Terms of service

Last updated: 29 October 2026

Overview

Welcome to Sophia Hair Australia.

Sophia Hair Australia is operated by Cullen Beauty Group Pty Ltd (ABN: 35 689 030 948). Throughout these Terms, “we”, “us” and “our” refer to Cullen Beauty Group Pty Ltd trading as Sophia Hair Australia.

We operate this website and store, including its information, content, features, tools, products and services (the “Services”). Our online store is powered by Shopify.

These Terms of Service, together with the policies referenced below, apply when you access our Services or purchase from us.

By using the Services or placing an order, you agree to these Terms. Our Privacy Policy explains how we handle personal information.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy under Australian Consumer Law or other applicable law that cannot lawfully be excluded, restricted or modified.

1. Access and Accounts

You must be at least 18 years old, or have the permission of a parent or guardian, to place an order. If purchasing for a business, you must be authorised to act on its behalf.

You agree to provide accurate, complete and current contact, billing, payment and delivery information.

You must keep your account credentials secure and notify us promptly if you suspect unauthorised access. You must not knowingly allow another person to misuse your account.

Trade accounts must not be transferred or shared with another business without our written approval.

2. Products and Product Information

We take reasonable care to describe and display our products accurately.

Hair colour and appearance can vary depending on lighting, screen settings and the characteristics of coloured human hair. Minor variation between batches may occur. This does not affect any requirement for products to match their description or any applicable consumer guarantees.

If you are unsure about a shade, please contact us before ordering or use our colour-matching resources or professional colour ring.

Product information, availability and ranges may change. Changes do not alter the description or agreed terms of an order already accepted by us.

Product lifespan varies with factors including shade, installation, maintenance, aftercare and use. Any lifespan guidance is an estimate rather than a guarantee of a particular result, subject to applicable consumer rights.

3. Orders and Payment

By placing an order, you offer to purchase the selected products and authorise payment of the total shown at checkout.

An automated order acknowledgement confirms receipt of your order. Acceptance occurs when we confirm acceptance or dispatch your order.

Payment must clear before dispatch unless we have agreed otherwise in writing.

We may decline an order on reasonable grounds, including unavailable stock, suspected fraud, an obvious pricing error or an inability to deliver to the nominated location.

If we cannot fulfil an order, we will contact you. We will not substitute a different product without your agreement. If we cancel an order or an unavailable portion after payment, we will refund the amount paid for the cancelled items and any associated delivery charges that no longer apply.

Please check your products, quantities, shades and delivery details before submitting an order. Contact us promptly if you need a change or cancellation. We may be unable to accommodate changes once processing or dispatch has occurred.

Our change-of-mind policy does not create an automatic right to cancel an accepted order for a refund. This does not limit any statutory cancellation or refund rights.

4. Wholesale and Trade Purchases

We supply products to retail customers and approved salon and trade customers.

Approved trade customers may purchase products for professional installation and resale in the ordinary course of their business.

Trade pricing and account access are subject to eligibility. We may request reasonable evidence of your business or professional status.

Trade customers must provide accurate business details and must not misrepresent their relationship with Sophia Hair Australia or claim to act on our behalf.

We do not offer change-of-mind refunds because of client no-shows, cancelled appointments or changes to a client’s requirements.

Eligible products may be exchanged or returned for store credit under our Refund & Returns Policy.

Nothing in this section excludes statutory rights that apply to a particular transaction.

5. Prices, Taxes and Billing

Prices are displayed in the currency identified on the website or at checkout.

Australian consumer-facing prices include GST where applicable. Any trade prices displayed exclusive of GST will be clearly identified, with applicable GST shown before payment.

Shipping charges and any other applicable charges collected by us will be disclosed before you complete your purchase.

International customers may be responsible for import duties, taxes or customs charges imposed by their destination country where these are not collected at checkout.

Prices, discounts and promotions may change for future purchases. Changes do not retrospectively alter an accepted order.

Promotions may have additional conditions disclosed with the offer. Those conditions apply to the relevant promotion, subject to applicable law.

You must be authorised to use your selected payment method.

6. Shipping, Delivery and Collection

Dispatch and delivery information is set out in our Shipping Policy.

Unless expressly confirmed as guaranteed, delivery timeframes are estimates. Carrier delays, customs processing and events outside our reasonable control may affect delivery.

We will take reasonable steps to notify you of significant delays known to us and assist with delivery problems.

If your parcel is missing, damaged or incorrectly delivered, please contact us so we can investigate and assist. We will not require you to resolve a carrier issue alone where we remain responsible under applicable law.

You must provide accurate delivery details. If an incorrect address supplied by you causes an unsuccessful delivery, reasonable redelivery costs may apply. We will explain any proposed charges before arranging redelivery.

For collection orders, please wait until you receive confirmation that your order is ready and follow the collection instructions provided.

Nothing in this section excludes our obligations or your remedies under applicable law.

7. Returns, Exchanges and Store Credit

Our Refund & Returns Policy sets out the full eligibility requirements and process.

For eligible change-of-mind requests:

• We offer exchanges or store credit within 30 days of purchase.

• Products must be unopened, unused and in their original packaging.

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

• Colour exchanges must be requested within 7 days of receiving the order.

• Sale and clearance items are excluded.

• Refunds to the original payment method are not offered.

• Customers are responsible for return and exchange shipping costs.

• Original shipping charges are non-refundable.

Please obtain approval and return instructions before sending an item back.

These change-of-mind conditions do not apply to restrict remedies available under Australian Consumer Law for faulty, incorrectly supplied or otherwise non-compliant products.

8. Installation, Aftercare and Manufacturer’s Guarantee

Our hair extensions are intended for professional installation using an appropriate method.

Please follow our product instructions and Aftercare Guide.

Sophia Hair Australia offers a voluntary 3-month manufacturer’s guarantee against eligible manufacturing defects, commencing on the date of installation, provided the extensions are installed within 6 months of purchase and stored appropriately beforehand.

Claims are assessed individually and may require proof of purchase, installation records, photographs, aftercare information or reasonable physical inspection.

Normal colour fading and tonal changes are not covered by the voluntary guarantee. Coloured human hair may require professional re-toning over time.

The guarantee’s full conditions, exclusions and claims process are set out in our Hair Extension Guarantee and Refund & Returns Policy.

The voluntary guarantee is additional to applicable statutory rights. Its time limits and exclusions do not limit rights available under Australian Consumer Law.

9. Intellectual Property

Website content, branding, images, graphics, text, videos and other materials are owned by us or used with permission from their respective rights holders.

You may use our website to browse, purchase products and manage legitimate personal or business dealings with us.

Purchasing products does not transfer ownership of our trademarks, photographs or other intellectual property.

Unless permitted by law or authorised by us in writing, you must not copy, republish, modify or commercially exploit our website content.

Trade customers wishing to use our product images or branding for their own marketing should obtain our permission first.

Nothing in this section prevents lawful resale of genuine products or uses otherwise permitted by law.

10. Third-Party Tools and Links

Our Services may include tools, integrations or links provided by third parties.

Third-party services may have their own terms and privacy policies. Please review those terms before using them.

We do not control independent third-party websites or guarantee their content or availability. This does not exclude responsibility for our own conduct or obligations that cannot lawfully be excluded.

11. Relationship With Shopify

Shopify provides the platform that enables us to operate our online store.

Purchases from this store are made with Cullen Beauty Group Pty Ltd trading as Sophia Hair Australia, rather than Shopify.

Shopify’s responsibility for its own platform and services is governed by applicable law and any terms that apply directly between you and Shopify.

12. Privacy

Our Privacy Policy explains how we collect, use and disclose personal information.

Shopify also processes information in connection with hosting the store, processing transactions, maintaining security and providing its services.

Further information is available in the Shopify Consumer Privacy Policy.

13. Reviews and Feedback

You may submit reviews, suggestions or other feedback where the Services permit.

You must have the necessary rights to submit that material. Your submissions must not be unlawful, misleading, abusive or infringe another person’s intellectual property or privacy.

If you submit a review or other material for public display, you grant us a non-exclusive, royalty-free licence to display, reproduce and reasonably format it in connection with our products and business, subject to applicable privacy law and any consent requirements.

We will not edit a review in a way that misrepresents its meaning. Incentives or commercial relationships associated with reviews must be disclosed where required.

Private customer support messages and warranty evidence are handled under our Privacy Policy. Sending them does not, by itself, give us permission to publish them for marketing.

14. Errors and Inaccuracies

We may correct typographical errors, inaccurate information or omissions on the website.

If a material error affects an order you have placed, we will contact you and explain the available options. We will not charge an increased price or supply a materially different product without your agreement.

If we cannot proceed with an order and cancel it, we will refund payments for the cancelled products and any delivery charges that no longer apply.

15. Acceptable Use

You must not use the Services to:

• Engage in fraud or other unlawful conduct.

• Submit deliberately false or misleading information.

• Harass, threaten or abuse staff or other people.

• Infringe intellectual property or privacy rights.

• Send spam or malicious communications.

• Introduce viruses or other harmful code.

• Access accounts, systems or information without authority.

• Interfere with website security or normal operation.

• Collect personal information about others without a lawful basis.

• Copy or extract website content in breach of applicable law or these Terms.

These restrictions do not prevent lawful complaints, honest reviews or the exercise of statutory rights.

16. Automated Access and Agents

Automated tools and agents must not be used to bypass security controls, access restricted information, misrepresent their identity or impose an unreasonable load on our Services.

Where an automated agent acts on your behalf, you remain responsible for ensuring that its actions are authorised by you.

Agents must identify themselves accurately when requested and must comply with reasonable access restrictions.

We may limit automated access where reasonably necessary to protect security, privacy, intellectual property or reliable operation of the Services.

17. Suspension and Termination

We may suspend or restrict access where reasonably necessary to address suspected fraud, security risks, unlawful conduct or a material breach of these Terms.

Where practicable, we will explain the reason and provide an opportunity to resolve the issue. Immediate action may be taken where necessary to prevent harm or comply with law.

Suspension or closure of an account does not remove rights relating to previous purchases, store credit or statutory remedies. Outstanding orders will be fulfilled or otherwise resolved, including by refund where appropriate.

You may stop using the Services at any time. Obligations and rights that are intended to continue, including payment obligations, privacy protections and intellectual property rights, remain in effect.

18. Consumer Guarantees and Website Availability

Our products and Services may come with guarantees and rights under Australian Consumer Law or other applicable laws.

Nothing in these Terms excludes guarantees relating to acceptable quality, correspondence with description, fitness for a disclosed purpose or other rights that apply to your purchase.

We take reasonable care in operating the website but cannot promise uninterrupted or error-free access. Maintenance, technical faults and events outside our reasonable control may affect availability.

Any website information intended as general guidance does not replace individual advice from an appropriately qualified professional where needed.

19. Liability

We are responsible for losses and remedies to the extent required by applicable law, including Australian Consumer Law.

These Terms do not exclude liability that cannot lawfully be excluded or restrict remedies that you are legally entitled to receive.

Subject to those rights, neither party is responsible for loss to the extent it was caused by the other party’s unlawful conduct, negligence or breach of these Terms.

Each party must take reasonable steps to minimise losses arising from a problem.

20. Third-Party Claims

If your unlawful conduct, infringement of another person’s rights or material breach of these Terms causes a third-party claim against us, you may be responsible for reasonable losses directly attributable to that conduct, to the extent permitted by law.

You are not responsible under this section for losses caused or contributed to by our negligence, unlawful conduct or breach of these Terms.

We will notify you of a relevant claim and take reasonable steps to minimise loss. We will not agree to a settlement that imposes obligations on you without your consent.

21. Events Outside Our Reasonable Control

Events such as natural disasters, severe weather, major outages or government restrictions may affect our ability to perform an obligation.

Where this happens, we will take reasonable steps to notify affected customers and minimise disruption.

This section does not permit us to retain payment indefinitely for products we cannot supply or remove any cancellation, refund or other rights available under applicable law.

22. Governing Law and Disputes

These Terms are governed by the laws of Queensland, Australia, together with applicable Commonwealth laws.

The parties submit to the non-exclusive jurisdiction of the courts of Queensland.

This does not prevent you from bringing a claim in another court or tribunal where you have a legal right to do so, or relying on mandatory protections that apply in your place of residence.

If you have a concern, please contact us first so we can attempt to resolve it. This does not prevent you from exercising your legal rights.

23. General Provisions

If a provision of these Terms is unlawful or unenforceable, it will be severed to the extent necessary without affecting the remaining provisions.

A failure to enforce a right immediately does not waive that right.

These Terms and the policies they reference form the agreement for use of our Services, together with any specific terms agreed in writing for your order. They do not exclude liability for misleading representations or override statutory rights.

Neither party may transfer contractual obligations in a way that materially reduces the other party’s rights without that party’s consent, except as permitted by law.

Headings are included for convenience and do not change the meaning of these Terms.

24. Electronic Communications

We may send order confirmations, invoices, delivery updates, account notices and other service communications electronically.

Please keep your contact details current.

Marketing communications are managed separately in accordance with applicable law and your preferences. You can unsubscribe using the link in our promotional emails.

25. Changes to These Terms

We may update these Terms for future use of the Services and future orders.

The version in effect when an order is accepted will generally apply to that order, unless a change is required by law or agreed with you.

We will publish updates on this page and revise the “Last updated” date. Where required, we will provide notice of material changes.

26. Contact Information

For questions about these Terms, your order or our products, please contact:

Sophia Hair Australia
Operated by Cullen Beauty Group Pty Ltd
ABN: 35 689 030 948
Email: support@sophiahair.com.au
Phone: 1800 093 827
Postal address: PO Box 412, Springwood QLD 4127, Australia