WE ARE ALWAYS HERE TO HELP
1. DO YOU HAVE AN RETURN/EXCHANGE POLICY?
We understand that picking hair extensions (https://edenhairextensions.com.au/) might be a bit difficult when choosing from a computer screen.
If you have changed your mind about your purchase, we are pleased to offer you an exchange or refund provided that it satisfies the conditions outlined in our Returns Policy. In general terms we happily accept returns provided we can resell the returned goods.
While we hold our products to a high standard in terms of quality, we understand things can go wrong in rare circumstances. If a product is faulty, we will happily offer a repair, replacement, refund or exchange. This is explained in more detail in the ‘Faulty Products’ and ‘Consumer Guarantees’section of our Returns Policy.
2. HOW CAN I EXCHANGE MY HAIR EXTENSIONS TO THE RIGHT COLOR?
You must contact us first at ([email protected]) within the (60) day exchange period. All Eden Hair Extensions must be shipped backed in the original packaging and the packaging must not be defaced in any way or an exchange will not be issued. Generally speaking, the returned product must be in a condition where it can be resold. This is outlined in further detail in the ‘Change of Mind’ section of our Returns Policy. All exchanges must beaccompanied by proof of purchase such as your original receipt.
We will then provide you with our return address which is in a warehouse that is closest to you (Sydney, Australia), where the exchanged product will be assessed to ensure it satisfies the requirements outlined in the ‘Change of Mind’ section of our Returns Policy.
3. DO I HAVE TO PAY FOR THE SHIPPING OF MY EXCHANGE?
You are responsible for all exchange/return shipping costs. We recommend that you send your exchange with a tracking number as Eden can not be held responsible for lost returns. In the event that your product is faulty, you will be reimbursed for these postage costs. Further details can be found in our ‘Faulty Products’ section of our Returns Policy.
4. WHEN WILL I RECEIVE MY EXCHANGE?
We will send you the different colour hair extensions/style of hair extensions after we have received, assessed and confirmed that the returned hair extensions are in their original condition and saleable. Further conditions are outlined in our ‘Change of Mind’ section of our Returns Policy
5. WHAT IS THE EXCHANGE PERIOD?
We provide an industry leading 60 day exchange policy. This is longer than many other retailers in the market. However, our goal is to provide you with hair that you will love so we don’t want to rush you into making a firm decision in just a few days. Take up to 60 days to figure out if our products are right for you. Further details can be found in our ‘Change of Mind’ section of our Returns Policy.
6. MAY I EXCHANGE EDEN HAIR EXTENSIONS WITHOUT CONTACTING YOU OR GETTING AN RMA?
No. You must contact us prior to sending your exchange as our return address is different from the address we ship our hair extensions from. Please note that exchanges for merchandise returned without contacting us will be denied as returns cannot be accepted at our warehouse facility. Further details can be found in our ‘Change of Mind’ section of our Returns Policy.
7. HOW MAY I CONTACT YOU?
You may contact us by e-mail at [email protected] and we will reply to you within 24 hours.