Refund policy

Last updated: August 2025

1. Overview
At Done, we are committed to providing high-quality products and excellent customer service. Due to the nature of our products, which are applied to the hair and are personal in use, we are unable to accept returns or offer refunds for change of mind, incorrect colour choice, or unused products.

2. Faulty or Damaged Products
If you receive a product that is faulty, damaged, or incorrect, please contact us within 7 days of receiving your order. We may ask for photographic evidence or the return of the product before approving a replacement or refund.

3. How to Report a Faulty Product

• Email us at hello@donehair.co with your order number, details of the issue, and photos if possible.
  

• We will assess your claim and respond promptly with a resolution.
  

4. Faulty Product Returns

If we approve your claim:

• We will provide instructions for returning the product to us.
  

• Please do not send products back without prior authorisation from Done Hair. Unauthorised returns may be refused or returned to you.
  

• We recommend using a tracked shipping service, as the cost and risk of return shipping are the responsibility of the customer unless the product is confirmed faulty.
  

5. Refunds and Replacements

• For approved faulty products, we will offer either a replacement or a refund, at our discretion.
  

• Refunds will be processed back to your original payment method within a reasonable timeframe after receipt and inspection of the returned product.

6. Perfect Match Promise
We want you to love your hair colour! If you believe you have chosen and applied the wrong shade, we will send you a different shade to try at our discretion. To be eligible for this:

• You must provide photos clearly showing the application and the mismatch colour to our team for review.
  

• Our team will assess the photos and confirm whether the shade was applied incorrectly.
  

• If approved, we will send you an alternative shade at no additional cost.
  

7. Change of Mind
Due to hygiene and safety reasons, we do not accept returns or offer refunds for:

• Change of mind
  

• Incorrect colour choice
  

• Products that have been opened, used, or damaged by the customer
  

8. Subscription Orders
Refunds are not available for subscription deliveries once dispatched. Please ensure you manage your subscription according to our subscription terms.

9. Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. If a product is faulty or not fit for purpose, you have the right to seek a remedy under the law.

10. Contact Us
If you have any questions or concerns regarding your order or this Returns & Refunds Policy, please contact us at:

• Email: hello@donehair.co
  

• Address: Unit 1/52 Brasser Avenue, Dromana, VIC