receipt and submit it to us for reimbursement.

6-Month Product Warranty

We offer a six-month warranty from the date of purchase covering manufacturing defects in our products.

This additional warranty does not cover normal wear and tear or damage caused by misuse, accidents or improper care.

Contact Us

Email: hello@brookehameshair.com.au
Phone: +61 431 824 945
Brooke Hames Hair, 33 Martins Dr, Kuluin QLD 4558