Refund policy
Returns & Refunds
We want you to love your ALTARÉ TOUCH order. If you’re not completely satisfied with your purchase, we gladly accept eligible returns within 30 days of receiving your order.
Returns
You have 30 days from the date your order is delivered or collected to request a return.
To be eligible for a return, your item must be:
- Unused, unworn and uninstalled
- In its original condition
- Returned with its original packaging, tags and any protective packaging intact
- Free from alterations, cutting, colouring, washing or chemical processing
- Free from odours, product residue or any other signs of use
For hair extensions, we strongly recommend inspecting the colour, length and texture before removing tags, altering or installing the hair.
Hair that has been installed, worn, washed, cut, coloured, chemically processed, altered or otherwise used cannot be returned unless the product is faulty and you are entitled to a remedy under Australian Consumer Law.
How to Request a Return
Please contact ALTARÉ TOUCH within 30 days of receiving your order and include:
- Your order number
- The item(s) you would like to return
- Your reason for returning
- Clear photos where applicable
Please wait for your return instructions before sending your order back.
Returns sent without first contacting us may experience delays in processing.
Change of Mind Returns
We accept eligible change-of-mind returns within the 30-day return period.
For change-of-mind returns, customers are responsible for the cost of returning the item to ALTARÉ TOUCH.
Original shipping charges are non-refundable unless required otherwise under Australian Consumer Law.
We recommend using a tracked shipping service when returning your order. ALTARÉ TOUCH is not responsible for return parcels lost in transit.
Refunds
Once your return has been received, we will inspect the item to ensure it meets our return conditions.
If approved, your refund will be issued to your original payment method.
Please allow additional processing time for the refund to appear in your account depending on your bank or payment provider.
Exchanges
If you would like to exchange an eligible item for a different length, colour or texture, please contact us within 30 days of receiving your order.
Exchanges are subject to product availability.
Customers are responsible for return shipping costs for change-of-mind exchanges and may also be responsible for any additional shipping costs associated with sending the replacement item.
Faulty, Damaged or Incorrect Items
Please inspect your order when you receive it.
If your order arrives damaged, defective or incorrect, contact ALTARÉ TOUCH as soon as possible with your order number and clear photos or videos of the issue.
We will assess the issue and provide an appropriate remedy.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Order Cancellations & Changes
If you need to cancel or make changes to your order, please contact us as soon as possible.
We will do our best to accommodate changes before processing begins. However, once an order has been processed or dispatched, we may not be able to cancel or modify it.
Returned to Sender & Incorrect Addresses
Customers are responsible for ensuring that their delivery information is complete and accurate when placing an order.
If an order is returned to us due to an incorrect or incomplete address, failed delivery or refusal of the parcel, please contact us so we can arrange the appropriate next steps.
Additional shipping charges may apply if you would like the order to be resent.
Return Address
Please contact ALTARÉ TOUCH before returning an item.
Once your return request has been approved, we will provide you with the appropriate return instructions and return address.
Please do not send returns to our local pickup address unless instructed to do so.
Questions?
If you have any questions about a return, exchange or refund, please contact ALTARÉ TOUCH and include your order number so we can assist you.