Refund policy

RETURNS POLICY

LM Hair Health Pty Ltd (ABN 38 689 232 657)

Last updated: 29 July 2026

We want you to be completely satisfied with your purchase. This Returns Policy sets out your rights and our obligations when it comes to returns, refunds, and exchanges for Products purchased from our Website.

This Returns Policy forms part of our Website Terms and Conditions. Defined terms used in this Returns Policy have the same meaning as in our Website Terms and Conditions unless otherwise defined here.

1. Your Rights Under Australian Consumer Law

1.1 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).

1.2 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;

(d) the Product is unsafe.

1.3 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.

1.4 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.

1.5 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.

2. Faulty, Damaged, or Incorrectly Described Products

2.1 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

2.2 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

2.3 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.

3. Change of Mind Returns

3.1 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.

3.2 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.

3.3 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.

3.4 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.

4. Subscription Orders

4.1 Subscription Products are dispatched automatically in accordance with your billing cycle. We encourage you to review your upcoming order through your account dashboard and to modify, skip, or cancel before your billing date if you do not wish to receive a particular order.

4.2 As set out in clause 3, we do not accept change-of-mind returns for Subscription Products. If a Subscription Product arrives damaged or is not as described, clauses 1, 2, and 3 apply and we will cover the cost of return postage.

4.3 If a Product included in your Subscription is faulty, damaged in transit, or incorrectly substituted, clauses 1 and 2 apply and we will cover return postage costs.

4.4 We are unable to accept returns of Subscription Products on the basis that you forgot to cancel or skip your order in time, unless the Product is faulty or does not comply with a consumer guarantee under the ACL.

5. Products We Cannot Accept for Return

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);

(d) Gift cards or promotional items.

6. How to Lodge a Return

6.1 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

6.2 Please do not send Products back to us without first receiving our return authorisation. We are not responsible for Products returned without prior authorisation.

7. Refund Processing

7.1 Once we receive and inspect your returned Product, we will notify you of the outcome within 5 business days.

7.2 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.

7.3 Original delivery charges are non-refundable for change-of-mind returns unless the return arises from our error or a Product fault.

8. Exchanges

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.

9. Contact Us

If you have any questions about this Returns Policy, please contact us at:

LM Hair Health Pty Ltd

Email: hi@foliehairtherapy.com

This Returns Policy is subject to and does not limit your statutory rights under the ACL.

Refund policy

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