Refund policy

Return & Refund Policy

We hope you love your Silk Theory order. If something isn’t right, please review our return and refund policy below.

Change-of-Mind Returns

We accept eligible change-of-mind returns requested within 30 days of delivery.

To be eligible for a change-of-mind return, the item must be unused, in its original condition and returned with all original packaging, accessories and components.

For hygiene and safety reasons, hair styling tools that have been used may not be eligible for a change-of-mind return.

Customers are responsible for return shipping costs for change-of-mind returns unless otherwise agreed by Silk Theory.

Please contact us before returning an item. Returns sent without first contacting us may not be accepted.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, defective or you receive the incorrect item, please contact us as soon as possible after receiving your order.

Please include your order number, a description of the issue and, where appropriate, clear photos or video showing the problem. This helps us assess and resolve the issue as quickly as possible.

Depending on the circumstances, we may offer a replacement, refund or another appropriate remedy.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law or any other applicable consumer protection laws.

Non-Returnable Items

Unless required by applicable consumer law, we generally cannot accept change-of-mind returns for:

Items that have been used
Items damaged through misuse or improper handling
Items returned without their original packaging, accessories or components
Items returned outside the applicable return period
Gift cards

This does not affect your rights in relation to faulty, defective or otherwise non-compliant products.

Refunds

Once an eligible return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. Please allow additional time for your bank or payment provider to process the refund after it has been issued.

Original shipping charges are generally non-refundable for change-of-mind returns.

Order Cancellations

If you need to cancel or change an order, please contact us as soon as possible.

We cannot guarantee cancellations or changes once an order has entered processing or has been dispatched.

How to Request a Return

To request a return, refund or assistance with a faulty item, please contact Silk Theory using the contact details provided on our website and include your order number.

Please do not send a return to an address shown on the parcel without contacting us first, as the appropriate return location may vary.