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 changes, cancellations, damaged items, 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.

Address Changes

If you need to change the shipping address, please send us an email at info@silkarahair.com with your order number, the current shipping address, and the new address. We can change the address only if your order has not been dispatched.

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 and ship it to you within seven business days.

If you are not satisfied with the outcome or quality of your product, we offer a free resend upon review. Please use our contact form and include a photo and description of the issue.

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 or misprinted items unless required under the ACL.

Return Window

Return requests must be submitted within 7 days of receiving your order. Exceptions may apply if required by law.

Exchanges

We do not offer direct exchanges. However, if you've ordered the wrong colour or product by mistake, you can email us at info@silkarahair.com explaining the issue. If eligible, we can initiate a return and refund process so you can place a new order with the correct item.

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 from the estimated delivery date to confirm the loss before issuing the refund

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 but before shipping, a $15 processing and handling fee will be deducted from the refund

Change of Mind

Due to hygiene standards, we cannot accept returns or exchanges for change-of-mind purchases, even if the item is unopened. This helps us ensure the safety and quality of all our hair products. This policy does not affect your rights under Australian Consumer Law.

Returns are not accepted for items that have been worn, opened, or used in any way due to hygiene standards.

Errors & Omissions

We reserve the right to correct any errors in pricing, descriptions, or availability even after an order has been placed. If this occurs, we will contact you and offer the option to proceed or cancel the order with a full refund.

Contact Us

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