Refund policy

Refunds, Returns & Store Policies

Havana Hair Extensions

At Havana Hair Extensions, we pride ourselves on delivering exceptional service and the finest quality luxury hair. Please take a moment to read our policies regarding returns, exchanges, warranties, and shipping.

🔁 Returns & Exchanges

We do not offer refunds for change of mind or non-faulty products. However, you may request an exchange or store credit within 30 days of purchase.

To qualify:

    •    Hair must be unused, unopened, and in its original packaging

    •    All accessories, labels, and complimentary gifts must be returned

    •    Proof of purchase must be provided

    •    Customer is responsible for return and reshipping costs

📬 Return Address:

Havana Hair Extensions

5/155 Florence St, Wynnum QLD 4178 Australia

📧 To request an exchange: Email info@havanaextensions.com.au with your name, order number, and preferred exchange option.

⛔ Items Not Eligible for Return or Exchange

    •    Final sale items

    •    Custom orders (e.g. specific lengths or custom-coloured pieces) unless faulty

    •    Hair that has been used, worn, or removed from packaging

    •    Tape adhesive that has naturally weakened (replacement tabs available)

    •    Hair discolouration or dryness caused by incorrect products

    •    Split ends or matting due to improper care or installation

✅ 30-Day Matte-Free Guarantee

We stand by our quality and offer a 30-day matte-free guarantee when:

    •    Havana Haircare products are used exclusively

    •    Hair is installed by a professional

    •    Care guidelines are followed

    •    No chemical alterations have been made

Covered under warranty:

    •    Tangling or matting within 30 days

   

Warranty void if:

    •    Non-recommended haircare products are used

    •    Hair is coloured, bleached, or toned

    •    Hair is incorrectly installed or maintained

📧 Warranty claims: Email info@havanaextensions.com.au with your order number. A warranty claim form will be provided.

📦 Shipping & Delivery

Australia-Wide:

    •    FREE Shipping on orders over $200 

    •    Orders under $200: $15 flat-rate Express or calculated Standard shipping

    •    Orders placed before 12pm AEST (Mon–Fri) dispatched same day

    •    No weekend or public holiday dispatch

Delivery Times:

    •    Express (Australia): 1–3 business days

    •    Standard (Australia): 3–10 business days

    •    International Express: 2–4 business days (metro areas)

    •    International Standard: 10+ business days

Regional areas may take an additional 2–3 business days.

International Orders:

    •    We ship worldwide

    •    Any import duties/taxes are the customer’s responsibility

Returns Shipping:

Customers are responsible for return postage unless the item is confirmed faulty. Havana Hair Extensions is not liable for courier delays, lost parcels, or damage in transit. Claims for lost parcels must be made directly with the courier

📌 Important Notes

By purchasing from Havana Hair Extensions, you agree to our terms and conditions. We recommend all customers review our Hair Care Guide before installation to ensure the longevity of your extensions.