Returns and Refunds Policy

We understand the importance of making informed purchasing decisions and encourage customers to carefully review all product information prior to placing an order. Due to the professional and consumable nature of our products, we do not offer refunds or exchanges for change of mind, incorrect selection, or ordering errors.

This policy is designed to comply with Australian Consumer Law while maintaining product integrity and operational fairness.

Faulty Items and Return Approval

If you believe an item is faulty or wish to initiate a return request, written approval must be obtained before returning any item.

All return requests must be submitted in writing to:

Email: sales@sakurahaircare.com.au

Items returned without prior written approval will not be accepted.

Conditions for Returns

To be eligible for assessment, all of the following conditions must be met:

  • Proof of purchase, such as the original receipt or invoice, must be provided
  • Items must be returned in their original, unopened, and unused condition, unless being assessed for a reported fault
  • Return requests must be lodged within 14 days of delivery, unless otherwise required under Australian Consumer Law
  • Items must be securely packaged to prevent damage during transit

Return Process

Once written approval has been granted, approved returns must be sent to:

Sakura Hair Care
PO BOX 409
Broadbeach QLD 4218

Customers are required to use the most economical shipping method, typically regular post. Express shipping costs are not covered.

We strongly recommend using registered or tracked post, as we cannot accept responsibility for items lost in transit.

Upon receipt, all returned items will be inspected and assessed by our team. If an item is found not to be faulty, it may be returned to the customer at their expense.

Responsibility and Exclusions

  • Customers are responsible for return shipping costs for items deemed unacceptable or returned outside approved conditions
  • We do not accept responsibility for unauthorised returns or items sent without written approval
  • Gift cards, promotional codes, and discounted promotional items cannot be returned, refunded, or exchanged

Consumer Guarantees and Product Quality

Australian Consumer Law

All Sakura Hair Care products are supplied in accordance with Australian Consumer Law, which provides guarantees that goods are of acceptable quality, fit for purpose, and match their description. These guarantees apply for a reasonable period, taking into account the nature of the product.

Consumable Product Policy

As hair care products are consumable items, they are not covered by a fixed-term warranty. Products must be used in accordance with their instructions and within their recommended shelf life and period after opening.

Issues arising from misuse, incorrect storage, expired products, or normal product depletion are not considered faults.

Exclusions

Claims will not be accepted for issues resulting from:

  • Incorrect or excessive use
  • Failure to follow product instructions
  • Allergic reactions or sensitivities
  • Normal wear, usage, or depletion of consumable products
  • Changes in preference or expectation

Limitation of Liability

To the extent permitted by law, Sakura Hair Care’s liability is limited to remedies available under Australian Consumer Law, including replacement or refund where a genuine product fault is confirmed.