Refund & Customer Rights Policy

1. Overview

At Bijan Clinic, we supply high-quality hair-care and hair-restoration products. This policy explains your rights to a repair, replacement, or refund, and how we manage returns and complaints in compliance with the Australian Consumer Law (ACL).

2. Your Consumer Rights

Our products must:

• Be of acceptable quality — safe, durable, and free from major defects;
• Be fit for their intended purpose or any purpose you told us before purchase;
• Match the description and images on our website;
• Have spare parts and repair options available for a reasonable time.

If a product fails to meet these guarantees, you are entitled to a remedy — either a repair, replacement, or refund — depending on whether the issue is major or minor.

Major problems

You may choose a refund or replacement if the item is unsafe, substantially different to its description, cannot be used as intended and cannot be repaired in a reasonable time, or has a defect that would have prevented purchase if known.

Minor problems

We may repair the item within a reasonable time. If a repair isn’t possible, we’ll offer a replacement or refund.

3. What Is Not Covered

• Change of mind after purchase;
• Misuse, neglect, alteration, or failure to follow instructions;
• Damage occurring after delivery;
• Faults that were known or obvious before purchase.

4. Change-of-Mind Returns

We accept change-of-mind returns within 14 days of purchase if:

• The product is unopened, unused, and in its original packaging;
• Hygiene seals are intact (for topical/personal-care items);
• Proof of purchase is provided;
• The item is returned to our clinic or shipped back at your expense.

Refunds exclude original delivery fees. Returns that don’t meet these conditions may be declined.

5. Faulty Product Refunds, Repairs & Replacements

If you believe your product is faulty, please contact us with:

• Your name and order number;
• Description of the issue (photos if available);
• Proof of purchase.

Approved refunds are issued via your original payment method within 5–10 business days after inspection.

Return postage:

• For faulty goods, we will cover the return shipping cost.
• For change-of-mind returns, return shipping is your responsibility.

6. How to Lodge a Return or Complaint

1. Email us at info@bijanclinic.com.au or call 0450 347 491.
2. Provide order details, purchase date, and issue description.
3. We will confirm next steps and return details.
4. Once received, we’ll inspect the item and notify you of the outcome.

If you are not satisfied with our response, you may contact NSW Fair Trading or the ACCC.

7. Limitation of Liability

To the extent permitted by law, our liability is limited to the remedies set out in this policy. Nothing in this policy restricts your rights under the ACL.

8. Policy Updates

We may update this policy from time to time. The latest version will always be available at bijanclinic.com.au/refund-policy.

Contact Us

Bijan Clinic
1/6–14 Park Road, Auburn NSW 2144
📞 0450 347 491
📧 info@bijanclinic.com.au
🌐 www.bijanclinic.com.au