Due to the unique nature of our product(s) “Willow Forrest” brand by Charmin Pty Ltd. (“Willow Forrest”, “Charmin Pty Ltd”, “we”, “our”, “I”, or “us”) cannot accept cancellation or return after the order has been accepted. However, if a return is agreed upon with Charmin Pty Ltd., there will be a 15% restocking fee of the total amount paid and postage at your expense. Product must be returned in original packaging with all tags still attached. Packaging must be intact and not have any signs of damage. Damages include but not limited to, damages made by clients or their hairdressers by cutting, washing, resizing, colouring, perm applying, wearing the products and etc. However, under Australian Consumer (ACL), consumers have the right to return goods if they are faulty, not of acceptable quality, or do not match the description. This right is not limited by this policy.
Please be aware that if product(s) have been used we cannot provide a refund.
No returns or exchanges are permitted on sale items.
Faulty/Defective Goods
We take great care in the dispatch and packaging of our product(s). In the unlikely event it/they arrive(s) in disrepair, be faulty or deemed not to have been produced in line with the agreed brief or specifications, or if you have received an incorrect product(s) please contact us at: charminhair@gmail.com
If you notify us you have received a faulty product(s), we will ask you to return the product(s) to us and once, acting reasonably, we have examined the product(s) and confirmed it is a faulty product(s), we reserve the right to replace the product(s) and refund your postage for return.
To accept returns due to faulty manufacturing we require all packaging materials and tags to be still attached. You must inform us of your intent to return your product(s) within 7 working days after taking delivery.
(It is important to note that under the ACL, consumers have the right to return faulty goods for a full refund or replacement, and you should not impose conditions that limit these rights.)
Official Warranty
We provide 6 months warranty from the day of purchase on Willow Forrest products, however, we will not take responsibility if the client’s health fund, government rebate or insurance will not reimburse the client. It is up to the client’s responsibility to find out if they are eligible and how much they will receive.
Willow Forrest’s warranty will cover net fatigue, excessive hair loss and balding (together known as “Defects”) of Willow Forrest products within the 6 months of warranty.
Willow Forrest may charge extra fees for additional wig services such as: adding baby hair, cap resizing, colouring, highlighting and cutting, other than warranting original specification of the product purchased.
Electrical Items & Hair Care Accessories
Electrical items will only be exchanged or repaired as per the manufacturer’s warranty. If you have opened and used any of your hair care product(s) we are unable to accept returns.
Return Time/Delivery/Packaging
You need to return the item within 7 days of taking delivery.
Products not returned within this time period, or without the tags attached and the original packaging materials, may be rejected and sent back to you at your expense. We also reserve the right to reject a return if the item presents signs of wear – relatively easy to detect.
No returns or exchange available for sale items.
Return Costs
All shipping costs involved in a return are your responsibility, unless we deem a fault or defect, upon which we will reimburse return costs, all returns (except faulty products) incur a 15% restocking fee. (The 15% restocking fee should be reasonable and not excessive.)
A replacement or refund will occur after we receive the product(s) and approve either the sending of a replacement or a refund.
Special Order Returns
A minimum deposit of 50% is required for all special orders. The value of the 50% deposit is non-refundable. Special orders cannot be cancelled once order has been placed with wholesaler.
If a special order is cancelled by the client, all deposits paid will be forfeited.
The above terms also apply to all instore, online and/or phone purchases. The 50% deposit is credited onto your account with us and in the event you choose to not go ahead with the original purchase, this credit can be used for other purchases.
(Ensure that any terms related to special orders do not unfairly limit consumer rights or impose unreasonable conditions, as this could be considered unfair under the ACL.)
How to Contact Us
We are here to any questions you may have. You can contact us via:
