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At Pure Ella Hair Extensions, we take the quality of our products very seriously and ensure that our hair is ethically sourced. As this is a natural product, natural imperfections may occur, and these should be considered when purchasing.

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We DO NOT offer refunds for change of mind, so please read the following Terms and Conditions carefully before making a purchase on our website.

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By making a purchase, you agree to the following Terms and Conditions.

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Returns

We do not offer refunds for any reason related to a ‘change of mind’ after the purchase has been made. This includes situations where the customer reconsiders their purchase, orders the wrong item, or decides not to use the product for personal reasons not associated with a product defect or an error on our part.

Refunds will only be issued where required under Australian Consumer Law in cases where the product is defective or not as described.

Please note, slight colour variations are not considered a defect, as each batch of our hair extensions is custom-made and may differ slightly due to the natural variation of the hair. Additionally, variations in colour may occur due to different computer screens and device settings.

By purchasing from us, you agree to the Terms of Service, which explain that these factors do not constitute a product defect.

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If a cancellation is requested, Pure Ella Team will assess this case by case and will need special approval before a refund can be issued. All cancellations will incur a transaction fee valued at 5% of the total order.

Cancellations of pre-orders, special orders, or custom-made items are not allowed. Due to the personalized nature of these products, once an order is placed, it cannot be cancelled, amended, or refunded for any reason. We strongly encourage you to review your order carefully before completing your purchase.

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Pure Ella Hair is not responsible for any shipping costs upon return shipment for cancellations. Any approved refund will only be issued once the hair has been returned to Pure Ella Hair Headquarters and assessed by our team. A refund (minus the 5% fee) will only be issued if the hair is deemed in its original condition with the security ties still intact.

For hygiene reasons: 

We cannot accept refunds for any hair that has been removed from its security ties.

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Cancellation after order

Please note that we do not allow amendments, changes, or cancellations once an order has been placed. We encourage you to carefully select your items before completing your purchase.

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Product defects and errors

If any faults or defects are found with any Pure Ella Hair product, we will replace the faulty item once the original product is returned by the customer. A refund in this case will only be eligible if the replacement product is unavailable. Defects refer to products that do not meet the description or specifications provided at the time of purchase. Variations in natural hair colour or texture that do not impact the performance of the product are not considered defects.

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​Hair Extension Longevity and Warranty​

Pure Ella Hair extensions are manufactured from premium, ethically sourced human hair. When used, maintained, and cared for in accordance with Pure Ella Hair aftercare guidelines, hair extensions generally last a minimum of three (3) months and may last significantly longer.

 

Based on extensive internal testing and long-term personal use, Pure Ella Hair has demonstrated that with correct care and maintenance, hair extensions may last up to three (3) years. This timeframe is provided as a guide only and does not constitute a guarantee.

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Factors Affecting Longevity

The lifespan of hair extensions varies between individuals and is influenced by factors outside of Pure Ella Hair’s control, including but not limited to:

 

• Frequency of wear and refitting

• Hair care routines and maintenance

• Products and tools used

• Heat styling and chemical exposure

• Lifestyle and environmental factors

• Compliance with provided aftercare instructions

 

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28-Day Hair Quality Warranty

Pure Ella Hair provides a twenty-eight (28) day warranty from the date of purchase for defects in the quality of the hair itself, where such defects constitute a manufacturing fault under Australian Consumer Law.

 

This warranty does not cover issues arising from normal wear and tear, incorrect care, failure to follow aftercare instructions, use of unsuitable products, excessive heat or chemical exposure, environmental damage, or changes in texture or colour over time.

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Extension Care & Product Guarantee

 

To maintain the integrity, longevity, & quality of your extensions, we highly recommend using the Pure Ella Shampoo, Conditioner, and Soft Touch Spray EXCLUSIVELY on your extensions.

 

Our products have been specifically formulated to protect the cuticle, preserve softness, and extend the life of the hair. Using alternative products may compromise the quality and performance of the extensions.

 

If Pure Ella products are not used on the extensions, we are unable to offer any guarantee on the hair.

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Customer Responsibility After 28 Days

After the 28-day warranty period has elapsed, Pure Ella Hair is no longer responsible for any faults or defects in the hair. Any concerns outside of the 28-day warranty and the responsibility for the ongoing care, maintenance, and condition of the hair extensions rests solely with the customer. We will always try to help with any queries, but no returns or exchanges will be processed outside of 28 days from purchase.

Variations in longevity or performance beyond this period are not considered a manufacturing fault.

 

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Acknowledgement

By purchasing Pure Ella Hair extensions, the customer acknowledges that hair extensions are a consumable product and that longevity outcomes vary based on individual care, usage, and external factors.

In the unlikely event that you receive a product that is faulty or defective, please contact us within 7 days of receiving your order, and we will do our best to swiftly resolve the issue. Please provide us with your order number and a description of the issue, along with any relevant photo or video evidence. Email us at pureellahair@gmail.com.

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You will receive instructions to return the items to us, and all instructions must be followed to ensure your return is correctly processed. To maintain eligibility for your return, customers must provide tracking information confirming the shipment has been made within 14 days of initiating the return process. Failure to do so will result in forfeiture of warranty coverage.

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Exchanges

We understand that choosing the right colour for your hair extensions can be difficult, which is why we offer an exchange policy. To be eligible for an exchange, the hair must be unused and in its original condition with the security ties still intact.

For hygiene reasons, we cannot accept any hair that has been removed from its security ties.

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The exchange request must be initiated within 3 days of receiving your order, and customers will be responsible for all shipping costs associated with the exchange, including returning their parcel and receiving their new one. Once the exchange has been processed, an invoice for exchange shipping costs will be sent to the customer and requires payment before their new colour is sent out.

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To initiate an exchange, email us at pureellahair@gmail.com and provide us with your order number, and your concern with the hair colour. You will be given instructions to return the hair to us, and once we have received your return parcel, we will process your exchange and send out your new shade.

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Please note that all emailed instructions must be followed exactly, and failure to provide the relevant tracking details for your return hair may result in a void of warranty and exchange. Pure Ella Hair is not responsible for any lost hair in transit or any items sent to the incorrect return address.

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Lost or damaged packages

Pure Ella Hair is not responsible for packages that are lost or damaged during transit. Once the package is handed over to the postal service, it is the customer’s responsibility to monitor the shipment. We will assist in the investigation process with the courier service, but ultimately, it is the customer’s responsibility to follow up with their local postal service if an issue arises.

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If an incorrect address is provided at checkout, Pure Ella Hair will not be held liable for any losses, and the customer will not be eligible for a refund or replacement. We encourage customers to double-check their shipping details before completing their purchase to ensure a smooth delivery process.

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Unclaimed packages

If a package is unclaimed by the customer due to non-acceptance or non-retrieval and subsequently returned to us, the customer will not be eligible for a refund. In such cases, we may consider re-sending the package to the customer upon collection of additional shipping fees or offer a refund for the cost of the items only, minus the relevant shipping fees. This refund would also incur the 10% restocking fee required for all refunds as stated above.

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Exclusion of liability for hair loss, scalp pain, redness, soreness, or allergy

Pure Ella Hair will not be liable for any hair loss, scalp pain, redness, soreness, or allergic reactions resulting from the use of our extensions. Customers acknowledge that individual reactions to any products may vary, and our company disclaims any liability for such reactions. It is the customer's responsibility to perform a patch test, follow application instructions diligently, and seek professional or medical assistance if needed. By purchasing our product, the customer agrees to release our company, its affiliates, employees, and suppliers from any claims related to hair loss, scalp pain, redness, soreness, or allergic reaction.

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When would my order not be suitable for return/exchange?

• If you have released the security ties holding the extensions together. Place your natural hair over the top of the bundle to check the colour blends seamlessly; do not untie the extensions if you wish to be eligible for an exchange.

• If you wash, colour, cut, or tamper with the hair in any way that cannot be reverted back to its original condition.

• If you use products outside of the Pure Ella Hair recommended hair care range, or ingredients specified not to be used on the extensions.

• If you have had a ‘change of mind.'

• If it has been more than 3 days in the case of exchanges, and 14 days in the case of returns, since receiving your order.

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International orders and duties

International customers are responsible for any customs duties, taxes, or fees that may apply to their shipment. These are not included in our prices and must be paid by the customer upon delivery.

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Contact us

Should you have any inquiries or concerns regarding our refund and exchanges policy, or any other matter related to your purchase, please do not hesitate to contact our support team at pureellahair@gmail.com.