We understand when first ordering from Henshall Hair it may be difficult to colour match from your computer screen and we know you want your hair NOW. To avoid any mistakes while ordering, we ask that you please follow our How To Order process. (maybe a link to this page). If you do order the wrong colour hair extensions and notify us within 14 days of delivery, a replacement will be provided after we have received, inspected and confirmed that the returned hair extensions were not opened.

If, however the hair packaging is opened then there will be no replacement or an option for a return as this is a hygiene risk. Human hair extensions are considered a hygienic product. We take matters of hygiene seriously and do not allow opened items to be returned for the safety of all our customers. This is a standard practise across the industry.

If Henshall Hair authorizes hair to be returned, all customers are responsible for their own return shipping costs and the postage costs of the replacement item, charged at $8 regular shipping or $10 express shipping. We recommend that you send your returned item with a tracking option, because Henshall Hair will not be responsible for lost returns. Furthermore, the replacement item will NOT be sent out until the returned item is received.

If you experience a quality issue with your Henshall Hair Extensions upon delivery you must bring it to our attention within 7 days from delivery.  A replacement or full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned hair extensions are faulty.

To return an item please place extensions in an Australia post satchel. Allow 1-6 business days for Henshall Hair to process and send out your new extensions once it arrives back to us. All customers must provide us with the tracking information in order for us to process the refund/ replacement.

You must contact us prior to sending your return, as this allows us to provide you with the quickest return address, track the item and we can process the replacement so the return process is as quick as possible.

All Henshall Hair shipments include tracking with delivery confirmation, however if you have not received your order and the tracking information confirms that the item has been delivered, please contact the postage service provider. We cannot be held accountable for the delivery provider’s error.

If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.

Salon Client ‘Change of Mind’ Policy

If you are a Hair Extensionist and have purchased Henshall Hair extensions but the client has changed their mind we are not liable for this as it is your responsibility to organise a deposit with the client. Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.