Refund policy

Returns policy

1. Background

Three Six Five Pty Ltd (ACN 102 860 131) (we, us or our) supplies various goods, including hair care products. We want you to be completely satisfied with your purchase.
You should read this returns policy prior to making a purchase from us, so you are familiar with:
- our policy on refunds, returns and repairs; and
- your rights under the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth) (ACL).

When you buy, you should choose carefully. However, we will provide a full refund (excluding shipping costs) for full-priced goods for a change of mind if:
- your refund request is submitted within 7 days from the date the goods were delivered;
- you return the goods within 30 days from the date they were delivered;
- the goods are unused, in their original packaging and in the same condition that they were delivered (Saleable Condition);
- you are the original purchaser of the goods from us; and
- you provide proof of purchase of the goods (eg order number, receipt, invoice).
If 30 days has passed since your order was delivered, unfortunately, we will not offer you a refund for a change of mind.
We do not accept returns for a change of mind for sale items.

You must return the goods to 1/610 Lorimer Street, Port Melbourne, Victoria 3207
We will notify you by email that we have received the returned goods.
Within 5 Business Days of receipt of the returned goods, we will conduct an inspection and notify you:
- that your return for change of mind has been accepted or rejected; and
- if accepted, the total amount that will be refunded within 10 Business Days of the notification.
Business Day means a day that is not a Saturday, Sunday or gazetted public holiday in Melbourne, Victoria.

If you would like to return your goods for another product, we recommend that you make a separate order for your preferred product to ensure that you receive it.
We do not hold any products pending exchanges. If you prefer to receive an exchange through the claims procedures outlined in section 2 or section 8, we cannot guarantee that your preferred product will be available for exchange.

Subject to the Consumer Guarantees, certain goods that cannot be returned such as perishable goods, customised goods, or personal care products.
We do not accept any returns of gift cards.

Where the ACL applies, our goods come with guarantees that cannot be excluded under the ACL, including guarantees that the products will be of acceptable quality (Consumer Guarantees). The Consumer Guarantees are in addition to your right to obtain a refund for change of mind in accordance with section 2.
If the ACL applies, your entitlements include:
- your choice of a replacement or refund for a major failure (eg the product is unsafe); and
- our choice of a repair, refund or replacement if the goods fail to meet a Consumer Guarantee but the failure does not amount to a major failure; and
- compensation for any other reasonably foreseeable loss or damage.
Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

Subject to the ACL, we will arrange for the credit, refund, repair or replacement (at our discretion) of any defective goods or parts of goods directly purchased from us .
If we elect to replace the defective goods, we will replace the goods with the same type of goods or a comparable or close equivalent, taking into account features, quality, specifications and availability of the goods.
If we are unable to repair or replace the defective goods, we will provide you with credit for the value of the price paid for the goods, unless we are required to provide a refund under the ACL.

To claim a refund, credit or other remedy (other than for change of mind), the following additional conditions must be met:

you must have used, handled, installed, maintained and operated the goods in accordance with our instructions and, if applicable, the manufacturer’s instructions, in normal environmental conditions;
you must be the original purchaser of the goods from us;
you must provide proof of purchase of the goods (eg order number, receipt or invoice);
you must follow the claim procedure outlined in section 8 below; and
the goods must not have been subject to accident, neglect, abuse, abnormal use or stress (such as operating the goods in environments in excess of recommended temperatures, excessive switching cycles and operating hours), misuse, acts of God, improper installation or storage, fire, vandalism, extreme weather condition or other force majeure event.

You should follow the below steps to make a claim for refund or credit (other than for change of mind, which is dealt with at section 2.2 above):
- contact us at accountsteam@365salongroup.com within 7 days from the dates the goods are delivered;
- provide proof of purchase of the goods (eg order number, receipt or invoice); and
- provide reasonable details about the issues you are experiencing with the goods including satisfactory photo evidence of the damage to the goods.
We need to be satisfied:
- that the product is faulty;
- with the cause of the fault; and
- that the problem with the goods was not your fault.
We reserve the right to have returned goods assessed within a reasonable timeframe by the manufacturer to determine this, including whether the goods are defective or simply require some form of basic troubleshooting.
Where a product is damaged through misuse, accident or abnormal use, the ACL or any manufacturer’s warranty may not apply, and we may choose not to provide a refund, exchange or repair (if applicable).

Subject to section 9(b), our returns policy does not cover, and you are responsible for, the following:
- costs associated with return freight, transportation or delivery of the goods, unless expressly authorised by us at our discretion;
- service call fees for the defective goods;
- any physical damage to the goods that is not caused by us;
- damage to goods caused by misuse or negligence, whether accidental or intentional, including damage caused by failure to routinely maintain the goods;
- fair wear and tear, including rusting, corrosion or mould.
We may be required to pay some of the above costs under the ACL.
When you return goods to us, you do so at your own risk. If you are shipping goods, we encourage you to consider:
- using a trackable shipping service; and
- purchasing shipping insurance.

For any questions about our returns policy, please contact us on 1300 365 350, or at accountsteam@365salongroup.com.