Returns, Refunds & Our 90-Day Guarantee

We want you to feel confident buying from TWIST. If you have a problem with your order, please get in touch at hello@twisthairware.com so we can help.

90-Day Money-Back Guarantee

Designed to Twist, not to snap.

When you buy a TWIST product online at twisthairware.com, you’re covered by our 90-day money-back guarantee against snapping or breaking during normal use.

If your product snaps or breaks within 90 days of receiving it, contact hello@twisthairware.com to request a refund of the amount paid for the affected product.

This guarantee:

• Covers hair products purchased directly from twisthairware.com, including sale and clearance products.

• Covers snapping or breakage during normal use, including after the product has been opened or used.

• Does not cover change of mind, loss, intentional damage or damage caused by misuse.

• Does not apply to purchases from Coles or other retailers. This restriction applies only to our additional online guarantee, not your rights under Australian Consumer Law.

Change of Mind

We don’t provide refunds or exchanges if you change your mind, so please check your selection before ordering.

For hygiene reasons, opened, used or tested products cannot be returned simply because they are no longer wanted. This does not prevent claims under our 90-day guarantee or Australian Consumer Law.

Problems With Your Order

If your order arrives damaged, contains the wrong product or appears faulty, please contact hello@twisthairware.com as soon as possible, preferably within seven days of delivery.

This helps us investigate promptly. It does not impose a seven-day limit on your consumer rights or prevent you from reporting a fault discovered later.

Making a Claim

Email hello@twisthairware.com with:

• Your order number or other proof of purchase.

• Your name and contact details.

• A description of what has happened.

• Clear photos of the affected product and, where relevant and available, its packaging.

For our additional 90-day guarantee, please submit your claim within 90 days of receiving your product.

We’ll assess the information and let you know the next steps. We may need the product returned for inspection.

Returning a Product

Please contact us before posting anything back so we can provide return instructions. Include proof of purchase and the original packaging if you still have it. Original packaging is not required for a faulty-product or guarantee claim.

For an eligible 90-day guarantee claim, we’ll provide a prepaid return label if a return is required.

For other returns, we’ll explain any postage arrangements before you send the item. If a product is confirmed to be faulty or incorrectly supplied, we’ll cover reasonable return postage costs. If you have paid these costs, email your postage receipt to hello@twisthairware.com for reimbursement.

Refunds and Other Remedies

Approved claims under our 90-day guarantee receive a refund of the amount paid for the affected product.

For other product faults, we’ll provide the repair, replacement or refund required by Australian Consumer Law. Store credit may be offered if you prefer, but will not replace a refund you are entitled to receive.

We aim to process approved refunds within 5–10 business days, using the payment method used for the purchase. Your payment provider may take additional time to display the funds.

Original delivery charges are generally non-refundable, except where the product is faulty, incorrectly supplied or a refund is otherwise required by law.

Sale Items

Sale and clearance purchases cannot be returned for change of mind. Eligible products remain covered by our 90-day guarantee, and consumer rights continue to apply to all products.

Gift cards cannot be returned for change of mind or redeemed for cash, except where required by law.

Australian Consumer Law

Our 90-day guarantee provides benefits in addition to your other rights and remedies under Australian Consumer Law. Those rights may continue beyond 90 days and are not restricted by the exclusions in this policy.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.