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Refund Policy

Please read this Refund Policy carefully before contracting our services or purchasing items from Solstice Locs ("we," "our," or "us"). By making a purchase, you agree to abide by the following refund policy:

1. Eligibility for Refunds

In compliance with Australian Health & Safety Laws and considering the personal nature of our products, we can only entertain requests for refunds or exchanges in the case of faulty goods. Given that hair extensions are categorized as human products, Health Department regulations prohibit us from accepting returns of potentially used or tried hair extensions.

2. Requesting a Refund

To be eligible for a refund or replacement, the product must be returned within 7 days and must remain in an UNUSED CONDITION. The seals around the package must remain intact and unbroken. Additionally, all packaging and free gifts must be returned altogether. Please note that, due to hygiene considerations, we cannot refund or exchange extensions that have been worn, subjected to bleaching, dyeing, toning with chemicals, or any form of hair coloring.


​3. Refund Process

  • If your refund request is approved, we will provide you with instructions for returning the product.

  • You are responsible for returning the product in its original condition, including all packaging and accessories.

  • Once we receive the returned item and verify its eligibility for a refund, we will process your refund.

  • Refunds will be issued to the original payment method used for the purchase.

  • We aim to process refunds within 7 from the date of receiving the returned product.


4. Non-Refundable Items and Services

  • Refunds are not offered for any service or extensions. Given the nature of our business, prior to booking any service or purchasing extensions, we ensure comprehensive communication to establish accurate expectations and address all inquiries. If, on the day of the appointment, you find yourself uncertain about proceeding with the service, please inform us before commencement. We will collaboratively reach a solution that satisfies both parties.

  • Shipping and handling charges are non-refundable unless the product is faulty or not as described.


5. Consumer Guarantees

  • Our refund policy is in addition to your rights under the ACL, which provides guarantees for products purchased in Australia. If our products do not meet these guarantees, you may be entitled to a refund, replacement, or repair.


6. Contact Information

If you have any questions or wish to request a refund, please contact our customer support team at email: or phone 0 401 408 898.

We are committed to providing high-quality products, and we aim to resolve any issues in accordance with Australian Consumer Law. Your satisfaction is important to us, and we appreciate your business.

By making a purchase from us, you agree to abide by this Refund Policy and acknowledge that you have read and understood its terms and conditions.

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