Refund policy

Last updated: 06/05/2026

At Silk Professional, we take great care in preparing and packing your order. Due to the nature of our haircare and professional products, we do not accept returns or refunds for change of mind, incorrect product selection, or products that have been opened, used, or tampered with, unless required by Australian Consumer Law.

Damaged, faulty or leaking items

If your order arrives damaged, faulty, or leaking, please contact us within 7 days of receiving your order at info@silkprofessional.com.au.

To assess your claim, please include:

Your order number
Clear photos of the product
Clear photos of the packaging
A description of the issue
The date your order was received

Once your claim has been reviewed, we may offer a replacement, store credit, or refund depending on the nature of the issue and in accordance with Australian Consumer Law.

Please do not dispose of the product or packaging until your claim has been resolved, as we may require further information.

Change of mind

We do not offer refunds, returns, or exchanges for change of mind, including if:

You selected the wrong product
You no longer want the product
You found the product cheaper elsewhere
You ordered the incorrect quantity
You changed your mind after purchase

Opened or used products

For hygiene, safety, and quality control reasons, we cannot accept returns of products that have been opened, used, damaged after delivery, or not returned in their original condition, unless the product is faulty or otherwise required under Australian Consumer Law.

Professional use products

Some Silk Professional products are intended for professional use only. It is the responsibility of the purchaser to ensure the product is suitable for their intended use and that all instructions, safety directions, and professional application guidelines are followed.

Silk Professional is not responsible for results caused by incorrect application, misuse, improper storage, failure to follow instructions, or use by an untrained person.

Return shipping

If a return is approved, we will provide instructions on how and where to send your item.

Please do not send products back without contacting us first. Unapproved returns may not be accepted.

Where a product is confirmed to be faulty, damaged, or leaking due to an issue outside of your control, we will handle the matter in accordance with Australian Consumer Law.

Refund processing

If a refund is approved, it will be processed to the original payment method. Please allow time for your bank or payment provider to process the refund.

Shipping fees are non-refundable unless required under Australian Consumer Law.