Returns & Refunds

Quick summary: Unopened items may be eligible for return within 30 days of delivery. Opened or used personal care products are generally not eligible for change-of-mind return. If an item arrives damaged, leaking, faulty or incorrect, please contact us within 7 days of delivery with the required evidence below. Return postage is the customer’s responsibility unless the return is due to our error.

At ierac-i Studio, we want you to feel confident shopping with us as an authorised salon stockist.

Change-of-mind returns

We accept eligible change-of-mind returns within 30 days of delivery, provided the item:

• is unused, unopened and in original condition
• is in its original packaging
• has any seal intact, where applicable
• is approved by us before being sent back

To request a return, please email hello@ieraci.com.au with your order number and reason for return before sending anything back.

Items not eligible for return

For hygiene, safety and resale reasons, we do not generally accept change-of-mind returns for:

• opened or used haircare, skincare or beauty products
• items with broken seals
• items with damaged, marked or incomplete packaging
• products that have been tampered with
• gift cards
• sale, clearance or final-sale items
• special-order items

Because we sell personal care and salon hair products, some returns may be declined where the item is not in a condition suitable for resale.

Damaged, leaking, faulty or incorrect items

Please inspect your order as soon as it arrives. If your parcel or item arrives damaged, leaking, faulty or incorrect, please contact us within 7 days of delivery at hello@ieraci.com.au.

Where damage appears to have occurred in transit after dispatch, clear evidence is required so we can assess the issue properly and, where applicable, lodge a claim with the courier.

To be eligible for a refund, replacement, store credit or other resolution for transit damage, you must provide:

• your order number
• a brief description of the issue
• one clear HD video in a single continuous recording showing all affected items and the damage together
• clear photos of the affected product or products and the damage
• clear photos of the inside of the packaging
• clear photos of the outer satchel or box and shipping label, where available

If a parcel arrives visibly damaged or leaking, please take photos and video before opening where possible.

Please do not dispose of the product, packaging or shipping materials until we have had a chance to review the issue and advise you on the next step.

If sufficient evidence is not provided, or if the product, packaging, images or video are no longer available, this may limit or prevent the resolution we are able to offer.

If the issue is confirmed, we will provide an appropriate resolution, which may include a replacement, refund, store credit or another suitable remedy.

Return postage

If a return is approved for a reason other than our error, return postage is the customer’s responsibility.

This includes situations such as:

• change of mind
• ordering the wrong item
• purchasing a duplicate elsewhere
• no longer needing the item
• delivery issues arising from an incorrect, incomplete or incompatible shipping address supplied at checkout
• delivery delays not caused by ierac-i Studio

Where a return is approved because the item is faulty, damaged in transit or incorrect, we will advise the appropriate return method and, where applicable, provide a return label.

PO Boxes, Parcel Lockers & address compatibility

Customers are responsible for ensuring their shipping details are complete, correct and compatible with the delivery method selected at checkout.

PO Boxes, Post Offices and Australia Post Parcel Lockers can only be used with eligible Australia Post services. If you select a courier service such as Aramex or CouriersPlease, you must provide a physical residential or business street address.

If a PO Box, Post Office or Australia Post Parcel Locker address is entered for a non-compatible courier service, this may result in:

• delivery delay
• redelivery being required
• return to sender
• additional delivery or handling charges

Where delivery cannot be completed due to an incompatible address being provided at checkout, ierac-i Studio is not responsible for courier delays, redelivery fees, return postage costs, or refunding the original shipping charge, unless we choose to do so as a goodwill gesture.

Where possible, we may assist in following up with the courier or booking platform to help resolve the issue. Any assistance we provide in these situations is a goodwill gesture and does not mean we accept liability for delays or delivery issues caused by incorrect, incomplete or incompatible address details supplied at checkout.

Incorrect address details

Customers are responsible for ensuring their shipping details are complete and correct at checkout.

If an order is delayed, misdirected, returned or incurs additional handling because the shipping address provided was incomplete, incorrect or incompatible with the selected courier service, ierac-i Studio is not responsible for:

• courier delays arising from that error
• redelivery fees
• return postage costs
• additional handling fees
• refunding original shipping charges unless we choose to do so as a goodwill gesture

This includes, but is not limited to, entering a PO Box, Post Office or Australia Post Parcel Locker address for a courier service that requires a physical street address.

Delivery issues

Once an order has been dispatched, delivery is handled by the courier selected at checkout.

If a parcel is delayed, marked as attempted, requires redelivery, or is affected by an address issue, we may assist in liaising with the courier as a goodwill gesture. However, where the issue arises due to:

• an incorrect or incomplete delivery address
• an incompatible delivery address for the selected courier
• authority to leave instructions
• the receiver being unavailable
• restricted access at the delivery location

the customer may need to work directly with the courier and may be responsible for any additional delivery or return costs.

Refunds

Once your return or claim is received and reviewed, we’ll let you know whether the refund has been approved.

If approved, your refund will be processed back to your original payment method. Please allow time for your bank or payment provider to complete the transaction.

Original shipping charges are generally not refundable unless:

• the return or claim is due to our error
• the item was confirmed as damaged in transit
• the item was faulty
• the incorrect item was supplied