Refund policy
Ella&Jade Hair Pty Ltd
At Ella&Jade, we want you to love your products. If something isn’t quite right, here’s how we can help:
Damaged or Faulty Items
Any item that is damaged or presents a fault can be exchanged for another item, salon credit, or refunded back to the original payment method.
Please notify us at info@ellajade.com.au within 30 days of receiving or collecting your order.
Change of Mind
If you change your mind, no problem - we are happy to exchange your item.
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The product must be unopened, unused and in original packaging.
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No refunds will be processed for a change of mind.
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The return postage cost is payable by the client.
Scalp Irritation or Sensitivity
If you purchase a product that causes scalp irritation or sensitivities, we will happily exchange it for something more suitable. A complimentary in-salon or phone consultation can be provided to ensure the correct product is prescribed.
Return Approval Required
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All returns must be approved by Ella&Jade Hair Pty Ltd prior to being sent back. Items returned without prior approval will not be accepted or processed.
Condition of Returned Items
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Items must be returned in saleable condition - unused, unopened, in original packaging, with any seals intact. Items that do not meet these requirements may be rejected and returned to the customer at their expense.
Time Limits
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Faulty/damaged item claims must be made within 30 days of purchase or collection.
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After this period, remedies will be handled in line with Australian Consumer Law (ACL).
Exclusions
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For health and hygiene reasons, personal care and haircare products that have been opened or used cannot be returned unless faulty.
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Sale items, gift cards, and promotional items are not eligible for refund or exchange.
Refund Processing
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Refunds (if approved) will be processed back to the original payment method only.
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Refunds may take up to 10 business days depending on your bank or card provider.
Australian Consumer Law
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Nothing in this policy excludes or limits your rights under the Australian Consumer Law. You are entitled to a replacement, repair, or refund for a major product fault.
How to Arrange a Return or Exchange
To start a return or exchange, please email us at info@ellajade.com.au with your order details and reason for return. We will provide instructions on how and where to send your item. Items sent back to us without prior approval will not be accepted.