Refund policy

Return & Refund Policy

Last Updated: May 2026

At Second Avenue Hair, we want you to be completely satisfied with your purchase. We carefully curate professional salon-quality haircare products and stand behind the products we sell.

Please read our return and refund policy below before placing an order.

Returns Eligibility

We accept returns for eligible items within 14 days of delivery.

To be eligible for a return, products must:

  • Be unused, unopened, and in original condition

  • Be in the original packaging with seals intact

  • Include proof of purchase (order number or receipt)

For hygiene and safety reasons, we cannot accept returns on opened, used, or tampered haircare products, unless the item is faulty, damaged, or incorrect.

Faulty, Damaged or Incorrect Products

If you receive an item that is:

  • Damaged during shipping

  • Faulty or defective

  • Incorrect from what was ordered

Please contact us within 48 hours of delivery at enquiries@secondave.com.au with:

  • Your order number

  • A description of the issue

  • Clear photos of the product and packaging

We will assess the issue and may offer a:

  • Replacement product

  • Store credit

  • Full or partial refund (where appropriate)

Change of Mind Returns

We understand sometimes purchases don’t work out.

We may accept change of mind returns for unopened and unused products within 14 days of delivery, however:

  • Return shipping costs are the responsibility of the customer

  • Original shipping charges are non-refundable

  • Products must arrive back in original saleable condition

Once received and inspected, we will process your refund or store credit.

Non-Returnable Items

The following items are not eligible for return:

  • Opened or used haircare products

  • Products with broken seals

  • Gift cards

  • Sale or clearance items (unless faulty)

  • Products damaged due to misuse or incorrect application

Refund Processing

Approved refunds will be processed back to your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Shipping fees are non-refundable unless the return is due to our error or a faulty product.

Order Cancellations

Orders may only be cancelled before dispatch.

Once an order has been shipped, it will be treated under our standard return policy.

Shipping Issues

Second Avenue Hair is not responsible for delays caused by postal carriers, incorrect shipping addresses entered at checkout, or circumstances outside our control.

Please ensure your shipping details are accurate before completing your purchase.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Second Avenue Hair
Rear/614 Burke Road, Camberwell VIC 3124, Australia
Phone: (03) 9882 6622
Email: enquiries@secondave.com.au

We’re always happy to help and ensure you have the best experience shopping with Second Avenue Hair.