Terms & policies

By using our salons or eCommerce store, you agree to these terms. Services and purchases are governed by our cancellation and refund policy.

To ensure we deliver the best possible service tailored to your needs, it is essential that you provide complete and accurate information during your consultation and on the consult form. This includes details about your hair history, current condition, previous treatments, colour services, any relevant conditions, medications, treatments or surgeries, and any allergies or sensitivities. 

Accurate information helps our stylists select the most suitable products, techniques, and processes to achieve your desired result safely and effectively. Failure to disclose relevant details may impact the outcome of your service and could increase the risk of adverse reactions. By agreeing to these terms, you confirm that all information provided is true and complete to the best of your knowledge. 

Our stylists will provide a personalised quote for your service during your consultation and will recommend the pricing required to achieve the best result. If you choose not to proceed with the best result option, your stylist will show you an alternative inspiration image based on what they think can be realistically achieved. On your agreement of the adjusted services and quote the services will then commence. They will also recommend the appropriate home care to ensure your hair can be maintained at home. 

You acknowledge that each stylist may use different techniques based on their training and experience, and as a result, quotations may vary between salons. Additional costs may apply for hair length or any extra services required. Pricing is subject to change at any time without notice on our website or in our booking system. It is the guests responsibility at the time of consultaion to bring up any queries they may have regarding the quote.  

At Stefan, we value your time and appreciate your trust in us. To ensure we can provide the best service to all our guests, we have the following cancellation policy in place. 

For any changes to your booking, please contact us directly on (07) 3840 0000 or emailing customercare@stefan.com.au 

Cancel or reschedule up to 24 hours before your appointment without charge. Late cancellations or no-shows may incur a fee of up to 50% of the service cost.

• Guests with repeated no-shows may be flagged, required to pay a deposit for future appointments, or restricted from making advance bookings.

• Our Salon Support and Concierge team make every effort to confirm and accommodate appointments. If we are unable to confirm your appointment, we reserve the right to add your appointment to our waiting list and will be in contact with you before doing so. 
• We will make every effort to accommodate late arrivals, but we cannot guarantee completeness of the service that has been booked. 

If you are experiencing any symptoms of illness, we ask that you notify us as soon as possible to reschedule your appointment. For any changes to your booking, please contact us directly on (07) 3840 0000.

At Stefan Hair, we strive to provide the highest standard of care and professionalism. Please note:

• Colour & lightening products: We do not accept responsibility for product transfer onto clothing. Please remove jackets, scarves, and delicate clothing before service. 
• Personal belongings: We cannot be held liable for items left behind or lost in salon. Please secure jewellery, phones, and accessories. Please be mindful that earrings and necklaces can be exposed at the hair spa area. Please ensure they are removed before service. 
• Guest responsibility: Remove valuables and delicate clothing prior to service. Our staff will act with care and diligence throughout your appointment. 
• The final cost may change in-salon following your consultation, depending on your hair and the services required. 

With all lightening and colour work, your stylist will ask you about what your previous hair history and haircare routine when you arrive for your consultation. There are certain products that may compromise the condition of your hair and may require a strand test being performed prior to your service starting to ensure your hair is in a condition to begin your service. The health of your hair is our no 1 priority and we thank you for sharing this information with us. 

Additional costs — the package prices are reflective of what is included in the packages only. Depending on your desired end result or your inspiration picture, you may be required to have service enhancers to achieve this for you. Your stylist will do a full consultation with you prior to starting your appointment in which a price breakdown and quote will be discussed with you. Please refer to our Service Enhancer menu for more details. 

• Global lightening — if regrowth is past 6 weeks an additional $100 will be added to the service. 
• 6 or 12 highlights & toning gloss — toning gloss is for highlights only, not all over, if any additional toning is needed this will be charged accordingly.  

Additional length is generally charged on all packages.

• Medium hair is classified from ear lobe to collarbone and is an additional cost.
• Long hair is classified from collarbone onwards and is an additional cost.

Length charges are displayed on the services menu. 

Images used across our website are for illustrative purposes only and may include styling, professional lighting or models. Results may vary based on individual factors such as hair type, texture, length, condition, colour history and home haircare routine. Some looks may require more than one appointment to achieve. Your stylist will provide personalised advice during your consultation.

Offer details

• Receive 15% off Signature and Deluxe Packages when your appointment takes place on a Monday, Tuesday or Wednesday.
• Offer is valid from until Tuesday 1 December 2026 (inclusive), for appointments completed within this period.
• The discount applies to the package price only and excludes retail products, add-on services and any additional charges.

Booking and redemption

• Available at participating Stefan Hair salons in Queensland.
• Appointments must be booked in advance and are subject to stylist availability. Please mention the Early Week Special when booking.
• The discount is applied at the time of payment in salon.
• Appointments rescheduled to a Thursday, Friday, Saturday or Sunday will not be eligible for the discount.

Additional charges

• Additional charges may apply for longer or thicker hair, extra product use or services outside the package. Your stylist will confirm any extra costs before your service begins.

Conditions

• This offer can’t be used in conjunction with any other offer, promotion, discount, voucher or loyalty reward.
• The offer has no cash value and can’t be applied retrospectively to past appointments.
• Stefan Hair reserves the right to amend or end this promotion at any time.
• Nothing in these terms excludes, restricts or modifies any rights you have under the Australian Consumer Law.

• Only valid on full priced services. 
• You must present your physical student ID card, expired cards will not be accepted. Accepted cards include high school and University Id cards  
• Not to be used in conjunction with any other offer. 
• You must mention offer to your stylist to redeem discounted price. 
• Please note promotional images used are for display only. End results may vary. 
• Additional cost for length. 
• Valid between Monday and Friday between 9am – 5:00pm. 
• Not valid for public holidays, weekends or late nights. 
• Discount does not apply to products purchased. 

From time to time, promotions may run concurrently across our online store and salon locations. While the same or similar offers may be available online, salon pricing does not automatically match online promotional prices. 

Our salons no longer price match the Stefan website and online promotions. The Stefan salons offer an exclusive In-Salon Retail Rewards Program. The Retail Rewards program is an in salon only offer.  

We reserve the right to decline a price match request where the online promotion is subject to specific terms, conditions, stock availability, or other promotional restrictions. Price matching cannot be applied retrospectively to completed transactions unless otherwise approved by the Salon Manager or Senior Management. 

Management reserves the right to amend, withdraw, or discontinue promotions and price-matching practices at any time without notice. 

• Notify us within 14 days if you are not happy and we will offer a correction or refund in line with Australian Consumer Law. 
• Refunds or corrections do not apply where dissatisfaction is due to failure to follow aftercare advice or when we were misinformed regarding your hair history.  

To request a refund or cancellation, email customercare@stefan.com.au or call 07 3840 0000 with your details.  

• Guests are encouraged to notify the salon as soon as possible if they experience redness, irritation, itching, swelling, discomfort, or any unusual symptoms after a service. 
• Photos may be provided to assist us, but they do not replace the need for professional assessment. 

To properly investigate and determine the appropriate next steps, the salon requires one of the following:

• An in-person visit to the salon for a quick assessment by a qualified team member, or
• Documentation from a medical professional describing the reaction.

For the guest's safety and in line with our allergy-testing guidelines: 

• A mandatory allergy/patch test must be completed at least 48 hours before any future colour or chemical service, regardless of previous testing or service history. 
• If a test indicates irritation or an abnormal response, services involving colour or chemical products will not proceed. 
• Additional strand or incompatibility testing may also be required depending on the guest's history or product type. 

Where a guest declines to share relevant health/allergy information or declines assessment, the salon cannot accept liability nor proceed with a service.

All reported reactions and patch-test results will be recorded in the guest's file for safety and future reference

If you change your mind about a product you have purchased, we are happy to refund or exchange if: 

• The product is unused, unopened and in saleable condition. 
• The product has been returned to us within 14 days of purchase. 
• You have provided proof of purchase. 

If you have purchased a faulty product, please return it to your local salon for assessment. You are entitled to an exchange if: 

• The product has been returned to us within 14 days of purchase. 
• You have provided proof of purchase. 
• The product is deemed as faulty. 

Please note we will not provide refunds or exchanges for products that have been damaged due to incorrect storage or handling. 

If you feel a product recommended by one of our stylists is not suitable you are entitled to an exchange if: 

• The product has been returned to us within 14 days of purchase. 
• You have provided proof of purchase. 
• We can reassess your concerns and recommend a more suitable product. 

Please note any price difference will need to be paid by the customer. 

If you change your mind about a purchased item and wish to return it to us for a refund or exchange, you will be responsible for the return postage cost. The item must be unopened, seal intact and in sellable condition.

If you believe a product you have purchased is faulty, we must be notified immediately. You may be asked to provide photographic or video evidence to support your claim. For faulty products or wrong items received you will be provided with a postage paid return slip. Please take care when sending back any items, as we cannot accept any damaged items.

To start a return, visit the returns page or email customercare@stefan.com.au.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at customercare@stefan.com.au.

Discounts cannot be used in conjunction with any other offer, promotion, or discount code unless otherwise stated. All prices are in AUD and are subject to change without notice. Stefan Hair reserves the right to modify or cancel the promotion at any time. Returns and exchanges are subject to the Stefan Hair returns policy.

To start a return, or report any issues with an online order please email customercare@stefan.com.au within 14 days of your delivery. Include your order number, as much detail / imagery as possible to ensure we can provide you a quick resolution. 

Online purchases must be sent back to our warehouse within 14 days (address given from our Concierge Team). We cannot process online returns or exchanges in salon. 

If you change your mind about a purchased item and wish to return it to us for a refund or exchange, you will be responsible for the return postage cost. The item must be unopened, seal intact and in sellable condition. Please take care when sending back any items for change of mind, as we cannot accept any damaged items.

If our team determine the returned item as in a sellable condition, you will be notified via email and your refund will be processed accordingly. 

If you need to cancel your online order or change the address, please contact the Stefan Hair Concierge immediately. Whilst we do our best to notify our warehouse team in time we cannot guarantee they will be notified before your order has been shipped. 

If your order has been shipped before we notify them or before you ask to cancel your order you will be responsible for the postage cost back to the warehouse.

If you believe a product you have purchased is faulty, our Stefan Concierge Team must be notified immediately by emailing customercare@stefan.com.au. In this email please provide photographic or video evidence to support your claim. For faulty products or wrong items received you will be provided with a postage paid return slip. 

Gift cards, hair extensions, GHD Electrical Tools and all brushes are non-refundable and non-exchangeable.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at customercare@stefan.com.au. 

• Aus Post Express orders: processed within 1–3 business days plus delivery time.
• Aus Post Standard orders: processed within 3–7 business days plus delivery time.
• Please be aware that due to the high volume of orders during peak sale periods there will be delays in fulfilling some orders during these times. We appreciate your patience and understanding.

Track your delivery at auspost.com.au/mypost/track using your tracking number provided or by signing into your Stefan Hair account. 

We do not take responsibility for lost or stolen packages. Please contact Australia post directly and lodge a claim if you feel there is an issue with your package delivery before contacting us.

Packages undeliverable by Australia Post and/or their international shipping partners will be cancelled and refunded once received and processed at our shipping hub.

Stefan Hair Fashions is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy applies to all personal information collected through our salons, eCommerce store, and digital communications.

• Personal identifiers: name, address, email, phone number 
• Sensitive information: hair/beauty preferences, allergies, certain medical history if provided by guest (with consent) 
• Payment details: processed securely via third-party gateways 
• Digital data: IP address, cookies, browsing behaviour 
• Marketing preferences: opt-in status for promotional communications 

• To provide salon and eCommerce services 
• To manage appointments and transactions 
• To send marketing communications (only with your consent) 
• To comply with legal obligations 
• To improve customer experience through personalised services and ensure the health and safety of our guests. 

Medical information is requested only to avoid contraindications. Providing this is optional and collected via consult forms. Please tick 'no' if you do not wish for us to know this information. Please understand that if we do not have the full information required to perform the service safely, we cannot be held liable for any contraindications that may occur as a result. 

• Data stored on secure servers, with access restricted to authorised personnel 
• Compliance with APP 11 for security of personal information 
• Disclosed to third party service providers (IT, marketing providers, payment processors) 
• Disclosed to regulators or law enforcement when legally required 
• Data retained only as long as necessary 
• Secure CRM and booking systems compliant with Australian privacy standards 

• Access and correct your data (APP 12 & 13) 
• Opt in and out of marketing communications 
• Request deletion of personal data where legally permissible 
• Lodge complaints with OAIC or the Queensland Office of Fair Trading 

We use cookies for analytics and marketing. You can manage preferences via browser settings.

We comply with the Notifiable Data Breaches Scheme and will notify affected individuals and OAIC in case of a breach.

We comply with Australian Consumer Law (ACL): goods and services must be of acceptable quality.

• Provide accurate information when booking or purchasing
• Do not misuse our website or systems
• Follow detailed and accurate pre-service questions

To the fullest extent permitted by law: 

• Stefan Hair Fashions and its employees, contractors, and affiliates shall not be liable for any indirect, incidental, special, or consequential damages, including but not limited to loss of profits, data, goodwill, or business opportunities, arising from or related to the use of our services or products. 
• We do not accept liability for any damage caused by failure to follow pre-service or aftercare instructions provided by our staff. 
• Our liability for any claim, whether in contract, tort (including negligence), or otherwise, shall be limited to the amount paid by you for the relevant service or product. 
• We are not responsible for delays or failures caused by events beyond our reasonable control, including but not limited to natural disasters, power outages, or third-party service disruptions. 
• Our staff are not obliged or trained to provide medical advice. Any health-related information shared is for service suitability only and should not replace professional medical consultation. 
• Nothing in this clause excludes or limits your rights under the Australian Consumer Law for guarantees that cannot be excluded. 

All website content and branding remain our property.

These terms are governed by the laws of Queensland, Australia.