Can I return something I've purchased?
We are happy to offer a store credit or refund on any item you've purchased from us, if it meets the criteria listed below. Please note: all postage costs are non-refundable and a restocking fee of $10.00 may apply.
Product return criteria:
- The item must be unopened, unused and in the original packaging.
- It must be within 14 days of the purchase date. Please check your order upon receipt.
Simply fill in the form below.
Exchanges = Store credit
We must approve the return BEFORE you send the item back so please fill in the form below. Please note: A $10.00 restocking fee may apply.
We are unable to process straight swap exchanges as all transactions must be initiated and recorded in our system by the customer. Store credits to the value of the returned item (less a $10.00 restocking fee if applicable) are issued to enable you to reorder the required item.
If you want to return an item you have ordered, we'll need to receive it back to us unopened, unused, and in the original packaging within 14 days of purchase.
You will be responsible for return postage. We do not offer free return shipping on exchanges.
Faulty Item
If the item you have received is faulty, please contact us by filling out the form below, with a detailed description of the product fault, and a photo if possible.
Hair Plus will accept returns for faulty or defective items within a reasonable timeframe as long as the fault or defect is reported as soon as it occurs. Hair Plus will not accept your return claim if:
- You used the product in a way that a reasonable consumer would not
- You broke or lost the product
- You modified the product, and this is what caused the issue
If we approve the return of a faulty or defective item, a return label will be provided at no extra cost to you and once it's ready to send back, a courier will be booked to collect it.
Damaged on Arrival or Incorrect Item Received
If you have received an item that isn't what you ordered, or it's arrived damaged, please take a photo and contact us by filling out the the form below within 14 days of purchase. Please don't use or dispose of the item until we have confirmed to do so. If an item needs to be returned, a return label will be provided at no extra cost to you and once its ready to send back, a courier will be booked to collect it.
Order cancellations
Order cancellations will incur a $10.00 cancellation fee.
Unsuccessful deliveries
If your order is returned to us by NZ Post as an “unsuccessful“ delivery, a postage fee will apply to resend the package.
If the order is to be cancelled & refunded, a cancellation fee of $10.00 will apply and will be deducted from the refunded amount. Please note: all postage fees charged are non-refundable.
HERE'S HOW IT WORKS
1. Get in touch
To request a return, please fill out the returns form below. Please ensure this form is submitted before sending your item back to us - it makes the process a lot easier.
2. We'll get back to you
One of our Customer Service team members will contact you via email with instructions on how to get your item back to us.
3. Pack Return Your Item/s
Pack up your item carefully, so it reaches us safely . You can re-use your Hair Plus packaging, or a similar sized box if you no longer have it.
4. What Happens Next?
Returns from metro areas usually arrive within 7 business days, and can be longer from regional or remote areas. We will process your exchange, refund or store credit within 5 business days of your return arriving back to us.
We'll be in touch as soon as your return is complete.
FREQUENTLY ASKED QUESTIONS
Am I eligible for free return shipping?
Unfortunately we are not able to cover return postage fees on all return types, and a return request must be made within 14 days of purchase.
Return requests submitted after 14 days of purchase, or items that are Change of Mind or Incorrectly Ordered do not qualify for free return shipping.
If my return isn't received in resalable condition, what happens?
If we receive your return and it isn't in the condition outlined in our returns policy (unopened, unused & in the original packaging), the item will be sent back to your original shipping address - we’ll contact you straight away to let you know.
Any other questions?
Please contact our customer service team at orders@hairproductsonline.co.nz
Return Address:
Hair Plus
Shop 3, 251 Travis Road
North New Brighton
Christchurch
Consumer Guarantees Act 1993
The Consumer Guarantees Act sets out minimum standards for goods sold on the Hair Plus website. In the event that goods sold are deficient or are faulty, the Seller has the obligation to repair, replace or refund.
Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer from being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.