Refund policy
Returns & Refund Policy
At SalonWorx NZ we want you to be happy with your order. This policy explains when and how you can return products, alongside your rights under New Zealand consumer law. SalonWorx NZ is operated by Salon Warehouse Australia and supplies professional salon and hair care products across New Zealand.
Your rights under New Zealand law
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product is faulty, not of acceptable quality, or does not match its description, you are entitled to a remedy under the Consumer Guarantees Act.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, please contact us within 14 days of delivery at info@salonworx.nz. To help us process your claim quickly, please include photos of the item and its packaging. Please do not dispose of any faulty, leaking or damaged products, as we may need them returned to the supplier for assessment. Once assessed, we will arrange a replacement, refund or credit as appropriate.
Change of mind
Change-of-mind returns are accepted on retail products only within 14 days of delivery, where the item is unused, unopened and in its original packaging. Return shipping is at your cost, and returned products may be subject to a $25 restocking fee. Please contact us at info@salonworx.nz before returning anything so we can guide you through the process.
For health and safety reasons, opened colour, chemical and aerosol products cannot be returned or exchanged unless they are faulty.
Professional products
Professional products are intended for use by, or under the guidance of, trained hair care professionals, and are sold subject to hygiene and safety conditions. These products have different change-of-mind return entitlements to general retail goods and may be non-returnable once opened.
Cancellations
If you need to amend or cancel an order, please contact us as soon as possible at info@salonworx.nz. Orders are typically dispatched quickly, so changes cannot be guaranteed once an order has been placed. Cancelled orders may be subject to a $25 restocking fee.
How to start a return
Email info@salonworx.nz with your order number and details of the item and the reason for return. We will confirm whether the item is eligible and provide return instructions. Approved refunds are processed to your original payment method once the returned item is received and assessed.