SHIPPING & RETURNS POLICY
LM Hair Health Pty Ltd (ABN 38 689 232 657)
Last updated: 29 October 2026
1. Shipping
1.1 We aim to dispatch your order within 2-3 business days of order acceptance, subject to stock availability and office shipping hours. You will receive an email with your shipping details when the product has been shipped.
1.2 We ship Australia wide, via Aus post carrier only but do not ship to post office boxes.
1.3 Shipping will be calculated at checkout. Shipping is Aus post express for a flat fee of $15 AUD for up to 3 bottles. Larger orders will need to be emailed for approval first via info@foliehairtherapy.com and shipping quoted.
1.4 We deliver locally, free of charge for customers who are within 10km of our Cottesloe, Western Australia head office radius. This option will be only available for selection at checkout, if your address qualifies for it as per automatic calculation.
1.5 We do not offer local pickup.
1.6 Christmas cut off dates. The last shipping day will be Friday the 11th of December 2026. Order before this date to guarantee your Folie will arrive in time for Christmas.
1.7 Black Friday / Cyber Monday Sale (and other online event dates). Please allow additional time for pack and send as well as shipping as per the Australia post website.
2. Delivery
2.1 We deliver to addresses within Australia. Delivery to international addresses is not currently available unless expressly stated on the website.
2.2 Delivery timeframes are estimates only and may vary at times of increased demand and will not prepared and packed over weekend periods.
2.3 Risk in the Products passes to you upon delivery to the address you provide. You are responsible for ensuring that an accurate and complete delivery address is provided at checkout. We are not responsible for non-delivery caused by an incorrect or incomplete address.
2.4 If delivery is attempted and no one is available to receive the delivery, the Products may be left in a safe place or a collection card may be left by the carrier. We are not responsible for loss or theft of Products left at an unattended address.
3. Returns
3.1 Unless required under the ACL, we are unable to accept returns of:
(a) Products that have been opened, used, or damaged after delivery by you;
(b) Products returned more than 10 days after delivery (other than for ACL guarantee claims, which are not subject to this time limit);
(c) Products that are not in their original packaging; or
(d) Gift cards or promotional items.
4. How to Lodge a Return
4.1 To lodge a return, please:
(a) email us at hi@foliehairtherapy.com with your order number, the Product(s) you wish to return, and the reason for your return;
(b) wait for our response, which we will send within 5 business days, confirming whether your return has been approved and providing return instructions; and
(c) once approved, we will provide you with full return instructions, including the return address, by email.
4.2 Please do not send Products back to us without first receiving our return authorisation. We are not responsible for Products returned without prior authorisation.
5. Refund Processing
5.1 Once we receive and inspect your returned Product, we will notify you of the outcome within 5 business days.
5.2 If your return is approved, your refund will be processed to your original payment method within 5 business days of approval. Processing times may vary depending on your financial institution.
5.3 Original delivery charges are non-refundable for change-of-mind returns unless the return arises from our error or a Product fault.
6. Change of Mind Returns
6.1 We do not accept returns, refunds, or exchanges for change of mind. This applies to all Products, including our oral supplement, due to shelf-stability, safety, and hygiene requirements once a Product has left our facility.
6.2 If a Product arrives damaged (for example, a smashed or leaking bottle) or is otherwise not as described, please notify us within 10 days of the delivery date by emailing hi@foliehairtherapy.com with your order number, a description of the issue, and photographs where possible.
6.3 Where a Product is confirmed as damaged on delivery or not as described, we will, at your election, provide a replacement or a full refund, including reimbursement of any return postage costs we ask you to incur. We will provide return instructions, including the return address, in our email response to your claim.
6.4 This clause 3 does not limit your rights under the Australian Consumer Law in respect of faulty, unsafe, or non-conforming Products — see clauses 1 and 2 above.
7. Exchanges
7.1 We offer replacements or refunds where a Product is faulty, damaged on delivery, or does not meet a consumer guarantee under the ACL. As set out in clause 3, we do not offer exchanges or returns for change of mind.
8. Your Rights Under Australian Consumer Law
8.1 Our Products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) (ACL).
8.2 You are entitled to a replacement or refund for a major failure. A major failure occurs where:
(a) the Product would not have been acquired by a reasonable consumer fully acquainted with the failure;
(b) the Product departs significantly from its description or sample;
(c) the Product is substantially unfit for its common purpose and cannot be made fit within a reasonable time; or
(d) the Product is unsafe.
8.3 For failures that are not major, you are entitled to have the Product repaired or replaced within a reasonable time or, if we fail to do so, to receive a refund.
8.4 You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by a failure to comply with a consumer guarantee, other than loss or damage of a kind that is excluded from compensation under the ACL.
8.5 Consumer guarantees do not apply where the failure has been caused by your misuse of the Product, or where you have used the Product contrary to the instructions on the label or provided with the Product.
9. Faulty, Damaged, or Incorrectly Described Products
9.1 If you receive a Product that is faulty, damaged in transit, or materially different from its description on the Website, please contact us within 10 days of receiving the Product at hi@foliehairtherapy.com with:
(a) your order number;
(b) a description of the fault, damage, or discrepancy; and
(c) photographs clearly showing the issue where applicable.
9.2 We will assess your claim and, depending on the nature and extent of the failure, offer you one of the following remedies at our election (or at your election in the case of a major failure):
(a) a full refund to your original payment method;
(b) a replacement Product; or
(c) an exchange for a Product of equal value.
9.3 We will cover the cost of return postage for faulty, damaged, or incorrectly described Products. We will provide you with a prepaid return label or reimburse reasonable return postage costs upon receipt of proof of postage.
Contact Us
If you have any questions about this Returns Policy, please contact us at:
Email: hi@foliehairtherapy.com