Refund policy

Can I return something I've purchased?

 

We are happy to offer a store credit, replacement or refund on any item you've purchased from us, if it meets the criteria listed below.  Please note: all postage costs are non-refundable and a restocking fee of $10.00 may apply.

Simply contact us on 094247522 or email at theteam@avenuehair.co.nz

 

Unsuccessful deliveries

If your order is returned to us by Post Haste as an “unsuccessful“ delivery, a postage fee will apply to resend the package.  

If the order is to be cancelled & refunded, a restocking fee of $10.00 may apply and will be deducted from the refunded amount.  Please note: all postage fees charged are non-refundable.

 

Exchanges = Store credit

If you want to exchange an item you have ordered, we'll need to receive it back to us unopened, unused, and in the original packaging within 14 days of purchase.  Please note: A $10.00 restocking fee may apply.

We must approve the exchange BEFORE you send the item back so please fill in the form below to request an exchange. 

Store credits to the value of the returned item (less a $10.00 restocking fee if applicable) are issued to enable you to reorder the required item which allows us to record the exchange in our system.

You will be responsible for return postage.  We do not offer free return shipping on exchanges.

Faulty Item

If the item you have received is faulty, please contact us by filling out the form below, with a detailed description of the product fault, and a photo if possible.

The Avenue Hair will accept returns for faulty or defective items within a reasonable timeframe as long as the fault or defect is reported as soon as it occurs.  The Avenue Hair will not accept your return claim if:

• You used the product in a way that a reasonable consumer would not
• You broke or lost the product 
• You modified the product, and this is what caused the issue

 

Incorrect Item Received/Damaged on Arrival

If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us by filling out the form below within 14 days of purchase. Please don't dispose of the item until we've had a chance to chat with you.

HERE'S HOW IT WORKS

1. Get in touch
To request a return, please fill out the returns form below. Please ensure this form is submitted before sending your item back to us - it makes the process a lot easier.

2. We'll get back to you
One of our team members will contact you via email with instructions on how to get your item back to us.

3. Pack Return Your Item/s
Pack up your item carefully, so it reaches us safely . You can re-use your Avenue Hair packaging, or a similar sized bag if you no longer have it.

4. What Happens Next?
Returns from metro areas usually arrive within 7 business days, and can be longer from regional or remote areas. We will process your exchange, refund or store credit within 5 business days of your return arriving back to us.

We'll be in touch as soon as your return is complete.

 

FREQUENTLY ASKED QUESTIONS

Am I eligible for free return shipping?

Unfortunately, we are not able to cover return postage fees on all return types, and a return request must be made within 14 days of purchase. 

Return requests submitted after 14 days of purchase, or items that are Change of Mind, Incorrectly Ordered or Allergy items, do not qualify for free return shipping.  

If my Change of Mind return isn't received in resalable condition, what happens?

If we receive your return and it isn't in the condition outlined in our returns policy (unopened, unused & in the original packaging), the item will be sent back to your original shipping address - we’ll contact you straight away to let you know. 

Any other questions?

Please contact our customer service team at theteam@avenuehair.co.nz, or by phoning us on 094247522