We offer standard 30 Day Return Policy on all unused and new items. Please read DISCLAIMER section below for exceptions.


Step 1: Email your order/invoice number at sales@haircity.com.au  to request a Return Form. You may request the form within 7 days of  order delivery date.

Step 2: We will reply by sending you a Return Form which you would need to fill out and include together with items being returned. Now you can ship the item(s).

Note: When shipping the item(s), please use sturdy boxes. For damaged item(s) or packaging, we charge extra restocking fee up to 75%. Returned orders without the Return Slip will be refused and sent back.

Step 3: We will process your request and email you within 4-6 business days from the day returned items received at our office. 

DISCLAIMER: Please read all information before starting a return.

– To return a product, all tags, inserts, advertisements, hair nets, clips, cardboard packaging, plastic and etc. must be intact. If part or any of above conditions are not met – return request will be denied and product will be sent back.

– Not eligible for returns: Odors of any kind e.g. smoke, perfume, sprays, hair products.

– All Returned items are subject to 15% restocking fee. 

– If an item was initially shipped via Free Shipping offer and the reason for the return of that item is not our mistake, you will be reimbursed for the value of the item minus the cost of the shipping paid by Hair Stop and Shop

– Sale/Clearance/Specials are not eligible Return.

– A refund minus the shipping fee will be issued for all Unclaimed, Return To Sender, Insufficient Address packages. 

– Return shipping is your responsibility unless an error or manufacturer’s defect is found with your order and confirmed by us.

– Cases such as hair texture, color or feel are not considered manufacturer’s defects. Such case are processed by Standard Return Policy.

– In case of item defect or order error a shipping concession will be made after you contact returns department with order/item photos of defect/error.  

– Tracking is required for ALL returns to ensure the delivery to us.

– Refunds typically take 5 – 7 business days 

– Returns Department can be reached via email only. Email address is sales@haircity.com.au

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