Refund Policy

Last updated: 11.Nov.2025

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At Twin Flame Hair Studio, we want you to love your purchase.
We take pride in offering high-quality professional haircare products and exceptional customer service. This policy outlines your rights and our procedures regarding returns, refunds, and exchanges for purchases made through our online store or in-salon.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

We do not offer refunds or exchanges for change of mind, incorrect choice, or if you simply no longer want the product.
Please choose carefully and contact us prior to purchase if you have any questions about a product’s suitability for your hair or needs — we’re always happy to help.

Damaged, Faulty, or Incorrect Items

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If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of receiving your order at
📧 kye@twinflamehair.com.au

To help us process your request quickly, please include:

• Your order number

• A description of the issue

• Photos of the item and packaging (if applicable)

Once reviewed, we’ll arrange a replacement, refund, or store credit in line with your rights under Australian Consumer Law.

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To be eligible for a return or exchange:

• The item must be unused, unopened, and in its original packaging (unless faulty).

• Returns must be requested within 7 days of delivery.

• You must provide proof of purchase (receipt or order confirmation).

Return shipping costs for faulty or incorrect items will be covered by us.
If a return is approved for any other reason, you may be responsible for return postage.

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For items purchased directly from our salon, please return to the salon with your receipt and the product within 7 days for assessment.
Our team will review your item and discuss available options in accordance with Australian Consumer Law.

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For hygiene and safety reasons, we cannot accept returns or exchanges on:

• Opened or used haircare products

• Brushes, combs, or styling tools (unless faulty)

• Gift cards or vouchers

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Once your return is received and approved, your refund will be processed to your original payment method.
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

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If you have any questions or concerns regarding returns or refunds, please contact us:

📧 kye@twinflamehair.com.au
📞 0490 143 231
🏬 Twin Flame Hair Studio
Suite 7/19 Grattan Street, Prahran, VIC, Australia 3181