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At Alíbre Hair Care, we want you to feel confident when purchasing from us. Please read our Returns and Refunds Policy carefully before placing your order.
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This policy applies to purchases made directly through the Alíbre Hair Care website. It should be read together with your rights under Australian Consumer Law.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
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 replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
Due to the personal care nature of haircare products, we are unable to accept returns for change of mind once a product has been opened, used, or removed from its original condition.
For hygiene and safety reasons, we cannot accept returns on opened or used shampoos, conditioners, treatments, masks, oils, sprays, scalp products, or styling products unless the product is faulty or otherwise does not meet consumer guarantees under Australian Consumer Law.
If your product is unopened, unused, and in its original packaging, you may contact us within 14 days of receiving your order to request a change of mind return. Approval is at our discretion.
Return postage for approved change of mind returns is the responsibility of the customer.
Please contact us as soon as possible if your item arrives damaged, faulty, leaking, incorrect, or not as described.
To help us review your request, please include:
Once received, our team will review the information and advise the next steps.
Depending on the issue, we may offer a replacement, refund, or another suitable remedy in accordance with Australian Consumer Law.
If your order arrives damaged in transit, please take clear photos of:
Please contact us as soon as possible so we can review the issue with our courier or fulfilment team.
As haircare products are personal care items, opened or used products cannot be returned due to hygiene reasons unless they are faulty, damaged, incorrectly supplied, or do not meet consumer guarantees under Australian Consumer Law.
We are unable to accept returns simply because the product is not suitable for your hair type, you do not like the scent, texture, or result, or you have changed your mind after opening or using the product.
Please review the product ingredients carefully before use, especially if you have known allergies, sensitivities, scalp concerns, or reactive skin.
If irritation occurs, discontinue use immediately.
A reaction or sensitivity does not automatically mean the product is faulty. However, if you believe there is an issue with the product itself, please contact us with your order details and photos so our team can review your concern.
Sale items and promotional purchases are covered by the same consumer guarantees under Australian Consumer Law.
We do not provide refunds or exchanges on sale items for change of mind unless approved by our team and the product is unopened, unused, and in its original condition.
If a sale item is faulty, damaged, incorrectly supplied, or not as described, please contact us so we can review the matter.
For an approved return, the product must be:
Items that are opened, used, damaged after delivery, missing packaging, or returned without approval may not be accepted.
Customers are responsible for return shipping costs for approved change of mind returns.
If the product is confirmed to be faulty, damaged, incorrectly supplied, or not as described, we will provide the appropriate remedy in line with Australian Consumer Law.
We recommend using a tracked postage service, as we cannot take responsibility for items lost in transit when being returned to us.
Once your return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed back to your original payment method.
Please allow time for your bank or payment provider to process the refund.
Shipping costs are generally non-refundable for change of mind returns.
To request a return or report an issue with your order, please contact us with your order details and supporting photos or videos.
Email: sales@alibrehaircare.com
Please do not send any items back without contacting us first, as unauthorised returns may not be accepted.
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Tracking not updating, or need to change a delivery detail? Our team is happy to help with any shipping question.