Refund and return policy
Last updated: 23 November 2025
We want you to love your order. If something isn’t right, here’s how returns, exchanges and refunds work. This policy sits alongside your rights under the Australian Consumer Law (ACL).
Quick Reference
- Arrived damaged or incorrect: Notify us within 30 days of delivery.
- Change of mind: Request within 120 days of purchase.
- Eligible items: Must be unused and in their original packaging.
- No change-of-mind refunds: Store credit or exchange only.
- Please check Items not eligible for change-of-mind returns before purchasing.
- Assessment: All requests assessed case-by-case in line with this policy.
During peak periods, processing may take longer — we’ll keep you updated. If in doubt, email hello@curlytops.com.au.
Full Return and Refund Policy Details
Return/Refund Request Windows
- Damaged/incorrect on arrival: Within 30 days of delivery date.
- Change of mind (eligible items only): Within 120 days of purchase.
Items Not Eligible for Change-of-Mind Returns or Refunds
Due to hygiene and safety standards, the following CurlyTops items cannot be returned or exchanged for change of mind:
Hygiene-Sensitive Items
These products come into direct contact with hair, skin, or sleeping surfaces and cannot be resold once opened or handled:
- Hair diffusers
- Satin sleep bonnets
- Satin pillowcases
- Microfibre hair wraps
- Brushes and combs
- Hair clips and other hair accessories
- Any product (not listed above) that comes into direct contact with hair, skin, or sleeping surfaces
Safety-Restricted Items
- Aerosols or other hazardous/flammable goods
Other Non-Returnable Items
- Final sale or clearance items
- Gift cards
- Any opened, unsealed, or used items where hygiene or product integrity cannot be guaranteed
Note: Faulty items remain eligible for remedies under the ACL.
How to Start a Return or Refund Request
- Take clear photos or video showing all products received and/or the fault. Include batch/serial numbers if available.
- Email hello@curlytops.com.au using the same email used at checkout.
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Include at least two verification details:
- Order number
- Confirmation/transaction ID
- Order date
- Last 4 digits of payment card
- PayPal transaction ID
- List the item(s) you wish to return and the reason (change of mind, damaged, incorrect, faulty, etc.).
We aim to reply to damaged or incorrect requests within 24 business hours, and all other requests within 3 business days. Response times may be slightly longer during peak periods.
Return/Refund Assessment Process
Damaged or Incorrect Items
We take great care to pack orders accurately and securely; however, we're all human and mistakes or transit damage can happen. When you notify us of a damaged or incorrect item, we assess the issue based on the information provided, including photos and any extra details we may request.
To ensure we resolve the issue fairly and correctly:
- Photo assessment: We review clear photos of the product(s), packaging, and shipping label to understand what occurred.
- Return request (if needed): We may ask for the item to be returned for further assessment. We cover return postage for damaged or incorrect items.
- Transit damage: If damage occurred during shipping, we may lodge a claim with Australia Post and guide you through the process.
- Product fault: If the issue is a product fault, we will replace the item or provide another suitable remedy under the ACL.
- Incorrect item sent: If you received the wrong product, we will replace it after assessment. In most cases, we will request the incorrect item be returned at our cost.
This assessment process ensures every issue is handled fairly, accurately, and in line with the ACL.
Change of Mind
We understand that change of mind happens, and we’re happy to accommodate these requests where possible. We reserve the right to adjust assessment criteria on a case-by-case basis.
While we don’t offer refunds for change of mind, we are always happy to help with an exchange or store credit.
Change of Mind Conditions
- Item must not appear under Items not eligible for change-of-mind returns or refunds.
- Items must be unused, unopened, and in original packaging.
- Return postage is your responsibility (tracked postage recommended). Please provide tracking details where possible.
- A 10% restocking fee may apply.
- Inspection: Consumables may be weighed or inspected to confirm unused condition.
- Bundles, freebies & promotional items: Free gifts must be returned; otherwise store credit may be adjusted or declined.
- Partial bundle returns: Store credit is issued to the value of the discounted bundle price, not individual item RRP.
- If returned items are ineligible (used/opened/outside window), you may choose return-to-sender at your cost or disposal.
Dispatch Times
- Damaged/Incorrect Items: Within 24 hours of approval
- Exchanges: Within 3 business days of approval
- Store credit: Issued immediately upon approval
- Refunds: Processed to the original payment method (banks may take up to 5 business days)
During peak periods, dispatch times may be slightly longer.
Contact Us
If you have questions or need help with your return, please contact us:
Email: hello@curlytops.com.au