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Do you have a return policy or exchange policy?
Yes, you must contact us first at (info@vixenhair.com.au) within the industry-leading thirty (30) day exchange period. We
find that we have very low return rates and are proud of the
high-quality hair extensions that we offer. We do understand that
there may be an instance in which you do need to exchange your order
and we are more than happy to accommodate this by either exchanging
the hair or providing you with a store credit, however, this is only
on hair extensions that have not been opened, worn or tampered with.
**Please note, personalised orders (so orders not on our colour
real) cannot be returned, refunded or exchanged as these have been
specifically personalised to your needs**
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May I return my order?
We are more than happy to accommodate exchanges on hair extensions
that have NOT been opened, worn or tampered with. You may return your
Extensions ONLY if they have been unused and returned in their
original packaging. Please note, you will be requested to return the
items by tracked delivery to the address we provide you - this is at
your own cost.
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Why are Vixen Hair Extensions non-returnable if opened from the
pack, used or personalised?
Human hair extensions are considered a hygienic product. Therefore, we
do not offer exchanges if the hair has been used or removed from the
packaging as we as a business feel that we cannot sell or reuse hair
that has already been applied. A personalised order is specific to
your needs so is difficult to sell on.
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How do I make an exchange?
You must contact us first at (info@vixenhair.com.au) within the seven 7 day return period. In your email please enclose
your order details. Someone from our Vixen Hair whole team will then
contact you within 2 business days. We will then request the hair be
returned to our salon by providing the address needed. Once the hair
is received, we will assess the hair and contact you within 2 business
days with a resolution.
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Do I have to pay for the shipping of my return?
Yes, you are responsible for all return or exchange shipping costs and
we recommend that, if shipping the hair extensions back to us, you
send your return with a tracking number because Vixen Hair will not be
responsible for lost returns. Please note, you are also liable for the
return fee to our supplier in Asia. This will be quoted to you upon
receipt of the hair extensions and can cost in excess of $100.
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When will I receive my exchange or store credit?
A full exchange or refund (excluding original / additional shipping
costs), will be issued to your original payment method after our
supplier (in Asia) has received, inspected and confirmed that the
returned hair extensions were not used or taken out of the packaging
(it is recommended you take photo's prior to posting - we will also
check once it reaches our salon).
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May I return Hair Extensions without contacting you?
No. You must contact us prior to sending your return.
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How may I contact you?
You may contact us by e-mail at
info@vixenhair.com.au or
0402 776 383 and we will reply to your
email / text within the next 2 business days.
If you wish to exchange your item(s) please follow our exchange policy.
Vixen Hair Extensions Guarantee
The following section applies to all Hair Extension Types.
Vixen Hair offers a guarantee on our Tape, Weft and Keratin Bond hair
Extensions. We pride ourselves on using only the highest quality of hair
available and therefore find our return rates to be very low.
By purchasing Vixen Hair Extensions online, in person, or over the
phone, you agree to the following Terms & Conditions:
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We only guarantee the hair when professional salon products are
purchased along with the hair extensions service. Receipt evidence
must also be submitted showing a purchase date of these products on or
before the initial fitting appointment. Certain hair products can
damage hair extension quality and the bonds. To qualify the customer
must purchase and use Olaplex Products or Eleven Australia – otherwise
this voids the Guarantee.
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You must contact us within 14 Days of your hair fitting with Vixen
Hair or purchase of Hair extensions. Any issues arising after 14 days
of purchase are not eligible for a refund or replacement. This time
frame is from the date of purchase or fitting. Please contact
info@vixenhair.com.au
immediately if there is a problem with the Hair Extensions.
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We provide a satisfaction guarantee against the following:
- Shedding of the extensions
- Dryness of the hair
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We do provide a guarantee for extensions that fall out, slip or don't
stick in certain circumstance.
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If this is excessive (+10 individual strands have come loose / +5
Tape Sandwiches have slipped / Weft Thread has come loose)
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We do not provide a guarantee if it is your hair that is breaking
and causing the extensions to come out (it is highly recommended
that the extensions are taken out if this is the case).
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Any issues with the Hair Extensions must be submitted to Vixen Hair in
writing with clear photographic evidence showing the problem within 30
Days of purchase. We cannot accept responsibility if there is no
written explanation and photographic evidence submitted to us first.
Send all evidence to
info@vixenhair.com.au
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All hair extensions must be returned to us first before we can
determine if a replacement or partial refund is granted (Faulty hair
only).
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Any hair extensions that we find to have been coloured, bleached or
permed are not eligible for a replacement or partial refund. This is
determined by management after testing the extensions.
In using this website, you are deemed to have read and agreed to these
Terms and Conditions. The following terminology applies to these Terms
and Conditions and any or all Agreements:
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“You”, “Your” and “Yourself” refers to you, the person accessing this
website and accepting Our Terms and Conditions.
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“Our”, “Ourselves”, “We” and “Us”, refers to Vixen Hair Extensions.
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“Party”, “Parties”, or “Us”, refers to both You and Us, or either You
or Us.
All terms refer to the offer, acceptance and consideration of payment
necessary to undertake the process of Our assistance to You in the most
appropriate manner, whether by formal meetings of a fixed duration, or
any other means, for the express purpose of meeting your needs in
respect of provision of Our stated services/products, in accordance with
and subject to, prevailing Australian Law. Any use of the above
terminology or other words in the singular, plural, capitalisation
and/or he/she or they, are taken as interchangeable and therefore as
referring to same.
