|At The Edge in Hair we are committed to providing our customers with the best products
Only products that are faulty or otherwise returnable under a statutory warranty
or a manufacturer's warranty will be accepted for return after 14 days. Freight
costs will be factored in or waived accordingly.
Within 14 Days of Purchase
1. Unopened Products
As part of this commitment, we go beyond our legal requirements, by offering
a 14 day return policy for products returned in their original, unopened and
undamaged packaging except those products sold on a "no return" basis.
A credit will be issued for the original purchase price of the product, less
any associated freight costs and a re-stocking fee of 10% of the purchase price.
A restocking fee of 20% will apply in some circumstances.
Where products are sold on a "no return" basis we will bring this
to your attention. Examples of products sold on a "no return" basis
include ex-demo, ex-rental, auction and clearance products, and licensed software.
The "no return" basis means that, unless the product is dead on arrival,
damaged in transit, incorrectly shipped or otherwise returnable under a manufacturer's
warranty or by law, the product will not be accepted for return.
2. Opened Products
We will not accept any opened product for return unless the product is returnable
under our Returns Policy, a manufacturer's warranty or other contract or by
Dead On Arrival, Damaged In Transit or Incorrectly Shipped
If your product is dead on arrival, damaged in transit or incorrectly shipped,
contact our Customer Service staff immediately upon receipt of the product.
We will test all products returned as "Dead on Arrival" or "Damaged
in Transit" within 7 working days of receipt into our warehouse. Some
products may need to be returned to the manufacturer for testing.
If the product is defective or was incorrectly shipped, we will issue a credit
for the original purchase price of the product and associated freight costs.
If you return a product claiming it was dead on arrival, damaged in transit
or incorrectly shipped but we find the product is in full working condition,
any defects or damage were caused after you took receipt of the product or
the product was shipped correctly, it will be returned to you.
You will be invoiced a processing fee and any freight costs associated with
the return, payable within 30 days of receipt of invoice.
Outside 14 Days of Purchase
1. Return of Faulty Products, Products that don't match their Description
or otherwise under Statutory Warranty
Upon receipt of a product claimed to be faulty, where the fault cannot be
observed by our internal testing, we will forward the product to the manufacturer
or its authorised service centre or agent for assessment.
If the fault could not have been detected at purchase, and is not due to wear
and tear or misuse, we will offer you a repair, replacement or refund, as appropriate.
If the fault does not fit the above criteria and is not covered under the manufacturer's
warranty or extended warranty (where applicable), then we will provide you
with a quote for the repair costs and ask you if you wish to proceed with the
Once the product is returned to us by the manufacturer or service agent, we
will arrange return delivery of the product to you.
For products where the fault does not fit the above criteria and is not covered
by the manufacturer's warranty or extended warranty (where applicable), we
will require payment of the manufacturer's service charges and any costs associated
with processing of the return prior to returning the product to you.
2. Returns Procedure
To return a product purchased at The Edge in Hair, you will need to contact our
Customer Service Department.
You may also attend our store to discuss returning your product.
Customer Service Department Returns and Manufacturer's Returns
1. To request a Return
Phone: 02 9634 4845
We will need the following information:
Name and contact details (original purchaser)
Invoice Number or Order Number
Part Number of product to be returned
Item Serial Number(s)
The number of items being returned
Date on packing slip or invoice
Whether the product box has been opened
Reason for return
Please ensure that all products are suitably packaged in order to prevent
damage during return shipping. We will not accept responsibility for goods,
which are damaged whilst in transit back to us. Please do not write on or attach
labels to the product being returned; otherwise, the return may not be accepted,
as it will be deemed damaged.
A copy of the original packing slip, invoice, or other proof of purchase must
be included with the returned product. Returns should be delivered to the following
address (unless otherwise directed):
The Edge in Hair Returns
Shop 2/262 Old Northern Rd
Castle Hill NSW 2154
2. Manufacturer's Returns Policy and Manufacturer's Warranty
Please note that all products, with the exception of ex-demo, exrental, clearance,
second hand, imperfect or damaged products, are sold with a manufacturer's
warranty, unless otherwise noted.
If a product purchased from The Edge in Hair develops a fault after 14 days from
original purchase, we recommend that in the first instance, you contact the
manufacturer or their authorised service centre or agent for warranty service.
Warranty periods and service levels vary by manufacturer and product.
If the manufacturer directs you to return the product to us as the retailer,
then you should contact our Customer Service staff as soon as possible.
All claims for service not covered by any kind of warranty should, in the first
instance, be directed to the manufacturer or its authorised service centre
Other than as required by statutory warranties, we reserve the right to refuse
any returns that:
a. are incomplete or missing parts
b. are not in their original packaging
c. show signs of physical damage
If you have any questions, please call our Customer Service Centre on 02 9634 4845 or email us on firstname.lastname@example.org.