Customer Satisfaction Policy
We believe in our personalised haircare as a better alternative to generic products. When developing our products, we prioritise effectiveness and quality, so if you aren’t happy with your order, we desperately want to know. Drop us a line using our contact form and we’ll reach out to you.
We’ll use the information you provide us to improve your experience, and the experiences of others. We realise talk is cheap, though, so we want to take concrete actions. If you reach out to us unsatisfied within 31 days of receiving your first order, we’ll do our best to make it right by providing you with a free one-time reformulation. We may also connect you with one of our cosmetic-chemistry experts, who will work with you to get to the root of your problems.
Please note: Our free one-time reformulation offer applies to first-time orders only. In the event that you are unhappy with your first order and would like a free one-time reformulation, we may require that the first order be returned to us. Due to the highly customised nature of our products, we cannot offer refunds or exchanges if you change your mind. You do, however, have rights under Australian Consumer Law. These rights entitle you to a refund or exchange if your purchased items have a major problem (i.e. the items have a problem that would have stopped someone from buying them if they had known about it; your items are unsafe; your items are significantly different from their description; or, your items don’t do what we said they would). You can find out more about your rights under Australian Consumer Law by visiting https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund