Refund policy

Last Updated: 26 July 2026

At Express Salon Supplies, we are committed to providing quality products and excellent customer service. If you experience an issue with your order, we're here to help.

This policy operates in conjunction with your rights under the Australian Consumer Law (ACL).

Change of Mind Returns

We understand that sometimes you may change your mind.

We may accept returns for change of mind provided that:

  • The return request is made within 14 days of receiving your order.
  • The product is unused, unopened and in its original condition.
  • The product is returned in its original packaging with all seals intact.
  • Proof of purchase is provided.

Please note:

  • Return shipping costs for change of mind returns are the responsibility of the customer.
  • Original shipping charges are non-refundable.
  • Refunds will be processed once the returned goods have been received and inspected.

For hygiene and safety reasons, we cannot accept returns on products that have been opened, used or tampered with unless they are faulty.

Faulty, Damaged or Incorrect Items

If you receive a product that is:

  • Damaged during transit
  • Faulty
  • Incorrectly supplied
  • Not as described

please contact us within 7 days of receiving your order.

Where possible, please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and packaging

After assessing the issue, we may offer:

  • A replacement
  • A repair (where applicable)
  • A refund
  • Store credit (where appropriate and agreed)

This does not limit your rights under the Australian Consumer Law.

Products Damaged During Delivery

If your parcel arrives damaged, please notify us as soon as possible and, where practical, before using the product.

Photographs of the packaging and damaged goods will assist us in resolving the issue quickly with the carrier.

Products That Cannot Be Returned

Unless required by law, we cannot accept returns for:

  • Opened or used hair, beauty or personal care products
  • Products that have been damaged through misuse or improper handling
  • Clearance or discontinued items marked as final sale
  • Gift cards
  • Custom or special-order products

Return Process

To request a return, please contact our customer service team before sending any products back.

Please include:

  • Your full name
  • Order number
  • Contact details
  • Reason for the return
  • Photographs if the item is damaged or faulty

Returns sent without prior approval may delay processing.

Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed back to your original payment method.

Please allow 5–10 business days for your financial institution to process the refund after it has been issued.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure.
  • Compensation for any other reasonably foreseeable loss or damage.
  • Have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

Contact Us

Questions about returns or refunds can be directed to:

Express Salon Supplies
Email: Hello@ExpressSalonSupplies.com.au
Phone: 0494 717 323

We aim to respond promptly and will work with you to resolve any issues fairly and efficiently.