Our Service Guarantee
At Era Hair, we're committed to helping every guest leave feeling confident and loving their hair.
If you have any concerns about your colour or service, please let us know within 14 days of your appointment. We'll invite you back for a complimentary consultation and, where appropriate, we'll work with you to achieve the agreed result.
Because every service is personalised and completed using professional products, we do not offer refunds for completed services where the service has been performed as agreed.
Our priority is always to listen, assess your concerns and provide a fair solution wherever possible.
To be eligible for a product return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
According to ACCC’s consumer guarantee, refunds aren’t available if:
- You’ve had a change of heart
- You didn’t follow the care instructions specific to your service
- You were informed of potential issues before the service but chose to proceed
- You requested a service against our professional advice
You can always contact us for any return question at hello@erahair.com.au.
Damages and issues
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.