Refund policy

This is a summary of section 6 of our Terms and conditions. Your rights under the Australian Consumer Law always apply, however you paid.

Faulty, damaged or wrong items

  • If a product is faulty, damaged, not as described or the wrong item, we replace it or refund you, in line with the Australian Consumer Law.
  • We pay the return postage, and there's no restocking fee.
  • Send us your order number and a photo. It helps us sort it out quickly.

If you change your mind

  • We don't give refunds or exchanges on products if you change your mind, so please choose carefully. Not sure which product suits your hair? Text us before you buy.
  • You can cancel an order for free until it's dispatched or ready for pick-up.
  • This doesn't affect your rights if a product is faulty, damaged, not as described or the wrong item.

Professional products and the Keratin Treatment Starter Kit

  • These products give the best result in trained hands. Follow the instructions, and always do a strand test first.
  • Results depend on how they're applied and on your hair, so they aren't covered by our 30-Day Happy Hair Guarantee. Your rights under the Australian Consumer Law still apply.

How refunds are paid

  • Refunds go back to the way you paid, within 10 business days of us approving them.
  • When a refund is because of a problem with our product or service, we refund in full, with no fees taken off.
  • Afterpay and Zip refunds go back through the provider.
  • Bank deposit and cash payments are refunded by bank transfer.

Treatment deposits and memberships

  • Give us at least 48 hours' notice to change or cancel a treatment, and we move your deposit to your new time, or refund it less the card fee we were charged. With less notice, we keep it. See Treatments and bookings.
  • Changed your mind about a membership within 7 days of joining, before any treatment or products? We refund you, less the card fee. After that, there's no refund if you change your mind or don't use your treatments. See Memberships.

Contact us

Text 0493 309 849, call 1300 824 685 or email info@terreamer.com.au.

TERRE A MER Pty Ltd trading as Terreamer, ABN 30 397 981 224. Shop 2, 456 St Kilda Rd, Melbourne VIC 3004.