Return Policy & Guide
Browse Hair Scissors
We understand the challenges of purchasing professional tools online without physically examining them. That's why we offer a comprehensive 30-day change of mind returns and exchanges policy following your delivery date.
Quick Summary
- 30-day return window from delivery date (must contact us to initiate the return within this timeframe).
- Customer pays return shipping to our Brisbane warehouse.
- Restocking fees apply based on condition: 0% (Pristine/Unopened), 15% (Excellent/Tested), 30% + $50 (Good/Slightly Used). See details below.
- RMA number required before shipping any return - email support@japanscissors.com.au.
- Original packaging and all accessories required.
- After 30 days: Change of mind returns are not accepted (warranty may apply for defects).
✂️ Before You Return: Is It Really Defective?
70% of "defective" scissors just need a 2-minute tension adjustment. Most new scissors from manufacturers require a slight adjustment before first use.
Common signs your scissors need adjustment (NOT defects):
- Pushing or pulling hair instead of cutting cleanly
- Hair folding between blades when trying to cut
- Blades feel too loose or too tight
- Not closing completely or opening too easily
- Uneven cutting or hair sliding off blades
Return Cost Responsibilities
Return Shipping Cost
The customer is responsible for all costs associated with return shipping. We do not provide prepaid return labels or cover return shipping expenses. You must arrange and pay for return shipping to our designated return address in Brisbane, Queensland.
Restocking & Service Fees
Professional scissors require rigorous inspection, cleaning, and sterilization upon return. A restocking fee will be deducted from your refund or store credit for all change of mind returns based on the condition:
| Condition | Definition | Fee |
|---|---|---|
| Pristine | Completely unused. Original packaging is sealed and intact. All accessories included. | 0% |
| Excellent (Tested) | Opened, but only minimally tested for fit/tension (e.g., 1-2 test passes on clean hair). No visible signs of wear. Requires light sterilization. All original packaging and accessories included. | 15% |
| Good (Slightly Used) | Signs of light usage (e.g., used for a few haircuts). Requires deep cleaning, sterilization, and professional inspection. Minor cosmetic imperfections or missing non-essential accessories (e.g., oil bottle). | 30% + $50 Service Fee |
| Unacceptable | Heavy use, damage, modifications, corrosion, or missing essential components. See the "Returns May Be Declined" section below. | Return Declined |
These fees help us ensure all products meet professional hygiene standards and can be resold when appropriate.
Returns Process (Step by Step)
- Contact Us Within 30 Days: Email support@japanscissors.com.au with your order number. Specify if you want a refund, store credit, or exchange.
- Receive RMA Authorisation: Our team will provide an RMA number and verify eligibility. We may request photos (blades closed and open) and packaging.
- Get Return Address: Once approved, we'll provide the return shipping address in Brisbane, Queensland.
- Ship Product Back: Package securely with ALL original contents, packaging, and accessories. Include RMA number on package. Customer pays shipping.
- Inspection: We assess product condition, packaging completeness, and all contents upon receipt.
- Resolution: Refunds to original payment method, or store credits/exchanges processed within 5-7 business days after inspection.
Eligibility Requirements
| Requirement | Details |
|---|---|
| Timeframe | Contact us within 30 days from delivery date shown on tracking |
| Authorisation | Must obtain RMA number before shipping return |
| Condition | Clean, undamaged, unused or lightly used (see condition definitions above) |
| Packaging | All original brand packaging must be intact and included |
| Contents | All accessories, manuals, documentation must be returned |
| Shipping | Customer pays all return shipping costs |
| Address | Brisbane, Queensland (provided upon authorisation) |
⚠️ Returns May Be Declined (Unacceptable Condition)
We reserve the right to decline any return, even within the 30-day window, if the product is in unacceptable condition. This includes but is not limited to:
- Commercial/Heavy Use: Evidence the product was used extensively or for professional/commercial purposes beyond light testing.
- Damage: Nicks, dents, scratches, or dull blades resulting from dropping, impact, misuse (e.g., cutting improper materials), or improper storage.
- Modification: Product has been sharpened, modified, engraved, or the tension system altered improperly.
- Corrosion/Chemical Damage: Rust, staining, or damage from exposure to harsh chemicals (e.g., improper sterilization solutions).
- Missing Essential Components: Missing the original brand case, tension key, or blade covers.
- Product is dirty, stained, or requires extensive cleaning or restoration beyond our standard service.
- The 30-day contact timeframe has passed.
- Return authorisation (RMA number) was not obtained prior to shipping.
If declined: We will either retain the product (no refund issued) or return it to you at your expense (your choice). All condition assessments, restocking fees, and return decisions are final and at our discretion. It is the customer's responsibility to ensure products are returned in acceptable condition.
⚙️ Common Issues That Are NOT Defects
These are normal and easily fixed with simple adjustments:
| Issue | Solution |
|---|---|
| Scissors feel loose or wobbly | Tighten the tension screw clockwise |
| Scissors feel tight or stiff | Loosen tension screw or apply scissor oil |
| Not cutting smoothly, pushing hair | Adjust tension and check blade alignment |
| Blades don't close completely | Tighten tension screw incrementally |
| Hair folding between blades | Tighten tension - blades are too loose |
📋 Important Notes
- After 30 days: Change of mind returns are NOT accepted. See warranty information below for manufacturer defects.
- Shipping Insurance: Route Shipping Protection and other insurance fees are non-refundable once shipped (service completed upon shipment).
- International Returns: For customers outside Australia, our customer service team will provide guidance on return procedures.
- Return Authorisation Required: You must obtain an RMA number before shipping any return. Contact support@japanscissors.com.au to receive authorisation.
- Customer Responsibility: It is your responsibility to ensure products are returned in acceptable condition with all original items and packaging.
Warranty Coverage for Product Defects
Change of mind returns are only available within 30 days. However, if your product has a manufacturer defect or fault, you may be covered under warranty regardless of when the issue appears.
| Type | Timeframe | Covers | Fees |
|---|---|---|---|
| Change of Mind | Within 30 days of delivery | Customer dissatisfaction, wrong size, changed mind | Customer pays shipping + restocking/service fees (0-30%+) |
| Warranty/Defect | Beyond 30 days (warranty period varies by manufacturer) | Manufacturing defects, faulty products, material failures | No restocking fee if defect confirmed |
Not covered under warranty: Fair wear and tear, misuse, failure to follow manufacturer instructions, chemical damage, improper maintenance, damage from improper sharpening, or damage to blade/tension adjuster from improper use.
Australian Consumer Law: Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the ACL. For more information, visit the ACCC website.
For warranty claims: Contact us at support@japanscissors.com.au with photos and a detailed description of the defect.
Contact & Support
Questions about our returns policy, need assistance with your return, or unsure whether your situation qualifies as a change of mind or warranty issue?
- Email: support@japanscissors.com.au
- Return Warehouse: Brisbane, Queensland (specific address provided upon return authorisation)