Last updated 12 October 2026
Please choose carefully. We do not offer refunds or exchanges if you change your mind. If there is a problem with your order, we will fix it. Your rights under the Australian Consumer Law always apply.
Change of mind
We do not accept returns, or give refunds, exchanges or store credit, where you have changed your mind, ordered the wrong product, shade or quantity, or found the product cheaper somewhere else. This applies to all products, including sale items.
Not sure which product is right for you? Email us before you order, or take our Hair ID quiz.
Faulty, damaged or incorrect items
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
We will give you a remedy if a product:
- is faulty or not of acceptable quality
- arrives damaged
- is not what you ordered, or does not match its description
- is missing from your order
For a major problem, you can choose a refund or a replacement. For a minor problem, we may choose to repair or replace the product.
How to make a claim
- Email hello@salononline.com.au with your order number, a short description of the problem and photos if you can.
- We will reply as soon as we can, usually within 2 business days.
- If we need the product back, we will tell you how to return it. Once the problem is confirmed, we cover the reasonable cost of sending it back.
You do not need the original packaging. We do need proof of purchase, such as your order number or receipt. Please tell us about damaged or incorrect items as soon as you can after delivery.
What is not covered
We are not required to give a refund, replacement or repair where:
- you changed your mind
- the product was misused, or not used in line with the manufacturer's directions
- you knew about a fault before you bought the product
- a tool shows normal wear and tear
Hair colour, bleach, developers and chemical treatments must be used as directed. Always do a skin allergy test 48 hours before using hair colour.
Electrical tools
Clippers, trimmers, dryers, straighteners and other electrical tools may come with a manufacturer's warranty. That warranty is in addition to your rights under the Australian Consumer Law. If a tool fails, contact us first and we will help you with the claim.
Refunds
Approved refunds go back to your original payment method. We usually process them within 5 business days of approval. Your bank may take a few more days to show the money in your account.
Changing or cancelling an order
If you need to change or cancel an order, contact us straight away. We can help if the order has not been packed. Once an order has been dispatched it cannot be cancelled.
Bought in store?
The same rules apply. Bring the product and your receipt back to the store you bought it from.
Contact us
Email hello@salononline.com.au or call +61 2 9609 6020. You can read more about your consumer rights on the ACCC website.