Refund policy

Returns & Refunds Policy

At Cacatu, we want every family to love their purchase. That's why we offer our 100% Happy Hair Guarantee, giving you peace of mind when trying our products.

100% Happy Hair Guarantee

Try Cacatu for 30 days. If you or your little one aren't completely happy with your purchase, simply contact us within 30 days of receiving your order, and we'll happily refund your purchase.

Our 100% Happy Hair Guarantee applies to purchases made directly through the Cacatu website (www.cacatu.com.au).

To request a refund under our Happy Hair Guarantee, simply email hello@cacatu.com.au with your order number.

Change of Mind Returns

If you've changed your mind, we accept returns of unused and unopened products within 30 days of receiving your order.

To be eligible for a return:

  • The product must be unused and unopened.

  • It must be in its original packaging.

  • You must provide proof of purchase.

Customers are responsible for the cost of return shipping for change of mind returns.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival. If your item is damaged, faulty, or you've received the wrong product, contact us as soon as possible at hello@cacatu.com.au with your order number and photos of the issue.

We'll assess the situation promptly and arrange a replacement or full refund at no additional cost to you.

How to Request a Return or Refund

To request a return or refund, simply email hello@cacatu.com.au with your order number and details of your request.

If your request is approved, we'll provide you with the next steps, including return instructions if required.

Please do not send products back without contacting us first, as they may not be accepted.

Non-Returnable Items

The following items cannot be returned:

  • Gift cards

  • Sale or clearance items (unless faulty)

  • Products that have been intentionally damaged or misused

Exchanges

We do not offer direct exchanges. If you'd like a different product, simply place a new order through our website.

Refunds

Once your refund has been approved, it will be processed to your original payment method within 10 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

If more than 15 business days have passed since your refund was approved, please contact us at hello@cacatu.com.au.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major fault or does not meet the consumer guarantees under Australian law, you may be entitled to a repair, replacement, or refund.