Returns, Refunds & Warranty Policy

Returns & Exchanges

At Portia & Alexa Hair Extensions, we want you to shop with confidence. We understand that choosing the perfect hair extensions online can sometimes be difficult, especially when selecting your color match.

We are happy to offer returns and exchanges on eligible products within 30 days of the purchase date, provided the item meets the conditions outlined below.

Return Eligibility

To be eligible for a return, exchange or refund, your item must meet all of the following conditions:

• The return request must be submitted within 30 days of purchase.
• The product must be unused and unworn.
• The Portia & Alexa hygiene tag must remain attached.
• The warranty card must remain attached.
• The hair bundle must remain secured to the black backing card.
• The elastics securing the hair bundles must not be removed.
• The product must be returned in its original condition and packaging.

For health and hygiene reasons, once the hygiene seal has been broken, the warranty card removed, the hair removed from the black backing card, or the bundles unravelled from the elastics, the item is no longer eligible for return, exchange or refund.

How to Return an Item

To submit a return request, please follow the steps below:

1. Log in to your customer account on our website.
2. Go to the Orders section of your account.
3. Select the order that contains the item/s you would like to return.
4. Choose the item/s you wish to return and submit your return request.
5. Your return request will then be sent to us for review and approval.
6. Once approved, you will receive an email with instructions on how to send your item/s back to us.

Please do not send any items back before your return request has been approved. Unauthorised returns may not be accepted.

 

Return Shipping Costs

Customers are responsible for their own return shipping costs unless otherwise advised.

Original shipping fees are non-refundable.

Exchanges

Once your returned item has been received and inspected, your exchange will be processed.

Please allow approximately 3–5 business days for our warehouse to process and send out your new set once your return arrives back to us.

We will notify you by email once your exchange has been completed.

If you are exchanging to a product of a different value, we will contact you by email regarding any price difference.

Refunds

Refunds are available on eligible items returned within 30 days of purchase, provided the product has not been opened, worn, used or tampered with.

Australian Orders

• Original shipping fees are non-refundable.
• A $15 AUD restocking fee applies to approved refunds.

International Orders

• Original shipping fees are non-refundable.
• A $25 AUD restocking fee applies to approved refunds.

Return to Sender Parcels

Any parcel returned to us via Return to Sender will incur the following fees:

Australian Orders

• $15 AUD Return to Sender fee
• $15 AUD restocking fee

International Orders

• $30 AUD Return to Sender fee
• $25 AUD restocking fee

Product Warranty & Satisfaction Guarantee

At Portia & Alexa Hair Extensions, we pride ourselves on supplying premium-quality hair and hair products. We are committed to customer satisfaction and will assess genuine product concerns in accordance with this policy.

Please note that where further testing is required, assessments may take approximately 2–3 weeks.

Warranty Eligibility

To be eligible for a warranty claim, all of the following conditions must be met:

• The issue must be reported within 30 days of receiving your order.
• Clear photographic evidence must be provided.
• A written explanation of the issue must be provided.
• The product must be returned to us for inspection before any claim can be approved.
• The hair must be professionally installed by a trained professional where applicable.
• A certificate or proof of professional installation may be required for warranty claims.
• Professional salon-quality products must have been used. Proof of purchase may be required.
• The hair must remain in its original, unaltered condition.

Claims submitted outside the applicable warranty period are not eligible for a refund, replacement or other remedy.

To submit a warranty claim, please contact us at info@pahairextensions.com.

Wholesale Warranty

For wholesale customers, any quality issue must be reported within 30 days from the delivery date, not from your client’s application date.

Warranty Coverage

Product Type	Covered Issues
Weft Hair Extensions	Shedding, dryness
Tape Hair Extensions	Shedding, dryness
Clip In Hair Extensions	Shedding, dryness
Ponytail Extensions	Shedding, dryness
Halo Hair Extensions	Shedding, dryness
Nano Bead Hair Extensions	Shedding, dryness
Micro Bead Hair Extensions	Shedding, dryness
Keratin Bond Hair Extensions	Dryness only. Shedding is excluded due to application variables.

Warranty Exclusions

Our warranty does not cover issues caused by factors outside of the manufacturing process, including but not limited to:

• Incorrect or improper application.
• Hair extensions slipping, falling out or failing to adhere.
• Installation-related issues.
• Improper removal.
• Incorrect maintenance or aftercare.
• Use of unsuitable products.
• Damage caused by heat styling or excessive heat.
• General wear and tear.
• Misuse, neglect or abnormal use.
• Application performed by an untrained or unqualified person.

As hair extensions are a professional-use product, results may vary depending on application, maintenance, natural hair condition and individual circumstances.

Coloring, Dyeing & Chemical Treatments

Any form of coloring, dyeing, toning, bleaching, purple shampoo, perming or chemical alteration will immediately void all warranties.

Our warranty only applies to hair extensions that remain in their original, unaltered condition.

Technical Assessment Process

If the issue cannot be resolved using the information and photographs provided, the product may need to be returned for a technical assessment.

To determine the nature and cause of an issue, we may need to return the product to the manufacturer for further assessment.

This process helps determine whether the issue is caused by:

• A manufacturing fault.
• Installation or application.
• Aftercare or maintenance.
• Chemical alteration.
• Improper use or damage.
• Normal wear and tear.

Once the assessment has been completed, we will contact you with the outcome.

If Your Claim Is Approved

If the assessment confirms that the item is faulty, you may be entitled to a refund, exchange, store credit, repair or replacement, depending on the circumstances.

Limitation of Liability

PA Hair Extensions reserves the right to refuse a return or warranty claim if the product shows evidence of damage due to misuse, neglect, improper application, improper maintenance, chemical alteration or abnormal use.

Portia & Alexa Hair Extensions is not responsible for indirect or consequential losses arising from the use, application, maintenance, wear or removal of hair extensions, including but not limited to:

• Salon costs.
• Application costs.
• Maintenance costs.
• Removal expenses.
• Reinstallation costs.
• Loss of time.
• Inconvenience.
• Emotional distress.
• Dissatisfaction.
• Missed appointments.
• Perceived hair thinning or breakage resulting from installation, aftercare, prolonged wear, product interaction or removal methods.

100% Human Hair Disclaimer

While we advertise our hair extensions as 100% human hair, please note that during the manufacturing process, there may occasionally be traces or a very minimal percentage of synthetic fibres or thread present.

This can occur due to shared factory machines and work areas that may also produce other types of hair extensions.

These traces are minimal and do not affect the overall quality or performance of the product. We are committed to maintaining high standards and transparency with our customers.

Dyeing Hair Extensions Disclaimer

Results may vary depending on the brand, material and manufacturing method of the hair extensions, as well as the dye, toner or chemical product used.

Because chemical reactions cannot be predicted or controlled, we cannot be held responsible for any issues that may arise during or after dyeing, toning or chemically treating the hair extensions.

Coloring, dyeing, toning, bleaching, purple shampoo, perming or chemically altering the hair extensions may cause:

• Dryness.
• Shedding.
• Tangling.
• Matting.
• Breakage.
• Changes in texture.
• Reduced lifespan of the hair.

Our hair extensions have already undergone a controlled coloring process to achieve their final shade. Additional chemical treatment may compromise the texture, quality and longevity of the product.

We strongly recommend testing your chosen dye or toner on a small strand before proceeding.

Any form of coloring, dyeing, toning, use of purple shampoo or chemical alteration will immediately void all warranties.

Delivery Disclaimer

Once your order has been dispatched, it is no longer within our control.

Delays, reroutes, lost parcels or delivery issues caused by the courier or postal service are not the responsibility of Portia & Alexa Hair Extensions.

We cannot be held liable for missed hair appointments, salon booking disruptions or schedule changes resulting from transit delays or the product not arriving in time.

To avoid disappointment, we strongly recommend placing your order well in advance of your appointment and selecting Express Post at checkout for the fastest delivery option.

Color Match Disclaimer

Our color match recommendations are provided as a guide only and are based solely on the photos submitted by the customer.

We can only assess the color, tone and shade visible in the images provided. We are unable to verify how accurately the photos represent your hair in person.

It is the customer’s responsibility to ensure that the images submitted are:

• Clear and in focus.
• Taken in natural daylight where possible.
• An accurate reflection of their current hair color.
• Free from filters or editing that may alter the true color.

Color may appear differently due to:

• Lighting.
• Camera quality.
• Filters.
• Screen settings.
• Previous coloring.
• Image quality.

While our team will recommend what we believe is the closest match available from our color range, we cannot guarantee an exact color match.

We do not carry every possible hair color, and recommendations are based on the closest available shade to the images provided.

If the selected shade is not an exact match, exchange postage costs remain the responsibility of the customer.

As color matching is based solely on the images provided, we are unable to cover return or exchange shipping costs where the customer is dissatisfied with the color received, provided the recommended shade was the closest available match based on the photographs submitted.

By proceeding with a purchase based on our color match recommendation, you acknowledge that the recommendation is provided as a guide only and not a guarantee of an exact color match.

Contact Us

If you have any questions about this policy, need help submitting a return request, or wish to make a warranty claim, please contact our Customer Care Team.

Email: info@pahairextensions.com