Replacement Policy

Replacement Policy – Hair & Beauty Products

Overview

At Alpha Hair & beauty Ltd., we take reasonable care to ensure all hair and beauty products are dispatched in perfect condition. This replacement policy applies for 15 days from the date of delivery. Requests submitted beyond this timeframe will not be accepted.

This policy operates in addition to, and does not exclude, your rights under applicable New Zealand and Australian Consumer Laws.

Eligibility for Replacement

A replacement may be approved only where the product:

• Is damaged, defective, or incorrectly supplied at the time of delivery

• Is unused, unopened, and unaltered

• Is returned in its original packaging, with all seals, labels, and components intact

• Is supported by a valid proof of purchase

Mandatory Unboxing Video (Strict Requirement)

To validate any replacement request, a clear, continuous, and unedited unboxing video is mandatory.

The unboxing video must:

• Begin before opening the courier package

• Clearly show the shipping label, outer box condition, and product inside

• Remain uninterrupted from start to finish

❗ Replacement requests submitted without a valid unboxing video will be declined, without exception.

Advisory on Crushed or Damaged Packages

If the shipping box appears crushed, torn, leaking, or visibly damaged due to courier mishandling, customers are strongly advised not to open the package.

In such cases, customers should:

• Record a video of the damaged outer package

• Refuse delivery where possible or report it immediately

• Contact our support team at admin@alphahairandbeauty.com

Opening a visibly damaged package without prior documentation may invalidate the replacement claim.

Non-Eligible Replacement Scenarios

Replacement requests will not be accepted if:

• Raised after 15 days of delivery

• The product has been used, opened, tested, or tampered with

• Damage results from customer handling, misuse, storage, or negligence

• The claim is based on personal preference or dissatisfaction (including fragrance, texture, results, or suitability)

• The unboxing video is missing, unclear, incomplete, or edited

Replacement Request Process

1. Contact us at admin@alphahairandbeauty.com within 48 hours of delivery

2. Submit the mandatory unboxing video and clear product images

3. Our team will assess the claim and notify you of approval or rejection

If approved, the replacement will be dispatched within 7–10 business days after the returned product is received from the customer’s end, subject to product availability.

Shipping & Handling

• Where a replacement is approved due to verified transit damage, defect, or incorrect item, shipping costs will be borne by us

• Delivery timelines may vary based on customer location and courier availability

Consumer Law Notice (NZ & Australia)

Nothing in this policy limits or excludes rights available to consumers under the New Zealand Consumer Guarantees Act or the Australian Consumer Law. Where a product is deemed to have a major fault, remedies will be provided as required by law.

Need Assistance?

For replacement-related support, please contact:
📧admin@alphahairandbeauty.com