EXCHANGES, RETURNS & WARRANTY

We offer a store credit, exchange or refund on any unused and unopened items purchased from Love Locs Natural within 30 days of receiving the items. Just get into contact with us via [email protected] so we can explore your options with you.

CHANGE OF MIND: EXCHANGE, STORE CREDIT OR REFUND

We are happy to offer a store credit, exchange, or refund on an unused and unopened item purchased from us with 30 days of receiving the items.

If you changed your mind please email [email protected] within 30 days of receiving the item.

  • Product/s must have been purchased from lovelocsnatural.com online.
  • Eligible items, including any gift with purchase, can only be returned if they are in unused condition, with all seals and packaging still in tact. Due to health and safety reasons, we are unable to accept opened products and any products past 30 days of receipt. 
  • Eligible items can be returned to us for refund, exchange or store credit to the value paid minus any original shipping cost paid and a 10% restock fee will be deducted from your refund for change of mind.
  • Once the returned eligible items are received by us, we will process a refund to the original payment method.
  • Love Locs Natural reserves the right to reject the returns of goods which do not meet the eligibility criteria. If your item/s are returned used or damaged, we reserve the right to reject the refund request and will provide you with the option for us to send the item/s back to you at your expense or destroy the item/s with no refund provided.
  • To be eligible for a return:
    • the item must be not physically damaged from dropping or mistreatment; and
    • the item must be unused, with all packaging and seals still in tact; or the product is faulty; and
    • the item was purchased online at lovelocsnatural.com.

Pre-packed sets (ie Detox Essential, Scalp Relief etc): If you purchase a pre-packed set (ie Scalp Relief etc), as packs are discounted and not individually priced, we are unable to accept individual product returns and we are unable to accept the set back for return if any product from the set has been used.

Bundling discount Design Your Own Set (Select 3+ Products & Save 10%): If you received a discount based on bundling (ie purchase 3 and save 10%), if you return any item from that bundle and no longer meet the minimum quantity of products for the discount once you’ve returned the item/s (ie 3 products to receive the discount), the items you keep will default back to the original non-discounted price and this will be factored in your refund. For example, if you purchased 3 items at $50 with a bundling discount of 10% (total paid $135.00) when you return one item, you are no longer eligible for the discount and will receive a refund of $35.00 as the other 2 items revert to full price of $50 each, for a total cost of $100. If you still meet the minimum quantity of products required for the bundle discount (ie 3 products), your refund for the returned unused item/s will be the original price minus the bundling discount.

Gift with purchase: If upon returning items you are no longer eligible for the gift with purchase which you received as part of your purchase (due to not meeting the required conditions to receive the gift), the gift will also need to be returned in unused condition with all seals and packaging in tact. If the gift with purchase has been utilised, any refund provided will be minus the advertised value of the gift with purchase.

Shipping costs: For international orders outside of Australia, if you would like a refund for change of mind, any refund will be minus the original cost of shipping to you and any restock fee, which will not be refunded.

Unclaimed parcels: If your package is unclaimed and is returned back to us or you would like a refund for change of mind, any refund will be minus the original cost of shipping to you, any shipping costs charged to us by the courier to return the parcel back to us and any restock fee, which will not be refunded. A $10 fee will be charged to resend any items to you if they are returned to us.

Sensitivities: Eligible items, including any gift with purchase, can only be returned if they are in unused condition, with all seals and packaging still in tact. Unfortunately we are not able to accept returns for used products that you have sensitivities to. We include our full list of ingredients, the scent profile, inclusion of essential oils and texture on our website to allow customers to be fully informed with all important information prior to purchase.

Restock fee: 10% restock fee will be deducted from your refund for change of mind/cancellation.

Returns Process:

  1. 30 day returns starts from the date that your Love Locs Natural product/s are delivered to you.
  2. Eligible items, including gift with purchase, can only be returned if they are in unused condition, with all seals and packaging still in tact. Due to health and safety reasons, we are unable to accept opened products and any products past 14 days of receipt. 
  3. Email us at [email protected] within 30 days of receiving the item and we will provide you with the return address.
  4. Send your eligible item/s to the provided return address within 5 business days of advising us about the return.
  5. The customer is responsible for return shipping charges where there is a change of mind.
  6. Love Locs Natural reserves the right to reject the returns of goods which do not meet the eligibility criteria. If your item/s are returned substantially used or damaged, we reserve the right to reject the refund request and will provide you with the option for us to send the item/s back to you at your expense or destroy the item/s with no refund provided.
  7. To be eligible for a return:
    • the item must be not physically damaged from dropping or mistreatment; and
    • the item must be unused, with all packaging and seals still in tact; or the product is faulty; and
    • the the item was purchased online at lovelocsnatural.com.

You will receive an email confirmation once your return has been received by us at our warehouse and processed. Once your return/exchange has been received by Love Locs Natural, please allow 2-3 business days for us to process the refund. Please allow 5-10 working days for the refund amount to appear in your account after we have processed your return (this depends on how long it takes your bank to process the refund back to your account).

  • Refund/store credit: When your return has been processed and received at our warehouse, an email will be sent to you with your a store credit gift card or refund notification.
    Exchange: When your exchange has been processed and received at our warehouse, an email will be sent to you with your new tracking number.

Love Locs Natural understand the product/s may arrive back to us after the period has ended, so don’t worry, once we get it, we’ll let you know and process a refund. We advise you use a traceable postage service as Love Locs Natural will not be responsible for parcels that do not reach our warehouse.

*Note to International Customers (outside of Australia): Because duties and taxes are collected by the government in the country where the goods are received (and not by Love Locs Natural), we do not reimburse for these expenses.

 

FAULTY OR DAMAGED PRODUCTS: REPLACEMENT OR REFUND

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

The rights described here are in addition to the rights to which you may be entitled under the Australian Consumer Law and other Australian consumer protection laws and regulations.

For minor failures with the goods, we undertake to reimburse you for any product delivered to you that is faulty (broken), or is in a damaged condition as per Australian Consumer Law in the form of a replacement product sent to you at our cost.

  • If you receive a faulty (broken), or damaged product that you’ve purchased from lovelocsnatural.com, please notify us and send us a photograph as proof of the damage or defect to [email protected] within 5 business days from the date of your order delivery (including a photo of the shipping box).
  • Product/s must have been purchased from lovelocsnatural.com online.

Returns Process:

  1. We will send you a replacement product or spare part at no extra cost to you (if the product can be fixed) or provide you with a refund (if the product cannot be fixed) once the original Product/s are returned to us.
  2. If you receive a faulty (broken), or damaged product, please notify us and send us a photograph as proof of the damage or defect to [email protected] within 5 business days from the date of your order delivery. Please note that once you have been advised of the return address, the damaged/faulty Product/s will need to be shipped back to the return Love Locs Natural address within 5 business days at our expense.
    • Replacement: Where the goods are faulty (broken) or damaged, we will send a replacement product or spare part to you at no cost to you and provide you with a prepaid return satchel so you can mail the faulty (broken) goods back to us at no cost to you.
    • Refund: Where the goods are faulty (broken) or damaged and cannot be replaced or fixed with a spare part, we will refund the item and reimburse you for the standard shipping fee to return the item back to Love Locs Natural. The Standard Shipping fee refers to the cost of an Australia Post Parcel Post satchel with no extra insurance and no signature on delivery. Extra insurance and signature on delivery will be at your own cost. In case of a refund, most returns are processed to your original payment form within 2-3 business days of receipt of the items. You will receive an email confirmation once your return has been processed. Please allow 5-10 working days for the refund amount to appear in your account after we have processed your return (please note this depends on how long it takes your bank to process the refund to your account).

Shipping Costs: Where we have sent you faulty (broken), or damaged item(s), we will cover the costs associated with you having to return the item(s) back to us for a refund. This refund will not exceed our standard shipping fee for the item(s)* needing to be returned and can only be paid once the item(s) has been received by us. In case of faulty (broken), incorrect or damaged items, we will be responsible for the cost of shipping the new exchanged product(s) to you from our warehouse. Refund payments for incorrect, faulty (broken), or damaged item(s) will be made for the amount on the original purchase receipt and will include the standard shipping fee to return the goods back to us.

*Note to International Customers (outside of Australia): Because duties and taxes are collected by the government in the country where the goods are received (and not by Love Locs Natural), we do not reimburse for these expenses.

 

RESTOCK FEE RETURNS WITH AFTERPAY/PAYPAL/CREDIT CARD

  • If you return an item purchased through Afterpay, follow the return procedure above.
  • Once we receive your return, we will email you confirmation of your refund.
  • Your personal agreement with Afterpay will stand and you will continue to pay any scheduled repayments.
  • For any repayment or refund queries please contact Afterpay.
  • Restock fee: 10% restock fee will be deducted from your refund for change of mind returns/cancellation.

 

CHANGE OF ADDRESS/INCORRECT ADDRESS/UNCLAIMED ITEMS

  • Please check that your billing and shipping address details are accurate before submitting your order.
  • Love Locs Natural will not be responsible for any delivery made to an address incorrectly selected by the customer. Please check your address details are accurate before submitting your order and when you receive your order confirmation.
  • Changes to your address details and/or delivery instructions must be communicated to Love Locs Natural via [email protected] within 24 hours of you placing the order or before your order is dispatched.
  • Unclaimed parcels: If your package is unclaimed and is returned back to us or you would like a refund for change of mind, any refund will be minus the original cost of shipping to you, any shipping costs charged to us by the courier to return the parcel back to us and any restock fee, which will not be refunded. A $10 fee will be charged to resend any items to you if they are returned to us.

 

CANCELLATION

  • Any cancellations must be communicated to Love Locs Natural via [email protected] within 24 hours of you placing the order or before an item has been dispatched. Once an item has been dispatched we cannot cancel an order.
  • Love Locs Natural can cancel your order once you, the buyer, has submitted the order within 24 hours of you placing the order if we have reasonable grounds to suspect that your order on our website is fraudulent.
  • Restock fee will apply: 10% restock fee wIll be deducted from your refund for cancellations.

 

PROMOTIONAL CODES/GIFTS

  • Limit one gift and/or discount per customer. Qualifying purchase must be made in a single transaction. Limit one use of any code.
  • Not available in conjunction with any other offer.⁠
  • One promotional code per person, per transaction.
  • While stocks last. If stock is not available of this gift due to selling out, your gift will be substituted for a similar gift.
  • Please note once an order is placed we are unable to retrospectively add a promotional code to your order. We are unable to amend an order to include a discount code once the order has been sent, free gifts are not able to be sent out after the fact if a code has not been applied to the order.

 

STOCKIST PURCHASE
If you purchased your products from a stockist of Love Locs Natural, you are bound under that retailer’s Returns and Exchanges Policy and must return to place of purchase for assessment in accordance with their policies.

INFORMATION ON WEBSITE AND ANY ADVICE PROVIDED

Individual customer experiences with Love Locs Natural products may vary with respect to both effectiveness and potential adverse reactions. Results given in testimonials are from real customers who have used Love Locs Natural products, but similar results cannot be guaranteed. Individual results may vary depending on hair type, sensitivity, usage, diet, lifestyle, environmental factors and how the product is applied.

Love Locs Natural is not liable for any individual reaction to any particular ingredient. Please remember to read our labels and ingredient lists carefully and follow the appropriate directions for use. If you have a specific allergy or sensitivity, do not use ingredients that may trigger a reaction. An allergy patch test is recommended if there is any doubt or history of skin reactions. Discontinue use if a reaction occurs.

Love Locs Natural provide information that is general in nature and is based on a personal experience. Any information on our Website is not a substitute for medical advice.

Love Locs Natural may provide advice or give recommendations to you with respect to haircare products if you request our advice or recommendations on the Website or via other methods or platforms (e.g. text message, email or on social accounts). The Service or any other information on the Website is provided strictly for general information purposes and should not be construed as specific or medical advice to your particular need. The advice and recommendations given via the Service are suggestions only based on our experience and understanding of the Goods and, where applicable, on the information provided by the Buyer. The Seller’s advice and recommendations, including with respect to Goods, do not come with any guarantee or warranty of success or suitability.

Love Locs Natural’s advice is not intended to be professional medical advice, diagnosis or treatment. Always seek the advice of your physician or other qualified health professional with any question or issue you may have regarding the condition of your skin, your hair or other medical condition. Do not disregard professional medical advice or delay in seeking it because of something you have read on this Website, or pursuant to using our Service. We encourage you to seek medical advice if you are unsure about any recommendations, our products or advice.