Refund policy

RETURN & EXCHANGE POLICY

Sophia Hair Australia is operated by Cullen Beauty Group Pty Ltd (ABN: 35689030948).

At Sophia Hair Australia, we offer exchanges or returns for store credit on eligible items within 30 days of purchase. Returns or exchanges will not be accepted after this period.

To be eligible for a return or exchange:

  • The item must be in its original packaging, unopened, and unused.

  • Hair extensions must be in original condition, with all ties and security tags fully intact.

  • You must contact our customer service team before returning any item.

Please note:

  • Items marked on sale or clearance are final sale and not eligible for return or exchange.

  • Refunds are not offered for change of mind, opened or used hair extensions, or sale/clearance items.

  • If you purchased from a third-party salon or retailer, you must return the product to the original place of purchase.

  • Note: All returns/refunds incur a $25 processing fee, which come off the total refund amount.

Wrong Colour?
If you’ve made a mistake with your colour selection, we are happy to offer an exchange.
Please contact our customer service team at support@sophiahair.com.au within 7 days of receiving your order.
Please ensure the hair remains unopened with ties intact.

Note: All colour exchanges incur a $25 processing fee, which must be paid before the replacement is sent.

How to Request a Return or Exchange:
Email support@sophiahair.com.au with your full name, order number, and reason for return/exchange.
Please wait for instructions from our team before sending your item back.
Once received, we’ll process your return within 1–2 business days.
Shipping costs are non-refundable, and customers are responsible for all return/exchange shipping fees.

Incorrect Orders
If you receive an incorrect or incomplete order, please contact support@sophiahair.com.au within 7 days of delivery.
We’ll promptly work to resolve the issue.

Hair Extension Guarantee
Sophia Hair guarantees our hair extensions against manufacturing faults such as seam splitting, excessive shedding, or matting. Any guarantee claims must be made within 30 days of purchase (not from the date of application).

This guarantee does not cover:

  • Use of protein or keratin-based products

  • Colouring, bleaching, or chemical treatments

  • Misuse, improper storage, or failure to follow our aftercare guidelines

  • Normal wear and tear

  • Fading or discolouration of hair extensions

Please note: Fading or discolouration is a natural and expected process with human hair extensions due to factors such as heat styling, product use, sun exposure, swimming, hard water, and general daily wear. We recommend having your extensions professionally coloured or toned by a qualified hair colourist, just as you would your natural hair, to maintain their vibrancy over time.

If a manufacturer fault is confirmed, a replacement will be provided. Refunds are not offered for used hair extensions.

How to Make a Guarantee Claim:

  1. Confirm your issue meets our guarantee criteria

  2. Email support@sophiahair.com.au with your order number, a detailed description, photos/videos, and list of products used

  3. We’ll assess your case and respond within 24 hours

  4. If eligible, return the item for assessment

  5. We’ll notify you of the outcome within 7 business days

  6. Items that do not meet the guarantee will be returned to you

  7. We are not liable for returns lost in transit

Wholesale Orders – Refund Policy
Sophia Hair does not offer refunds on wholesale orders for:

  • No-show clients

  • Cancelled appointments

  • Change of mind

This policy is in place due to the custom nature and scheduling involved in wholesale supply. Please ensure your clients are committed before placing orders.