RETURNS, EXCHANGES & QUALITY GUARANTEE

At Zahli Hair Extensions, we take pride in the quality of our hair and want you to feel confident in your purchase. As hair extensions are a personal-use product, we have specific guidelines in place to maintain hygiene, protect product quality and ensure transparency with every order.

Hair Extensions & Hygiene

For hygiene reasons, we are unable to accept returns or exchanges on hair extensions that have been opened, worn, washed, styled or altered, unless required under Australian Consumer Law.

This includes:

• Breaking the original packaging seal or removing tape from the wefts.

• Washing, wearing or styling the hair.

• Applying bleach, hair dye, toner or other chemical treatments.

Unsure about your colour match? We recommend purchasing a Zahli Colour Ring before ordering your extensions. This allows you to compare our shades against your natural hair before committing to a full set.

Exchanges & Store Credit

We understand that choosing the right shade and length is important. If you've ordered the wrong shade or length, please contact us within 10 days of receiving your order to discuss an exchange.

To be eligible, the hair must be:

• Unopened and unused.

• In its original packaging, with all seals intact.

• In its original condition, with no signs of alteration or damage.

A $20 shipping and handling fee applies to eligible exchanges to cover the associated postage and processing costs.

Change-of-mind returns and exchanges are subject to these conditions and do not affect your rights under Australian Consumer Law.

12-Month Quality Guarantee

At Zahli, quality is at the heart of everything we do. Our Straight Range comes with a 12-month quality guarantee, reflecting our commitment to the standard of hair we supply.

If you believe your extensions have developed a manufacturing fault, please contact us with your order number, a description of the issue and clear photographs where possible. We may ask you to return the hair for inspection before determining the appropriate outcome.

Potential manufacturing faults may include:

• Excessive shedding beyond normal expectations.

• Unusual matting or tangling that is attributable to a manufacturing defect.

• Abnormal breakage attributable to a manufacturing defect.

Each claim is assessed individually. Normal wear and tear, improper maintenance, chemical processing, heat damage and changes in colour are not automatically considered manufacturing faults.

If a manufacturing fault is confirmed, Zahli will provide the appropriate remedy in accordance with our quality guarantee and Australian Consumer Law. Depending on the circumstances, this may include a replacement, repair or refund.

Please note that the 12-month guarantee is subject to the conditions below and does not limit your statutory consumer rights.

**CURLY HAIR IS NOT PART OF OUR 12 MONTH GUARANTEE 

Looking After Your Extensions

Premium hair requires appropriate care to maintain its condition and longevity. We recommend following Zahli's hair extension care instructions and using products suitable for human hair extensions.

The following may compromise the condition of your hair and may affect a claim where they have caused or contributed to the damage:

• Keratin or protein treatments that are unsuitable for the extensions.

• Bleaching, colouring, toning or other chemical processing.

• Excessive heat styling or incorrect use of styling tools.

• Failure to follow the recommended care instructions.

Colour fading, dryness, tangling or breakage resulting from wear, incorrect care or external treatments is not necessarily a manufacturing fault. However, claims will be assessed on their individual circumstances, and your rights under Australian Consumer Law remain unaffected.

Faulty or Incorrect Orders

If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as possible so we can assess the issue and arrange an appropriate resolution.

Please include your order number and photographs of the product where relevant. We may request the item be returned for inspection.

Where a refund is approved, it will generally be processed to the original payment method. Processing times may vary depending on your payment provider.

Your rights matter to us. Nothing in this policy excludes, restricts or modifies any consumer guarantees or remedies available to you under Australian Consumer Law.