Refund policy

At Mareva Hair, we want you to feel confident and supported when choosing your hair piece. Due to the personal and hygienic nature of wigs, toppers, hair extensions and related hair products, please read this Returns, Exchanges and Cancellations Policy carefully before placing your order.

This policy applies to change-of-mind returns, unsuitable-item returns and voluntary order cancellation requests.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product is faulty, not of acceptable quality, not fit for its intended purpose, materially different from its description or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances.

Where a product has a major failure, you may be entitled to choose between a refund and a replacement.

For a minor problem, Mareva Hair may choose to provide a repair, replacement or another appropriate remedy within a reasonable time. If the problem cannot be resolved within a reasonable time, additional remedies may be available under Australian Consumer Law.

Any refund required under Australian Consumer Law will generally be provided using the original payment method unless the customer agrees to another form of refund.

2. Change-of-Mind and Unsuitable-Item Returns

Eligible change-of-mind and unsuitable-item returns are provided as store credit only.

We do not provide refunds to the original payment method for change-of-mind or unsuitable-item returns.

Store credit does not expire and may be used toward future purchases from Mareva Hair.

To qualify for an eligible change-of-mind or unsuitable-item return, all of the following requirements must be met:

  • You must contact Mareva Hair within 14 calendar days after the order is delivered.
  • Your return request must be approved in writing before the product is returned.
  • Once approved, the product must be lodged with the shipping carrier within seven calendar days after the return instructions are provided.
  • The postage receipt or tracking record will be used to determine whether the product was lodged within the required period.
  • The product must be unworn, unused and in its original condition.
  • Any lace must remain fully intact and uncut.
  • The product must not have been brushed out, washed, styled, coloured, cut, altered, scented or damaged.
  • The product must be returned with its original packaging and included accessories.
  • The product must not be excluded from change-of-mind returns under this policy.

Return shipping costs are the customer’s responsibility for eligible change-of-mind and unsuitable-item returns.

Please do not return any product until you have received written approval and return instructions from Mareva Hair.

We recommend using a tracked shipping service. The customer is responsible for an approved change-of-mind return until it is delivered to the nominated return address.

3. Health and Hygiene Requirements

Due to the personal and hygienic nature of wigs, toppers, hair extensions and related hair products, change-of-mind returns must be completely unworn, unused and in their original condition.

These requirements help protect the health and wellbeing of all customers, including customers undergoing medical treatment or experiencing medically related hair loss.

A change-of-mind return will not be accepted if the product has been:

  • Worn or used
  • Washed or conditioned
  • Brushed out
  • Cut or trimmed
  • Styled
  • Coloured or chemically treated
  • Scented
  • Altered
  • Damaged

Any lace must remain completely intact and uncut.

A product that does not meet these conditions may be returned to the customer, and the customer may be responsible for the applicable delivery charge.

These hygiene conditions do not limit any rights available under Australian Consumer Law where a product is faulty, incorrectly supplied or otherwise fails to meet a consumer guarantee.

4. Human Hair and Made-to-Order Products

All Mareva Hair human hair products are individually made to order after purchase.

This includes, but is not limited to:

  • Human hair wigs
  • Human hair toppers
  • Human hair clip-ins
  • Human hair ponytails
  • Human hair extensions
  • Other human hair pieces

Production arrangements may begin shortly after an order is placed. Because each human hair product is produced specifically for the customer’s order, human hair orders cannot be cancelled, returned or exchanged due to:

  • Change of mind
  • Accidental ordering
  • Duplicate ordering
  • An unsuitable selection
  • Colour preference
  • Length preference
  • Cap size preference
  • Cap construction preference
  • Density preference
  • Lace preference
  • Hairstyle or texture preference
  • A change in personal circumstances
  • Finding a similar product elsewhere
  • No longer requiring the product

Customers are responsible for reviewing the product details, measurements, colour information, selected variants, production timeframes and all order specifications before completing their purchase.

The made-to-order status and change-of-mind restrictions should also be displayed on each human hair product page before purchase.

This section does not affect your rights under Australian Consumer Law if a human hair product is faulty, incorrectly supplied, materially different from its description or otherwise fails to meet a consumer guarantee.

5. Human Hair Order Cancellations

Human hair orders cannot be cancelled after purchase because all human hair products are made to order and production arrangements may begin shortly after the order is placed.

No cancellation is available due to change of mind, an incorrect customer selection, accidental ordering or a change in personal circumstances.

Please carefully review all selected details before completing payment, including:

  • Product style
  • Colour
  • Length
  • Cap size
  • Cap construction
  • Density
  • Lace type
  • Texture
  • Any other selected option

Nothing in this section limits any cancellation, refund or other remedy required under Australian Consumer Law where Mareva Hair has failed to meet a consumer guarantee.

6. Synthetic Hair and Other Non-Made-to-Order Cancellations

This section applies to synthetic wigs, synthetic hair pieces, accessories and other products that are not made to order.

To request a cancellation, please contact Mareva Hair as soon as possible after placing your order.

A cancellation is not confirmed until Mareva Hair has approved it in writing.

Cancellation Within 24 Hours

Where a cancellation request is submitted within 24 hours after purchase and the order has not been dispatched, an approved cancellation will be refunded to the original payment method.

Any payment-processing time required for the refund to appear will depend on the payment provider or financial institution.

Cancellation More Than 24 Hours After Purchase

Where a cancellation request is submitted more than 24 hours after purchase but before dispatch, the request will be assessed according to the order’s processing and fulfilment status.

If the cancellation is approved, the full cancelled order value will be issued as Mareva Hair store credit rather than refunded to the original payment method.

Store credit does not expire and may be used toward future purchases from Mareva Hair.

Cancellation cannot be guaranteed if the order has already entered advanced processing, packing, warehouse transfer or fulfilment, or if the shipment can no longer reasonably be stopped.

Orders Already Dispatched

Once an order has been dispatched, it cannot be cancelled.

An order may be considered dispatched where:

  • It has been handed to a courier.
  • It has left the applicable warehouse.
  • Tracking information has been issued and the shipment can no longer reasonably be intercepted.
  • Its dispatch has otherwise been confirmed by the warehouse or courier.

After delivery, the customer may request an eligible return under the timeframes, hygiene requirements and other conditions stated in this policy.

This voluntary cancellation policy does not limit any rights available under Australian Consumer Law.

7. Colour Disclaimer

Mareva Hair makes reasonable efforts to display product colours as accurately as possible.

However, colour may appear differently because of:

  • Mobile phone, tablet or computer display settings
  • Screen brightness
  • Lighting conditions
  • Photography and image processing
  • Differences between product batches
  • The handmade nature of hair products
  • Natural variations in human hair

A minor colour variation does not automatically mean that the product is faulty.

If you believe that you received the wrong colour or that the product is materially different from its description, please contact us with your order details and clear photographs so that we can assess the issue.

8. Faulty, Incorrect or Damaged Products

If you receive a product that appears to be faulty, incorrectly supplied or damaged in transit, please contact Mareva Hair as soon as reasonably possible.

Please provide:

  • Your full name
  • Your order number
  • The product name
  • A clear description of the issue
  • Clear photographs or videos of the product
  • Photographs of the parcel and packaging, where relevant

Faulty, incorrect or damaged products do not need to be returned in their original packaging for you to exercise your rights under Australian Consumer Law. However, we may ask you to retain and provide any available packaging, photographs or other information to assist with the assessment.

Once the product has been returned and assessed, Mareva Hair will provide the remedy required under Australian Consumer Law.

Where a product has a major failure, you may be entitled to choose between a refund and a replacement.

For a minor problem, Mareva Hair may choose to provide a repair, replacement or another appropriate remedy within a reasonable time.

Where required under Australian Consumer Law, Mareva Hair will arrange or reimburse reasonable return shipping costs for a confirmed faulty, incorrect or transit-damaged product.

A remedy required under Australian Consumer Law will not be restricted to store credit where a refund to the original payment method is legally required.

9. Issues That Are Not Product Faults

A product will not generally be considered faulty where the issue was caused by:

  • Normal wear and tear
  • Accidental damage after delivery
  • Misuse
  • Improper storage
  • Failure to follow care instructions
  • Incorrect washing or conditioning
  • Excessive or unsuitable heat
  • Unauthorised alteration
  • Cutting or altering the lace
  • Cutting, colouring or chemically treating the hair
  • Improper brushing or styling
  • Damage caused after delivery

This section does not affect any rights that cannot lawfully be excluded under Australian Consumer Law.

10. How to Request a Return or Report a Problem

To request a return, cancellation or consumer-law remedy, please email Mareva Hair and include:

  • Your full name
  • Your order number
  • The product name
  • The reason for your request
  • Relevant photographs or videos, where applicable

Please wait for written instructions before returning a product.

Products returned without prior approval may experience processing delays or may not qualify for a voluntary change-of-mind return.

This requirement does not prevent a customer from exercising rights that apply under Australian Consumer Law.

11. Return Inspection and Store Credit Processing

Approved returns are generally inspected within 5–7 business days after arriving at the nominated return address.

We will notify you once the inspection has been completed.

Where an eligible change-of-mind or unsuitable-item return is approved, store credit will normally be issued within a further five business days.

Store credit:

  • Does not expire
  • May be used toward future purchases from Mareva Hair
  • Is not redeemable for cash
  • Cannot replace a monetary refund where a monetary refund is required under Australian Consumer Law

12. Non-Returnable Items for Change of Mind

The following products cannot be returned or exchanged due to change of mind:

  • All human hair products
  • All made-to-order products
  • Customised or personalised products
  • Products clearly marked “Final Sale” or “Non-Returnable” before purchase
  • Products with cut or altered lace
  • Products that have been worn or used
  • Products that have been washed, conditioned or brushed out
  • Products that have been styled, cut, coloured or scented
  • Products that have been altered or damaged
  • Products that are not in their original condition
  • Products returned without their original packaging for a change-of-mind return
  • Products for which a return request was not submitted within 14 calendar days after delivery
  • Approved returns that were not lodged with the shipping carrier within seven calendar days after return instructions were provided

A “Final Sale” or “Non-Returnable” designation applies only where it was clearly disclosed before the customer completed the purchase.

These exclusions do not apply where a product is faulty, incorrectly supplied or otherwise covered by Australian Consumer Law. The ACCC has specifically warned businesses not to use blanket “no return” wording in a way that appears to remove consumer-guarantee rights for faulty or made-to-order products.

13. Proof of Purchase

Mareva Hair may request reasonable proof of purchase before processing a return, cancellation or remedy.

Acceptable proof may include:

  • Order confirmation
  • Receipt
  • Payment record
  • Customer name and order number
  • Other reasonable evidence showing that the product was purchased from Mareva Hair

14. Contact Us

For all returns, exchanges, cancellation requests and faulty-product enquiries, please contact Mareva Hair before sending a product back.

Mareva Hair
A registered trading name of Linkmark Group Pty Ltd
ABN: 20 694 293 019
Business location: Adelaide, South Australia, Australia
Mailing address: PO Box 58, Kilburn North SA 5084
Email: info@marevahair.com.au