Refund policy

Exchange & Returns Policy

At MFX, we want you to love your new hair piece. We understand that choosing the perfect colour online can sometimes be difficult, and we are here to help make the process easy and stress-free.

Please read our Exchange & Returns Policy carefully before purchasing.

1. Change of Mind & Colour Exchange

Due to hygiene reasons, we can only accept exchanges or returns on eligible hair products that are:

unused
unworn
unaltered
in original packaging
with all tags, hygiene seals, and protective packaging intact

You may carefully remove the product from external packaging to inspect the colour and style. However, the product must not be worn, brushed, styled, washed, cut, or altered in any way.

If your selected shade is not the right match, please contact us and we’ll be happy to assist with an exchange where eligible.

2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges on items that have been:

worn or tried on
brushed or styled
washed or wet
cut or customised
damaged after delivery
returned without original packaging or tags

This policy helps protect all customers and ensures every item received is brand new.

3. Faulty or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery.

Please include:

your order number
clear photos of the item
brief description of the issue

Once reviewed, we will arrange an appropriate solution, which may include:

replacement item
store credit
refund (where required under Australian Consumer Law)

4. Exchange Process

To request an exchange, please contact our customer care team first before sending anything back.

Email: [your email here]

Please include:

Full name
Order number
Reason for exchange
Photos if colour assistance is required

Once approved, we will provide return instructions.

5. Return Shipping Costs

Customers are responsible for return postage costs for change-of-mind or colour exchanges.
If we sent the wrong item or the product is confirmed faulty, we will cover the reasonable replacement shipping cost.
Original shipping fees are non-refundable unless required by law.

We strongly recommend using tracked postage for returns, as we cannot be responsible for parcels lost in transit.

6. Refunds

Refunds are only available where required under Australian Consumer Law, including where an item is faulty, significantly not as described, or has a major problem.

Approved refunds will be returned to the original payment method.

Please allow 3–10 business days depending on your payment provider.