Return & Exchange Policy

Returns, Exchanges & Refunds

👉 Click HERE to download our Exchange Form

Do We Offer Refunds or Exchanges?
Yes — we're happy to offer returns or exchanges within 60 days of receiving your order on all unopened and unused OG Ponytail hair extensions.

Order cancellations: A 30% restocking fee applies to all cancelled orders, including change-of-mind cancellations. Once placed, your order is automatically allocated against incoming stock and secured within our production queue, including all Back Orders.

Refunds: A 10% processing and handling fee applies to approved refunds for returned unopened items.

Shipping: Shipping fees are non-refundable, and return postage is the customer’s responsibility.

Colour tester: The included colour tester is yours to keep, colour or tone to test your shade before opening your OG.

To be eligible, the security seal must remain fully intact, untampered with, and unbroken.

The OG Ponytail itself must not be opened, worn, tested, removed from its packaging, or altered in any way.

Important Hygiene & Inspection Notice

OG Ponytails are made from 100% real human hair and are classified as a hygiene product.

Once the security sticker is removed, broken, lifted, cut, or tampered with in any way, the item is considered used (similar to underwear or earrings) and cannot be returned or exchanged under any circumstances.

All returns and exchanges are subject to inspection upon arrival at our warehouse.
If our inspection finds any evidence of tampering, opening, wear, testing, or use, the item will be ineligible for refund or exchange, even if the product appears unused.

Refunds & Restocking Fee

For eligible, unopened OG Ponytails, we do offer refunds or order cancellations.

A 30% restocking fee applies to all refunds. This fee helps cover costs we still absorb, including:

✔ Original outbound shipping
✔ Picking & packing labour
✔ Materials & packaging
✔ Inspection & handling
✔ Banking & merchant fees
✔ Administration time

All refunds are processed minus the 30% restocking fee.

Thank you for your understanding — this policy allows us to maintain strict hygiene standards while keeping our products affordable and available 🤍

Exchanges (Standard Policy)

Each order is eligible for one (1) exchange only, provided:

✔ The OG Ponytail remains unopened
✔ The security sticker is fully intact and untampered
✔ The item passes inspection upon return

The first exchange is offered with no exchange fee.
Return shipping costs apply.

👉 Click HERE to download our Exchange Form

Additional Exchanges (By Request)

If you require more than one exchange on the same order, we may be able to accommodate this at our discretion, provided the OG Ponytail remains completely unopened, sealed, and passes inspection.

An additional exchange fee of $45 AUD per extra exchange will apply to cover inspection, handling, administration, and reprocessing costs.

Please contact sales@ogponytail.com.au before returning your item so approval can be arranged.

Can I Return or Exchange an Opened OG Ponytail?

No. Due to hygiene regulations, opened or tampered human hair extensions cannot be returned or exchanged.

Any item received with a removed, broken, lifted, or tampered security sticker — or showing signs of use after inspection — will be automatically rejected and returned to the sender.

If you’re unsure before opening your OG, please reach out — we’re always happy to help.

📧 sales@ogponytail.com.au

Return Shipping

Customers are responsible for return shipping costs.
We strongly recommend using a tracked shipping service, as OG Ponytail cannot be held responsible for lost return parcels.