Refund policy

Return & Refund Policy

At CIBELLA Hair Extensions, we are committed to delivering premium quality products and ensuring our customers feel confident with their purchase.

Due to the nature of our products, we have a strict but fair return policy to maintain hygiene and quality standards.

Returns

We accept returns within 7 days of delivery.

To be eligible for a return:

• The item must be unused, unopened and in original packaging
• The security seal must remain intact
• The product must not have been worn, washed, coloured or altered in any way

For hygiene reasons, we cannot accept returns on any product that has been opened or used.

Non-Returnable Items

For safety and hygiene purposes, the following items are non-refundable:

• Opened or worn hair extensions
• Products with broken or removed seals
• Custom or special orders

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

• Your refund will be processed to your original payment method
• Please allow 5–10 business days for the refund to appear in your account

Shipping costs are non-refundable.

Exchanges

We currently do not offer direct exchanges.

If you wish to change your item, please return your original purchase (if eligible) and place a new order.

Faulty or Incorrect Items

If you receive a product that is faulty or incorrect, please contact us within 48 hours of delivery.

We will arrange a replacement or refund where applicable.

Please include:

• Your order number
• Photos of the item
• Description of the issue

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

We recommend using a trackable shipping method, as CIBELLA is not responsible for lost returns.

Contact Us

For any return or refund enquiries, please contact us at:

📧 cibellastudio@gmail.com
📍 Melbourne, Australia

Australian Consumer Law

This policy operates in accordance with 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.