Refund policy
International Hair Cosmetics Group Pty Limited ABN 28 657 769 661 ("we", "us") handles returns, refunds and exchanges for products purchased from www.affinage.com.au on the terms below. This policy forms part of our Terms of Use.
We primarily supply trade and wholesale customers. Where you hold a trade account with us, the returns arrangements in your account or supply agreement apply and prevail over this policy to the extent of any inconsistency.
Trade and wholesale customers
Returns by wholesale, trade or professional account customers are dealt with under the relevant supply agreement or trading terms, not this policy. To the extent permitted by law, the ACL consumer guarantees do not apply to goods acquired for re-supply, or for use or transformation in production, manufacture, repair or treatment of other goods. For trade returns please contact your Affinage Technical Educator or orders@affinage.com.au.
Australian consumer customers
Where you are purchasing as a consumer (not for re-supply or trade use), our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).For a major failure you may choose a refund, replacement, or to keep the product and be compensated for its reduced value. Otherwise, for a minor failure, we may choose to replace the product or refund the purchase price, within a reasonable time.
Faulty, damaged or incorrect items
Inspect your order on receipt. If a product arrives faulty, damaged in transit, or is not what you ordered, contact us promptly at orders@affinage.com.au with:
- your order/invoice number;
- a description of the issue; and
- clear photos of the product and (where relevant) the packaging.
Where the issue is covered by the consumer guarantees, we will arrange a replacement or refund in line with your ACL rights and cover the reasonable cost of return postage.
Change of mind
For health, hygiene and safety reasons, we do not accept change-of-mind returns — including for opened or used products, personal hair care products, sale items and gift cards — unless they are faulty or otherwise fail a consumer guarantee.
Refunds
Approved refunds are processed once we have received and inspected the product (or completed our assessment where no return is required). Refunds are made to the original payment method unless we agree otherwise in writing.
Exchanges
Where an exchange is available and requested, we will send the replacement once we have received the returned product (or confirmed the fault). If the replacement is unavailable, we will offer a refund or store credit. Any price difference is refunded or charged, as applicable.
Return postage
We cover the reasonable cost of return postage where a product is faulty, damaged on arrival, incorrect, or otherwise fails a consumer guarantee.
Contact
orders@affinage.com.au | +61 7 3823 4566 | 14 India Street Capalaba QLD 4157
Last updated: 25 May 2026