At ENESY HAIR, we want you to feel confident when choosing your hair. Because our products are personal-use items and many of our luxury raw hair products are sourced specifically for each customer, we have strict return conditions to protect the quality, hygiene and integrity of every order.

We do not offer refunds for change of mind, incorrect selection or personal preference.

However, we understand that choosing hair online can sometimes be difficult. For eligible, unused hair extensions, we may offer an exchange or store credit if you realise the colour, length or product selected is not right for you.

This is an exchange/store-credit option only and is not a cash refund for change of mind.

1. ELIGIBLE EXCHANGES & STORE CREDIT

If you have selected the wrong colour, length or eligible product, ENESY HAIR may approve one exchange or store credit provided all return conditions are met.

To be eligible:

• The request must be made within 7 days of delivery.

• The hair must be completely unused and uninstalled.

• The hair must not have been washed, conditioned, brushed extensively or manipulated beyond a basic inspection.

• The hair must not have been coloured, bleached, toned, permed or chemically treated.

• The hair must not have been cut, altered, customised or styled.

• All original security bands, tags, seals and bindings must remain intact and untampered with.

• The hair must be returned in its original packaging and in resalable condition.

• ENESY HAIR must approve the return before anything is sent back.

If the security band, seal or binding has been removed, cut, broken or tampered with, the hair is considered used and will not be eligible for a change-of-mind exchange or store credit.

We strongly recommend checking the colour, length and overall appearance of your hair before removing any security bands or bindings.

2. WHAT CAN I EXCHANGE?

Eligible exchanges purchased under READY STOCK may include:

Colour
If the shade you selected is not suitable, you may request an alternative available shade.

Length
If you have selected a different length than you require, an exchange may be considered where the original hair remains completely unused and meets our return conditions.

Product selection
Where appropriate, we may allow an exchange to another eligible hair product.

Any difference in price will be payable where the replacement product costs more. If the replacement product costs less, the difference may be issued as store credit.

3. STORE CREDIT

If you prefer not to exchange the product immediately, ENESY HAIR may offer 100% store credit of the eligible product value instead of a refund.

Store credit will only be issued after the returned hair has been received and inspected.

Store credit cannot be exchanged for cash and does not include original shipping charges.

4. RETURN SHIPPING

For an approved exchange or store-credit request, return postage is the customer's responsibility unless ENESY HAIR has confirmed otherwise in writing.

If you have received an item that is incorrect, damaged or confirmed faulty, ENESY HAIR will provide separate instructions regarding return shipping.

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.

Please do not send any item back without receiving return approval first.

5. ONE EXCHANGE PER ORDER

To keep our process fair and manageable, each eligible order is generally limited to one exchange.

Before approving an exchange, we may assist you with colour, length or product selection to help ensure the replacement is suitable.

Once an exchange has been completed, the replacement item is considered final sale for change-of-mind purposes.

6. PRODUCTS THAT CANNOT BE RETURNED FOR CHANGE OF MIND

Due to the personalised nature of these products, the following are not eligible for change-of-mind exchange or store credit once sourcing or production has commenced:

• Custom-made wigs

• Custom-coloured hair

• Bleached, toned or chemically processed orders

• Custom wig constructions or specifications

• Custom measurements or cap alterations

• Cut or styled wigs

• Specially sourced or personalised hair

• Hair that has been installed, worn, washed, altered or chemically treated

• Sale items/ items bought on sale/promotion.

For pre-order products, please carefully confirm the hair origin, texture, length, colour, density and quantity before placing your order.

7. NATURAL HAIR VARIATIONS

Raw and natural human hair is not manufactured to look identical from bundle to bundle.

Natural differences in colour, texture, density, strand thickness, wave pattern, lustre and movement can occur and do not automatically indicate a fault.

Our hair is carefully selected and quality checked, but the natural characteristics of human hair mean that the final appearance may vary slightly from photographs, samples or previous purchases.

If you are unsure about colour, texture or product suitability, please contact us before opening or altering the hair.

8. FAULTY, DAMAGED OR INCORRECT ORDERS

This exchange policy does not affect your rights under the Australian Consumer Law.

If you believe your order is faulty, damaged or incorrect, please contact ENESY HAIR as soon as possible with:

• Your order number

• A description of the issue

• Clear photographs and/or video

• Photographs of the packaging and security bands where relevant

Please do not install, wash, colour, bleach, cut or otherwise alter the hair before contacting us, as doing so may affect our ability to assess the issue.

Where a product is confirmed to have a fault or does not match your order, ENESY HAIR will provide an appropriate remedy.

BEFORE YOU ORDER

Because our hair is personal-use and many products are sourced specifically for individual customers, we encourage you to take a moment before purchasing.

Not sure about your colour? Contact us for assistance.

Not sure how many bundles you need? Contact us.

Not sure which texture or collection is right for you? Use our Find Your Enesy Match guide or speak with us before placing your order.

We would much rather help you choose correctly the first time than have you go through the exchange process.

Luxury should feel effortless — and that starts with choosing the right hair.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail support@enesyhair.com