Refund policy
Refunds and Returns Policy
Effective Date: July 13, 2026
Thank you for shopping with Jacob Muller. We are committed to providing high-quality haircare products. This policy outlines our approach to refunds and returns, in compliance with Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act (CGA).
1. No Refunds for Change of Mind
Please choose carefully. We do not offer refunds or exchanges if you simply change your mind, make a wrong selection, or find the product cheaper elsewhere. This policy applies to both opened and unopened products [1, 3, 4].
2. Australian Consumer Law (ACL)
Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure [1, 2].
A major failure occurs when:
• The product is significantly different from the sample or description.
• The product is substantially unfit for its normal purpose and cannot be easily fixed within a reasonable time.
• The product is substantially unfit for a specific purpose that you made known to us before purchase and cannot easily be fixed within a reasonable time.
• The product is unsafe.
If the failure is minor, we may choose to repair the goods, replace them, or offer a refund [2].
3. New Zealand Consumer Guarantees Act (CGA)
Under the New Zealand Consumer Guarantees Act 1993, our products come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure [3].
A major failure under the CGA includes situations where:
• The product is substantially unfit for a purpose for which products of that type are commonly supplied.
• The product is not of acceptable quality.
• The product is unsafe.
For minor failures, we will choose to repair, replace, or refund the product [3].
4. How to Initiate a Return for Faulty or Damaged Products
If you believe a product you have purchased from us is faulty, damaged, or not as described, please contact us immediately. You must notify us within 10 days of receiving the item or discovering the issue. We may require you to provide evidence of the fault or damage.
To initiate a return, please follow these steps:
1. Contact our customer support team at jacob@jacobmullerhair.com.
2. Provide your order number, a description of the issue, and photographic evidence if applicable.
3. Our team will guide you through the return process, including instructions on how to send the product back to us.
5. Conditions for Returns
• Proof of Purchase: All returns must be accompanied by valid proof of purchase (e.g., order confirmation, receipt).
• Product Condition: Products must be returned in their original packaging where possible. We reserve the right to assess the returned product to determine the nature of the fault or damage.
• Shipping Costs: If a product is deemed to have a major failure, we will cover the reasonable costs of returning the product to us. For minor failures, shipping costs may be at your expense.
6. Contact Us
For any questions regarding our Refunds and Returns Policy, please contact us at:
Email: jacob@jacobmullerhair.com