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 — subject to the conditions below
• Defective or damaged items
• Incorrect item received
• Item not as described

Return Window

For change-of-mind returns, contact info@silkarahair.com within 14 days of delivery. The conditions in the Change of Mind section apply.

For faulty, damaged, incorrect or misdescribed products, please contact us promptly. The 14-day limit and change-of-mind condition requirements do not restrict your rights under Australian Consumer Law.

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. Please don't send items back before we've confirmed the return address, as returns may not go to our business address.

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 offer replacement and resending free of charge.

Replacement is not your only remedy. For a major failure under Australian Consumer Law, you may choose a refund or replacement. We will not require store credit or deduct handling or processing fees from a refund you are legally entitled to receive.

To begin this process:

• Contact us at info@silkarahair.com as soon as possible, preferably 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: There is no fixed 7-day or 3-month limit on claims under Australian Consumer Law. Your rights depend on the product and the nature of the problem.

Items Not as Described

If you believe your item is not as described, please contact us promptly with your order number and relevant photos and/or a short video. We will review the issue and may arrange an inspection where needed. We will assess your consumer-law rights before deciding whether the Change of Mind policy applies; insufficient photographic evidence alone does not make a claim a change of mind.

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 offer an exchange or store credit for eligible change-of-mind returns requested within 14 days of delivery. Refunds to the original payment method are not available for change of mind.

This includes preferring a different colour, length, style or fit, provided the item supplied matches its description and any specific promises made at purchase.

Items must be unused, unworn, unwashed, uncut and unaltered, with their original product packaging and any supplied tags or hygiene seals intact. Opening the outer shipping mailer alone does not affect eligibility. Missing tags or seals will not disqualify an item if none were supplied.

Customers pay return postage and any shipping costs for an exchange, unless an offer applicable to their purchase provides otherwise. Any price difference will be confirmed before the exchange. Store credit covers the amount paid for the returned item, excluding original delivery charges, and is valid for 1 year from the date of issue, unless a longer period is required by law. The expiry date will be provided when the credit is issued. This applies to purchases made after this change is published; any no-expiry terms applicable to earlier purchases or existing credit will be honoured.

These conditions do not limit your rights for faulty, incorrect or misdescribed products under Australian Consumer Law.

Contact Us

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