Returns, Refunds & Exchanges
Thank you for choosing Krown-Z. We understand that purchasing a wig or hairpiece is personal. This policy explains our voluntary exchange program and your rights if a product has a problem.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy. The remedy available depends on the nature and seriousness of the problem.
For a major problem, you may be entitled to choose a refund or replacement. For a minor problem, Krown-Z may first provide a free repair within a reasonable time.
These rights are separate from, and are not limited by, our voluntary exchange conditions, hygiene requirements, 14-day exchange window or repair-support period.
If you believe your item is faulty, damaged, unsafe, incorrectly described, materially different from the product shown, or otherwise does not meet a consumer guarantee, contact us as soon as reasonably possible at hello@krownzhair.com. Include your order number, a description of the issue and clear photographs where helpful. We may inspect the item before confirming the appropriate remedy.
Where a product is confirmed to have a problem covered by the consumer guarantees, Krown-Z will cover or reimburse reasonable return costs where required by law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.
Change of mind and voluntary exchanges
We do not offer refunds where you simply change your mind, select the wrong item or colour, find the product unsuitable for your preference, or no longer want the item.
Subject to the conditions below, Krown-Z may offer a voluntary exchange. This voluntary exchange program is additional to your statutory consumer rights.
14-day exchange window
To request a voluntary exchange, contact us within 14 days after delivery and before sending the item back.
The item does not need to arrive back within the 14-day period, provided you contacted Krown-Z within 14 days after delivery and then follow the return instructions and timeframe we provide.
Do not return an item until Krown-Z has approved the request and supplied return instructions.
Voluntary exchange eligibility and hygiene requirements
For a voluntary exchange, the item must be:
- unworn, unwashed, unstyled and unaltered;
- in its original condition;
- free from odour, makeup, hair products and signs of wear;
- returned with all original packaging, tags, accessories and included materials; and
- returned with all lace intact and not cut, trimmed, damaged or altered.
These conditions protect the hygiene and safety of our customers. They apply to voluntary exchanges and do not automatically remove rights that may apply under consumer law where an item has a genuine problem.
Custom or personalised orders, clearance items, final-sale items and accessories are not eligible for voluntary exchange unless Krown-Z expressly agrees. This exclusion does not affect any remedy required by law.
Exchange options and price differences
Approved voluntary exchanges are available for an item of the same value or a higher value, based on the amount paid for the original item.
If the replacement item costs more, the difference must be paid before it is dispatched. We do not offer voluntary exchanges for an item of lower value.
The customer is responsible for return and replacement shipping costs for an approved voluntary exchange. This does not apply where Krown-Z is required to cover or reimburse reasonable return costs for a product problem under applicable law.
How to request a return or exchange
Email hello@krownzhair.com before sending anything back. Include:
- your order number;
- the item name;
- whether you are reporting a product problem or requesting a voluntary exchange;
- the reason for your request; and
- clear photographs showing the item and its condition, where relevant.
We will review your request and provide return instructions if a return is appropriate. Items sent without approval may be delayed or returned, except where doing so would be inconsistent with rights that cannot lawfully be excluded.
Inspection and outcomes
Returned items are inspected after arrival. We will tell you the inspection outcome and any available remedy or exchange option.
If an item submitted for voluntary exchange does not meet the eligibility conditions, we may decline the exchange. We will explain the reason and discuss return delivery before sending the item back at your expense.
Repair support
Krown-Z offers additional repair support for eligible pieces. Within six months after delivery, eligible minor repairs may be offered without a repair service fee. This additional service does not limit your rights under the Australian Consumer Law, which may continue for a reasonable time depending on the circumstances.
Additional repair support does not cover damage caused by improper care, misuse, heat styling, chemical processing, lace cutting, colouring, bleaching or normal wear and tear. We may inspect the item to determine whether the issue is an inherent product problem or damage caused after delivery.
Shipping costs for a voluntary repair service are the customer's responsibility. Costs relating to a product problem covered by the consumer guarantees are handled in accordance with applicable law.
Contact & Business Information
Krown-Z
ABN 29 644 102 699
Kogarah, NSW 2217, Australia
hello@krownzhair.com