Refund policy

Last updated: October 10, 2026

At FreedomScalp, we want you to be happy with your purchase. If there is an issue with your order, please contact us and we'll do our best to help.

Returns

We accept return requests within 30 days of delivery.

To request a return, email us at freedomscalp1@gmail.com with your order number. You're welcome to tell us the reason for your return, but you don't have to.

You can also access your order information through your FreedomScalp customer account.

Please do not return or mail an item before contacting us and receiving return instructions. Returns sent without prior approval may not be accepted, except where applicable law provides otherwise.

To be eligible for a change-of-mind return, the item must:

• Be in its original condition and packaging, where applicable.

• Include proof of purchase or your order number.

You may open and inspect an item to check it, but please don't use it beyond that. We may reduce a refund where an item has lost value because it was handled or used beyond what was needed to check it, where permitted by law.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or incorrect, contact us as soon as possible at freedomscalp1@gmail.com.

Please include:

• Your order number.

• A description of the issue.

• Clear photos and, where appropriate, a video showing the problem.

We may request additional information where reasonably necessary to assess your claim. However, providing photographs or videos is not an absolute requirement for exercising your statutory consumer rights.

Where applicable, we will arrange an appropriate remedy, which may include a replacement, refund, repair, or another remedy available under applicable consumer law.

Where we are legally responsible for a faulty, damaged, or incorrectly supplied product, we will cover reasonable return shipping costs as required by applicable law.

Change of Mind

If you change your mind about your purchase, you may request a return within 30 days of delivery, provided the item meets the return requirements above.

Change-of-mind returns must be approved by FreedomScalp before being sent, except where applicable statutory withdrawal rights provide otherwise.

Return shipping costs for change-of-mind returns are the responsibility of the customer, unless applicable law requires otherwise.

Please keep proof of postage until your return has been received.

Refunds

Once your return or refund request has been assessed, we will let you know whether it has been approved and provide any necessary next steps.

Where a physical return is required, we will provide you with return instructions. Please contact FreedomScalp before sending products to ensure they are returned to the correct address.

For approved change-of-mind returns, refunds will generally be issued to your original payment method within 14 days of approval, subject to receiving the returned item or proof of postage where applicable.

For returns covered by statutory consumer rights, refunds will be processed within the timeframe required by applicable law.

Where required by law, including for eligible EU withdrawals, refunds include the price of the returned items and the standard outbound delivery cost. Additional charges for express or upgraded delivery are generally non-refundable unless required by law.

Please allow additional time for your bank, card issuer, or payment provider to process and display the refund after it has been issued.

Items That Cannot Be Returned

For health and hygiene reasons, sealed products that are not suitable for return due to health protection or hygiene reasons may be excluded from change-of-mind returns once unsealed, where permitted by applicable law.

Products clearly identified as non-returnable on their product page may also be excluded from our voluntary change-of-mind return policy.

These exclusions do not limit any rights you may have where a product is faulty, damaged, unsafe, incorrectly supplied, or otherwise covered by applicable consumer protection laws.

Order Cancellations

If you need to cancel or change an order, contact us as soon as possible at freedomscalp1@gmail.com with your order number.

We will try to accommodate cancellation requests where possible. However, we cannot guarantee that an order can be cancelled or changed once it has entered processing or has been shipped.

If an order has already been shipped, our normal returns process may apply.

Customers in the European Union have additional statutory withdrawal rights, set out under Customers in the European Union below.

Delivery Issues

Customers are responsible for providing complete and accurate shipping information when placing an order.

If you believe your order has been lost or has not arrived within the expected delivery timeframe, please contact us at freedomscalp1@gmail.com with your order number so we can investigate.

If tracking information shows that a package has been delivered but you have not received it, we may ask you to check with household members, neighbours, the carrier, or your local post office and may request additional information to assist with the investigation.

These steps do not remove any responsibility FreedomScalp may have for delivery under applicable consumer law.

International Orders

FreedomScalp ships to selected international destinations.

Depending on the destination, customs duties, import taxes, or other charges may apply. Where these charges are not included at checkout, they may be the responsibility of the recipient, subject to applicable law.

Customers in the European Union

If you are a consumer in the European Union, you generally have a statutory right to withdraw from an eligible distance purchase within 14 days of receiving your order, without giving a reason.

If your order arrives in multiple deliveries, the statutory withdrawal period generally begins when you receive the final item.

FreedomScalp also offers a voluntary 30-day change-of-mind return period, subject to the conditions of this policy. This additional return period does not reduce your statutory EU withdrawal rights.

How to Withdraw

To exercise your statutory right of withdrawal, email freedomscalp1@gmail.com with a clear statement that you wish to withdraw from your purchase.

Please include your order number so we can identify your purchase.

You do not need to provide a reason.

You may also view your order information through your FreedomScalp customer account.

Your withdrawal request must be communicated before the applicable withdrawal period expires.

Returning Your Items

After notifying us of your withdrawal, you have a further 14 days to send the items back.

Please contact us for the correct return address and instructions.

You are responsible for the direct cost of returning the items unless otherwise agreed or required by law.

You may inspect the items to establish their nature, characteristics, and functioning. However, you may be responsible for any diminished value resulting from handling beyond what is necessary for that purpose.

EU Refunds

If you exercise your statutory right of withdrawal, we will reimburse eligible payments received from you, including the standard outbound delivery cost.

We are not required to reimburse additional delivery costs resulting from your choice of a more expensive delivery method than our least expensive standard delivery option.

Refunds will be issued without undue delay and no later than 14 days after we are informed of your decision to withdraw.

For goods, we may withhold reimbursement until we have received the returned items or you have supplied evidence of having sent them back, whichever occurs first.

Refunds will generally be issued using the original payment method, unless you expressly agree otherwise.

EU Withdrawal Exceptions

Certain purchases may be exempt from the statutory right of withdrawal, including:

• Goods made to your specifications or clearly personalised.

• Sealed goods that are not suitable for return for health protection or hygiene reasons and were unsealed after delivery.

• Other categories expressly exempt under applicable EU consumer law.

These exceptions apply only where the relevant legal requirements are satisfied.

Cancelling Before Shipment

If your order has not yet shipped, contact us as soon as possible to request cancellation.

We will attempt to cancel it before dispatch. Your statutory withdrawal rights remain available where applicable, including when an order has already entered processing or has been shipped.

EU Model Withdrawal Form

You may use the following form to notify us of your decision to withdraw, although using this form is not mandatory.

To: FreedomScalp
Email: freedomscalp1@gmail.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number:

Ordered on / received on:

Customer name:

Customer address:

Date:

Late or Missing Refunds

If we have confirmed that a refund has been issued but you have not received it, please first allow sufficient processing time and check with your bank, card issuer, or payment provider.

If you still cannot locate your refund after the applicable processing period, contact us at freedomscalp1@gmail.com.

Your Consumer Rights

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that cannot lawfully be excluded under applicable consumer protection laws.

For customers in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Customers in other countries may have additional mandatory consumer rights under their local laws.

Contact Us

For questions, return requests, or refund enquiries, please email freedomscalp1@gmail.com.

We aim to reply within 24 hours.

Business name: FreedomScalp
Address: 38 Yeomans Rd, Armidale, NSW 2350, Australia
Email: freedomscalp1@gmail.com
Customer accounts: https://account.freedomscalp.com