Returns
For all Appliance items is it recommended to go through the manufacturer directly for faster support as they are all subject to manufactures warranty. Before returning a Hair Appliance please speak to our customer service team.
Please contact the customer service team before returning your item, at:
- Email: sales@abovethecollar.com.au
- Phone: 1300 487 114
What To Do
1. Contact us
For faulty or incorrectly packed items please ensure you send through photos of the product and the invoice as well as a detailed description as this makes the process much easier and faster for you!
2. We will contact you
One of our amazing customer service representatives will contact you via email with instructions on how to return the item back to us.
3. Pack up your product and send it back to us
Once you have been given instructions and/or a returns label, please pack your item up carefully with substantial packaging inside so it can reach us without damage. Please feel free to reuse the box or bag your order was sent in to make this easier!
Please note that change of mind returns will not receive a returns label due to the nature of the return. Please print off your return label if one is given to you and stick this on to the front of your box (if you are using your original box, please ensure the new label is covering the old one).
Finally, drop your parcel off at an Australia Post postal box or directly at an Australian Post Outlet, and email us through the tracking number so we can keep up to date with this!
4. What happens next?
We will get in contact with you as soon as this is received back at our warehouse.
This can take up to 7 business days for metro areas and even longer for regional and/or remote areas.
Change of Mind Returns
Change of mind returns are accepted at Above The Collar within 140 Days, on the condition that:
- the product needs to be unopened, unused and in original packaging.
- the buyer is responsible for return postage.
If the returned product is not in this condition, you may be denied a store credit/refund and the product will be returned to you at an additional shipping charge of $7.95.
Please select your products carefully as we do not accept change of mind returns that have been used and are not suitable for you.
Faulty / Damaged Product
If you have received a faulty and/or damaged product, please contact our customer service team with photos of the issue and a detailed description so we can sort this out as soon as possible for you.
Please note: Do not dispose of this item until you have contacted our Customer Service team and have received a response, or you will not be eligible for a refund or replacement.
Above The Collar will provide a refund or replacement where required to do so by law. The manufacturer of your product may also provide an additional warranty for your product. Please contact the manufacturer directly in relation to the manufacturer’s warranty.
All Faulty and Damaged returns will receive a free returns label when sending the package back to head office.
Please understand, for any faulty goods we need to contact our suppliers and follow a specific procedure so please bear with us while we investigate. We will have an answer for you as soon as possible.
Skin Reactions and Allergy Issues
If you do happen to have a reaction to one of our products, discontinue the use of the product immediately and please contact our customer service team with photos and a description of the issue.
Please note: Above The Collar may provide a refund where you have an allergy to a product and less than 25% of the product has been used.
Please understand, for any reactions or allergy issues, we need to contact our suppliers and follow a specific procedure so please bare with us while we investigate. We will have an answer for you as soon as possible.
Incorrect / Missing Item Received
If you are missing an item or have received the wrong product to what you have ordered, please take a photo of the incorrect product or what you have received, and send it through to our Customer Service team within 7 days of delivery.
Please note: Do not dispose of this item until you have contacted our customer service team.
Returning Hair Appliances and Electricals
Change of mind returns for hair appliances and electricals will only be accepted if the product has not been opened, used and is in original packaging.
All Hair Appliances and Electricals come under manufactures warranty. Thus for all Hair Appliance and Electricals items that may be faulty, is it recommended to go through the manufacturer directly for faster support. Before returning a Hair Appliance please speak to our customer service team.
If your hair appliance is faulty this can be returned to us for testing. If this is not deemed faulty, this will be returned back to you with an extra shipping charge of $7.95 that needs to be paid before this is returned to you.
Please note: Above The Collar take no responsibility for items when sending returns so please ensure these are sent via registered post such as Australia Post with necessary packaging.