Returns & Refunds 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 — within 30 days of delivery
• Change of mind — within 120 days of purchase
  • Eligible items must be unused and in their original packaging.
  • We do not offer refunds for change of mind — only store credit or exchange.
  • Please refer to Items not eligible for change-of-mind returns before purchasing.
• We assess all requests on a case-by-case basis, 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 the delivery date.
• Change-of-mind (eligible products 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: If a product is faulty, the above exclusions do not limit your ACL rights.

How to Start a Return or Refund Request

1. Take photos or video showing all products received and/or the fault, and include the batch/serial number if available.

2. Email hello@curlytops.com.au using the same email used at checkout.

3. Include at least two verification details:

• • Order number
  • Confirmation/transaction ID
  • Order date
  • Last 4 digits of the payment card
  • PayPal transaction ID

1. List the item(s) you wish to return and the reason (change of mind, damaged, incorrect, faulty, etc.).

2. We aim to reply to damaged or incorrect requests within 24 business hours, and all other requests within 3 business days. During peak periods, response times may be slightly longer.

Return/Refund Assessment Process

Damaged/Incorrect Items

We take great care to pack orders accurately and securely; however, we're all human mistakes or transit damage can happen. When you notify us of a damaged or incorrect item, we will 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’ll review clear photos of the product(s), packaging, and shipping label to determine how the issue occurred.
• Return request (if needed): Sometimes we may need the item returned for further assessment. If so, we’ll cover the cost of return postage.
• Transit damage: If damage appears to have occurred during shipping, we may need to lodge a claim with Australia Post. We’ll guide you through this process and work with you on a suitable resolution.
• Product fault: If the issue is determined to be a product fault, we will replace the item or provide another suitable remedy under the ACL.
• Incorrect items: If the wrong product was sent, we will replace it once assessed. In most cases, we may ask for the incorrect item to be returned at our cost.

This 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’re 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. We recommend tracked postage and keeping your receipt. Please provide us with the tracking details, if 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 refunds may be adjusted or declined.
• Partial bundle returns: If an item is purchased as a bundle AND only part of a bundle is returned, the value of the store credit or exchange will be issued to the value of the discounted bundle price, not the individual item RRP. 
• If returned items aren’t eligible (used/opened/outside window), we’ll contact you. 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: Immediate 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.