Refund policy

What is the Mane Baby returns and exchange policy?
Set out below are our guidelines, which will improve our service, timelines, and support for our customers requesting an approval for the return of any product.

GUARANTEE OF MANE BABY PRODUCT
Mane Baby guarantees that its products are of acceptable quality as defined in the Australian Consumer Law. The guarantee does not apply if the goods are damaged because you did not follow the instructions set out in the “Hair Care Information” link under the FAQs section of the website or damaged as a result of normal wear and tear, bleaching, colouring, or unreasonable use or neglect.

All claims must be made within 30 days of purchasing our product (except for faulty products). Any claims made after this time will be reviewed at the discretion of Mane Baby.

CONDITIONS FOR RETURN OF PRODUCT
Mane Baby allows returns of:

Goods that do not conform to the guarantee of Mane Baby product (see above); or if you change your mind, but due to health regulations for hair extension products, only if they are in their original unopened packaging and the seal on the hair must still be intact and not tampered with.

If you have not purchased the products directly from Mane Baby, then you must return the products to the place of purchase to request a refund or replacement.

This applies if you have purchased our products from a salon, wholesaler, or third party.

No direct consumer complaints will be handled by Mane Baby unless specifically approved by management.

RETURNS PROCEDURE
To organise a return, the following procedure should be followed:

  • Please send an email to hello@manebaby.com.au to organise the return. One of our friendly team members will contact you to discuss your requirements and organise a *returns number, should your item(s) be eligible for return.
  • A returns form with your returns number will then be emailed to you for completion. This must be completed in full and emailed back to us at hello@manebaby.com.au
  • A copy of the returns form (including the returns number) must accompany the products returned.
  • Ensure item(s) are in original packaging and suitable for resale, meaning the seal on the hair must still be intact and not tampered with.
  • If you are returning any faulty hair, please plait the hair neatly and ensure the product is completely dry before sending.
  • Returns are to be sent back to Mane Baby Head Office at the customer’s expense (unless proven faulty) to:
    MANE BABY HAIR 498 BRIDGE RD, RICHMOND, VIC 3121
  • Upon receipt of the returned goods, Customer Service will contact the customer within 2 business days with an update.
  • Any testing required will be completed within 5 business days.
  • Any replacements (subject to available stock) or refunds will be processed by
    our Customer Service team within 7 business days of receipt of the return.
  • Please do not return any goods without contacting us first.
  • Any items returned without a valid return number cannot be accepted.

INCORRECT SHIPMENTS
We request that any queries regarding incorrect orders or missing stock be reported to our Customer Service Department via hello@manebaby.com.au immediately and within 7 working days of stock being received. This will enable us to promptly and correctly fulfil your original order and allow us to correct your invoice and account.

Hair will not be accepted if it is not returned in original packaging and in original condition.

REPLACEMENT OR CREDIT
For all warranty claims approved by Mane Baby, we will replace the product with the exact style and colour match as originally ordered.

  • Customers will receive a credit or refund for the original cost if replacement is not commercially possible.
  • A credit, refund, or replacement preference needs to be specified when completing the RA form and will be at Mane Baby’s discretion.

REPLACEMENTS ARE NOT SUBJECT TO GUARANTEE CLAIMS
Any requests for a replacement or colour swap that are not the subject of a guarantee claim will incur a 10% handling fee of the total value.