GENERATIONS HAIR SALON - REFUND AND RETURNS POLICY
Effective: August 2026 | Annual review - next due August 2027
Fuggle Generations Pty Ltd | ABN 71 698 910 691 | Shop 7, 1-11 Alison Road, Wyong NSW 2259
This policy applies to all retail product purchases and service transactions with Generations Hair Salon (Fuggle Generations Pty Ltd, ABN 71 698 910 691), at Shop 7, 1-11 Alison Road, Wyong NSW 2259 and online at generationshair.com.au.
1. Your Rights Under Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits your statutory rights.
2. Retail Product Returns
2.1 Unopened Products
We accept returns of unopened retail products in their original, undamaged condition within 14 days of purchase, accompanied by proof of purchase. A credit note or exchange will be offered. Cash refunds on retail products are not provided unless the product is faulty.
2.2 Opened Products
We are unable to accept returns of opened retail hair care products for change-of-mind reasons. This is for hygiene reasons and is standard practice in the professional hair care industry.
2.3 Faulty Products
If a product is faulty, damaged, or not as described, you are entitled to a remedy under the Australian Consumer Law. Please contact us within a reasonable time of discovering the fault. We will offer a replacement, repair, or refund depending on the nature of the fault. Please retain your proof of purchase.
2.4 How to Return a Product
To return a retail product, please contact us at info@generationshair.com.au or 02 4390 5260 before returning any item to the salon. We will advise you of the return process.
3. Hair Services - Refunds
3.1 Our Commitment
We are committed to delivering high-quality hair services. If you are not satisfied with your service, please contact us within 7 days of your appointment. We take all concerns seriously and will work with you to resolve them.
3.2 Adjustments
Where a service does not meet the agreed outcome, we will offer a complimentary adjustment appointment to correct the issue. An adjustment is distinct from a change of mind - it addresses a specific technical issue with the service as agreed at consultation.
3.3 Refunds on Services
Refunds on completed hair services are not generally provided, as a service that has been performed cannot be returned. However, where a service fails to meet the standard required under the Australian Consumer Law - that is, where it is not performed with due care and skill, or is not fit for purpose - a refund or partial refund may be appropriate.
We assess each concern on its merits. If you have a concern about your service, please contact us within 7 days so we can assess the situation and find an appropriate resolution.
3.4 Change of Mind
Refunds are not provided for services where you have simply changed your mind about the result, or where the result reflects the outcome agreed at consultation.
3.5 Colour Services
Colour services involve a degree of individual variation based on your hair's natural colour, condition, history, and the products used. We conduct a thorough consultation before all colour services to manage expectations. Where the result varies from the agreed outcome due to factors outside our control - such as undisclosed home colour, hormonal changes, or medication — we will work with you on a solution, but a refund may not be applicable.
4. Deposits and Cancellation Fees
Please refer to our Booking Terms and Conditions for our policy on deposits and cancellation fees. Forfeited deposits are not refundable under our Booking Terms unless the cancellation was made by Generations Hair Salon.
5. Gift Vouchers
Gift vouchers are non-refundable. Please refer to our Gift Voucher Terms and Conditions for full details.
6. How to Make a Complaint or Refund Request
Please contact us in the first instance by: email at info@generationshair.com.au, phone at 02 4390 5260, or in person at the salon. We ask that you contact us within 7 days of the relevant appointment or purchase so we can assess the matter promptly.
We will acknowledge your concern within 2 business days and aim to resolve all matters within 7 business days. Where a resolution cannot be agreed, you may escalate your concern to NSW Fair Trading.
7. Contact Us
For all refund and return enquiries: info@generationshair.com.au | 02 4390 5260
Document: Refund and Returns Policy | Generations Hair Salon | Fuggle Generations Pty Ltd | ABN 71 698 910 691 | Effective August 2026