Refund policy
Refunds & Returns Policy
Last updated: 1 October 2026
At The Lace Dynasty, every unit is carefully inspected and prepared before leaving our care. We want you to feel confident when purchasing your unit, while also being transparent about our returns process.
Change of Mind
The Lace Dynasty does not offer refunds, exchanges or store credit for change-of-mind purchases.
This includes circumstances where you:
- no longer want the unit;
- change your mind about the colour, length, density or style;
- ordered the incorrect size or style;
- decide the unit is not the style you expected after purchase;
- find the same or a similar product at a lower price elsewhere; or
- simply decide you would prefer a different unit.
We strongly encourage customers to ask any questions and confirm all details before purchasing.
This policy does not exclude or limit any rights you may have under the Australian Consumer Law.
Sale & Clearance Items
Sale, promotional and clearance units are subject to the same Australian Consumer Law consumer guarantees as full-price products.
However, change-of-mind returns are not accepted on sale or clearance items.
Any known imperfection, alteration or issue that has been clearly disclosed to you before purchase will not be treated as a defect that was undisclosed at the time of sale.
Faulty, Damaged or Incorrect Items
If you believe your unit has a fault, was damaged before you received it, or is materially different from its description, please contact us as soon as possible.
Please provide:
- your order number or proof of purchase;
- a clear description of the issue; and
- clear photos or videos showing the issue where applicable.
We may need to inspect the unit before determining the appropriate remedy.
Where a product does not meet a consumer guarantee, The Lace Dynasty will provide the remedy required under the Australian Consumer Law.
Depending on the circumstances and whether the issue is considered a major or minor failure, the remedy may include a repair, replacement or refund.
Conditions Relating to Hair Care & Use
Human hair is a natural product and requires appropriate care.
Issues caused by misuse, improper maintenance, excessive heat, chemical processing, colouring, cutting, bleaching, adhesive products, installation, improper washing, excessive product buildup or failure to follow provided care instructions may not constitute a product fault.
We may request information about how the unit has been worn, installed and maintained when assessing a complaint.
This does not limit any rights you may have under the Australian Consumer Law.
Lace & Customised Units
Customised units may include cutting, colouring, styling, plucking, bleaching of knots, parting or other alterations requested by the customer.
Once a customisation has been completed to your requested specifications, change-of-mind cancellations are not accepted.
If a customised product has a problem covered by the Australian Consumer Law, your consumer rights still apply.
Returns Process
Do not send an item back without contacting us first.
If a return is approved or required under the Australian Consumer Law, we will provide instructions for returning the product.
Returned products may be assessed before a remedy is provided.
Where a refund is legally required, the refund will be processed using the original payment method where reasonably possible.
Consumer Guarantees
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.
Our products come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a repair, replacement, refund or other remedy where applicable.
For further information about your rights, please refer to the Australian Competition and Consumer Commission (ACCC) or Consumer Protection WA.
Contact
For all refund, return or product concerns, please contact The Lace Dynasty through the contact details provided on our website.
We aim to handle every concern fairly, professionally and promptly.