Returns & Refund Policy

The Luxe Strand Collection

We do not offer refunds on non-faulty items.

Exchanges or store credit are available within 7 days of receiving your order.

Sale or discontinued items are not eligible for return, exchange, or credit.

Exchange & Store Credit Conditions

To qualify:

Items must be unused, unworn, and in original packaging.

Hair extensions must remain unopened with the hygiene seal fully intact.

Items must be returned in re-saleable condition, including any promotional items.

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Proof of purchase is required.
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Customers are responsible for all return and replacement postage costs.

Non-Returnable Items

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Sale or discontinued items
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Custom-coloured or custom-length orders
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Opened or tampered products (including broken hygiene seals)

Colour & Batch Variations

Colour and batch variations are not considered faults.

As our extensions are made from 100% human hair, slight differences in tone may occur due to natural variation, lighting, screens, and production batches.

Returns, exchanges, or refunds will not be provided for colour mismatch or batch variation.

Faulty or Incorrect Items

We only replace items that are confirmed faulty or sent in error.

Transit damage is not considered a fault — claims must be lodged with the courier.

Issues must be reported within 24 hours with photo or video evidence.

If approved, we offer exchange or store credit only.

Refunds are not provided under any circumstances.

Training Deposits

All training bookings require a non-refundable, non-transferable deposit.

We recommend confirming your colour choice with your stylist before purchasing, as slight variations may occur.

Shipping policy

Please allow 1–2 business days for order processing.

Delivery timeframes are approximately 3–14 business days, depending on location and courier service.

All parcels are sent with tracking and signature on delivery. A tracking number will be provided once your order has been dispatched.

Shipping Responsibility

Customers are responsible for all return shipping costs unless the item is confirmed faulty.

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Shipping costs are non-refundable.
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Once your order has been dispatched and handed to Australia Post or another courier service, The Luxe Strand Collection is no longer responsible for:

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Lost or missing parcels
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Delayed deliveries
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Items damaged in transit
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Any issues regarding damaged, delayed, or missing parcels must be lodged directly with Australia Post or the relevant courier company.

We are committed to providing the highest level of customer satisfaction and will always do our best to assist with any concerns where possible.

Privacy policy

The Luxe Strand Collection is committed to protecting your privacy and safeguarding your personal information.

By using our website or purchasing from us, you agree to the terms outlined below.

Information We Collect

We may collect the following information when you place an order or interact with our website:

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Full name
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Billing and shipping address
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Email address
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Phone number
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Payment details (processed securely via third-party providers)

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IP address and browsing data
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We only collect information necessary to process orders, provide customer support, and improve our services.

How We Use Your Information

Your information may be used to:

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Process and fulfil orders
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Communicate about your purchase
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Provide customer support
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Improve our website and services
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Send marketing emails (only if you opt in)

We do not sell, rent, or trade your personal information to third parties.

Payment Security

All payments are processed through secure third-party payment providers.

The Luxe Strand Collection does not store or have access to your full payment details.

Data Protection

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure.

However, no method of online transmission or storage is 100% secure, and we cannot guarantee absolute security.

Third-Party Services

We may use trusted third-party services (such as payment processors, shipping providers, and marketing platforms) to operate our business. These providers only receive the information necessary to perform their services.

Cookies

Our website may use cookies to enhance your browsing experience, track website traffic, and improve functionality. You may disable cookies through your browser settings.

Limitation of Liability

The Luxe Strand Collection is not liable for any unauthorised access to personal information beyond our reasonable control, including breaches affecting third-party platforms or service providers.

Your Rights

You may request access to, correction of, or deletion of your personal information at any time by contacting us.

Policy Updates

We reserve the right to update this Privacy Policy at any time. Changes will take effect immediately upon being published on our website.

If you'd like, I can also create:

A version tailored specifically to Australian Privacy Act requirements

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A shorter website footer version
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Or a stronger legally protective version with additional disclaimers

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