RETURN POLICY

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At Condella, we want you to love your hair care and styling products. If something isn't right, here's how our returns process works.

1. Return Eligibility

You may return most items within [14] days of the delivery date, provided the product is:

  • Unused and unopened (for hygiene reasons, this applies especially to hair care items like masks, oils, and shampoos)
  • In its original packaging with all tags/seals intact
  • Accompanied by proof of purchase (order number or receipt)

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned once opened or used:

  • Opened hair care products (shampoos, conditioners, masks, oils, serums)
  • Hair extensions that have been worn or removed from packaging
  • Hair accessories that come into direct contact with skin or scalp (e.g. brushes, combs)

Faulty or damaged items are the exception — see Section 4 below.

3. How to Start a Return

  1. Contact us at [email] with your order number and reason for return
  2. We'll confirm eligibility and provide return instructions (including the return address)
  3. Post the item back within [14] days of receiving return approval
  4. Once received and inspected, we'll process your refund or exchange

Return shipping costs are the customer's responsibility unless the item is faulty or incorrect.

4. Faulty or Damaged Items

If your hair dryer, straightener, or other product arrives faulty or damaged, contact us within 7 days of delivery with photos of the issue. We'll arrange a replacement, repair, or full refund at no cost to you, in line with Australian Consumer Law guarantees.

5. Refunds

Once your return is approved, refunds are processed to your original payment method within [14] business days. You'll receive an email confirmation once the refund has been issued.

6. Exchanges

Want a different shade, size, or product instead? Let us know when you submit your return request and we'll arrange an exchange, subject to stock availability.

7. Change of Mind

We accept change-of-mind returns on eligible unopened items within the return window above. Change-of-mind returns do not include original shipping costs.

8. Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. You are entitled to a repair, replacement, or refund for a major failure, and compensation for other reasonably foreseeable loss or damage.

9. Contact Us

Questions about a return? Reach out at [nuvanesupport@gmail.com] — we're happy to help.