Return and Exchange Policy

Return & Exchange Policy

Thank you for shopping with Silkara Hair. We are committed to ensuring you have the best experience with our products and services. Please review our Return & Exchange Policy below for important information regarding returns, exchanges, damaged items, cancellations, and more.

Australian Consumer Law Compliance

Our policies comply with the Australian Consumer Law (ACL). 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Timeframes mentioned in this policy are general business guidelines and do not override your consumer guarantees under the ACL, which may entitle you to remedies outside these timeframes depending on the nature of the product and the fault.

Return Eligibility

We accept returns for the following reasons:

  • Change of mind (unopened and unused products only)
  • Defective or damaged items
  • Incorrect item received
  • Item not as described

Return Window

Return requests must be submitted within 14 days of receiving your order. Items must be in their original, unused, and unopened condition with tags and hygiene seals intact.

How to Start a Return

To initiate a return, please email us at info@silkarahair.com with your order number and reason for return. Our team will respond within 1–2 business days with return instructions.

Return Shipping

  • If the return is due to a defect or our error, we will cover the return shipping cost.
  • For change-of-mind returns, the customer is responsible for return shipping costs.

Damaged or Faulty Items

If the product arrives defective or damaged, we will replace the item and resend it free of charge. To begin this process:

  • Contact us at info@silkarahair.com within 7 days of receiving your order
  • Include your order number, a clear photo, and a short video of the issue

We will prepare your replacement item and ship it to you within seven business days.

Note: Damaged items can only be replaced within 3 months from your original order date. After this period, Silkara Hair is not responsible for replacing or refunding any damaged items unless required under the ACL.

Product Image Disclaimer

While we make every effort to photograph our products accurately and describe them in detail, screen displays may affect how colors appear. We cannot guarantee that every screen will display colors identically.

If you have any questions about a product’s colour, material, or size, please contact us before placing your order.

Lost Packages

If your package is lost in transit:

  • We will replace the package and resend it free of charge
  • If you prefer a refund instead, we will wait 14 days to confirm the loss before issuing the refund in case the package is delivered during this time

Our team will follow up and provide updates throughout this process.

Cancellations & Refunds

  • Orders may be cancelled within 3 hours of purchase for a full refund
  • If cancelled after 3 hours and before shipping, a $15 customisation/handling fee will be deducted from the refund

Change of Mind

We understand that you may change your mind. We accept change-of-mind returns within 14 days of delivery as long as the item is unused, unopened, and in its original packaging. Due to hygiene reasons, we cannot accept returns of opened hair extensions. Return shipping costs for change-of-mind returns are the responsibility of the customer.

Contact Us

If you have any concerns or need to start a return or exchange process, please email us at info@silkarahair.com.