Returns & Refund Policy

At ADA BEAUTY, we want every customer to feel confident, supported, and delighted with their purchase. Because our products are made from ethically sourced, premium real human hair, each item is thoroughly inspected before dispatch to ensure exceptional quality.

Our returns and refund only last for 14 days. If 14 days have passed since your purchase, we cannot offer you a refund.

Please review our full Returns & Refund Policy below before placing an order.

1. Eligibility for Returns & Exchanges

Due to hygiene and safety standards for human hair wigs and hair extensions, not all items are eligible for return. To qualify:

The item must be unused, unworn, uncut, unstyled, and in its original packaging (including lace, tags, and protective nets).
The product must be free from perfume, makeup, oils, hair products, or any signs of wear.
Returns must be requested within 2 days of receiving your order.

If the item shows any signs of use or alteration, it will not be accepted and will be returned to you.

2. Non-Returnable Items

For hygiene and health regulations, the following items cannot be returned or exchanged:

Human hair wigs that have been worn, cut, washed, or styled
Hair extensions removed from packaging
Glue, gels, adhesives, and wig-care products
Clearance, sale, or promotional items
Customized orders (cutting, or cap sizing)

3. Defective or Incorrect Items

Every ADA BEAUTY order is quality-checked prior to dispatch.
However, if you receive an incorrect or faulty item, please notify us within 24 hours of delivery with clear photos or a video showing the issue.

We will organise either:

A replacement,
A repair (where suitable)

We do not provide refunds for a change of mind.

4. Requesting a Return

To lodge a return request, contact our customer support team via our Contact Us page with the following:

Order number
Full name
Photos or videos of the product in its original condition
Reason for return

Once approved, we will provide the return address and instructions.
Please do not return any items without authorisation, as unapproved returns may not be processed.

5. Return Shipping Costs

Customers are responsible for return shipping fees unless the item was received damaged or incorrect.
We recommend using a tracked and insured service, as ADA BEAUTY is not responsible for lost return parcels.

6. Processing Times

Once your return is received and inspected:

Processing takes 1–3 business days.
Accepted returns receive a full refund only if the item meets the above requirements.

Refunds to original payment methods are only provided in cases where required by the Australian Consumer Law.

7. Exchanges

At ADA BEAUTY, we do not offer exchanges on orders due to change of mind, including both online purchases and local pickup orders. We kindly ask that you review all product descriptions, specifications, and images carefully before placing your order.

Exchanges are only considered if an item is defective or damaged upon arrival (in a very rare case). If you believe your item qualifies, please contact our team before returning the product by emailing info@adabeauty.com.au or messaging us on WhatsApp at +61 423 047 556. Our team will guide you through the next steps.

Please note that customers are responsible for all shipping costs associated with an exchange, and each order is eligible for one exchange only, subject to approval.

If you require assistance before purchasing, our team is always available to help ensure you select the right product with confidence.

8. Orders Returned Due to Incorrect Addresses or Failed Delivery

If a parcel is returned to us due to an incorrect address, non-collection, or failed delivery, the customer is responsible for:

Re-shipping fees, and
Any applicable carrier return charges.

Please ensure your shipping details are accurate when placing your order.

For full details on delivery timeframes and handling processes, please refer to our Shipping Information page.

9. Final Note

By placing an order with ADA BEAUTY, you acknowledge that you have read, understood, and agreed to this Returns & Refund Policy.

If you need clarification or help with your order, our team is here to support you every step of the way.