Refund policy

Returns & Refund Policy – Luxor Hair Clinic (Port Melbourne)

At Luxor Hair Clinic, we are committed to providing high-quality products and services. This policy outlines your rights and our procedures regarding returns, exchanges, and refunds in accordance with Australian Consumer Law (ACL).

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1. Change-of-Mind Returns (Products Only)

We offer a 30-day return period from the date you receive your item.

To be eligible:

The item must be unused, unopened, and in original condition

Must include original packaging, seals, and tags intact

You must provide a receipt or proof of purchase

To request a return, contact:

📧 admin@luxorhair.com.au

Approved returns must be sent to:

📍 [Insert Clinic Return Address – Port Melbourne]

⚠️ Items returned without prior approval will not be accepted.

Return shipping costs for change-of-mind returns are the responsibility of the customer unless otherwise agreed.

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2. Faulty, Damaged, or Incorrect Items

Please inspect your order upon receipt.

If your item is:

Faulty

Damaged

Incorrect

Description of the issue

Photos (if applicable)

We will:

Offer a replacement, repair, or refund in line with Australian Consumer Law.

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3. Non-Returnable Items

Due to hygiene and safety regulations, the following items cannot be returned unless faulty:

Opened or used hair care or scalp products

Medical-grade or prescription products

Custom-made or personalised items

Perishable goods

Gift cards

Sale or clearance items

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4. Services (Hair Transplant & Cosmetic Procedures)

For clinical treatments (including hair transplant procedures):

Fees are generally non-refundable once the service has been provided

Deposits may be non-refundable if cancellation occurs within the specified notice period

If a procedure is cancelled by the clinic, a full refund or reschedule will be offered

All services are provided in accordance with:

Australian medical standards

Informed consent agreements signed prior to treatment

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5. Exchanges

We do not offer direct exchanges.

To exchange an item:

1. Request a return (subject to approval)

2. Place a new order for the desired product

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6. Refunds

Once your return is received and inspected:

You will be notified of the outcome

If approved, refunds will be issued to your original payment method within 5–10 business days

Please note:

Processing times may vary depending on your bank or payment provider

If more than 15 business days have passed, contact us at admin@luxorhair.com.au

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7. Your Rights Under Australian Consumer Law

This policy operates in addition to your rights under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

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8. Contact Us

For any return or refund enquiries:

📧 admin@luxorhair.com.au

📍 Luxor Hair Clinic, Port Melbourne