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Refund & Exchanges

Refunds & Exchanges

We at Platinum Lockz Hair Extensions & Supplies would like our customer to love their hair are much as we do.  So we have outlines a few key points when returning or exchanging your hair. All our hair extensions come in clear packaging so it's very simple to see the colour before opening.

All returns must be pre-authorised by Platinum Lockz Hair Extensions & Supplies within 14 days of delivery. Please complete the returns form at the bottom of this page, once completed you will receive an email with the returns authority number. Alternatively you can email us at
All orders returned to Platinum Lockz Hair Extensions & Supplies that are not in their original, brand-new condition and without the accompanying proof of purchase, shall be returned to the Customer at their own cost and no credit will be issued.

Return Process
Simply apply the following steps:
  1. Check that your product is in the original packaging and the Products have not been opened. The return postage is covered by the Customer, and Platinum Lockz will only credit the cost of the items returned after deducting the shipping cost, regardless of whether this cost was charged to the Customer or not.
  2. Fill out or email us if you would like a credit or to exchange your product
  3. Complete the form
  4. Wait for an email from Platinum Lockz with the authority to return number
  5. Post product back to Head Office -  93 Transmission Street, Mount Isa QLD 4825
  6. Post your item to Platinum Lockz Hair Extensions & Supplies - 93 Transmissions Street, Mount Isa QLD 4825.

Change of Mind
Change of mind we are happy to exchange or issue an in-store credit for unopened and unused hair, we do not offer refunds on Change of mind.

What happens once my Exchange or refunded is posted?

Platinum Lockz Head office will contact you to inform the progress of return once the product is received.

For good deemed to be faulty or that do not comply with our guarantee will be refunded within 7 business days.

Product exchanges/ credit notes will be handled within 7 business days.

As hair extensions are classed as “Human Products”, health and safety regulations restrict businesses from selling open/used packages.In the case of authorised returns, shipping costs are not refundable, and return shipping costs are at the Customer’s expense.

Platinum Lockz Hair Extensions & Supplies guarantees that its products are of high grade professional quality, this guarantee does not apply if the products are damaged because you did not follow the instructions set out in the Hair Care Guide or damaged as a result of normal wear and tear, bleaching, colouring or unreasonable use or neglect.

Should you believe that there is a  problem with any Platinum Lockz product, Platinum Lockz will request the Products be returned to our head office for assessment and testing. Once received we will contact you.
Maintenance and Care
Your Platinum Lockz Hair Extensions require maintenance with specially-formulated Haircare products, Our range of Platinum Lockz products are made especially for use with our Hair Extensions. We highly recommend you do not use other products and suggest you use the Platinum Lockz Hair Care Range. If using another product you acknowledge this is performed entirely at the Customer’s own risk.
Incorrect Shipments
If you have received an error in your order please contact us on 0421762800 or email us at so we can correct the mistake.

 For Full Terms and Conditions please refer to our Terms and Conditions page and also at the bottom of checkout.