Refund policy

At SAIR, we take pride in the quality of every product we create and ensure that all hair is ethically sourced and carefully inspected before shipping. Since this is a natural product, small variations in texture or tone are completely normal — that’s part of what makes every piece unique.

Refunds

We do not offer refunds for change of mind or incorrect selection. Refunds are only provided where required under Australian Consumer Law — for example, if the item is faulty, damaged, or not as described.

Slight differences in colour tone or texture are not considered defects, as our extensions are made from natural hair and every batch may vary slightly. Screen brightness and lighting may also affect how shades appear online.

If you believe your product is faulty or incorrect, please contact us within 3 days of delivery at hello@sairhair.com. Include your order number, photos, and a short description of the issue so we can resolve it quickly.

Refunds are only issued once:

  • The returned product has been received and inspected at our warehouse.
  • The item is confirmed to be in its original, unused condition with all security ties and packaging intact.

We do not cover return shipping costs unless the product is deemed faulty or an error occurred on our part.

Cancellations

Orders cannot be changed or cancelled once placed.

If your order has not yet been dispatched, a cancellation may be approved on a case-by-case basis.

Approved cancellations incur a 5% transaction fee to cover payment processing costs.

Pre-orders and custom items cannot be cancelled once submitted.

Exchanges (Colour Match)

We understand that choosing a shade online can be tricky, which is why we offer exchanges for eligible products.

To be eligible:

  • You must contact us within 3 days of receiving your order.
  • The product must be unused, unopened, and with all security ties intact.
  • You will be responsible for all return and re-shipping costs.

Once your return is received and approved, we’ll issue an invoice for shipping your replacement shade. Exchanges are processed after payment for the new shipment is received.

We are not liable for items lost in transit, so please use a tracked postal service.

When Returns/Exchanges Are Not Accepted

We can’t accept returns or exchanges if:

  • Security ties have been removed or packaging has been opened.
  • The hair has been washed, cut, dyed, or altered in any way.
  • You’ve had the item for more than 3 days (exchanges) or 14 days (faulty returns).
  • You used non-recommended products or methods on the hair.
  • The issue is related to a change of mind or colour perception on screens.

Lost, Damaged, or Unclaimed Packages

Once your parcel has been handed to the courier, it’s your responsibility to track delivery.
If a package is lost or damaged during transit, we’ll help investigate with the courier, but we are not liable for replacement until the claim is confirmed.
If a parcel is returned to us as unclaimed or undeliverable, you can request re-delivery (additional shipping fees apply). Refunds for unclaimed parcels, if approved, will be minus shipping fees and a 10% restocking fee.

Liability Disclaimer

SAIR is not responsible for any scalp sensitivity, redness, or allergic reactions resulting from use or installation of our products.
Every customer’s scalp and hair type is unique, and it’s your responsibility to perform a patch test and seek professional application if unsure.

Contact

Questions or concerns?
Email us anytime at hello@sairhair.com — our team is happy to help.