Terms & Conditions

By placing an order with The HairPhysio, (The HairPhysio is a trading name of The Electric Trust Australia ABN 29 833 838 379) you accept the following Terms and Conditions.

This page contains answers to:
How quickly are orders turned around
Who is used for shipping our products
Whether customers can track their shipment
What are our shipping rates and delivery times
Which countries do we ship to
Whether someone needs to be present to sign for/receive deliveries
What happens if an ordered item is out of stock
What happens to lost items
Import/export considerations
Our policy in relation to privacy


Orders on items in stock are normally shipped within 48 hours Monday – Friday 9 am – 4 pm of payment being received. We do not ship during weekends or holidays.

Note: Occasionally items labeled ‘In stock’ may actually be out of stock because of inventory sold in the clinic. We do our best to manually keep inventory checks up to date. If the item is not in stock within 48 hours we will notify you.

Note: Any fraudulent high-risk orders will be held until our team investigates. Please make sure your billing and shipping information are 100% correct and match the card you wish to use.

Carriers & Order Tracking

Orders under $150 are despatched via Australia Post 'Parcel Post' at a price indicated at Checkout.

Orders over $150 are despatched via Australia Post 'Parcel Post' for no charge.

Australia Post ‘Parcel Post’ takes 2 – 6 working days (Australia Post usually delivers in 2 – 3 days in Metropolitan Areas, but it can take longer in more rural areas). You will get a shipping confirmation once shipped. This will include an Australia Post Tracking Number.

If you wish to you can choose Australia Post's Express Shipping option at Checkout at a price indicated in Checkout on any order.

(Please note: Theradome Orders. We automatically add 'Signed For' on these product orders, as they must be signed for on delivery. We may sometimes use Team Global Express for shipping at the same price as Australia Post but these will also require signing for.)

Please double-check that your address is correct.

We are not responsible for products lost, damaged, or misdelivered by carriers once despatched, but will do our utmost to assist in recovering the item or seeking compensation.

All orders MUST be shipped to the delivery address on your order. We cannot change the shipping address in your transaction to any other address after purchase. It is your responsibility to make sure your information is accurate when placing an order. Any mailing address mistakes on your part are not the responsibility of The Hairphysio.

Undelivered Items

We will assist our customers to the best of our ability to get your package found. We are not responsible for lost or stolen items as well as addresses that are incorrect. You will have to file a claim with the carrier and we will assist. It is important you verify all information before placing your order.

Shipping Rates

The rate charged for the shipping of your order is based on the weight of your products and your location. Before the final Checkout page, you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to.

Shipping Locations

We only ship to locations in Australia via the website. We sometimes make exceptions by special communication. If you are outside of Australia please email info@thehairphysio.com.au

Note: Customs fees/taxes
All packages imported to your country may be subject to customs, taxes, or other fees. You are responsible for all applicable customs, duties, taxes, and fees charged by your government.

Back Orders

If an item goes on back order we will ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.

Refunds, Returns, and Exchanges Policy

Refund Fees

All items are subject to a 10% restocking fee, which will be deducted from your refund. We also do not refund the original shipping and handling that you paid for the order.

Some items can not be returned if they have been opened for health, safety, and potential contamination reasons. These include supplements and hair treatments.

Appointment Cancellation Fees

If you make an online booking for a consultation, you will be asked to pay a 50% deposit. This deposit is refundable up to 48 hours before your appointment. Cancellation or rearranging a booking can be done by phone or email (info@thehairphysio.com.au).

How To Return An Item

Your item must be in its original unused condition to be returned unless there is a manufacturer defect. You must return the item within 30 days of your purchase.

1. Please email info@thehairphysio.com.au to request a refund and we will assign you a tracking #.

2. If accepted, mail your returned item to:
The HairPhysio
Returns Department
Tracking #
Suite 15, 15 Rosslyn Street
West Leederville

3. Include in your package a signed letter stating the reason for your return and the original receipt.

Payment Policy

Accepted Methods of Payment

Credit Card (Visa, Master Card, American Express, Discover)
Bank Transfer (BACS)

Credit Card Charges

Your credit card will be charged when you place your order. If we are not able to fulfill your order for any reason your credit card will be refunded.

Privacy Policy

This policy covers how we use your personal information. We take your privacy SERIOUSLY and will take all measures to protect your personal information.

What Information Do We Collect?

We only collect information that we need that is related to your order. This includes:
Billing Address
Shipping Address
Email Address

In addition, we also collect information on your IP address, browser type, and Refer URL data. We use this data to prevent hacking attempts, help us know what web browsers people are using, and find out where our visitors are coming from so that we can improve our marketing.

How Is My Information Used?

Your information is only used to fill your order. We do not sell or redistribute your information to ANYONE.

Security and Storage

Only your order data billing, shipping, and order contents data are stored on our server. This information is encrypted using a Secure Sockets Layer before it is transmitted over a web server. We do not store your Credit Card data.

Cookies and Browser Information

Cookies are small files that reside on your computer and allow us to recognise you on your next visit or store your shopping cart contents. We use them only to track this information.

Medical Disclaimer

Any material or information provided on this website is for information purposes only and is not intended to replace medical advice or be a treatment for any medical condition of any kind. Whilst all reasonable steps have been taken to ensure the accuracy of information provided within this website, The HairPhysio cannot itself verify the findings and materials that are produced by third parties and included within this website. We encourage you to consult a healthcare professional if you have any concerns about your health, or before starting any health or nutritional-related treatment or hair care product of any kind, or for any questions you may have regarding your own or any other party’s medical condition.

Product Disclaimer:

With respect to products sold on the site, The HairPhysio makes no representations or warranties, either expressed or implied, of any kind, except as expressly stated herein. In no event shall The HairPhysio, its directors, officers, employees, and representatives be liable for any direct, indirect, consequential, special, exemplary, or other damages related to any goods or products product sold.

The HairPhysio aims to include in the products list up-to-date pictures of the goods, supplements, or hair products found on its website www.TheHairPhysio.com.au. At times, the picture of the goods, supplements, or hair products on the product list may differ from the goods actually supplied to you. The HairPhysio does not warrant the accuracy of the information contained in the product list and recommends that you read the labels on any items, products, or goods very carefully and seek independent, professional medical advice before making any purchase or before consuming or using any goods or products that may be contained within this website.

Pricing Policy:

The HairPhysio is carefully monitored by our staff to provide customers with competitive pricing. Product prices are dynamically updated by our in-house purchasing system when price changes are received from our suppliers. If suppliers have not notified us of a price increase before ordering we will notify you before processing the order. If you decide not to proceed we will refund your costs. All of our prices are in Australian Dollars (AUD) and are inclusive of GST (Goods and Services Tax).


This Agreement, its Terms and Conditions, and the use of this site shall be governed by the laws in existence in Australia. You agree that any claim relating to the Site and our service can only be dealt with in a court in the state of WA, Australia.

Last updated 23 October 2023