Return and Exchange Policy

At Alt Hair, we aim for complete customer satisfaction. Please read our policy carefully to understand your options for returns, exchanges, and refunds.

1. Defective Items

  • Defective items may be returned for an exchange or store credit within 3 days of receipt.

  • Customised items are unable to be exchanged or returned unless there is a major fault.

Due to high order volumes during peak periods, we are unable to place items on hold while awaiting a return.

2. Returns/Exchanges for Change of Mind

  • If your piece is not suitable, e.g., not the right colour, cap size, or length, you may request an exchange or store credit.

  • Customised pieces (any added cut, colour touch-ups, or other customisation) are not eligible for returns or exchanges.

3. In-Person Purchases

  • Pieces purchased in-person at Alt Hair cannot be returned for change of mind.

  • In-person purchases may be eligible for swaps or store credit only if there is a major fault.

4. Swaps and Store Credit

  • Exchanges or store credits are available if the desired replacement item is in stock.

  • If the replacement item is not in stock, a store credit may be issued for the purchase amount.

5. Condition for Returns

  • To be eligible for an exchange or store credit, items must be unaltered and in sellable condition.

  • Sellable condition means:

    • No washing or heat styling

    • Clips intact and functional

    • No visible wear, hair product, or odours

    • Brushed and prepared carefully before returning

    • Lace uncut and fully intact

If these conditions are not met, Alt Hair reserves the right to refuse the exchange or store credit.

6. In-Person Customisations and Maintenance

  • Alt Hair offers in-person customisations, including cut, styling, and colour adjustments.

  • Customers may also book 6-month maintenance packages for ongoing care or colour touch-ups for blonde pieces.

  • Customised pieces are final sale unless there is a major fault.

7. Customer Responsibility

  • Customers are responsible for the care of items while in their possession.

  • Alt Hair is not responsible for items that are damaged, altered, or misused.


If you have any questions or need to contact us about your purchase, please reach out at: hello@alt.hair