Refund policy
Refund & Returns Policy
At K.LAWRENCE Haircare, the quality, safety and integrity of our products are extremely important to us.
No Change-of-Mind Returns
Due to the nature of our haircare and cosmetic products, K.LAWRENCE Haircare does not accept returns or exchanges for change of mind.
Once a product has left our care, we cannot verify how it has been stored, handled, transported or exposed to heat or other environmental conditions. Our products may also be opened through their packaging or lids, meaning we cannot safely confirm that a returned product has remained unused or uncompromised.
For these reasons, all sales are final for change-of-mind purchases, incorrect product selections, personal preference, scent preference or products that are simply no longer wanted.
Faulty, Damaged or Incorrect Orders
If your product arrives damaged, faulty, leaking, incorrect or otherwise has a genuine product issue, please contact K.LAWRENCE Haircare as soon as possible after receiving your order.
Please provide:
- Your order number
- A description of the issue
- Clear photos or video showing the product and packaging
We may request additional information so we can assess the issue.
Where a product is confirmed to have a fault or otherwise fails to meet a consumer guarantee, we will provide the appropriate remedy in accordance with Australian Consumer Law.
Depending on the circumstances, this may include a replacement, refund or another appropriate remedy.
Product Suitability & Individual Reactions
Hair, scalp and skin can respond differently to cosmetic and haircare products.
Customers are responsible for reviewing product descriptions and ingredient lists before purchasing, particularly where allergies, sensitivities or specific hair concerns are present.
Disliking the scent, texture, consistency, finish or performance of a product for your individual hair type does not qualify for a refund or exchange simply because the product has been opened or used.
This does not affect any rights you may have under Australian Consumer Law where there is a genuine fault or safety issue with the product.
Returns
Please do not send products back to K.LAWRENCE Haircare unless specifically instructed to do so by us.
Unauthorised returns may not be accepted.
In some circumstances, we may be able to assess a product issue using photographs, video, batch information and other supporting information without requiring the product to be returned.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
Where a product has a major failure, you may be entitled to a refund or replacement. Other remedies may apply for minor failures.
Contact
If you believe there is a genuine problem with your order or product, please contact K.LAWRENCE Haircare through the contact details listed on our website and include your order number and supporting photos.