Refund 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 for change-of-mind requests. Items must meet the eligibility conditions outlined below.

This voluntary returns policy does not affect any rights or remedies available under Australian Consumer Law.

To be eligible for a change-of-mind 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:

  • Sale and clearance items are not eligible for change-of-mind returns or exchanges.

  • Refunds are not offered for change of mind. Eligible returns are provided with store credit or an exchange only.

  • Opened or used hair extensions are not eligible for change-of-mind returns or exchanges.

  • If you purchased from a third-party salon or retailer, please contact the original place of purchase regarding your return.

Wholesale Orders – Refund Policy

We do not offer refunds on wholesale orders due to client no-shows, cancelled appointments or change of mind.

Eligible items may be returned for store credit or exchange, subject to the timeframes and conditions outlined above. Please ensure your clients are committed and your product selections are correct before placing an order.

Wrong Colour?

If you’ve made a mistake with your colour selection, we are happy to offer an exchange.

Please note that our colour chart is intended as a guide only. Colours may appear differently depending on screen settings, lighting and individual perception.

Please contact our customer service team at support@sophiahair.com.au within 7 days of receiving your order.

Please ensure the hair remains unopened, unused and in its original packaging, with all ties and security tags intact.

How to Request a Return or Exchange

Email support@sophiahair.com.au with your full name, order number and reason for the return or exchange.

Please wait for instructions from our team before sending your item back.

Once received, we’ll process your approved change-of-mind return within 1–2 business days.

For approved change-of-mind returns and exchanges, original shipping charges are non-refundable. Customers are responsible for return and exchange shipping costs.

Hair Extension Guarantee

Sophia Hair Australia provides a voluntary 3-month manufacturer's guarantee against eligible manufacturing defects in our hair extensions.

Guarantee Period

The guarantee commences on the date of installation, provided the extensions are installed within 6 months of the original purchase date.

Extensions must be stored appropriately before installation, in their original condition and away from excessive heat, moisture, direct sunlight and other conditions that may affect their quality.

Extensions installed more than 6 months after purchase fall outside this voluntary guarantee.

Manufacturing Defects

Potential manufacturing defects include:

  • Weft seam splitting caused by defective manufacturing.

  • Excessive shedding attributable to a manufacturing fault.

  • Abnormal or excessive matting attributable to a manufacturing fault.

The presence of one of these issues does not automatically establish a manufacturing defect. Each claim will be assessed based on the condition of the extensions, available evidence and relevant circumstances.

Guarantee Exclusions

The voluntary manufacturer's guarantee does not cover problems caused by:

  • Use of unsuitable haircare products, including protein or keratin-based products.

  • Colouring, bleaching, chemical straightening, perming or other chemical treatments.

  • Improper installation, removal or maintenance.

  • Improper storage or handling.

  • Failure to follow Sophia Hair Australia's aftercare instructions.

  • Excessive heat exposure, swimming or other environmental damage.

  • Normal wear and tear.

  • Normal colour variations, fading, tonal changes or discolouration.

Colour Variations & Fading

Our extensions are made from natural human hair, which can vary in porosity and underlying pigment. As a result, minor tonal variations may occur between strands, from top to ends, or between production batches. These subtle differences are a normal characteristic of processed human hair and do not necessarily indicate a manufacturing defect.

Our voluntary 3-month manufacturer's guarantee does not cover normal colour fading or tonal changes over time. As with naturally coloured hair, professional re-toning may be required to maintain the desired shade.

Any colour concerns should be reported before installation or chemical alteration so they can be assessed.

This guarantee does not limit any rights available under Australian Consumer Law.

Assessment and Resolution

All claims are subject to assessment. Sophia Hair Australia may request supporting documentation, photographs, videos and reasonable physical inspection of the affected extensions.

Where a manufacturing defect is confirmed and covered by this voluntary guarantee, Sophia Hair Australia will provide a replacement of the affected product.

Important Information

Our 3-month manufacturer's guarantee is provided in addition to your rights under Australian Consumer Law.

All manufacturing fault claims are assessed individually. We may request supporting information or inspection of the extensions before confirming an outcome.

How to Make a Guarantee Claim

If you believe your hair extensions have a manufacturing defect, please follow the process below.

1. Complete the Warranty Assessment Form

Download and complete our Warranty Assessment Form.

Download Warranty Assessment Form – Fillable PDF

2. Provide Supporting Information

Email your completed form to support@sophiahair.com.au, including:

  • Original Sophia Hair Australia order number and proof of purchase.

  • Date of installation and supporting salon records.

  • A description of the issue and when it first appeared.

  • Clear photographs and videos showing the affected extensions.

  • Details of the haircare products used and relevant aftercare history.

3. Initial Assessment

Our team will review the information provided and may request additional details or photographs to assist with the assessment.

4. Product Inspection

Where necessary, we may request the affected extensions be returned for physical inspection. Return instructions and any applicable shipping arrangements will be provided before the product is sent.

5. Claim Outcome

Following assessment, we will advise whether the issue is covered by our voluntary manufacturer's guarantee and the proposed resolution.

Claims will be assessed within a reasonable timeframe, taking into account the information and inspection required.

Claim Expenses

For claims under our voluntary guarantee, please contact us before returning any products so that applicable shipping arrangements and expenses can be confirmed in writing.

Where statutory consumer rights apply, any expenses or reimbursements will be handled in accordance with applicable Australian Consumer Law requirements.

Contact Details

Sophia Hair Australia
Operated by Cullen Beauty Group Pty Ltd
Po Box 412
Springwood QLD 4127
Email: support@sophiahair.com.au

Submitting a Warranty Assessment Form does not automatically establish a manufacturing defect or guarantee eligibility. Nothing in this claims process limits any applicable statutory rights.