SHIPPING AND RETURNS

Our Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and
Conditions of Sale. We reserve the right to change this Returns Policy at any time. This
Returns Policy was last updated on 01/05/2023.

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It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can
investigate.

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Before attempting to return an order you will need to contact our customer service team to
request a returns authorisation number. Without this number, it can be difficult to process
your return meaning the process may take longer.

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Please note that due to hygiene reasons certain items cannot be returned as unwanted or
change of mind. These categories include Feminine Care, Sexual Wellness, and Face Masks.

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Your statutory rights

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Our Returns Policy does not affect your statutory rights.

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Right to Cancel

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You have the right to cancel this contract within 120 days without giving a reason. The cancellation period will expire after 120 days from the day on which you acquire a third party other than the carrier and indicated by you acquiring physical possession of the
goods.

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To exercise the right to cancel, you must inform us of your decision to cancel this contract
by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent
by post). You may use the example model cancellation form below, but it is not obligatory.

Please ensure that the items you are returning are unopened and in any original packaging.
Unwanted goods need to be in pristine condition with any retail seals unbroken.

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Effects of Cancellation

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If you cancel this contract, we will reimburse to you all payments received from you,
including the cost of delivery (except for supplementary costs arising if you chose a type of
delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied
if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than:

(a)120 days after the day we receive back from you any goods supplied; or

(b)(if earlier) 120 days after the day you provide evidence that you have returned the goods;
or

(c)if there were no goods supplied, 120 days after the day on which we are informed about
your decision to cancel the contract.

We will make the reimbursement using the same means of payment as you used for the
initial transaction unless you have expressly agreed otherwise. In any event, you will not
incur any fees as a result of the reimbursement. You will have to bear the direct cost of
returning the goods.

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What should I do if I receive an incorrect item?

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We have high standards when it comes to packaging your order however mistakes, do occur
from time to time. Please accept our apologies if you have received an incorrect item. As
part of our customer objectives, we will do our utmost to resolve your query with speed,
ease, and with absolutely minimal inconvenience.

We will review each case individually when considering the return of the product; in some
cases, we may require further information such as pictures so we can choose the best
course of action. Our aim is to provide the best solution for you as quickly as possible.

What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that
problems may arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us
immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us through your account using the online message centre. Please attach
any pictures you have of the damage to the message. A member of our team will review the
details and offer the best resolution to resolve your query.

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How do I report a fault with my product?

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Please accept our apologies if you believe there is a fault with your item, we take all
complaints regarding the quality of our products seriously and we will need to investigate
the reported fault in more detail.

In order to do this we ask that you contact us through your account using the online
message center. Please provide details of the fault and where possible attach pictures to
your message.

If you are reporting a fault with a GHD product, please contact GHD directly by visiting the
following link: www.ghdhair.com/customer-care/returns.

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How do I arrange a return?

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Please contact our Customer Service team to arrange your return.

We will need to know your order number, the item you want to return, and the reason for
your return. Upon receipt of these details, we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.

Please package the item securely and ensure our returns form is included inside.

You will need to obtain proof of postage receipt when you send your item to us. Proof of
postage does not cost anything but without it, we may not be able to process your refund or
replacement in the rare event that your item is lost in transit.If you request a replacement
and the product is no longer available, we will process a refund back to the original account
used to purchase the item.

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Any item you have accepted and then returned is your responsibility until it reaches our
warehouse. Please, therefore, ensure that you send your item back to us using a delivery
service that insures you of the value of the goods.

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Returns Address

Online Returns
Shampoo Shop by Zarli

4/29 Moreton Bay rd
Capalaba Qld 4157

Will you refund my postage costs to return an item?

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We are more than happy to refund postage costs to return an item where the return is
required due to our error. For instance:

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- If we sent you the wrong item

- If the item is damaged or faulty

- Where you are returning a substitute item that you do not want to keep

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We will not refund postage costs to return items that are unwanted or no longer required.
These costs will need to be covered by you, again we recommend using a delivery service
that insures you for the value of the goods.

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We will not refund postage costs to return any item due to reported damage or fault where
no error was found in the testing process. Costs of posting the item back to you will depend
on the item and will be communicated to you after the testing process has been completed.

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Complaints

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If you are not satisfied with the way in which we have handled the return or replacement of
any item, we want to hear about this. Our aim is to resolve the matter for you and ask that
you please contact our customer service representatives through your Shampoo Shop by
Zarli account.