Policies & Procedures

Refunds, Returns & Policies

At Baciami Hair Extensions, we’re committed to providing exceptional service and premium products. The following policy outlines everything you need to know about returns, exchanges, shipping, warranties, training, and more.

🔁 Returns & Exchanges

We do not offer refunds on non-faulty items. However, you can request an exchange or store credit within 30 days of purchase.

To be eligible:

  • Hair must be unused, unopened, and in original packaging

  • All accessories, labels, and “free gifts” must be returned

  • You must provide proof of purchase

  • You are responsible for return and reshipping costs

Send returns to:
4/32 Boothby St, Kedron QLD 4031, Australia
Email: info@baciamihairextensions.com.au with your name, order number, and exchange preference.

⛔ What Cannot Be Returned or Exchanged

  • Sale items (final sale)

  • Custom orders (e.g. toppers or specific lengths) unless faulty

  • Hair showing signs of use, wear, or removal from packaging

  • Tape adhesive that has weakened over time (replacement tabs available)

  • Hair discolouration or dryness from home care

  • Split ends or matting caused by improper care

✅ Matte-Free Guarantee (30 Days)

We proudly offer a 30-day matte-free guarantee on all hair extensions if:

  • You’ve followed our care guidelines

  • Baciami Haircare was used

  • Hair was professionally applied and not chemically altered

Covered issues:

  • Tangling or matting within 30 days

  • Faulty bonds, clips, tapes, or wefts

Warranty is voided if:

  • Non-recommended products are used

  • Hair is coloured, bleached, or toned

  • Hair is not professionally installed or cared for

To claim:
Email info@baciamihairextensions.com.au with your order number. We’ll send a warranty form to complete.

📦 Shipping & Delivery

Shipping within Australia:

  • FREE Express Shipping on orders over $200 (excludes haircare and trolleys due to weight)

  • Orders under $200: $15 flat-rate Express or calculated Standard shipping

  • Orders placed before 1pm AEST (Mon–Fri) are dispatched same day

  • No dispatch on weekends or public holidays

Estimated Delivery Times:

  • Express (Australia): 1–3 business days

  • Standard (Australia): 3–10 business days

  • International Express: 2–4 business days (metro areas)

  • International Standard: 10+ business days
    Please allow 2–3 additional business days for regional locations.

International Orders:

  • We ship globally!

  • Import duties/taxes may apply and are the customer’s responsibility.

Shipping Returns:
You are responsible for return postage unless the item is deemed faulty. We do not cover or reimburse courier delays, lost parcels, or damage in transit. For lost parcels, claims must be made directly with the shipping provider.

💳 Payments

We accept:

  • Visa, Mastercard, American Express

  • PayPal, Afterpay, Zip Pay

All transactions are secure and encrypted.

👩🏫 Education & Masterclasses

Deposits for training, including 1:1 and interstate classes, are non-refundable.
Changes to your booking can be made with 2 weeks’ notice. Additional fees may apply depending on educator scheduling.

Visit our Education Page for upcoming dates and class details.

💬 FAQs

What hair types does Baciami offer?
We stock Genius Wefts, Invisi Tapes, Micro Nanos, Micro Keratin Bonds, Clip-Ins, Toppers, and Mesh Integration systems for hair loss.

Are the extensions ethically sourced?
Yes. All hair is single-donor, Remy human hair, ethically sourced and hand-processed to maintain quality.

What lengths are available?
Available lengths: 17", 21", 23", and 25".

Can I colour or tone the extensions?
Colouring, toning, or bleaching will void your warranty. Always consult a professional.

How long do extensions last?
With proper care, 6–12 months. Lighter shades and improper care may reduce lifespan.

Do I need a professional to apply them?
Yes, for all semi-permanent methods. Clip-ins can be applied at home.

What haircare do you recommend?
Our Baciami Haircare range is designed specifically for our extensions and is required for warranty coverage.

🔐 Privacy & Security

We are committed to protecting your data. Your information is stored securely and never shared without consent. View our Privacy Policy.

📜 Terms & Conditions

For detailed terms of use, refunds, warranty coverage, and site policies, visit our full Terms & Conditions.