Refund policy

At ALORA Hair Extensions, we want you to absolutely love your hair. If you're not completely satisfied with your purchase, we're here to help.

Please read our Return & Refund Policy carefully before requesting a return or exchange.

Returns & Exchanges

We accept returns or exchanges within 15 days of delivery, provided the product meets our strict hygiene requirements.

Please Note

  • We offer Store Credit or Exchanges only for all eligible returns.
  • We do not provide cash refunds or refunds to your original payment method.

Hygiene & Product Condition

Due to strict Occupational Health & Safety (OH&S) regulations regarding human hair and hygienic products, we can only accept returns if the product is:

  • In its original, unopened packaging.
  • All security seals remain completely intact.
  • The product has not been opened, worn, tried on, or tampered with.
  • Returned in its original condition.

Unfortunately, we cannot accept returns or exchanges if the extensions have been:

  • Opened or removed from the packaging.
  • Tried on or worn.
  • Altered or tampered with.
  • Missing the original security seals.

These hygiene standards help ensure every customer receives a brand-new, unused product.

Return Shipping

All return shipping costs are the responsibility of the customer.

You will be responsible for the shipping fees required to return your unopened item to our facility.

We strongly recommend using a trackable shipping service, as ALORA Hair Extensions is not responsible for return parcels that are lost or damaged during transit.

How to Start a Return

If your extensions are unopened and you are within the 15-day return period, simply follow the steps below:

Step 1 — Contact Us

Email our Customer Care Team at:

info@alorahairextensions.com.au

Step 2 — Include Your Order Number

Please include your Order Number in the subject line of your email to help us process your request as quickly as possible.

Example:

Subject: Order #12345 – Return Request

Step 3 — Receive Return Instructions

Our team will verify your order details and provide you with:

  • Return approval
  • Return shipping address
  • Instructions for completing your return or exchange

Please do not send your item back before receiving return authorization.

Inspection & Approval

Once your return has been received, our team will inspect the product to ensure it meets our hygiene and return requirements.

If your return is approved, we will issue either:

  • Store Credit, or
  • An Exchange, depending on your preference and product availability.

Non-Eligible Returns

We are unable to accept returns or exchanges for products that:

  • Have been opened or worn.
  • Have damaged or missing security seals.
  • Are returned outside the 15-day return period.
  • Do not meet our hygiene requirements.

Need Assistance?

If you have any questions regarding your return or exchange, our Customer Care Team is happy to help.

Email: info@alorahairextensions.com.au

We appreciate your understanding and cooperation in helping us maintain the highest hygiene and quality standards for all ALORA Hair Extensions customers.