Returns/Refunds policy

This policy applies to purchases made from Tammy Lobato Pty Ltd trading as Tammy Lobato Wigs and Hair Replacement Services via either our retail store or our website, www.tammylobatowigs.com.au 

1. General

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law (ACL) and on the terms set out in this policy. 

Approval for return: Permission for return must be obtained within 7 business days from the date of receiving the goods.  Application for return must be addressed to the Customer Care team at info@tammylobatowigs.com.au  No authorization for returns will be granted after this 7-day period. Unauthorized returns will be refused and returned to the customer.

Original Condition: The product must be returned in its original condition, complete with all packaging materials,

Exclusions: Item that have been cut, coloured, customized, or altered in any manner are not eligible for return. Discontinued items are not eligible for return. Products that are returned and deemed ineligible for return will be sent back to the customer at customer’s expense.

Custom Orders: All purchases of custom orders are final and nonreturnable. Nonetheless, should you receive a damaged or defective product in the rare circumstances, we kindly ask you to contact us within 5 business days of receiving the item to commence the refund process following verification of the defect or damage.

If you require assistance with styling your wig or topper – please contact us, if you are not used to wearing them, you may benefit from our advice and assistance from our hairdressers.

2. The Australian Consumer Law

The ACL provides consumer guarantees which protect consumers when they buy products and services. Tammy Lobato Pty Ltd trading as Tammy Lobato Hair Replacement Services complies with the ACL. If there is any inconsistency between this policy and the ACL, then the ACL will prevail. Further information about the ACL and the consumer guarantees is available on the Australian Competition and Consumer Commission website.

If a product or service purchased from us has a major failure, then you may be entitled to a replacement, repair or refund.

If a failure with the product or service does not amount to a major failure, you may be entitled to have the product repaired or replaced, the service redelivered, or the cost refunded.

In the event that a product purchased fails to meet one or more consumer guarantees under the ACL, we shall bear any cost of shipping the returned product back to us, as well as any cost of shipping any repaired or replacement product.

3. Change of mind

We are unable to refund or return for change of mind due to 

a. Hygiene factors relating to the wearing of the wig, 

b. and/or that once the wig or topper has been worn it is possible that damage may have been caused

c. and/or because our hair replacement products have been created or customised for the individual client.

Therefore please ensure to select carefully.

4. Delivery

1. The delivery times made known to the Buyer are estimates only and the Seller is not liable for late delivery or non-delivery. 
2. The Seller will not be liable for any loss, damage or delay occasioned to the Buyer or its customers arising from late or non-delivery or late installation of the Goods.
3. The Seller may at its option deliver the Goods to the Buyer in any number of instalments unless there is an endorsement overleaf to the effect that the Buyer will not take delivery by instalments. 
4. If the Seller delivers any of the Goods by instalments, and any one of those instalments is defective for any reason:
   1. this does not constitute a repudiation of the contract of sale formed by these conditions; and 
   2. the defective instalment is a severable breach that gives rise only to a claim for compensation. 

In the event that the product ordered has been damaged during delivery through no fault of your own, please contact us as soon as possible.

Any damaged product must be returned unused and in the condition in which it was received, together with any packaging and other items received with the damaged product.

We will arrange to collect the damaged product and offer to replace it, or to refund you, provided that you have contacted us within 24 hours of delivery of the damaged product.

5. Response Time

1. Our utmost priority is to promptly address and resolve any requests for repairs, replacements, or refunds, subject to the manufacturer's guidelines and policies.
2. In the event that a repair is required, we will strive to process the request in a timely manner. If the repair process is expected to take a significant amount of time, we may provide clients with an interim replacement to ensure minimal disruption to their usage or enjoyment of the product.
3. We understand the importance of minimizing inconvenience to our clients during the resolution process. Therefore, if a replacement is deemed necessary, we will make every effort to expedite the replacement procedure, keeping in mind any constraints or requirements set forth by the manufacturer.
4. Refunds will be processed promptly and in accordance with the applicable refund policy. We aim to ensure that clients receive their refunds as quickly as possible, while adhering to any specific refund processing timelines mandated by the manufacturer or applicable laws.
5. Please note that the availability of interim replacements and the processing times for repairs, replacements, or refunds may be subject to the availability of suitable alternatives and the nature of the specific product or service.
6. Our commitment to providing efficient resolution options is subject to the manufacturer's obligations and the terms and conditions set forth by them. We will make all reasonable efforts to communicate and coordinate with the manufacturer to facilitate a satisfactory outcome for our clients.

6. Contact Us

For all enquiries, or if you wish to speak to us about this policy or about any refund, repairs or replacements, please contact us at info@tammylobatowigs.com.au or by telephone on 1300 939 861.