At Frankie Hair Toppers, we take pride in the quality of our products and the care we put into every order. Because wigs and hair toppers are personal-use items, strict return conditions apply. This policy operates in accordance with the Australian Consumer Law (ACL).

Change of Mind Returns

Change of mind returns are accepted for non-custom stock items only, provided all of the following conditions are met.

You must contact us within 2 business days of delivery to obtain a Return Authorisation Number. The item must be shipped back within 2 business days of receiving return approval, and a copy of the return consignment note must be emailed within that same timeframe.

All returns must be in transit back to Frankie Hair Toppers within 4 days (96 hours) of delivery. Please contact us before the end of this period to allow sufficient time to receive return approval and arrange shipping.

The item must be returned in its original, unworn and fully resellable condition. This means no cutting, colouring or dyeing, washing, heat styling, removal or adjustment of clips, use of sprays, powders or styling products, or exposure to smoke, perfume or strong odours.

Returns must be sent with tracking and signature on delivery.

Approved change of mind returns incur a 15% restocking fee. Original shipping costs and payment processing fees — including credit card, PayPal, Stripe, AfterPay or similar platforms — are non-refundable.

Frankie Hair Toppers is not responsible for items lost or damaged in return transit.

Customer Tracking Responsibility

The customer is responsible for tracking their return shipment. Frankie Hair Toppers cannot be held responsible for items that are lost, stolen or damaged in transit.

If a customer arranges return shipping independently, Frankie Hair Toppers accepts no liability for parcels that do not arrive.

Cancellations

Orders cancelled prior to dispatch will incur a cancellation fee of $50 AUD. This covers payment processing and order handling costs already incurred at the time of cancellation.

Custom orders cannot be cancelled once production has commenced. Please refer to the Custom & Personalised Orders section below.

Uncollected Parcels

All Frankie Hair Toppers orders are dispatched with tracking and signature on delivery requested. If you are unavailable when delivery is attempted, the carrier will notify you of a collection point or arrange redelivery.

Parcels not collected within the carrier's specified timeframe will be returned to Frankie Hair Toppers. In this case, redelivery to the customer will be arranged at the customer's expense and the order will be classified as final sale.

Frankie Hair Toppers cannot be held responsible for parcels that are not collected or are lost as a result of non-collection.

Custom & Personalised Orders

Custom-made pieces and any items that have been altered, colour adjusted, cut or modified at the client's request are strictly non-refundable for change of mind.

These items are created specifically for the individual and cannot be resold.

In-Person Purchases

Items purchased during private consultations are considered final sale for change of mind.

Sale & Reduced Items

Items purchased on sale, marked as price reduced, or purchased using a final sale discount code are not eligible for a refund or exchange for change of mind.

These items are final sale.

Natural Human Hair & Product Variation

Frankie Hair Toppers products are handcrafted using 100% Remy human hair. As these products are made from natural human hair sourced from multiple donors, variations in colour tone, texture, density and wave pattern may occur.

Each piece is individually handmade and therefore no two pieces will ever be completely identical. While Frankie Hair Toppers makes every effort to match the specifications of your order as closely as possible, slight variations between pieces may occur.

Human hair colour and texture may also vary slightly between production batches due to the natural origin of the hair.

These natural characteristics of human hair — including minor variations in colour tone, density, texture or wave pattern — do not constitute faults.

Where a replacement item is required as part of an approved remedy under Australian Consumer Law, Frankie Hair Toppers will make every reasonable effort to provide a replacement that closely matches the original order specifications. However, due to the handcrafted nature of the product and the natural variation of human hair sourced from multiple donors, an exact replica cannot be guaranteed.

Faulty or Incorrect Items

Under Australian Consumer Law, you are entitled to a repair, replacement or refund if a product has a major fault, is significantly different from its description, or is not fit for its intended purpose.

A major fault is one that would have prevented you from purchasing the product had you known about it, cannot be easily fixed, or results in a product that is unsafe or substantially unfit for its purpose. Minor faults are defects that can be reasonably repaired without significantly affecting the product's function or appearance.

If you believe your item is faulty, please contact us promptly — and no later than 30 days from the date of delivery — with photographs and a detailed written explanation.

Fault claims raised outside of a reasonable timeframe may affect our ability to properly investigate the issue.

Where a major fault is confirmed, we will offer a repair, replacement or refund in accordance with the ACL.

Where a minor fault is confirmed, we will arrange a repair within a reasonable timeframe. If a repair cannot be completed within a reasonable time, a replacement or refund will be offered.

In some circumstances, the ACL may entitle you to compensation for losses caused directly by a faulty product. Please contact us to discuss your situation if this applies.

If you have purchased using AfterPay or a similar buy now pay later service and a refund is approved, the refund will be processed back through that platform. Any outstanding instalments remain your responsibility with your payment provider. Buy now pay later fees are non-refundable.

This policy does not exclude or limit your statutory rights under Australian Consumer Law. For further information on your rights, visit www.accc.gov.au.

International Orders

International customers are responsible for return shipping costs, customs documentation, and any import duties or taxes. These charges are non-refundable.

If customs documentation is incorrectly completed and fees are incurred as a result, those amounts will be deducted from any applicable refund.

Processing Time

Once a return is received and inspected, approved refunds will be processed within 7 business days to the original payment method.

Final Determination

Frankie Hair Toppers reserves the right to assess returned items and determine eligibility for refund in accordance with this policy and applicable Australian Consumer Law.