Refund policy

Returns & Refunds Policy – Stevi Pisoni – Virgin Hair

We are proud to offer highly specialised, luxury Virgin and single-donor hair. Because much of what we do is made specifically for you, our returns policy is slightly different to standard retail stores.

By placing an order with Stevi Pisoni – Virgin Hair, you agree to the policy below.
This policy does not override any rights you may have under Australian Consumer Law.

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1. Custom Products – No Change of Mind Returns

We do not accept returns or refunds for change of mind on any Custom Product.

For the purposes of this policy, “Custom Products” include (but are not limited to):

• Virgin or single-donor hair (natural or dyed) specifically sourced, agreed to and approved by you (e.g. via photos, videos or consultation), and then manufactured into:

  • Weft products

  • Micro / Genius Weft

  • Triple Genius Weft

  • Secret Pony

  • Custom clip-in sets

• Any bundle, piece, colour blend, length or texture that has been specially ordered, coloured, cut, sewn, or designed specifically for you and not standard stock.

Because these pieces are custom-selected and made to your specifications and cannot be resold, all Custom Product sales are final, except where required by law (for example, in the case of a major fault).

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2. Ready-to-Ship / Stock Items – 30-Day Return Policy

For non-custom, ready-to-ship stock items (for example, standard clip-ins or wefts that have not been custom-coloured, custom-sourced, or altered), we offer a 30-day return policy for change of mind.

You have 30 days from the date you receive your order to request a return.

To be eligible for a change-of-mind return:

• The item must be in original, brand-new condition – unworn, unused and unaltered.

• All tags, hygiene seals and packaging must be intact and in original condition.

• The hair must not have been:

  • Installed or attached

  • Brushed out, washed, toned or coloured

  • Cut, trimmed, heat-styled, or treated with products

• You must provide proof of purchase (order number, receipt, or confirmation email).

If an item shows any sign of wear, installation, product use, cutting, or tampering with hygiene seals, we reserve the right to refuse the return.

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3. How to Start a Return

To request a return for an eligible stock item, please email us at:
hello@stevipisoni.com

Include:

• Your full name

• Order number

• Item(s) you wish to return

• Reason for return

• Clear photos of the product in its original packaging (unopened) if requested

If your return is accepted, we’ll send you:

• A return authorisation confirmation

• The return address and instructions on how and where to send your package

• Information about any applicable shipping costs

Important: Items sent back to us without first requesting a return will not be accepted.

Unless the item is confirmed faulty or we sent the wrong item, return shipping costs are the responsibility of the customer.

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4. Damages, Faults & Incorrect Items

Please inspect your order immediately upon delivery.

Contact us at hello@stevipisoni.com as soon as possible if:

• The item is damaged in transit

• You believe the item has a manufacturing fault

• You receive the wrong item

Include:

• Your order number

• A description of the issue

• Clear photos or videos showing the problem

We will assess the issue and, where appropriate and in line with Australian Consumer Law, we may:

• Repair the item,

• Replace the item, or

• Provide a refund.

We do not consider damage caused by improper care, incorrect installation, heat damage, colouring, bleaching or chemical treatments as a manufacturing fault.

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5. Exceptions / Non-Returnable Items

The following items are non-returnable (except where required by law):

• Custom Products (as defined in Section 1)

• Any hair extensions or hairpieces that have been:

  • Removed from the original hygiene seal

  • Tried on, installed, brushed out, washed, toned or coloured

  • Cut, trimmed, or otherwise altered

• Sale / clearance items

• Gift cards

• Opened haircare or styling products

If you are unsure whether your item qualifies, please contact us before breaking any seals or installing the hair.

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6. Exchanges

Due to the sanitary and bespoke nature of hair extensions, we do not offer a traditional “swap” system.

If you wish to change your item and it is eligible:

1. Request a return for your unopened, eligible stock item within 30 days.

2. Once the return is approved and processed, you may place a new order for the item you prefer.

Custom Products cannot be exchanged for change of mind.

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7. European Union 14-Day Cooling Off Period (If Applicable)

If your order is being shipped into the European Union, you may have the right to cancel or return your order within 14 days of receiving it, for any reason, under EU consumer law.

However, this right does not apply to:

• Custom Products made to your specifications

• Hair products where hygiene seals have been broken or the product has been used/installed

For eligible items, the product must be:

• Unworn, unused, and unaltered

• With all tags and hygiene seals intact

• In its original packaging

• Accompanied by proof of purchase

To exercise this right, please contact us at hello@stevipisoni.com.

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8. Refunds

Once we receive and inspect your returned item, we will email you to confirm:

• That we have received your return, and

• Whether your refund has been approved or declined.

If approved:

• A refund will be processed to your original payment method within 10 business days.

• Your bank or credit card provider may require additional time to post the refund to your account.

We may deduct:

• Any original shipping fees (where applicable), and

• Any return shipping fees if we have provided a label and the return is for change of mind, not a fault.

If more than 15 business days have passed since we confirmed your refund approval, and you haven’t received your funds, please contact your bank or card provider first. If it’s still unresolved, contact us at hello@stevipisoni.com.