Returns & Exchange

We want you to love your Phil purchase. If it's not quite right, you can request a return or exchange within 30 days of receiving your order.

To be eligible for a return or exchange, items must be:

• Unused and unworn
• In their original condition
• Returned in their original packaging

Unfortunately, we are unable to accept returns or exchanges requested more than 30 days after the delivery date.

Choosing the perfect shade online can be tricky, which is why we offer a free 30-day shade re-match service on eligible hair products. If your shade isn't quite right, simply contact us within 30 days of receiving your order and we'll help find a better match.

To request a shade re-match, email hello@philyourhair.com with:

• Your order number
• A photo of your natural hair in natural lighting
• A photo of the Phil product you received

Our shade-matching team will personally review your photos and recommend the most suitable shade.

At Phil, we're committed to helping you achieve a seamless, natural-looking blend and shop with confidence.

Step 1: Contact Us

We've made our returns process as simple and stress-free as possible.

1. Email hello@philyourhair.com within 30 days of delivery with:

• Your order number
• Reason for return or exchange
• A photo of the item if it is damaged, faulty, or incorrect

Step 2: Receive Your Return Instructions

Our team will review your request and respond within 1 business day with:

• A return authorisation
• A prepaid return label for Australian orders (where applicable)
• Return instructions for international orders

Step 3: Return Your Item

Carefully package your item in its original packaging and send it back to our Sydney warehouse using the instructions provided.

Step 4: Refund or Exchange

Once your return has been received and inspected, we'll process your refund, exchange, or store credit within 3 business days.

We'll keep you updated throughout the process and notify you as soon as your return has been completed.

We accept returns and exchanges on eligible items within 30 days of delivery, provided the product is:

• Unused and unworn
• In its original condition
• Returned in its original packaging

Faulty or Defective Products

If your Phil product arrives damaged or develops a manufacturing fault, we'll gladly offer a replacement, repair, or refund in accordance with your rights under Australian Consumer Law.

This applies even if the issue is identified after the standard 30-day return period.

Wrong Shade? We've Got You Covered

Choosing a shade online can be difficult, which is why we offer a Free 30-Day Shade Re-Match Service.

If your shade isn't quite right, contact our team and we'll help you find a better match.

Items Not Eligible for Return

For hygiene and quality assurance reasons, we cannot accept returns on products that have been:

• Opened or used products
• Dyed or coloured
• Heat styled
• Damaged through misuse or improper care

This does not affect your rights under Australian Consumer Law if the product is faulty, defective, or not as described.

Once your return has been received and approved, your refund will be processed to the original payment method used at checkout.

Please allow 3–5 business days for the funds to appear in your account after the refund has been issued, depending on your financial institution.

Standard Returns

For change-of-mind returns, approved refunds will include the purchase price of the returned item(s), excluding any original shipping charges paid at the time of purchase.

Faulty, Incorrect or Damaged Items

If your return is the result of:

• A faulty or defective product
• An incorrect item sent by PHIL
• An item damaged in transit

You will receive a full refund, including any original shipping costs associated with your order.

If you have any questions regarding your refund status, please contact our team at hello@philyourhair.com and we'll be happy to assist.

Need a different length or shade? Two ways:

• Free shade re-match (preferred — see above).
• Standard exchange — return the unused piece, we'll ship the replacement once we receive it. You pay outbound shipping on the new piece (free over $99 AUD).

We're proud to ship Phil all over the world.

If you're returning an item from outside Australia, you'll be responsible for the cost of shipping it back to our Sydney warehouse unless the item arrived faulty, damaged, or incorrect.

We recommend using a tracked shipping service, as we can't be responsible for parcels lost in transit.

Once your return arrives and has been inspected, we'll process your refund or exchange just like any Australian return.

Please note that any customs duties, import taxes, handling fees, or other charges paid to your local customs authority can't be refunded by Phil. If you'd like to enquire about a refund of these charges, you'll need to contact your local customs office directly.

Need a hand? Just email us at hello@philyourhair.com and our team will be happy to help.

Changed your mind? No worries.

If you've just placed an order, please email us at hello@philyourhair.com as soon as possible and we'll do our best to help.

We're able to cancel and refund orders that haven't yet been processed or dispatched. To give us the best chance of catching it in time, we recommend getting in touch within 1 hour of placing your order.

Once an order has entered our fulfilment process, we may no longer be able to make changes or cancel it.

If your order has already been dispatched, our Returns & Exchanges Policy will apply.

Our Returns & Exchanges Policy is provided in addition to your rights under the Australian Consumer Law (ACL).

Nothing in this policy is intended to exclude, restrict, or modify any consumer rights, guarantees, warranties, or remedies that cannot legally be excluded under Australian law.

If a Phil product is faulty, not of acceptable quality, not fit for its intended purpose, or does not match its description, you may be entitled to a repair, replacement, refund, or other remedy in accordance with your rights under the Australian Consumer Law.

For further information about your consumer rights, please visit the Australian Competition and Consumer Commission (ACCC) website or contact our team at hello@philyourhair.com.